About evaluation coaching feedback for Quality Management
Objective
8x8 Quality Management and Speech Analytics provides a new enhancement that lets an evaluator notify an agent’s supervisor/trainer that an agent requires coaching. Coaching feedback can be documented and tracked within the Quality Management application. Tracking coaching feedback ensures that feedback is documented and that the agent is coached within a reasonable time frame.
Applies To
- 8x8 Quality Management and Speech Analytics customers
- 8x8 Contact Center customers
Features
With Evaluation coaching, 8x8 Quality Management and Speech Analytics offers these features:
- Quality Management administrators set up coaching preferences and assign them to a template that is used to evaluate an agent.
- Evaluators/trainers or supervisors can evaluate and score an agent based on interaction, flag the evaluation as coaching required, and notify the designated supervisor that coaching is required (through email).
- The agent and supervisor are notified that an evaluation is complete, and that coaching is required.
- The supervisor/coach can add their coaching comments on the evaluation.
- The agent acknowledges that they did or did not receive coaching.