Introduction
Coaching provides the user with the ability to create training packages for agents and track their progress.
It includes two components:
Coaching view - allows creation of packages and assigning them to the agents
Assignments in Tasks view - Lets agents access and complete those assignments.
Instructions
Navigate to the page by clicking Coaching in the navigation bar on the left.
Coaching has two tabs: one for managing the packages and the other for assignments.
In the Packages tab you are able to create/edit/delete a package. Create the package by pressing Add package in the top right corner of the page and filling out the form.
As for the Assignments tab, it allows creating/deleting assignments. Pressing the Assign button in the top right corner opens a dialog for creating assignments.
Fill out all the fields and press Assign in the dialog to finalize the creation process.
After creating the assignment, the agent in question can access it in the Tasks page. Assignments are marked with a special icon as shown in the next image’s bottom right corner.
Pressing on the assignment opens a dialog window, in which all the required information regarding the coaching is provided.
FAQs
Can I assign multiple packages to multiple agents at the same time?
Yes, the assignment creation dialog provides the ability to select both multiple packages and multiple agents.
How do I track the assignment progress?
In the Assignments tab each assignment has a status, which reflects if the assignment has been completed or not.
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