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Improvements to our Coaching product

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5 results found

  1. Coaching form filters addition

    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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    Started  ·  2 comments  ·  Coaching Form  ·  Admin →
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  2. Ability to add more than one template to a coaching session

    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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    Started  ·  0 comments  ·  Coaching Form  ·  Admin →
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  3. 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.

    3 votes

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    Started  ·  0 comments  ·  Coaching Form  ·  Admin →
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  4. Save coaching sessions as draft (much like evaluations)

    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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    Started  ·  0 comments  ·  Coaching Form  ·  Admin →
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  5. Ability to add types of coachings ("Behavior") and customize the form

    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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