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  • 1.  How do you prevent coachings from impacting adherence?

    Posted 08-05-2020 17:02
    Just implemented last week so forgive the basic question here.

    I was every excited to see the "schedule coaching" button added to the interaction tab.  I was then quickly disappointed to learn that it doesn't actually tie with the WFM schedule etc.

    What are your best practices to allow for an agent to occur without negatively impacting adherence for the employee?

    Thank you,
    Jamie
    #RemoteWorkEnablement
    #Unsure/Other

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    Jamie Hildebrand
    JACK HENRY & ASSOCIATES, INC.
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  • 2.  RE: How do you prevent coachings from impacting adherence?

    Posted 08-08-2020 19:37
    That is on the roadmap for the release in the short term.  For now, best if you schedule an hour or two a week where agents can use the time for coaching or for evaluation review.  If they have neither, it means they are doing their job and they get an extra hour for house work or helping kids with school.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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    Original Message


  • 3.  RE: How do you prevent coachings from impacting adherence?

    GENESYS
    Posted 03-18-2021 09:27

    Hi Jamie, 

    Have you since used Coaching with WFM?

    It would be great to hear your feedback now that Coaching can write the appointment into the WFM schedules.

    Paul



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    Paul Wood
    Genesys - Employees
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    Original Message


  • 4.  RE: How do you prevent coachings from impacting adherence?

    Posted 03-18-2021 17:01
    Jamie,
    This first approach gives supervisors the ability to schedule coaching sessions for the agents when it will not affect occupancy.  If you select and agent that is scheduled with WFM, it will provide you a look at thier open times and how it would affect occupancy if that time was chosen.  In the future, you will be able to have WFM schedule these for you.  


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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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