Performance Coaching

Performance coaching is crucial in customer service and sales environments because it directly impacts performance, customer satisfaction, and employee engagement. As agents are on the frontlines interacting with customers, their ability to communicate effectively and solve problems efficiently are vital to any enterprise. Without regular feedback and skill development, even experienced agents can plateau, leading to inconsistent customer experiences and reduced operational efficiency.

How it Works

Acqueon Workspace uses performance metrics as measured from transcripts of each agent—customer Interaction. This data is used to rate agents on various metrics – for example, Establishing Customer Connection, Identifying Sales Opportunities, Policy Adherence, and more.

The enterprise selects metrics for various agents and builds a Balanced Scorecard metric. Supervisors use the scorecard as an additional input factor to initiate coaching and, in collaboration with the agent, generate a commitment. The commitment stipulates a measurable improvement over a specific period. This metric appears as a Widget on the agent’s workspace.

Acqueon’s implementation team configures the details that Workspace needs for the widget.

Access

When you log in to the application, you see the AE admin page by default. From the left navigation menu, navigate to Widget Configuration > Performance Coaching.

Configure Performance Coaching

This configuration is managed by the Acqueon Implementation team and, as an Administrator, there is nothing for you to do.

1. External Coaching Page URL – This is the URL of the external coaching page.

2. API Call Interval (In Hours) – The interval at which the Workspace application calls the APIs to fetch metrics to refresh the agent’s Workspace widget.

3. Primary Program – This is the environment used when sending any API request. This environment (for example, Prod, QA, or Sandbox) determines the response that the API fetches and populates on the agent's Workspace widget.

4. Use Demo Data – Select this checkbox if you want to use static data for a widget demonstration to other users / clients.

5. Upload File – Upload a JSON file containing static data to show on the agent’s Workspace widget. Change the data in the file to see changes in the widget.