How to Setup Coaching?
Updated
Coaching Permissions
Within Performance Management under Coaching, following permissions are shared with the persona users.
Permission | Definition | Share with Quality Manager | Share with Agent |
View | Users with this permission are able to view coaching widgets in their respective persona (Quality Manager persona, Agent persona) | Yes | Yes |
Create | Users with this permission are able to create, edit and delete coaching sessions | Yes | No |
Quality Score Skills
Quality Managers can select the skills on which agents can be trained from the coaching areas. Detailed explanation of Quality score skills can be found here.