Hi Dennis,
As to your second question I'm assuming you are essentially asking how do you see coaching appointments for which you yourself are neither a creator, facilitator or attendee. This is a little more complex and includes some nuance which I will explain further on in my answer. For now lets get you to the relevant screen where the data is stored. Firstly, you would require the relevant permissions to access the Agent Development Detail View. These permissions are:
Learning > Assignment > View
Coaching > Appointment > View
UI > Supervisor Agent Details > View
Directory > User > View
These permissions are baked into the default Supervisor role. If you have these permissions then you can access the data via Performance -> Workspace -> Agent Development. This provides a filterable list of users and gives some high level information on both learning and coaching. Note that Coaching appointments shown here are from the attendee perspective not the organiser or facilitator. I.e. you should filter by the attendee of the appointment to find the relevant items. Clicking the users name will then drill down into a screen similar to My Development but relevant to the selected user instead of the current logged in user. This would give view access to the appointments in question.
Given that your query is regarding updating notes however then this user would also still need to possess the relevant permissions to edit a coaching appointment. This refers to the nuance that I mentioned earlier. Coaching creates its own implicit permissions for the organiser, facilitator and attendee of an appointment. This ensures that all concerned parties have access to the appointment and can interact with it appropriately after creation. A user who was neither the organiser, facilitator or attendee however would have to have their own explicit permissions to be able to edit such an appointment. I.e. the permission to edit would need to be part of their role since they are not actually a participant of that appointment. The edit permissions available for Coaching at the time of writing are:
Coaching > Annotation > Edit
Coaching > Appointment Status> Edit
Coaching > Appointment > Edit
Coaching > Private Annotation > Edit
By default these are available to the Performance Management Admin and Master Admin roles. If your goal was to lock down the ability to only edit notes on other appointments then you would require a custom role that included the Coaching > Annotation > Edit for standard notes and Coaching > Private Annotation > Edit for notes only visible to organisers or faciliators.
Hopefully this answers your query. I appreciate this one was a little more to digest so if you need any further clarification please let me know.
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Paul Turner
Product Management Career Technical
Genesys - Employees
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Original Message:
Sent: 05-08-2023 16:06
From: Dennis Duran
Subject: Facilitors locating previous coaching sessions to edit notes
How do coaching facilitators locate and edit previous coaching sessions w/ agents that had been created by other faciitators?
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Dennis Duran
Colorado Springs Utilities
Original Message:
Sent: 05-08-2023
From: Dennis Duran
Subject: Facilitors locating previous coaching sessions to edit notes
How do coaching facilitators locate and edit previous coaching sessions w/ agents?
#QualityManagement
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Dennis Duran
Colorado Springs Utilities
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