Manual coaching sessions are created by team managers/QA managers and are customized for the agents.
This helps to coach the agents on any topic and helps the managers to track their progress.
To create these sessions, follow the steps mentioned:
Go to the "Coaching Dashboard."
Clicking on the "Create."
Once you click, it will show you the dropdown on whether a user wants to create an "Assessment session" or "Coaching Session."
Users can create both sessions by selecting the media present in the Library.
To know how to add media to Library,
attaching an article that will help you to understand on
"How to add media/call in Library?"
To create an "Assessment session" or "Coaching Session," click on one of the options and select the media.
Once the media is selected, you can name the session, assign it to anyone, select a due date for the coaching session completion, and create a session.
An agent in the agent-level view below the leaderboard can view assigned Coaching sessions.
For example, a manager might want to create a customized coaching session only for a few selected agents to update on a new product feature by assigning videos/docs for them to complete. And that can be achieved with the help of an Assigned Coaching session.
I hope this article was helpful to you. If you have any queries, drop us an email at "[email protected]," and we'll help you.
Good day!