A place to ask questions, connect with others, and stay in the know
Hi,On May 27 we release the first of part of our Genesys Cloud Coaching feature. This enables Quality Manager/Supervisors to create Coaching Appointment with Agents to help bridge gaps in knowledge or performance. The Coaching Appointment can include the Interactions where the Coaching requirement was identified as well as supporting documentation to assist the Agents development and face-to-face Coaching session.
If not there is a short video, Genesys Cloud Coaching- Walk through, in the Workforce Engagement community library that will walk you through the processIf you have any questions, please ask them in the WEM Community."Paul#GenesysCloud#CoachingandTraining
Glad you have found this useful 😀
I'll let the Team know about the notifications, we are already looking at ways to improve Notes so we add this to the list.
Yes at the moment once completed the Appointment Notification is deleted from the Inbox. We thought this would help declutter inbox so that only future or overdue Appointments are visible for now. We are now working on a new "My Development" where you will be able to View all Coaching Appointments. When our Information, Assessment and Questionnaire features become available later in the year you'll be able to view these in the "My Development" tab also.Paul
Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources
Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.