Select Performance > Workspace > Interactions.

1. Select  Menu > Analytics > Analytics Workspace. 
2. Select the Create new tab option (), and select Interactions.
3. Select the interaction for which you want to schedule a coaching appointment.
4. Click Schedule coaching.

Select Performance > Workspace > Interactions.

1. Select Menu > Analytics > Analytics Workspace.
2. Select the Create new tab option (), and select Interactions.
3. Select the interaction for which you want to schedule a coaching appointment.
4. Click Schedule coaching.

Select Performance > Workspace > Agent.

1. Select Menu > Analytics > Analytics Workspace.
2. Select the Create new tab option (), and select Agent Performance.
3. Select the Development tab.
4. Click Schedule coaching.

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.

1. Select the appointment type.
2. Choose the booking method from a drop-down:
   • Optimal
   • Custom
   • Off Schedule
3. Set or confirm the appointment duration.
4. Review and confirm the selected time slot.