Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Schedule Coaching "NEXT"

    Posted 11-14-2023 15:57
    No replies, thread closed.

    Any insight on why some Quality Admin & Evaluators cannot schedule coaching? They have all of the roles/permissions. They can fill out step 1 and the next button is there to select, but nothing happens. Cannot move past step 1 to get to step 2. 


    #QualityManagement

    ------------------------------
    Shieast Mcintosh
    AIG Global Operations, Inc.
    ------------------------------


  • 2.  RE: Schedule Coaching "NEXT"

    Posted 11-15-2023 00:10
    No replies, thread closed.

    The default permissions for the Quality Administrator and Quality Evaluator role should have the ability to create a coaching appointment. Since the permission for coaching appointments support division awareness, can you verify that the user is also associated with the division against that assigned role? Lastly, when you are attempting to create the coaching appointment, is it being created within a given interaction or from the Agent Development view?



    ------------------------------
    Robert Bruno
    Senior Principal PS Consultant (WEM)
    Genesys
    ------------------------------

    Original Message


  • 3.  RE: Schedule Coaching "NEXT"

    Posted 11-15-2023 09:45
    No replies, thread closed.

    Thanks Robert & Paul,

    Users are associated with the same divisions w/the assigned roles. The drop down in scheduling contains all the users under the divisions to select and also the correct facilitators are listed as well.

    I tried from 3 possible ways to schedule coaching, yes on an interaction included. I haven't received an error message. I also have a ticket in, just want to see if anyone faced similar issue and was able to resolve. 

    Thanks for the suggestions.



    ------------------------------
    Shieast Mcintosh
    AIG Global Operations, Inc.
    ------------------------------

    Original Message


  • 4.  RE: Schedule Coaching "NEXT"

    Posted 11-15-2023 07:46
    No replies, thread closed.

    Hi Shieast,

    I would second the suggestions given by Robert here. You can also find more information on the prerequisites for Coaching on the following Resource Center Article.

    With that said I'm not familiar with a scenario that would see you stuck on step one of the Coaching creation wizard in this way. Usually this only occurs when the attendee and facilitator are in different BUs. In that scenario however you would see an error message informing you of that and the next button would be disabled.

    If you've checked all of the above info already I would recommend reaching out with a support ticket so we can investigate it further for you.



    ------------------------------
    Paul Turner
    Senior Product Manager
    Genesys - Employees
    ------------------------------

    Original Message


Related Content