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Hello, Community members.
Today we have released a new feature in our Genesys Cloud Coaching capabilities. This new enhancement allows supervisors and quality managers to deliver more effective coaching sessions by taking into consideration multiple interactions.
Quality administrators, evaluators, or supervisors can now add an interaction to an existing coaching appointment for anyone involved in the interaction. This ability eliminates the need to create multiple coaching appointments if additional interactions need to be added after the initial appointment is made.
Genesys Cloud Coaching enables quality managers and team supervisors to schedule appointments with agents to provide coaching to help close gaps and drive improvements. By allowing supervisors to add multiple interactions without having to edit a coaching session, this features eliminates the need to locate all the interactions in advance of creating the session, and copying and pasting the interaction ID for each interaction that is to be covered in the Coaching session.
For more information, see (Resource Center article). Or check out our video demonstration of adding interactions to an existing coaching in action in the WEM Community library.
Feel free to share your questions and comments by replying below.
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.