Monitoring Coaching Effectiveness

Once you've assigned coaching packages to agents, you can view their progress and the impact of the coaching on your agents' performance in the My Dashboard page. You can also view an agent's performance score. Based on the performance score, you can decide the effectiveness of a coaching package.

To monitor coaching effectiveness:

  1. Click the app selector and select My Zone.
  2. Click My Dashboard.

  3. In the Performance Trend area, choose the agent(s). The graph displays the agent's performance score for the last three months.