Systems and methods for facilitating contact center coaching
First Claim
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1. A method for coaching an agent of a contact center comprising:
- displaying, to a user, information corresponding to a condition indicating that the agent is failing to meet pre-established criteria;
receiving input from the user, the input indicating that a coaching meeting is to be scheduled with the agent in order to address the condition;
responsive to the input, generating a coaching session form, the coaching session form comprising information corresponding to the agent; and
displaying the coaching session form to the user.
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Abstract
Systems and methods for facilitating contact center coaching are provided. In this regard, a representative method for coaching an agent of a contact center includes: displaying, to a user, information corresponding to a condition indicating that the agent is failing to meet pre-established criteria; receiving input from the user, the input indicating that a coaching meeting is to be scheduled with the agent in order to address the condition; responsive to the input, generating a coaching session form, the coaching session form comprising information corresponding to the agent; and displaying the coaching session form to the user.
130 Citations
20 Claims
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1. A method for coaching an agent of a contact center comprising:
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displaying, to a user, information corresponding to a condition indicating that the agent is failing to meet pre-established criteria; receiving input from the user, the input indicating that a coaching meeting is to be scheduled with the agent in order to address the condition; responsive to the input, generating a coaching session form, the coaching session form comprising information corresponding to the agent; and displaying the coaching session form to the user. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17)
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18. A graphical user interface for implementing coaching of an agent of a contact center, said graphical user interface comprising:
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a coaching session form comprising; first variable fields corresponding to agent information; second variable fields corresponding to a condition indicating that the agent is failing to meet pre-established criteria; and an attachments section in which links to information associated with the coaching session are displayed; wherein the graphical use interface is operative to;
display, within the first variable fields, information corresponding to the agent;
display, within the second variable fields, information corresponding to the condition; and
receive input from the user, the input indicating that a coaching meeting is to be scheduled with the agent in order to address the condition. - View Dependent Claims (19, 20)
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Specification