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Hi, On May 27 we release the first of part of our Genesys Cloud Coaching feature. This enables Quality Manager/Supervisors to create Coaching Appointment with Agents to help bridge gaps in knowledge or performance. The Coaching Appointment can include the Interactions where the Coaching requirement was identified as well as supporting documentation to assist the Agents development and face-to-face Coaching session.
This video will walk you through how Coaching is used from both the Quality Manager /Supervisor and Agents view.For more information, please refer to the Coaching with quality management overview page#GenesysCloud #CoachingandTraining
Thanks @Barbora Malkovska
we are currently working on an enhancement that will enable just this. On the Interaction Details page, you'll have the option to create a new Coaching Appointment or to Add the interaction to an existing Appointment.
The flow we see this taking for the Team Leader / Quality Manager is that the first Interaction to be reviewed is used to create a new Coaching Appointment for the new review period. Then the following reviewed Interactions can be added to the Original Coaching Appointment.
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