29 results found
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The ability to assign a learning course from a coaching session with a deadline.
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
9 votes -
6 votes
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Link the coaching session to a specific evaluation
Link the coaching session to the specific evaluation received my the agent, so the agent can see in the same place the score, feedback from the QA team and the coaching session.
5 votes -
Make end date for coaching session optional for certain coaching types
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 -
Being able to edit the layout of the feedback
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.
4 votes -
More reporting on coaching, not just sessions completed / effectiveness
- 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
4 votes -
Coaching form evaluations preview
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.
4 votes -
Send notifications to an agents TL when a coaching session is submitted for them.
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.
3 votes -
Be able to have a follow up or supplementary coaching session
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.
3 votes -
Add Coaching Form Name to Coaching Export
Add the Coaching Form name to the coaching report that's exportable.
2 votes -
Selecting multiple topics
When we dowload coachings row data, the only fields included are "TOPIC" and "TYPE". As we can only select one topic by coaching, there is no way to see and analyze quickly which topics or root causes are inside each coaching (we have to enter in each coaching to check the template).
It would be better to have the option to select multiple topics at the moment we are creating the coaching. This will help us to analyze the data, have more insights and efficent the time of the people in charge of creating and giving the coachings.2 votes -
Preview option for coaching
Since the new coaching options have been added and Team leads can add action items and attachments, it would be great for Team leads to preview the coaching before sending to make sure everything was selected correctly. There is currently no option and even when the coaching is saved as a draft, in the draft we don't see a preview of what the agent will receive. We might want to check on agent name, actions and attachments, etc. in a preview and have the option to then edit them separately.
2 votes -
Ability to add Rootcauses when doing coaching and extraction of report out of it
Ability to add Rootcauses when doing coaching and extraction of report out of it
2 votes -
Enable the team to copy and paste groups of agents while assigning a coaching
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 -
Permission to be able to allow Coaches to see the Coaching Satisfaction rating that their team is leaving for them
Coaches cannot see how individual teammates have rated their coaching session - this is essential to making this feedback actionable.
2 votes -
Custom Fields on Coaching Export
Request to add custom fields to the Coaching Report export, just like the newly added option on Quality Reports.
1 vote -
Assign action items in a coaching session
Assign actions to both the coach and coachee. For example, the coachee needs to ask a particular question on all their calls and the coach needs to review 1 call a day and provide feedback
1 vote -
Coaching topics drop down
As it stands it only shows the first 20 coaching topics, ideally this should be increased to 50 so we can see all topics when coaching
1 vote -
To be able to create the coaching and end it in the same date
At the moment, if we create a coaching session and we put the end date the same day, after we proceed, the coaching still will appear with the end date the next following one.
It would be good to be able to create the coaching and end it in the same date
Thanks!1 vote -
Coaching Sign Time & Date on Export
Right now, the Coaching Report Export only says signed 'Yes' or 'No', see attached image. We'd like it to include the date and time stamp of when it was signed, like is shown in the platform, see second attached image.
1 vote
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