Overview
Authenticx Agent Coaching Notes goes beyond traditional scorecards by providing agents with deeper insights into their performance.
By offering personalized, real-time feedback based on evaluated conversations, coaching notes facilitate continuous agent development and foster a culture of improvement within the organization. As agents receive tailored guidance on their strengths and areas for growth, their improved performance enhances the patient journey and overall customer experience.
Providing Coaching Notes Manually
In the platform, navigate to Agents and select the agent you’d like to provide coaching notes for.
Scroll down to the Evaluations Table and select the Ready to Review tab.
Select one or more conversations to review.
Assess the interaction and enter in your coaching notes, highlighting specific areas for improvement, and suggested focus areas for the agent. Select Complete.
Providing Coaching Notes With Authenticx Virtual Assistant
If you have access to Authenticx Virtual Assistant, our personal AI guide, you can use Authenticx Virtual Assistant to assist with agent coaching notes.
Authenticx Virtual Assistant can generate coaching notes from an Evaluation or from Conversation Explorer.
Generate Coaching Notes From an Evaluation
In the platform, navigate to Agents and select the agent you’d like to provide coaching notes for.
Scroll down to the Evaluations Table and click into any interaction to review.
You’ll notice an option to Generate Notes. If you select this button, Ava will provide automated coaching notes based on trending performance.
Generate Coaching Notes From Conversation Explorer:
In the platform, navigate to Conversations. Select your desired filters in the panel on the right.
If you select Analyze and Surface Trends, Authenticx Virtual Assistant will begin to analyze your conversations and provide insights.
If you were to click into a particular conversation, you will notice that Authenticx Virtual Assistant offers the option to Coach the Agent on this conversation.
If you select Coach the Agent on this conversation, you will be directed to a Agent Coaching Notes page within the Agents tab for that particular conversation. Ava will generate coaching notes based on the conversation. You have the option to edit if needed. Select Complete.
Please note that you can only provide coaching notes on calls that have an Evaluation. So, you experience an error message or Authenticx Virtual Assistant does not present the option to Coach the Agent, there may not be an Evaluation associated with that particular conversation.
The Agent View
When an agent logs into Authenticx, they will see their personalized dashboard, which displays only data relevant to them, not other agents. Scrolling down to the Evaluations Table, the agent will be able to review, acknowledge, and respond to coaching notes.
ℹ️ Agents can learn more about this process with our Review Coaching Notes article.
