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What is the difference between coaching and review with ACE?

Modified on Thu, 08 Dec 2022 at 01:28 PM

There are two different kinds of comments - Coaching and Review - 

Coaching is done while the case is open, and you want to give feedback while in flight.  

Review comments are only done during a review and allow you to highlight text and tie a comment to a specific section, which comes out on the review.  
Coaching comments are visible and also included in the review

You can read more about this in the article Agent Coaching and Evaluations.

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