Manage Coaching Sessions

Coaching sessions help 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.

You can duplicate any coaching session to reuse existing data and create a new coaching session. You can also send a reminder to acknowledge a coaching session.

The recommended life cycle of the coaching session is between 1 to 3 months. We have set a life cycle of the coaching session for 12 months. You can update a coaching session and it remains active during that period. If a coaching session is inactive for a period of 6 months, it's status changes to Expired. You can access and duplicate the expired coaching session. You can also review the resources of the expired coaching session. To have optimal system performance and maintain scalability, we have managed the status of inactive sessions proactively.

John is a manager who leads a team of 40 agents. He noticed that his team's productivity has gone down over the last few days. This is because of the decrease in the productivity of five agents (Mike, Tony, Monica, Sara, and Stephan). He decides to coach them for the Productivity focus area and behaviors.

John uses two different scenarios based on the specific needs of the agents:

John creates a coaching session with the Productivity focus area and the Unscheduled Breaks behavior. He adds Mike as a participant for this coaching session. He adds resources and sends it to Mike. John can see that the status of the coaching session is Awaiting Acknowledgment.

Mike gets a notification for the coaching session. He reviews, adds feedback (ratings and comments), and acknowledges it. Now, John can see that the status is Completed.

John creates a coaching session. He selects the Productivity focus area and the Unscheduled Breaks behavior. He adds Tony, Monica, Sara, and Stephan as participants for this coaching session. As soon as he adds the second participant, the 1:1 coaching changes to group coaching and Completion Threshold appears. He defines the Completion Threshold as 50%. The coaching session is Completed when 50% of participants complete the coaching session.

He adds additional resources to the coaching session and sends it to the participants. He can see the status of the coaching session is Awaiting Acknowledgment. All the participants get notification of the coaching session.

Tony and Monica review the coaching session, add feedback, and acknowledge the coaching session. Once any participant acknowledges the coaching session, John gets a notification. Once 50% of participants acknowledge the coaching session, Completion Threshold is achieved. John can now see that the status of the coaching session is Completed.

Coaching Terminology

Concept

Description

1:1 Coaching If you select only one agent, 1:1 displays next to the Coach Name. 1:1 coaching means the coaching session is between a coach and only one agent.
Coach the Coach If you select participants who aren't agents, Coach the Coach displays next to the Coach Name. Coach the Coach is a session between a coach and other coaches.
Group (x) Coaching If you select more than one participant (it can be only agents or only coaches or combination of agents and coaches), Group Coaching displays next to the Coach Name. Group coaching means the coaching session is between a coach and multiple participants.
Completion Threshold

The percentage defined to mark a group coaching session as Completed.

For example, if you've selected five participants for a coaching session with a Completion Threshold of 80%, it will be considered Completed when five of the participants acknowledge it.
Draft status This status is displayed when you create a session and just save it. You can edit, duplicate, and delete a coaching session with Draft status.
Awaiting Acknowledgment status It displays when you send a coaching session to the participants. This status is displayed until the agent acknowledges a coaching session. You can edit and duplicate a coaching session with Awaiting Acknowledgment status. You can also send a reminder to the participants who have not acknowledged it.
Completed status It appears when a participant acknowledges a coaching session. You can duplicate a coaching session with the Completed status.
Overdue status It appears when a coaching session is not acknowledged before the Acknowledgment Due Date. You can edit and duplicate a coaching session with Overdue status. You can also send a reminder to the participants who have not acknowledged it.
Scheduled status It appears when a coaching session is scheduled for the future. You can only duplicate a coaching session with Scheduled status.
Assigned status It appears when a coaching session is assigned to other coach. You can duplicate and edit a coaching session with Assigned status.
Expired status

This status appears for the following scenarios:

  • If you send a coaching session directly for acknowledgment, it expires after 12 months from when you sent it.

  • If you save the coaching session as a draft first and then change its status later, it expires after 12 months from when you saved it as a draft.

  • If you save the coaching session as a draft and don't change it to another status, it expires after 6 months.

  • Coaching sessions with other statuses (except Completed) expires after six months if it is not changed to another status.

Create Coaching Sessions

Make sure you have sufficient permissions to create a coaching session. Refer permissions section for all permissions required in the CXone Coaching app.

