Agent Coaching and ACE Review Comments

Modified on Wed, 14 Feb 2024 at 09:54 AM

Purpose

There are two different types of feedback managers can provide. This article provides details on when to use one versus the other and how they appear to both managers and agents.


Differences Between Coaching and Review Comments

When providing feedback to agents, managers can either coach or review:


  • Coaching is done while the case is open and you want to give feedback while in flight. Coaching comments are recorded and are visible in reviews for a particular agent.


  • Reviews are completed typically weekly, monthly, quarterly, etc. Review comments are only done on completed on closed cases and during a review. Managers can highlight text and tie a comment to a specific section, which come out on the review.  


Use the callout cards to highlight anything important about any of the steps mentioned above




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