Our organization has been using the coaching feature inconsistently and just recently used the development learning modules feature to roll out our agent training for the multi-panel user interface update.
Some observations about the coaching feature:
To use the coaching feature to schedule coaching sessions, it seems all of the parties involved must have schedules published to use the guardrails for picking the best day and time for the coaching session. By this, I mean that the Agent's supervisor seems to need to have a schedule published if for example, the QA Specialist wants to schedule a coaching session for a recent QA Evaluation and include the agent's supervisor. When the QA Specialist attempts to schedule the coaching session and the supervisor does not have a published schedule, we are unable to select the day and time that is the best fit for the agent. This may be working as designed. However, to effectively leverage the feature, we will need to add schedules for our QA Specialists and Agent Supervisors to enable the guardrails for agent scheduling of coaching sessions.
We also seem to have a number of outstanding coaching sessions where the supervisor used the coaching feature to add a coaching session, but the supervisor did not mark the coaching session as complete. Some of these have been identified as extremely aged, reflecting a training issue for our organization on the coaching feature. When attempting to resolve these old and no longer current coaching sessions, current users and even the prior supervisor that originally scheduled the old coaching session have not been able to mark them completed. This is resulting in these old coaching sessions still displaying for agents. We have not identified how to resolve this issue.
Historical Shrinkage reporting of coaching sessions may not be consistent. While we have seen "Training > Coaching" shrinkage reflected as "scheduled shrinkage," we have not seen this reflected as actually having occurred in the historical shrinkage screens as "actual shrinkage." There may be an issue either with our business process in using the coaching feature or perhaps in the historical reporting of shrinkage from this category.
Some observations on the development learning modules feature:
During our first rollout of a custom learning module for the multi-panel user interface updates, we ran into issues with agents attempting to launch the learning module from the desktop application. As a work around, we had agents attempt to launch the learning module from a web browser session instead and found mixed results. For some users, the learning module launched successfully either with Google Chrome or with Microsoft Edge, but not for both. There was not a root cause identified for this issue. While all agents were eventually able to launch the learning module from one or the other web browsers, there was no explanation identified for why one browser worked for some agents and not for others. This issue has caused us to be hesitant to expand the usage of this feature to create and schedule additional training using this feature.
I would like to participate in any feedback collection calls for these features in the future.
Thanks,
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James Starling
Member Service Center Quality Assurance Manager
Global Federal Credit Union
j.starling@globalcu.orgAnchorage, AK
United States
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Original Message:
Sent: 04-03-2025 11:08
From: Paul Turner
Subject: We want your feedback on Coaching & Learning in Genesys Cloud!
Are you using Coaching or Learning today? Or have you tried it in the past and found it didn't quite fit your needs?
I'd love to hear from you!
We're exploring ways to improve these experiences and are looking to connect directly with customers. If you're open to a quick call, I'd really appreciate the chance to learn more about how you're using these tools-or why you aren't.
Whether you have favourite features, pain points, or ideas for what would make Coaching and Learning more useful to you and your team, your input will help shape what comes next.
Drop a comment or DM me if you're interested. Looking forward to chatting!
#Learning/Coaching
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Paul Turner
Senior Product Manager
Genesys - Employees
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