Coaching is a complete solution designed to help agents grow. It combines insights, organizes coaching sessions, and boosts performance.
Permissions and licenses
This feature is only available for organizations with the CXone MpowerPerformance Management (Native) Act license.
You must have these permissions:
-
Performance Management (New) > Coaching > Coaching Management: View
-
Performance Management (New) > Coaching > Coaching Management: Create
-
Performance Management (New) > Coaching > Coaching Management: Manage
-
Performance Management (New) > Coaching > Coaching Management: Delete
If you cannot access Metrics, check with your administrator. The administrator can find these permissions in CXone Mpower. Go to Admin > Security Settings > Roles and Permissions and select the role.
Coaching helps employees improve a specific skill set and perform better. You can create and manage coaching sessions on the Coaching Manager page. Any manager or coach can create a coaching session and send it to an agent to review and acknowledge.
You need to select a predefined focus area and behavior when you create a coaching session.
Once coaching sessions have been sent for acknowledgment, the relevant employees will get a notification. They can view their coaching sessions in My Zone > Coaching Sessions.
Susan is having trouble cross-selling her products. Her manager creates a coaching session that includes the information of all cross-sell products, as well as examples of how to cross-sell a product.