We are working to plumb in another 'coaching' column and will add one for 'barge-in' as well when that is ready. In the meantime - while this isn't perfect, you could use the analytics/details API to find participants where there is a coaching segment. Here is an example below (note, this will be on the 'user' participant.
"metrics": [
{
"emitDate": "2022-01-21T13:10:25.473Z",
"name": "tCoachingComplete",
"value": 11330
}
],
"segments": [
{
"conference": false,
"segmentEnd": "2022-01-21T13:10:14.143Z",
"segmentStart": "2022-01-21T13:10:10.268Z",
"segmentType": "alert"
},
{
"conference": false,
"disconnectType": "client",
"segmentEnd": "2022-01-21T13:10:25.473Z",
"segmentStart": "2022-01-21T13:10:14.143Z",
"segmentType": "coaching"
------------------------------
Chris Bohlin
Product Manager - PureCloud
------------------------------
Original Message:
Sent: 01-20-2022 00:50
From: Robert Wakefield-Carl
Subject: Reporting on Coaching/Monitoring in-progress interactions
Nothing in there yet, but great idea. I added this on ideas for you to vote on: https://genesyscloud.ideas.aha.io/ideas/ANLS-I-928
------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 01-19-2022 18:35
From: Jonathan L
Subject: Reporting on Coaching/Monitoring in-progress interactions
Hey there!
So we've started the process for implementing a "Tier 2 Tech Support" that our customer service agents can reach out to for help on complex technical issues. I know that we have the option to report on these Tier 2 agents monitoring these customer service agents, however I don't see anything that will allow us to report when a Tier 2 agent needs to actively coach that in-progress interaction.
Am I missing something or is this something that hasn't quite been implemented yet because coaching is such a new feature? If that's not implemented yet, are there any possible work arounds until "coaching" is added as a column option? (Something I've thought about is implementing a custom status and reporting on that but there are limited options here as well)
#Reporting/Analytics
------------------------------
Jonathan L
Outdoor Network LLC
------------------------------