The Playvox coaching model is unique in its form-based approach which supports more frequent coaching sessions as well as time-efficient strategies for busy team leaders. Before you fill out the form to start your coaching session, make sure you have configured your Coaching Settings. You’ll need the Coaching Topics and Templates created before this step.

Note: Our coaching sessions are not limited to agents. Your company may find it beneficial to utilize this product with your Team Leaders and Administrators as well! Just make sure to select “General” under the Coaching type as team leaders and Admins won’t be associated with Quality Reports or Performance KPIs.

How to find the Coaching Form

From Coaching:

  1. Go to Coaching > Reports OR

  2. Go to Coaching > All sessions.

  3. Click the green Start Coaching button.

From Performance:

  1. Go to Performance > Reports.

  2. Set your filters for date, campaign and/or team as necessary.

  3. Then, make sure to select Performance by Agent under the Select Report field.

4. Click on the Coaching Icon next to the agent you’d like to coach.

From Quality:

  1. Go to Quality > Reports.

  2. Scroll to the bottom of the page and click the Agent tab in the Overview by table.

  3. Click on the Coaching icon next to the agent you’d like to coach.

From an Evaluation:

  1. Immediately after finishing an evaluation, you will be brought to a summary page.

  2. Click on the Coaching Icon under the agent’s profile picture.

Note: You may also get to this summary page by going to Quality > Evaluations and clicking the Interaction ID.

Filling out the coaching form

Once you have opened the coaching form (regardless of where you opened it from), you are ready to provide feedback and start your coaching session!

  1. First, choose your Coaching type. Coach against Performance KPIs, Quality results or General areas for improvement.

Note: The form will change slightly depending on the Coaching Type you choose. See below for type-specific information. Also, some fields may be filled in automatically depending on where you opened the form from. E.g. if you clicked on the coaching icon from a specific Quality Evaluation, Playvox would autofill the Coaching Type, Scorecard, and Coaching with fields on the Coaching Form.

2. Fill out the coaching form.

QUALITY Coaching Type Form

Here are the fields you’ll see if you selected Quality as the Coaching Type.

  • Scorecard: Select the Scorecard you’d like to coach on

  • Coaching with: Select the Agent, Team Leader or Admin who will receive the Coaching.

  • Coaching topic / area for improvement: Select the coaching topic from the drop down window.

  • Feedback: This is the star player of your Coaching Form. Enter personalized feedback into this section or choose a standardized template.

  • Compare Quality Results to : Select two periods of time to compare Quality Improvements. This measures coaching feedback quality as well as the effectiveness of organization members to apply that feedback. This effectiveness score is visible on the team leader’s coaching report.

Note: It is important that you set an After coaching END DATE that is outside the date of the next expected quality review. This will assure a future quality evaluation has been conducted for comparison purposes.

  • File: You can attach any files that may pertain to the specific coaching session.

PERFORMANCE Coaching Type Form

Here are the fields you’ll see if you selected Performance as the Coaching Type.

  • Campaign : Select the Campaign for your coaching

  • Coaching with: Select the Agent, Team Leader or Admin who will receive the Coaching.

  • Coaching topic / area for improvement: Select the coaching topic from the drop down window.

  • Feedback: This is the star player of your Coaching Form. Enter personalized feedback into this section or choose a standardized template

  • Compare KPIs by Time Period: Select two periods of time to compare Performance improvements.

  • KPIs to improve: Select any specific KPIs that the coaching feedback addresses and how much you want the KPIs to improve.

  • File: You can attach any files that may pertain to the specific coaching session.

GENERAL Coaching Type Form

A General coaching is used when the information you’d like to coach on is not coming directly from Playvox, such as QA scores or KPIs. Performance reviews, compliance warnings, general encouragement, or appraisals can all be completed with the General coaching form. Here are the fields you’ll see if you selected General as the Coaching Type.

  • Coaching with: Select the Agent, Team Leader or Admin who will receive the Coaching.

  • End date: Select the date to review progress.

  • Coaching topic / area for improvement: Select the coaching topic from the drop down window.

  • Feedback: This is the star player of your Coaching Form. Enter personalized feedback into this section or choose a standardized template.

  • File: You can attach any files that may pertain to the specific coaching session.

What’s next?

  1. Once you’ve filled out your Coaching Form and reviewed it for accuracy, you’re ready to hit Send!

2. You may view the coaching immediately after sending by hitting the green View

Coaching button that appears at the top of your screen with the confirmation

message or go to Coaching > Manage sessions in progress. Read more about

Managing Coaching Sessions here.

3. The agent will receive a notification that they have been invited to a coaching

session.

4. Clicking on the notification will lead them to their coaching session where they

will be able to review the material, acknowledge receipt of the feedback, and

reply to comments.

5. Once the End Date has been reached, and the coaching session has been

completed, you will be able to determine whether or not the coaching session

has been achieved.

6. Your selection will be recorded and a notification will be sent to the agent. They

will then have the opportunity to review the coaching as a whole, and give you a

satisfaction rating.

This rating will show up in reporting.

You’re racing to the finish line now, Coach! If you’d like to learn how to automate Quality Coaching recommendations, check out this article. Otherwise, our article on Managing Coaching Sessions is next in the Game Plan. Happy reading!

Coaching at a Glance

Coaching Settings

Automated Quality Coaching Recommendations

Managing Coaching Sessions

Coaching Reports

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