  1. Click the app selector and select Coaching > Coaching Manager > New Coaching Session.

  2. Select a Focus Area and Behavior from the drop-down list.

    If you have a CXone Quality Management Premium license, you can access the out-of-the-box Enlighten behaviors and use it while creating a coaching session. For more details on Enlighten behaviors, see Enlighten AI. You can see Enlighten score (in the form of emoticons) in the Interaction grid of the coaching session form.

  3. You can add an Acknowledgment Due Date for the coaching session. The agent must acknowledge the coaching session on or before this due date. Agents will get reminders to complete the coaching session before acknowledgment due date.

  4. Enter the Objective for the coaching session.

    Your objective must be Specific, Measurable, Achievable, Realistic, and with a clear Time Frame (SMART) to be effective.

  5. You can Add Metrics to the coaching session. This helps to measure coaching effectiveness. Coaching effectiveness is a measure to gauge the effectiveness of the coaching session. This feature is supported only for users with the Performance Management(New) license.

  6. In the Participants section of the Coaching Manager page,

    • Click Add Participants to add or remove the participants for the coaching session. You can add only active users to the coaching session. You can see different coaching types as per participants. Refer to the Coaching Terminology to understand different coaching types.

    • Click Add Viewers to add or remove the viewers in the coaching session. Viewers are the users other than the coaching session creator, coach, and participants. Viewers can monitor coaching session progress in real time. They can view coaching sessions in read-only mode in Coaching Manager.

    Click Confirm after adding participants or removing selected participants.

  7. You can delegate a coaching session to another coach. Click icon next to Send for Acknowledgment button and then click Delegate Session. The Delegate Session drop-down field appears below the Objective field. Select the delegated coach from the list. The new coach gets a notification for the delegated coaching session. Ensure that the View permission in the Employees section of the Admin App is enabled for the delegated coach's role if the delegated coach is an agent user.

    John is the coach for a coaching session. He will conduct a coaching session and send it for acknowledgment to the agent. Now, John has to complete some other urgent tasks and he is unable to conduct a coaching session. John delegates that coaching session to Nathan. Nathan has similar rights to conduct a coaching session. Nathan conducts a coaching session and sends it for the agent's acknowledgment.

  8. From the Add Resources section:

    1. You can add interactions to the coaching session if you have the appropriate permissions. Click Interactions. Search and Add interactions from the Select Interactions page.

    2. Click Attachments. After the attachment is scanned for viruses, you can rename it and click Upload.

      Attachments are securely stored in the AWS cloud. Access to these attachments is granted based on specific roles within the coaching session:

      • Creator Coach: The coach who created the session has full access to the attachments they uploaded.

      • Delegated Coach: If the creator coach assigns another coach to the session, the delegated coach also gains access to the attachments.

      • Viewers: Individuals assigned the viewer role for a specific session can access and view the attachments.

      • Participants: Agents or employees involved in the session can access the shared attachments.

    3. For 1:1 type coaching sessions, you can add evaluations to the coaching session if you have the appropriate permissions. Click Evaluations. Search and Add evaluations from the Select Evaluations page.

      To view evaluations:

      Make sure View permission of Evaluation Forms is enabled. See QM Permissions.

      Also, check if Views are created to view evaluations for your team. See Views.

    4. Click Links to add links to the coaching session. In the Add Links pop-up, you can add the link URL and the link Label. This is the dedicated space to add links in the coaching session.

  9. You can provide a Comment.

  10. Now, you can choose how to send the coaching session:

    Send for Acknowledgment: Click Send for Acknowledgment to notify each participant about their coaching session. Participants need to acknowledge the coaching session to complete it.

     

    Schedule: Click Schedule to schedule a coaching session.

    • The Schedule button on the coaching session page is available only if CXone WFM is enabled for your company.

    • The Schedule button gets enabled if you add only one participant. Currently, scheduling is supported for only 1:1 coaching type.

    1. Select an Activity Code from the drop-down list.

    2. Select a Date, Start Time, and Duration for scheduling the coaching session.

    3. Click Check Availability to display the available slots for the participant and the coach.

    4. Select the available slot and click Schedule.

  11. You can also Save the coaching session and edit it later as required.

Edit Coaching Sessions

You can edit a coaching session form and resend it for acknowledgment. Keep in mind, you can only edit coaching sessions that are in Draft or Awaiting Acknowledgment status:

  • Draft: You can edit any data.

  • Awaiting Acknowledgment: You can edit any data except the participants.