Hi George,
Evaluations are more focused on how the Interaction was handled:
- Was the correct process followed
- Did the Agent comply with the correct policy
- Did the Agent demonstrate the relevant Company values ...
Coaching is focused on the development of the Agent and to help provide feedback on what Agent can do to improve and close the gaps that were identified during the Evaluation.
For example:
If an Agent is repeatedly failing to follow the correct security process a Facilitate Appointment can be created where the Agent is scheduled a time to sit with a Supervisor / Trainer / Coach. Where they can go through the policy/procedure on a one-to-one basis. In addition to this, the policy guidelines can be attached to the Coaching Appointment along with Interactions that either demonstrates best practice or require review during the one-to-one.
If a full one-to-one is not required then a self-administered Appointment can be scheduled so that the Agent has time to self evaluate or to complete the reading of supporting information.
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Paul Wood
Genesys - Employees
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Original Message:
Sent: 05-08-2020 10:23
From: George Ganahl
Subject: Post Call Coaching
Rakesh, can you give a brief description of what is meant by Post Call Agent Coaching (as opposed to the Evaluations feature which is also used for coaching agents)?
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George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
Original Message:
Sent: 02-19-2020 17:10
From: Rakesh Tailor
Subject: Post Call Coaching
Hey Everyone,
We are planning on adding features for Post Call Agent Coaching to Genesys Cloud in 2020. We would love to have a conversation with any customers that are interested in this feature to make sure that what we build fits your needs. Ping me back on this thread if you or anyone in your Org would be interested in having a conversation on this.
#Coaching
Thanks,
#QualityManagement
#Unsure/Other
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Rakesh Tailor
Genesys - Employees
Product Line Director - WEM
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