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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Original Message:
Sent: 06-18-2020 14:01
From: Gaelyn Wanek
Subject: Have you seen the new Coaching Feature?
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.
Original Message:
Sent: 06-17-2020 07:38
From: Paul Wood
Subject: Have you seen the new Coaching Feature?
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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