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Coaching Assignments - Supervisor View

This feature assists supervisors in analyzing agent performance and identifying interactions that need targeted coaching. It provides a view of coaching assignments for a specific agent within the agent dashboard. This shows all the assigned coaching tasks of agents.

You can view and add the new Coaching Assignments in the following ways:

Step 1:

  1. Navigate to Contact Center AI > Quality Management > Dashboard > Agent Leaderboard. The following screen is displayed.
    Dashboard Agent Leaderboard

  2. Click any of the agents from the Agent Leaderboard Dashboard. The following Overview screen of the agent dashboard is displayed.
    Dashboard Overview

  3. Click the Evaluation tab. The following screen is displayed to Add Coaching Assignment.
    Add Coaching Assignments

Step 2:

  1. Navigate to Contact Center AI > Quality Management > Agent Leaderboard. The following screen is displayed.
    Agent Leaderboard Default

  2. Click any of the agents from the Agent Leaderboard Dashboard. The following Overview screen of the agent dashboard is displayed.
    Agent Leaderboard Overview

Add Coaching Assignment

Steps to add coaching assignments:

  1. Click the Evaluation tab. The following screen is displayed to Add Coaching Assignment.
    Agent Leaderboard

  2. Select any of the agent interactions to enable and assign coaching for the agent.

    Each agent has a dedicated dashboard, which is accessible to both the agents and their supervisors. This dashboard presents high-level metrics for supervisors to review.

  3. Click the Add Coaching Assignment, the following screen appears.
    Add Coaching Assignment

  4. Enter the Name of the coaching assignment.

  5. In the Coaching Area, enter the agent attributes that are selected for coaching as part of the assignment. By default, the interactions marked for coaching details are displayed, which are selected from the Evaluation tab.
  6. Under the Best Responses (optional), select the best response interactions from other agents to provide best reference for this coaching assignment using saved bookmarks. You can select more than one bookmark based on the evaluation criteria, for example, one set of interactions for the support queue and another set of interactions for the best responses to get populated in the selected interactions box.
  7. In the Feedback, enter your feedback for better improvement.
  8. Enter the Action Plan for the coaching assignment.
  9. Provide the input for the Follow-up Date chosen for the assignment
  10. Click Create to assign coaching assignments to an agent, which will be populated in the Agent Dashboard.

View Agent Interactions

Steps to view agent interactions

  1. Select any of the existing evaluation agent groups to view the agent interactions.

  2. Right-click on the vertical ellipsis (⋮) button. View Agent Interactions

  3. Click View. The following screen appears to view the agent Chat History and Details of the conversation selected.
    Chat History

For more information, see My Dashboard - Supervisor View.