New Coaching Types.
Ability to Coach Against Performance KPIs, Quality Results, or general skills and behaviors. The new coaching form allows team leaders and managers to select from one of three types of coaching forms. Each form is tailored to the requirements. Performance KPIs for an associated campaign are displayed on the performance coaching form, quality score factors are presented on the quality coaching form, and areas for improvement are provided for skills and behaviors.
Ability to configure the settings or thresholds for the multicolored KPI goal bar. Administrators can now customize the per cent ranges for each color (blue, green, yellow, red) in the goal bar by campaign. This is done within the Manage Campaign tab. It will be visible in performance dashboards for agents, team leaders, and administrators.