When a supervisor schedules a coaching session, using the Schedule Coaching feature, is there a way for the request to route to the Workforce Management team for approval? Currently, the feature appears to automatically accept and schedule the session, without Workforce Management reviewing the request first. And due to Workforce Management being responsible for monitoring call volumes and intervals in which agents are needed on the phones, the coaching session scheduled by the Supervisor could impact times in which the agents are actually needed on the phones. 

#QualityManagement

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Kianna Thompson
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Not sure that feature exists but is needed - its possible although i haven't tried that you could disable permissions and still have Managers request through your planning team - be interested to know as we do not currently use this feature 

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Steven Johnson
Workforce Optimisation Manager
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Original Message:
Sent: 03-19-2025 09:18
From: Kianna Thompson
Subject: Require Workforce Management intervention when Scheduling Coaching Sessions

When a supervisor schedules a coaching session, using the Schedule Coaching feature, is there a way for the request to route to the Workforce Management team for approval? Currently, the feature appears to automatically accept and schedule the session, without Workforce Management reviewing the request first. And due to Workforce Management being responsible for monitoring call volumes and intervals in which agents are needed on the phones, the coaching session scheduled by the Supervisor could impact times in which the agents are actually needed on the phones. 

#QualityManagement

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Kianna Thompson
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Hi Kainna, 
no Coaching sessions are automatically added to the schedule for both the Employee and facilitator. While the current process uses staffing differences to guide the supervisor on when might be a better time to schedule the session, the team is improving this to use the "Best Time For" (used by Activity Plans) service to suggest times that fall within the agreed/configured Service Goal Impacts. This will help schedule sessions at the time that least impacts business goals and targets and ensure they remain within the service goal range that the Administrator is comfortable with. 

The process will still be automated to ensure that at the time of booking the best time is allocated, so that future schedule changes reflect this or are planned around the updated Adjusted Staffing Requirements. 

If the request were to go into an approval queue there is a high likelihood of the requested time no longer being optimal and would require rework by the administrator and supervisor.

@Paul Turner's comment in the below community post provides more details on the enhancement that the team are working on:

community: user unable to get schedule in order to create a coaching appointment

Paul

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Paul Wood
Product Manager for Genesys Cloud Workforce Management
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Original Message:
Sent: 03-19-2025 09:18
From: Kianna Thompson
Subject: Require Workforce Management intervention when Scheduling Coaching Sessions

When a supervisor schedules a coaching session, using the Schedule Coaching feature, is there a way for the request to route to the Workforce Management team for approval? Currently, the feature appears to automatically accept and schedule the session, without Workforce Management reviewing the request first. And due to Workforce Management being responsible for monitoring call volumes and intervals in which agents are needed on the phones, the coaching session scheduled by the Supervisor could impact times in which the agents are actually needed on the phones. 

#QualityManagement

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Kianna Thompson
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