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
- 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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This course is targeted towards Supervisors, Team Leaders, Managers, Planners, Schedulers and Administrators of the system.
This course is targeted towards application administrators of any V15 system licensed for the Interactions and analytics application.
This course is aimed specifically at team leaders and trainers who are responsible for training users on monitoring, evaluating and reviewing agent calls.
This course is aimed specifically at team leaders who are responsible for monitoring, evaluating and reviewing agent calls along with providing coaching.
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