CxEngage Quality Management: Coaching Comment Workflow Improvements

April 1, 2019

What is it?

An enhanced UI of the Coaching Comments window within the Quality Management media player provides Supervisors and Quality Managers/Analysts a complete picture of a recorded interaction within a single window and makes it easier for these personas to locate and review comments that are made on a recording for coaching purposes.

Key Benefits:

  • Makes it easy for Supervisors to locate recordings that have comments and annotations in case they need to change, review, or modify them
  • Easily associate comments to coaching activities
  • Improves collaboration between Supervisors and Agents during active ongoing coaching sessions
  • Improves the overall user experience and UI design for users when they mark sections of a recording and save the comments into a coaching session
  • Prevents other users from modifying comments if they are not the originator

Demo Video *Recommend watching in full screen mode*