Coaching an agent

Last Updated : Oct 31, 2022 |
Prolog information
Metadata
Keywords:
Use this procedure to coach an agent on an active ongoing interaction to address a customer request.
Before you begin
Ensure that you are observing the interaction for which you must coach the agent.
  1. On the interaction card, click the Coach icon (Coach).
    STEP RESULT:
    The application displays a coaching section where you can send messages to the agent.
  2. In the required channel widget, click the Coaching tab.
  3. In the Enter message field, type your message for the agent, and click the Send icon (Send).
    ADDITIONAL INFORMATION:
    Only the agent can view the messages you send in the coaching section.