Schedule a coaching appointment

AI-generated summary

Genesys Cloud enables quality managers, performance management administrators, evaluators, and supervisors to schedule coaching appointments for agents through multiple access points including the performance detail view, Coaching page, Performance Workspace Interactions, Analytics Workspace, and Agent Development view. Users must possess specific permissions including Coaching Appointment (Add, Participate, View), Coaching AppointmentStatus (View), General Content Management User, Coaching Schedule Slot (View, Add), and Coaching ScheduleSlotJob (add, view) permissions, with additional Workforce Management Schedule View permissions required to access schedule previews for optimal slot identification. The system supports three appointment scheduling methods, each serving distinct use cases. Optimal Slots automatically identifies the most suitable available times within a six-week period based on agent adherence, availability, and best-practice timing, with appointment durations defaulting to 30 minutes or auto-filled based on module settings. Custom Slots allow users to define their own preferred date and time window up to six weeks within a six-month window, displaying one highlighted optimal slot and additional staffing-based suggestions for the first week of the selected range. Off Schedule enables manual scheduling outside the agent's formal WFM schedule for urgent or unplanned meetings, bypassing automatic scheduling checks and WFM calendar updates. For non-WFM users, Off Schedule is the default method with other options unavailable. Coaching appointments cannot overlap with existing coaching appointments for the agent or facilitator, and users can only coach agents within divisions for which they have authorization. Any participant can be designated as a facilitator, and all participants can access content added to coaching appointments from Content Management. In workforce management environments, participants can view all participant schedules; in non-workforce management environments, only coaching sessions for the attendee and scheduler are visible. Custom activity codes can be configured with Meeting, Off Queue, or Training categories to track employee development activities. The system supports scheduling appointments up to six weeks in advance from agent interactions view, workforce management systems, and analytics Agent Development views

PrerequisitesClick to expand

The following permissions:

Coaching > Appointment – Add
Coaching > Appointment – Participate
Coaching > Appointment – View
Coaching > AppointmentStatus – View
General > Content Management User
Coaching > Schedule Slot – View
Coaching > Schedule Slot – Add
Coaching > ScheduleSlotJob – add
Coaching > ScheduleSlotJob – view

To view schedule preview for optimal slots:

Workforce Management > Schedule > View permission

As a quality manager, performance management administrator, evaluator, or supervisor, you can schedule coaching appointments for agents directly from the performance detail view or the Coaching overview page. You can also select anyone to be a facilitator.

When you create a coaching appointment, you cannot schedule it over an existing coaching appointment for the agent or facilitator. For more information about editing an existing coaching appointment, see Edit a coaching appointment.

Notes:

When you work with coaching, you can only coach agents in divisions for which you have permission. You can only view data from the divisions that you are a member of. For more information, see Divisions overview and Assign roles, divisions, licenses, and add-ons.
The process for creating a coaching appointment differs when you work in a workforce management environment. If you work in a workforce management environment and create a coaching appointment, you can view the participant schedules. If you do not work in a workforce management environment, you can only see coaching sessions for the attendee and yourself. For more information, see the following procedures.
For newly scheduled coaching sessions, you can add a custom activity code to determine employee development activity codes for coaching and learning. To make the activity code selectable in the drop-down menu, configure the custom activity code’s category as Meeting, Off Queue or Training. For more information, see the Scheduling configuration section in Add a business unit.

You can schedule an appointment for up to six weeks from the agent’s interactions view, through workforce management, and from the analytics Agent Development Summary and Agent Development views.

All participants can see content when a participant adds it to a coaching appointment from Content Management.

Access the schedule a coaching appointment option

Schedule a coaching appointment in a quality management environmentClick to expand

Schedule a coaching appointment in a workforce management environmentClick to expand

Schedule a coaching appointment from the Agent Development viewClick to expand

Schedule a coaching appointment

Appointment scheduling optionsClick to expand

When scheduling a coaching session, you can choose from three booking methods (optimal slots, custom slots, and off-schedule):

Optimal slots

Optimal slots, the default scheduling method. uses an algorithm that considers the best time for service goals defined in workforce management (WFM). This method finds and highlights the most suitable appointment times based on adherence, agent availability, and best-practice timing over a six-week period. Appointment durations default to 30 minutes.

Key features:

Automatically suggests the most optimal available slot.
Appointment durations are auto-filled based on module settings for learning, or default to 30 minutes for coaching.
Users can view and select from time frames like today, tomorrow, one week, one month, and six weeks.
The most optimal slot is highlighted and selected by default.

Custom slots

Custom slots allow you to specify your own preferred time range.

How it works:

You can define a custom date and time window (up to six weeks within a six-month window).
When available, a single optimal slot is highlighted within your selected range.
A section called Other Available Slots provides more staffing-based suggestions for the first week of your selected range.

Important notes:

For best results, choose a time range of one week or more starting from now.
If no slots are found, then try increasing the time range.
If your selected range exceeds one week, other available slots are based on the first week only.

Off schedule

Off-schedule allows you to schedule appointments outside the agent’s formal WFM schedule. It is ideal for urgent or unplanned meetings.

Behavior

You can manually select a date, time, and duration without invoking WFM schedule data.
The Off Schedule option bypasses any automatic scheduling checks and does not update the agent’s WFM calendar.
A message clarifies the implications: This appointment will be set for the selected time but will not be added to the agent’s schedule.
Note: the agent’s schedule is not referenced when determining available times for this booking.

For non-WFM users

If the agent or facilitator is not within WFM, this method is used by default.
Other options are unavailable, with tooltips that explain the limitation.

Scheduling a coaching appointmentClick to expand

Notes and best practices

Use Optimal Slots for best adherence and scheduling alignment.
Switch to Custom Slots when you need more control over timing.
Choose Off Schedule for urgent or schedule-independent coaching sessions.
For learning modules, slot duration is determined by the module’s recommended completion time.
If no recommended duration is available, the system does not auto-search and prompts the user to set a time manually.

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Schedule a coaching appointment

Access the schedule a coaching appointment option

Schedule a coaching appointment

Notes and best practices

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