Adding to Coaching from grading allows Graders to mark tickets with valuable insight directly from the grading workflow. With this:
Graders can quickly help suggest items for coaching while they evaluate an Agent’s tickets
Team Leads can always have a backlog of suggested coaching topics to reference when setting up a coaching sessions with their agent
Teams can build a stronger connection between their QA processes and Coaching programs
How to Add to Coaching from Grading
From the grading screen, select “Add to Coaching” for a criterion with a valuable Coaching opportunity
Mark the Coaching Point as a strength, or opportunity, and leave some notes for the Agent and Coach on why it’s a good Coaching opportunity
[optional] To link this point to a specific session, select the session from the dropdown. The criteria will then appear in the Agent’s Coaching Session as a Coaching Point.
Graders can only add specific criteria to tickets, and not the entire ticket
✍ Note: Admins can restrict which User Groups have access to this functionality at the bottom of our Role Permissions tab in User Roles
🎥 Check out this video for a visual explanation: