Follow up on completed performance goals

IMPORTANT   Performance Coaching is not currently available for purchase.

When an agent is assigned a coaching commitment, they have a due date for raising their score on the evaluation question linked to that commitment. If they meet the goal by the due date, they should be recognized. If they don’t meet the goal, they might need further coaching. A coach needs to connect with agents in both of these situations.

Each of these connections is called a task. Workforce Optimization automatically creates a task when the due date for a commitment passes. The Task Manager page shows a list of outstanding tasks for agents who are within your scope.

Prerequisites

  • Your organization uses Provider Quality Management and Performance Coaching.
  • You have scope over at least one team in Workforce Optimization.
  • You have the Performance Coach or Performance Administrator permission.
  • You are using Google Chrome or Microsoft Edge. Performance Coaching is not supported in other browsers.

Page location

Performance Coaching > Team Performance > Task Manager > View All

Procedures

Recognize an agent who met their coaching commitment

  1. Click a Recognition task. Information about the performance goal appears on the right side of the page.
  2. (Optional) To see more information about the commitment, click View Details.

  3. Click Recognize (lower-right corner of the page).

    NOTE   Clicking Recognize technically completes the task, but it does not automatically send any recognition to the agent. To recognize the agent, you need to reach out to them directly or follow your organization’s procedures for recognizing performance improvements.

Follow up with an agent who did not meet their coaching commitment

Follow these steps to create a new coaching session with a new goal and due date.

  1. Click a Follow Up task. Information about the performance goal appears on the right side of the page.
  2. (Optional) To see more information about the commitment, click View Details.
  3. Click Follow Up (bottom right corner of the page). The Coaching Session page opens. See Create a coaching session.

View past coaching tasks

A task appears on this list when a coach opens it and clicks Recognize or Follow Up.

  1. Click Task History.
  2. Click a task for more information. Information about the performance goal appears on the right side of the page.
  3. (Optional) To see more information about the commitment, click View Details.

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