This article explains how to create customized Coaching Programs for automated coaching alerts. Customizing Coaching Programs give Managers the ability to choose specific coaching alerts a user receives, and how often they receive them. There are two categories of Coaching Alerts; Activity Base (BDC Central users only) and Phone Skills.
Sections in this Article:
- Accessing Coaching Programs
- Customizing Activity Based Coaching Alerts
- Customizing Phone Skills Coaching Alerts
Accessing Coaching Programs
To access Coaching Programs, from the menu navigation bar select Admin, then select Coaching Programs.
By default, all users will be assigned to the BDC Central Default coaching program. This program cannot be edited.
In the BDC Central Default coaching program, all alerts are enabled and set to a maximum of 2 alerts per day, with a minimum of 2 hours between each alert.
If you do not want your users receiving certain alerts, or if you want to adjust the timeframe in which they receive these alerts, you can create customize Coaching Programs and assign them to users based on specific training needs.
Any customized Coaching Programs will override the BDC Central Default Coaching Program once assigned to a user.
Select Add Coaching Program...
Enter the Program Name for your Coaching Program
Customizing Activity Based Coaching Alerts - BDC Central Users Only
For users logging activities in BDC Central, Activity Based Alerts can be customized for each user.
To customize Activity Base Alerts, first identify the frequency of alerts using the following settings:(Note- Zero may not be selected)
- Maximum Alerts Per Day
- Minimum Time Between Alerts (by the hour)
- Alerts Can Repeat (Daily or Weekly)
NOTE: You must have at least 1 alert active in order to successfully create a Coaching Program.
Next, each activity based alert is listed by name, description, and department. Clicking on the preview button opens a preview of the coaching video for each alert.
Clicking on the Active toggle button activates or deactivates the alerts.
Customizing Phone Skills Coaching Alerts
Phone Skills Coaching Alerts are automated alerts based on the user's call performance scores from tracked inbound calls. The settings for Phone Skills Alerts are located below the Activity-Based Alert section.
To customize Phone Skills Alerts, first identify the frequency of alerts using the following settings:(Note- Zero may not be selected)
- Maximum Alerts Per Day
- Minimum Time Between Alerts (by the hour)
- Alerts Can Repeat (Daily or Weekly)
NOTE: You must have at least 1 alert active in order to successfully create a Coaching Program.
Next, each Phone Skills alert is listed by name, description, and department. Clicking on the preview button opens a preview of the coaching video for each alert.
Clicking on the Active toggle button activates or deactivates the alerts.
Select, SAVE to create the customized program.
To deactivate a Coaching Program
- Select Admin - Coaching Programs
- Locate the program you wish to deactivate
- Select the Action button and choose Deactivate
To reactivate a Coaching Program
- Select Admin - Coaching Programs
- Toggle the "Show Inactive"
- Locate the program you wish to reactivate
- Select the Action button and then Activate
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