@Andy BolandYes, Coaching has been available in the product for some time now. You can Create a Coaching Sessions that includes one or more interactions from an Agent and those would be viewable by the Agent involved.
More details on Coaching are here:
https://help.mypurecloud.com/articles/about-coaching-with-quality-management/Thanks,
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Rakesh Tailor
Senior Director, Product Management - Workforce Engagement
Genesys Cloud
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Original Message:
Sent: 04-21-2022 10:56
From: Clayton Curtis
Subject: Share calls with Agent without evaluating
Was there any update to sharing calls without evaluation?
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Clayton Curtis
Enova Online Services, Inc.
Original Message:
Sent: 02-19-2020 16:56
From: Rakesh Tailor
Subject: Share calls with Agent without evaluating
Hi Darryn,
We are planning on adding features for Post Call Agent Coaching in 2020. We would love to have a conversation with you to get your thoughts on how this capability should work and could fit your requirements. Ping me back on this thread and perhaps we can set up a call to discuss.
#Coaching
Thanks,
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Rakesh Tailor
Genesys - Employees
Original Message:
Sent: 05-05-2019 23:43
From: Darryn Chang
Subject: Share calls with Agent without evaluating
Hi,
Is there any method to share interactions to agents for coaching purposes without having to download or evaluating calls to share the recording?
Looking for a simplex way to help agents improve on their quality to allow them to listen to calls but not providing them access to interactions as a whole. Have tried to limit the permissions but it opens too much for an agent to have access to.
#QualityManagement
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Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
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