View and manage coaching sessions in Performance Management

On the Coaching page in Performance Management, you can schedule a session and view past and future coaching sessions. Below is an example of information for one upcoming coaching session:

The Target for each session is the target metric that the agent needs to reach. In the example above, the agent needs to reach 85% adherence in 11 days. The time zone listed for the coaching session comes from the system time zone on your computer.

Video Overview: Creating Coaching Sessions (length 10:09)

Prerequisites

  • Your organization has enabled the new login experience. See Log in to Calabrio ONE with your subdomain URL for more information.
  • If your organization wants to add a Coaching activity to agents’ WFM schedules, the activity must first be created in WFM. See Create activities for more information.
  • You have the View Performance Management permission.
  • To view your WFM schedule in Performance Management as an agent, you need the API access > Read organization permission in WFM. See How WFM function permissions work.
  • To schedule coaching sessions for other people, you need at least one of the following permissions:
    • Administer Performance Management Essentials
    • Approve Coaching Session
    • Coach View Access (This permission lets you create sessions, view agents' requests for coaching sessions, and either reject the requests or send them for approval. It does not let you schedule sessions.)
  • To schedule a coaching session, you must have scope over both the agent and the coach that you want to schedule a session for. See Create and edit users for QM, Analytics, Insights, and Performance Management for more information about scope.

Page location

Performance Management > Coaching

Procedures for agents

View upcoming coaching sessions

  1. Click the Scheduled tab.
  2. Click the View Details button for an individual session.
  3. (Optional) To see the coaching session within your WFM schedule, click View Schedules. The Viewing [Your Name’s] Schedule window opens to show today’s schedule. To see the schedule for a different date, click the date in the calendar. The window has additional options for taking a broader look at your schedule. Click Close to close the schedule window.
  4. To close the session, click Cancel.

Request a coaching session

  1. Click Request Coaching.
  2. Enter a name in the Session Title field.
  3. (Optional) Select a performance path from the Path drop-down list. Ask your supervisor if you’re not sure which option to select.
  4. (Optional) Select the performance measure that you want help with from the KPI Metric drop-down list. Ask your supervisor if you’re not sure which option to select.
  5. (Optional) Enter any notes for the coach or coaching administrator in the Comments/Notes field. The information you enter here will be visible to the coach, the person who schedules coaching sessions, and anyone else who has access to view the information about this session.
  6. Click Request Coaching. Your request appears on the Requested tab.

View past coaching sessions

  1. Click the Completed tab.

  2. To see whether you achieved the goal for the session, click View Result for an individual session. The Coaching Result window opens, showing the status of the session's mini-goal, the target metric, the actual metric you achieved, and any notes that were entered when the session was created.

  3. Click the View Details button for an individual session.
  4. To close the session, click Cancel.

View missed coaching sessions

  1. Click the Missed tab. Coaching sessions that were scheduled but not completed appear here.
  2. Click View Details for more information about the session.
  3. To close the session, click Cancel.

Delete a coaching request

  1. Click the Requested tab.
  2. Click Delete next to the request you want to remove. The Confirm deletion window opens.
  3. Click Delete. The Confirm deletion window closes, and the request disappears from the Requested tab.

Procedures for supervisors or coaches

Schedule a new coaching session

  1. Click Schedule Coaching.
  2. Enter a name in the Session title field.
  3. Select the agent who will receive the coaching from the Agent drop-down list.
  4. Select the person who will lead the session from the Coach drop-down list. This list includes everyone who has the Coach View Access or Administer Performance Management Essentials permissions.

  5. Enter the session Date, Start time, and End time.

    NOTE   The time zone listed next to the Start time and End time fields comes from the system time zone on your computer.

  6. (Optional) To add the coaching session to the agent’s schedule in WFM, select Link to WFM. If your organization does not have Calabrio WFM, or you don’t want to add the session to the agent’s schedule, select Don’t link WFM integration. If you select Link to WFM, additional fields appear.

    NOTE   If you schedule a coaching session that conflicts with a non-overwritable activity on the agent’s schedule, a warning message appears when you save the session. You can either override the non-overwritable activity and schedule the coaching session in its place or cancel and return to the session to change its time. See Create activities for more information about activities.

  7. (Optional) To see the coaching session within the agent’s WFM schedule, click View Schedules. The Viewing [Agent Name’s] Schedule window opens to show today’s schedule.

