Coaching an agent

Last Updated : Oct 23, 2023 |

About this task

While observing an interaction, you can use the Coaching feature to provide guidance to the agent. During the coaching session, you can send private chat messages to the agent. The customer cannot see your messages.

Before you begin

Ensure that you are observing an interaction.

Procedure

  1. On the interaction card, click the Coach icon.

    Avaya Workspaces for CRM alerts the agent that a supervisor is coaching the interaction.

  2. On the Web Chat widget, click the Coaching tab.
  3. In the Enter message field, type a private message for the agent and then click the Send icon to send it.