The agent’s supervisor receives an email that prompts them to provide coaching feedback.
To provide coaching feedback:
- Log in to the Speech Analytics & QM app.
- Open the email prompting for coaching feedback.
- Click on the Write Coaching Comments prompt. The Edit Evaluation page displays.
- After reading the evaluation and coaching the agent, enter coaching feedback in the Coaching Comment section and click Add.
- A prompt display asking if you want to send an email to the agent confirming that they received coaching feedback. Click Email agent.
Note: This prompt is defined by the coaching preferences set in the template.
- Click Save.7. Another prompt display asking if you want to email the agent a summary of the evaluation. Click Email agent.
The agent receives an email stating that their evaluation report is available to view.