Coaching in Workforce Optimization for Field Service

By using Coaching in Workforce Optimization for Field Service, you can assess your team's abilities to efficiently resolve tasks by reviewing their work at critical moments of providing field services.

Key features

With Coaching, you can do the following:

• Recommend training for your agents to address skill gaps.
• Use the coaching opportunities that are available by default to coach your agents. You can also create a coaching opportunity using the Coaching application specific to your agent's needs. For more information, see Workforce Optimization for Field Service components and Define trigger conditions for a coaching opportunity
• Use assessments and surveys to apply consistent, measurable scores across teams.
• Use Predictive Intelligence to recommend skills for your agents and provide training to address those skill gaps.

Coaching Overview in Workforce Optimization for Field Service

The Coaching Overview screen displays the average quality of the tasks that were completed in the past 30 days for your assignment groups.

• The donut chart displays the number of assessments in various states of completion. You can point to one of the states and click to open all assessments in that state.
• The bar chart displays assessments created by coaching opportunities. You can click on any of the data in the graph to access the assessments.
• You can click on the graph that displays the indicator data and access detailed information on the indicator.