Hi Georgy - Thanks for your help. Our client is okay with the option you provided, where we will remove coaching appointment permissions from supervisors and give them to the Quality Admin.
I created another discussion: Genesys Cloud - Main - Genesys. Can you click the link and help?
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Thanks,
Saravana Kumar M.
Accenture LLP
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Original Message:
Sent: 05-27-2024 05:07
From: Georgy Rudnev
Subject: Assistance for Approval Workflow Setup for Scheduled Coaching Sessions
As far as I know currently it is not possible to configure WFM admin approval for a coaching session initiated by a supervisor. May I ask for more information regarding your use-case?
Probably not what you want, but you could remove the
- Coaching > Appointment > Add
permission from the supervisor and let solely the WFM or quality admin initiate new coaching sessions. Or ask your supervisor´s to get approval before scheduling these.
Cheers,
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Georgy Rudnev
Genesys - Employees
Original Message:
Sent: 05-24-2024 03:02
From: Saravana Kumar
Subject: Assistance for Approval Workflow Setup for Scheduled Coaching Sessions
Hi Team - Currently, supervisors /quality analysts can schedule coaching for agents directly without any approval.
Is it possible to set up WFM admin approval for scheduled coaching initiated by a supervisor in the interaction? If not, can we configure Quality admin approval instead? How can this be configured?
#QualityManagement
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Thanks,
Saravana Kumar M.
Accenture LLP
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