    • By default, Calabrio ONE shows the agent's schedule in your time zone. To see the schedule in a different time zone, select the time zone from the drop-down list in the upper-left corner of the window.
    • To see the staffing levels for the day of the coaching session, click Staffing schedule. The Staffing schedule window opens to show the forecasted overstaffing or understaffing for the skills that are assigned to the agent. To see staffing for a specific skill, click the skill name.
    • To see the schedule for a different date, click the date in the calendar.
    • The window has additional options for taking a broader look at the agent’s schedule.
  8. If you selected Link to WFM, select the agent's Business Unit if it is not already selected.
  9. If you selected Link to WFM, select the activity to add to the agent's schedule from the Activity drop-down list.
  10. (Optional) If the coaching session will be held virtually, enter a link to the virtual meeting in the Meeting Link field. The link will be visible to agents in the coaching session.
  11. (Optional) Select the performance path assigned to the agent from the Path drop-down list.

  12. (Optional) Select the performance measure that the agent needs to improve from the KPI metric drop-down list.

    EXAMPLE   You want the agent to decrease the amount of time they leave calls on hold. You select WFM > Hold Time from the KPI metric drop-down list.

  13. (Optional) Enter the score that the agents needs to reach in the Target metric field. If the metric is time based, enter the goal time in seconds.

    EXAMPLE   You want the agent to leave calls on hold for no more than five minutes. You enter 300 in the Target metric field.

  14. (Optional) Enter the date by which the agent needs to reach the goal in the Target date field. The earliest date you can select is the same day as the coaching session.

    EXAMPLE   The agent has one month to reach a hold time metric of under five minutes. The coaching session is scheduled for a week from today, so you enter the date that is one month after the session date as the Target date.

  15. (Optional) Enter any notes for the agent or the coach in the Comments/Notes field. The information you enter here will be visible to the agent, the coach, and anyone else who has access to view the information about this session.

  16. The last step varies depending on which permissions you have:

    If you have this permission: Do this:
    Coach View Access

    Click Send for approval. The session appears under the Approval Required tab on the Coaching page.

    Administer Performance Management Essentials or Approve Coaching Session

    Click Schedule coaching. The session appears under the Scheduled tab on the Coaching page. If you selected Link to WFM, the session appears on the agent’s schedule as a meeting.

View coaching requests from agents

  1. Click the Requested tab.
  2. Click Schedule Session to view the entire request.
  3. (Optional) Edit the session details as needed.

  4. (Optional) To see the coaching session within the agent’s WFM schedule, click View Schedules. The Viewing [Agent Name’s] Schedule window opens to show today’s schedule.

    • By default, Calabrio ONE shows the agent's schedule in your time zone. To see the schedule in a different time zone, select the time zone from the drop-down list in the upper-left corner of the window.
    • To see the staffing levels for the day of the coaching session, click Staffing schedule. The Staffing schedule window opens to show the forecasted overstaffing or understaffing for the skills that are assigned to the agent. To see staffing for a specific skill, click the skill name.
    • To see the schedule for a different date, click the date in the calendar.
    • The window has additional options for taking a broader look at the agent’s schedule.

  5. The last step varies depending on which permissions you have:

    If you have this permission: Do this:
    Coach View Access

    Click Send for approval. The session appears under the Approval Required tab on the Coaching page.

    Administer Performance Management Essentials or Approve Coaching Session

    Click Schedule coaching. The session appears under the Scheduled tab on the Coaching page. If you selected Link to WFM, the session appears on the agent’s schedule.

Approve or reject a coaching session

There are two ways to approve or reject a coaching session.

Option 1: From the Approval Required tab

  1. Click the Approval Required tab.
  2. Click the Review Request button for an individual session.
  3. (Optional) Edit the session details as needed.

  4. (Optional) To see the coaching session within the agent’s WFM schedule, click View Schedules. The Viewing [Agent Name’s] Schedule window opens to show today’s schedule.

    • By default, Calabrio ONE shows the agent's schedule in your time zone. To see the schedule in a different time zone, select the time zone from the drop-down list in the upper-left corner of the window.
    • To see the staffing levels for the day of the coaching session, click Staffing schedule. The Staffing schedule window opens to show the forecasted overstaffing or understaffing for the skills that are assigned to the agent. To see staffing for a specific skill, click the skill name.
    • To see the schedule for a different date, click the date in the calendar.
    • The window has additional options for taking a broader look at the agent’s schedule.

  5. The last step varies depending on which combination of permissions you have:

    If you have this combination of permissions: Do this:

    Approve Coaching Session + either Administer Performance Management Essentials or Coach View Access (or both)

    Click Approve or Reject.

    Sessions that you approve appear under the Scheduled tab on the Coaching page. If you selected Link to WFM, the session appears on the agent’s schedule as a meeting.

    Rejected sessions appear under the Rejected tab on the Coaching page. Rejected sessions are automatically deleted after 30 days.
    Any other combination of the Approve Coaching Session, Administer Performance Management Essentials, and Coach View Access permissions

    Click Send for approval or Reject.

