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Performance Management Coaching Essentials

Course code 12-17
Level 2 Supervisor / Superuser
Duration 0.5 day
Class size 6

This course is targeted towards individuals who are or will be responsible for management and the provision of feedback and coaching as part of the employee evaluation an

Agenda

  • Lesson 1 Coaching Overview
    • What is coaching?
    • Managers View
    • Agents View
    • Coaching Workflow
  • Lesson 2 Coaching Administration
    • Logging on to the Workforce Optimization Suite
    • Coaching Privileges
    • Coaching Session Types
    • Coaching Results
    • Coaching Topics
    • Adding Attachments to Coaching Topics
    • Adding File or URL Attachments
    • Adding KPI Attachments
    • Selecting KPI Attachments
    • Adding Lesson Assignment Attachments
    • Selecting Lesson Attachments
    • Coaching Alert Rules
  • Lesson 3 Scheduling Coaching sessions in the WFM application (for planning)
    • Viewing Learning and Coaching assignments
    • Coaching session states
    • Create breaks
    • Update and optimize
    • Editing and deleting sessions

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