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  • 1.  Share calls with Agent without evaluating

    Posted 05-05-2019 23:43
    No replies, thread closed.
    Hi,
    Is there any method to share interactions to agents for coaching purposes without having to download or evaluating calls to share the recording?
    Looking for a simplex way to help agents improve on their quality to allow them to listen to calls but not providing them access to interactions as a whole. Have tried to limit the permissions but it opens too much for an agent to have access to.

    #QualityManagement

    ------------------------------
    Darryn Chang
    Stuff Limited
    New Zealand
    2 Years Purecloud
    ------------------------------


  • 2.  RE: Share calls with Agent without evaluating

    Posted 02-19-2020 16:56
    Edited by Rakesh Tailor 02-19-2020 17:01
    No replies, thread closed.
    Hi Darryn,

    We are planning on adding features for Post Call Agent Coaching in 2020.  We would love to have a conversation with you to get your thoughts on how this capability should work and could fit your requirements.  Ping me back on this thread and perhaps we can set up a call to discuss.

    #Coaching

    Thanks,

    ------------------------------
    Rakesh Tailor
    Genesys - Employees
    ------------------------------



  • 3.  RE: Share calls with Agent without evaluating

    Posted 04-21-2022 10:57
    No replies, thread closed.
    Was there any update to sharing calls without evaluation?

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    Clayton Curtis
    Enova Online Services, Inc.
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    Original Message


  • 4.  RE: Share calls with Agent without evaluating

    Posted 04-26-2022 07:29
    No replies, thread closed.
    @Andy Boland

    Yes, Coaching has been available in the product for some time now.  You can Create a Coaching Sessions that includes one or more interactions from an Agent and those would be viewable by the Agent involved.

    More details on Coaching are here:
    https://help.mypurecloud.com/articles/about-coaching-with-quality-management/

    Thanks,​

    ------------------------------
    Rakesh Tailor
    Senior Director, Product Management - Workforce Engagement
    Genesys Cloud
    ------------------------------

    Original Message


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