Overview
Authenticx Agent Coaching Notes goes beyond traditional scorecards by providing agents with deeper insights into their performance.
By offering personalized feedback based on evaluated conversations, coaching notes facilitate continuous agent development and foster a culture of improvement within the organization. As agents receive tailored guidance on their strengths and areas for growth, their improved performance enhances the patient journey and overall customer experience.
Coach an agent
To provide coaching notes:
Navigate to Agents.
Select the agent you would like to coach.
Click into the Ready to Coach tab. You may select one conversation at a time to coach.
You will be directed to the conversation details page with an open coaching panel.
You can manually enter your coaching notes here, or you can use our AI assistant, KBo, to automatically generate coaching notes by clicking Generate Notes. Once finished, select Complete.
Coach from Conversation Explorer
You can also provide coaching notes from Conversation Details. To do so:
Navigate to Conversations.
Filter to Conversations with an Evaluation.
--> Why? In order to coach a conversation, there must be an attached Evaluation.
If you know a specific agent or agents that you would like to coach, you can also filter by agent(s) here.
Click into the conversation that you would like to provide coaching notes on.
Select Coach in the upper right corner.
This will open the Coaching Notes panel! You can manually enter your coaching notes here, or you can use our AI assistant, KBo, to automatically generate coaching notes by clicking Generate Notes. Once finished, select Complete.
The Agent View
When an agent logs into Authenticx, they will see performance insights over a given time frame at the top of the page.
They can also navigate between Completed Coaching, Evaluations, and their Dashboard.
The Completed Coaching tab showcases the agent's conversations that have been coached.
The Evaluations tab shows Conversations that have been Evaluated. This view also indicates whether the conversation has been coached, if the Evaluation was acknowledged, and Scores.
The Dashboard tab shows the agent their performance data over time.