Performance Management Coaching
Coaching enables you to determine which agents need assistance to perform their jobs, and helps you schedule and manage sessions to provide that assistance. CXone Performance Management can use parameters you configure in the rules engine to analyze agent performance and generate a report of those agents who need coaching. You can also create coaching sessions manually when needed.
Administrators can view information for all coaching sessions in Coaching Admin (Quality > Coaching Admin), including: session participants, KPI Goals, Tasks, Form Scores, and Flags. Use the filters such as a Start/End Date or the drill-down filter to narrow the parameters of coaching sessions you want to view. Click the blue Load icon to generate a list of users that have participated in a coaching session within your previously defined parameters. This list shows basic session information for each category. To view more detailed information, hover your mouse over a category and click the notepad icon that appears next to the category title.
Coaching forms can be used to assist coaches in standardizing sessions or to allow agents to provide feedback on the value of a coaching session. They can also be used to assign tasks during a session.
Coaching Form Page

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Form Options (1) |
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Coaching Form Bar (2) | This bar contains elements to edit and control the form overall. The following items explain each element:
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Subform Bar (3) | Each subform has a bar which enables you to add questions, edit details such as the name or description, and expand or collapse the subform. |
Question Details (4) | This area contains the following elements:
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Edit Icons (5) | The icons on the right side of each question allow you to do the following:
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Answer Details (6) | Click the Expand/Collapse Answers icon, indicated by an angle bracket, to display answer details for each question. The following items explain elements of the answer details drop-down.
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