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Have you seen the new Coaching Feature?

  • 1.  Have you seen the new Coaching Feature?

    GENESYS
    Posted 06-17-2020 07:39

    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 process

    If you have any questions, please ask them in the WEM Community."

    Paul


    #GenesysCloud
    #CoachingandTraining


    #QualityManagement

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    Paul Wood
    Genesys - Employees
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  • 2.  RE: Have you seen the new Coaching Feature?

    Posted 06-18-2020 06:09
    Hi, Paul,

    Thanks for sharing. This is a useful feature instead.

    Found that adding new notes, will not alert the other party(supervisor or agent). Besides notes, all the other changes on the appointment, an alert will send out.

    Also, once the appointment set to completed, it does not have any way to track it. I hope this can be improved.


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    Johnson Lu
    MFE International Pte Ltd.
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  • 3.  RE: Have you seen the new Coaching Feature?

    GENESYS
    Posted 06-18-2020 09:10

    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



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    Paul Wood
    Genesys - Employees
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  • 4.  RE: Have you seen the new Coaching Feature?

    Posted 06-18-2020 14:01
    When the coaching sessions is scheduled should this create an update on the schedule?  We have been looking into using this, but need the schedule to be updated so it won't have to be done manually.  Thanks!

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    Gaelyn Wanek
    AXA Technology Services America, Inc.
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  • 5.  RE: Have you seen the new Coaching Feature?

    GENESYS
    Posted 06-19-2020 09:33
    Hi Gaelyn,

    not at the moment, you will still need to liaise with the WFM team for the best time to schedule the Coaching.

    That said this feature is in the pipeline 😀
    At the moment Coaching is an Appointment/booking process. In the next round of development, we will be adding WFM integration, this will include:
    • Top 10 best slots
      • Based on Coach and Agent availability
      • Using WFM staffing levels
    • The creation of a Training Activity in WFM schedules
    along with the management features you'd expect when changes are made or an Appointment needs to be moved.

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    Paul Wood
    Genesys - Employees
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