Below I have some questions regarding the "Schedule Coaching" feature from a leader's point of view (Manager, Supervisor, Team Lead, Analyst, etc.), for a team that is not supported by a WFM shared services group. These leaders would schedule a coaching appointment from the Agent's <Development> tab utilizing the "Schedule Coaching" icon, or whistle icon. By doing so, there is no Interaction ID linked to the coaching appointment.
- Beyond the Inbox alert that both the Agent and Leader will receive, will either the Agent or Leader receive a reminder notification that the coaching appointment is coming soon, or is now due? Or can a reminder notification be enabled?
- How long are coaching appointments, along with all included notes, attached interaction IDs - Links - documents, retained and accessible for through the Inbox>Coaching Appointments channel?
- Is there a way to export the details of the entire coaching appointment in a PDF file if the meeting is needed for compliance/legal action?
Thank you kindly!
#Unsure/Other------------------------------
Cheers,
Cynthia Stickland, Cloud Product Analyst - Contractor
Nationwide Mutual Insurance Company
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