Coaching Plans

Still using Coaching Plans? They will be switched to read-only mode in the upcoming release (24.4). We have new CXone Coaching with enhanced features.

Once you've created coaching packages, you use coaching plans to distribute them to the employees. A coaching plan defines the distribution list as well as the start and the end date for each package.

You can also add scheduling details to a plan. Once the plan is created, any employees in the plan will be automatically scheduled for the coaching, at a time that works best with their availability.

Once a coaching plan is active, the employees in the distribution list will receive the coaching package for review.

You can keep track of the status of the plans, as well as send a reminder to employees who have not completed their coaching package, directly from the Coaching Plan page.

Create a Coaching Plan

  1. Click the app selector and select CXone Coaching.

  2. Click Coaching Plans.

  3. Click New Coaching Plan.

  4. Define a name for your plan and select a coaching package.

  5. Define the start and end dates for your coaching plan.

  6. Click Add Employees, and choose the employees that will receive the coaching plan. You can filter employees by Teams, Groups, and Skills.

  7. To automatically schedule time for your employees to complete the coaching:

    1. Click Schedule.

    2. In the Scheduling Details window, select the Activity Type for the coaching, and then enter the Simultaneous Scheduling number. This defines how many agents can be scheduled at the same time for the coaching activity.

    3. Click Save.

    Any scheduling issues will appear in the Schedule Status column.

  8. Click Submit.

    If the start date for the plan hasn't arrived yet, it will be listed as Scheduled.

    Once the start date arrives, the plan distributes the coaching packages and schedules the employees for coaching (if you defined scheduling details). The plan status changes to Active.

    Keep in mind, an active plan cannot be edited or deleted.

    The employees in the distribution list will receive notifications and the coaching package will appear in their Coaching page in My Zone.

Monitor Coaching

Keep track of active coaching plans, as well as how many employees have completed their coaching, directly from the Coaching Plans page.

Click on a plan to drill down and see more details. You can filter by Completion Status to see which of your employees have or haven't completed their package yet.

Column Information
Remaining Days The days remaining until employees are required to complete their coaching.
Employees The total number of employees assigned to this coaching plan.
Responses The number of employees assigned to the coaching plan that have completed it.
Status Whether the plan is currently Scheduled, Active, or if it has Expired.
Actions

Currently the available actions for coaching plans include Delete.

Keep in mind, you cannot delete an active plan.

Click on a plan to drill down and see more details. You can filter by Completion Status to see which of your employees have or haven't completed their package yet.

Send Reminders

You can remind employees about their coaching packages, if you see they have still not completed them.

  1. Click the app selector and select CXone Coaching.

  2. Click Coaching Plans.

  3. Click on the coaching plan.

    Remember, you can only send reminders to employees for coaching plans that are active.

  4. Click Send Reminder in the top right of the grid to send reminders to all employees who have not completed the coaching.

    The employees who have not completed the coaching will receive notifications reminding them to do so.