The Coach Manager screen displays information about who is coaching and who is being coached at any given time. When you open this page, they will see the following areas;
Coaching/Monitoring Users
This area of the page displays the users who are coaching or monitoring agents. Clicking on a user will display the information for that user in the other areas of the page;
Users
This area displays the user/agent being coached/monitored at that time. In the table you can see the Call ID, Phone Number, Length of the call, the Campaign the call is on, the List the call is in and the result code.
Coaching/Monitoring History
Here, you can see all calls that have been coached/monitored by the selected user. You can see whether the call was coached or monitored, the start date and time and the end date and time of each session, the length of the session, the target user (Agent) and the target campaign.
Selected User
This box shows which user has been selected from the left hand column of Coaching/Monitoring Users. The display also shows their status. Clicking the ‘Disconnect User’ button will stop the coaching/monitoring session.
Currently Coaching/Monitoring User
In this box, you can see which agent is currently being coached/monitored by the selected user. Here, you can also see the status of the agent in question.