AWS connect documentation change
Summary
Added comprehensive documentation for coaching workflows including permission requirements and data access
Security assessment
Documents security-sensitive permissions required to access evaluation data and coaching features, explicitly detailing how permissions control access to sensitive performance data but not addressing a specific vulnerability
Diff
diff --git a/connect/latest/adminguide/provide-coaching.md b/connect/latest/adminguide/provide-coaching.md index 0e7094817..801c1fb4d 100644 --- a//connect/latest/adminguide/provide-coaching.md +++ b//connect/latest/adminguide/provide-coaching.md @@ -29,0 +30,2 @@ Permissions can be configured as follows: +In addition, admins, quality managers and supervisors can be granted **Contact Search - View** and **Evaluation forms - perform evaluations - View** permissions. With these permissions enabled, users will see automated suggestions of evaluations to coach on, based on the selected coaching topic. + @@ -34 +36,55 @@ For more information, see [Assign security profile permissions for performance e - 1. Log in to Connect Customer with a security profile that can [search contacts](./contact-search.html) and perform coaching. +You can start coaching in two ways: + + * **Coach based on aggregated performance insights** : If you already know topics to coach on by reviewing average evaluation scores within the [Agent performance evaluations dashboard](./agent-performance-evaluation-dashboard.html), you can navigate to the coaching sessions page, create a new coaching session, and select the corresponding evaluation criteria as a topic. You will then receive automated suggestions of evaluations to coach on, which you can use to draft detailed feedback. + + * **Coach on individual evaluations** : While reviewing an evaluation on the Contact Details page, you can start a coaching session to provide detailed feedback based on that specific evaluation. You can link multiple evaluations to a coaching session. + + + + +### Coach based on aggregated performance insights + +For example, if you notice in your [Agent performance evaluations dashboard](./agent-performance-evaluation-dashboard.html) that an agent has been scoring low on empathy, you can navigate to the coaching sessions page and create a new coaching session to address that trend. + + 1. Log in to Connect Customer with a security profile that has required permissions to create coaching, search for contacts and view evaluations. + + 2. Navigate to **Analytics and Optimization** > **Coaching sessions**. + + 3. When creating a new coaching session, first select a participant. + + 4. Add scored evaluation forms as session topics. For example, select the evaluation form, section, or question that contains the empathy criteria the agent scored low on. Suggestions are based on these evaluation forms. + + + + 5. Connect Customer automatically suggests evaluations for this participant. You can choose to add suggestions as strengths or opportunities. + + + + 6. Select **Show strength suggestions** or **Show opportunity suggestions** to view more suggestions, or filter suggestions based on different criteria, such as score range, date range, or certain topics. + + + + 7. You can edit the coaching session by specifying dates, times, and location, providing detailed feedback, and setting improvement goals on coaching topics. + + + +###### Note + +**Session due date** is mandatory. + + 8. Choose **Submit** to save the coaching session as a draft. + + 9. When the coaching session is ready, choose **Share** to make the coaching session visible to the agent. If the agent has an email configured within Connect Customer (or has a secondary email for a SAML instance), they will receive an email notification with a link to view the coaching session. + + 10. At the time of coaching, you can access the coaching session on **Analytics and Optimization** > **Coaching sessions**. This page displays all past and upcoming coaching sessions. + + 11. After the coaching session is finished, choose **Mark as Complete** and optionally add a note. + + 12. Agents can acknowledge the coaching along with their own coaching notes. + + + + +### Coach on individual evaluations + + 1. Log in to Connect Customer with a security profile that has required permissions to create coaching, search for contacts and view evaluations.