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  1. We need the agents team leader to be notified when a coaching form is submitted for one of their agents, much like we can select people to notify when an evaluation is submitted.

    2 votes

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    Acknowleged  ·  1 comment  ·  Other  ·  Admin →
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    1. We need to include Interaction ID to further elevate if the coaching is performed related to the correct ticket. Reduce the error occurrences and record the details for agent’s acknowledgement and adherence to follow correct protocols.

    2. Option to add a few more types of coaching under coaching type, currently we have only General and Quality.

    3 votes

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  2. We need a coaching date in the evaluation report as this date helps us to identify when QA or TL performed coaching on that agent based on the particular evaluation results. Even it helps us to keep track on the completion rate of coaching on fail all & fail sections tickets.

    1 vote

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    0 comments  ·  Coaching Form  ·  Admin →
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  3. We have an issue when coaching agents on specific QA questions when setting the after coaching time. As our workloads pull tickets handled from the previous week, in the after coaching time we either have evaluations on tickets handled before the coaching or the after coaching time needs to be dated two week is the future which defeats the purpose of seeing that an agent picked up on coaching on a specific questions immediately and did not repeat the error. If it was an option to choose ticket date instead of evaluation date in the before and after coaching time…

    1 vote

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  4. I was very pleased to notice that you have 'Freeze' the toolbar in the Evaluation Feedback Summary. Could you please do the same in the Coaching Form?
    This is in fact extremely useful and comfortable when writing the text of the Coaching Form, avoiding the need to constantly scroll up and down.

    Thanks in advance.

    1 vote

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  5. Ability to copy and paste a list of names in the 'coaching with' field (and the system would recognize the names separated by "," or ";" for example).

    Currently this is not possible, you have to select one by one, which can be quite time consuming for large teams.

    2 votes

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  6. For example, if we want an agent to do a refresher on a certain policy, Team Leaders and coaches can easily assign in one go

    7 votes

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  7. It would be great to be able to add multiple templates to a coaching session when addressing several areas with an agent, allowing us to share all the relevant information ensure consistency across all coaching sessions.

    4 votes

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  8. Please can we have a 'select template' button inserted at the top of the chosen template as well as the bottom. We are planning some long templates and we have had testing feedback saying that having the scroll down to the bottom each time, is time consuming and frustrating. Here is a link to a 15 second video showing what we mean. https://share.vidyard.com/watch/mXFQPhwgtzk4sRZdPFZvfo?

    1 vote

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  9. Coaches cannot see how individual teammates have rated their coaching session - this is essential to making this feedback actionable.

    2 votes

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    Acknowleged  ·  0 comments  ·  Settings  ·  Admin →
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  10. For example, if we're addressing a general behaviour that doesn't necessarily require follow up we still need to add an end date and still need to mark the coaching as achieved / not achieved.

    5 votes

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  11. Being able to edit the coaching form and the layout of the feedback enables us to format it working with different coaching techniques such as the GROW model. Being able to have multiple feedback boxes and title them will mean it's easier for the agent to follow.

    3 votes

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    • feedback export
    • feedback dashboard
    • most common coaching focus and how it's tracked over the week/month
    • coaching overview per agent
    • in agent profile, see current coaching goals and how they're tracking
    3 votes

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    Acknowleged  ·  0 comments  ·  Reports  ·  Admin →
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  12. Coaching sessions are meant to save automatically without needing to save the draft, however, this isn't always the case. A lot of leaders like preparing their coaching sessions before the session, so saving as a draft would be a great addition.

    3 votes

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    Planned  ·  0 comments  ·  Coaching Form  ·  Admin →
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  13. In the coaching form, ability to identify the evaluations affected by the areas marked for improvement (not all evaluations in the period only), and be able to preview these in a left side pane for example to easier create the coaching form feedback and also to better review this with the agent being coached.

    3 votes

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  14. This would dramatically expand the usefulness of the Coaching product by removing the current strait jacket under which we operate. It could make the Coaching product a one-stop shop for all agent communications, which raises the importance of the product and the Playvox connection.

    7 votes

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    Started  ·  0 comments  ·  Coaching Form  ·  Admin →
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  15. 6 votes

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    Acknowleged  ·  0 comments  ·  Other  ·  Admin →
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  16. For example, if we have a follow-up session to goals set at the beginning of the month or have an agent on a Performance Improvement plan, to have supplementary coaching sessions sit within the initial session so it's all together. At the moment we are using coaching topics to track follow up sessions and then linking them in the comments of the original coaching which can be a bit messy at times.

    2 votes

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  17. 1 vote

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  18. Be able to set a threshould for accepting a recommendation, after a certain time, it is automatically moved to Declined

    3 votes

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