Set Coaching Preferences as a Quality Management Administrator
Set coaching preferences in the template editor. When an evaluator selects this template for evaluating an interaction, these coaching preferences are applied.
- Speech Analytics
- Quality Management
- Coaching Preferences
- Log in to your 8x8 Application Panel.
- Select Speech Analytics & QM or Quality Management (depending on your tenant setup).
- The Speech Analytics & QM Dashboard page displays.
- Select Settings and then select QA Template Editor.
- Select the template you want to attach the coaching preferences to.
- Open the Coaching section.
- Use the default settings, or make changes to the preferences.
- Click Save.
Always: A coaching request is automatically sent and coaching is required.
Prompt: A prompt displays asking if the evaluator wants to request coaching.
Never: A coaching request is never sent and coaching is not required.
|Send coaching request||Notifies the person in this role that they need to coach the assigned agent.
Optionally select: Send an Email as a reminder every 48 hours until coaching comments are written
|Send Email as reminder every 48 hours until coaching comments are written (Optional)||Whoever is selected as the coach receives a reminder email every 48 hours until coaching comments are written on the evaluation.|
Notifies these people assigned to this role for an agent that coaching is needed. You can send a notification to one or more people. Generally, the agent, which is the default, receives a notification.
This determines the need for acknowledgment from the agent that they received coaching.
Always: A request for an acknowledgment is automatically sent to the agent asking if they received coaching.
Prompt: Whoever gets the coaching request receives a prompt asking the agent to acknowledge if they received coaching.
Never: The agent never receives a request for an acknowledgment asking if they received coaching. When viewing an evaluation with coaching comments, the agent acknowledgment status line reads “Agent acknowledgment not required”
|Send Email as reminder every 48 hours until agent responds (Optional)||The agent receives an email every 48 hours until they acknowledge whether they received coaching.|