    Sessions that you send for approval appear under the Approval Required tab on the Coaching page. From there, they need to be handled by someone with the Approve Coaching Session permission.

    Rejected sessions appear under the Rejected tab on the Coaching page. Rejected sessions are automatically deleted after 30 days.

Option 2: From the Requested tab

  1. Click the Requested tab.
  2. Click Schedule Session for an individual session.
  3. (Optional) Edit the session details as needed.

  4. (Optional) To see the coaching session within the agent’s WFM schedule, click View Schedules. The Viewing [Agent Name’s] Schedule window opens to show today’s schedule.

    • By default, Calabrio ONE shows the agent's schedule in your time zone. To see the schedule in a different time zone, select the time zone from the drop-down list in the upper-left corner of the window.
    • To see the staffing levels for the day of the coaching session, click Staffing schedule. The Staffing schedule window opens to show the forecasted overstaffing or understaffing for the skills that are assigned to the agent. To see staffing for a specific skill, click the skill name.
    • To see the schedule for a different date, click the date in the calendar.
    • The window has additional options for taking a broader look at the agent’s schedule.

  5. The last step varies depending on which combination of permissions you have:

    If you have this combination of permissions: Do this:

    Approve Coaching Session + either Administer Performance Management Essentials or Coach View Access (or both)

    Click Schedule coaching or Reject.

    Sessions that you schedule appear under the Scheduled tab on the Coaching page. If you selected Link to WFM, the session appears on the agent’s schedule as a meeting.

    Rejected sessions appear under the Rejected tab on the Coaching page. Rejected sessions are automatically deleted after 30 days.
    Any other combination of the Approve Coaching Session, Administer Performance Management Essentials, and Coach View Access permissions

    Click Send for approval or Reject.

    Sessions that you send for approval appear under the Approval Required tab on the Coaching page. From there, they need to be handled by someone with the Approve Coaching Session permission.

    Rejected sessions appear under the Rejected tab on the Coaching page. Rejected sessions are automatically deleted after 30 days.

View upcoming coaching sessions

  1. Click the Scheduled tab.
  2. Click the View Details button for an individual session.
  3. To close the session, click Cancel.

View coaching sessions that cannot be added to external calendars

If your organization has enabled an external calendar connection to Performance Management (see Connect external calendars to Performance Management), coaches must connect their calendars for their coaching sessions to appear on their external schedules. If coaches do not connect their calendars, Performance Management still assigns them to coaching sessions, but the sessions do not appear on the coaches' external calendars.

  1. Click the Action Required tab. Sessions assigned to coaches who have not connected their calendars appear with Calendar connection missing in the Action column.
  2. Hover over Calendar connection missing to see the coach's name.
  3. Send the coach the instructions in the "Procedures for coaches" section here: Connect external calendars to Performance Management.

Edit a coaching session that has not yet been approved

  1. Click the Approval Required tab.
  2. Click the Modify request button for an individual session.
  3. Make changes to the session as needed.
  4. Click Send for approval.

Edit a scheduled coaching session

  1. Click the Scheduled tab.
  2. Click the View Details button for an individual session.
  3. Make changes to the session as needed.
  4. Click Update Session. If you have the Coach View Access permission, the session returns to the Approval Required tab and must be approved again (seeApprove or reject a coaching session). If you have the Administer Performance Management Essentials or Approve Coaching Session permissions, your changes do not need to be approved.

Mark a coaching session as completed or missed

  1. Click the Action Required tab. Coaching sessions with an end time in the past have an Update Status button in the Action column.
  2. Click Update Status. The coaching session details page opens.
  3. In the Coaching session status section at the top of the page, select Coaching completed or Coaching missed.
  4. Click Update Session. Coaching sessions that you marked completed move to the Completed tab. Coaching sessions that you marked as missed move to the Missed tab.

Delete a coaching session

When you delete a coaching session, the session disappears from Performance Management. If you linked it to the agent’s schedule in WFM, it also disappears from the agent’s WFM schedule.

  1. Click the Scheduled tab.
  2. Click the View Details button for an individual session.
  3. Click Delete. The session is deleted immediately.

Publish a draft coaching session

  1. Click the Drafts tab.
  2. Click the View Details button for an individual session.
  3. Click Update Session. The session is published immediately.

View past coaching sessions

  1. Click the Completed tab.

  2. To see whether the agent achieved the goal for the session, click View Result for an individual session. The Coaching Result window opens, showing the status of the session's mini-goal, the target metric, the actual metric achieved by the agent, and any notes that were entered when the session was created.

  3. Click the View Details button for an individual session.
  4. To close the session, click Cancel.

View missed coaching sessions

  1. Click the Missed tab. Coaching sessions that were scheduled but not completed appear here.
  2. Click View Details for more information about the session.
  3. To close the session, click Cancel.

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