Coaching an agent

A Supervisor can perform agent coaching while the agent is on a call with a customer. Supervisor can listen to the agent's telephonic interaction and simultaneously engage in a coaching session using instant messaging (IM). Unlike quick alert, an agent can respond to the supervisor's messages on the IM window.

Prerequisites

A supervisor can initiate a coaching session while service observing an agent.

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  1. Start a service observing session for the agent you want to coach.
  2. On the Service Observing work item, click Coach .

    The system initiates an IM session with the selected agent and the agent hears an alert tone while on call.

    The screen focus shifts to the IM window for both the supervisor and the agent. If there are any automated responses already set for IM messages, these are exchanged first. An Observe agent icon appears on the agent IM window where coaching is in progress.

  3. Type your message in the Message entry box of the IM window and press Enter or click Send to send your message.

    If you are working with multiple IM users, make sure your focus is on the correct IM session.

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Parent topic: Supervisor desktop
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