Write coaching comments for the agent (Supervisor)

Objective

The agent’s supervisor receives an email that prompts them to provide coaching feedback.

Applies To

• QM

Procedure

To provide coaching feedback:

1. Log in to the Speech Analytics & QM app.
2. Open the email prompting for coaching feedback.
3. Click on the Write Coaching Comments prompt. The Edit Evaluation page displays.
4. After reading the evaluation and coaching the agent, enter coaching feedback in the Coaching Comment section and click Add.
5. 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.

6. 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.