Assign permissions for coaching Provide coaching to agents Search for coaching sessions

Provide agent coaching in Amazon Connect

Amazon Connect provides integrated coaching tools that help supervisors deliver structured, data-driven feedback to agents based on performance evaluations. For upcoming one-on-one sessions with agents, supervisors can share detailed coaching feedback with concrete examples, and set performance goals directly within Amazon Connect. Quality management teams can also assign coaching to supervisors with due dates when they identify improvement opportunities, such as showing greater empathy towards customer issues. Once coaching is completed, agents can acknowledge the feedback in Amazon Connect, ensuring that they understand next steps for improvement. Past coaching feedback is centrally accessible, making it easier for agents, supervisors, and quality managers to track agent progress over time.

Note

This feature is available as part of Amazon Connect performance evaluations.

Assign permissions for coaching

Permissions can be configured as follows:

Admins and quality managers: Provide coaching – manage coaching sessions permissions. These permissions grant them access to all coaching sessions in your Amazon Connect instance. With this permission, they can assign agent coaching to agents' supervisors.
Supervisors: Provide coaching – my coaching sessions (View, Create, Delete, Edit) permissions. These permissions enable them to create and manage agent coaching with themselves as the coach.
Agents: Provide coaching – my coaching sessions – View permission. This permission enables the agent to view and acknowledge coaching where they are the participant.

For more information, see Assign security profile permissions for performance evaluations and coaching.

Provide coaching to agents

Log in to Amazon Connect with a security profile that can search contacts and perform coaching.
Select Analytics and Optimization > Contact search from the navigation bar on the left.
From Contact Search, find contacts that have been evaluated for the agent that you want to coach. For example, you can find contacts where the evaluation score is less than 70%:
Open a contact that has been evaluated, and view the evaluations on the right pane.
Open an evaluation and click Coach on this evaluation.
You can add the entire evaluation, a specific section and/or question to a coaching session:
You can link the evaluation, its sections and/or questions to an existing coaching session, or create a new session. Items can be linked as strength or growth opportunities.
After you add an evaluation or its items for coaching, a link will be provided to view the coaching session.
You can link up to 10 evaluations or evaluation items to a single coaching session as examples of agent strength or growth opportunities. To link additional evaluations, repeat steps 2 through 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.
Click Submit to save the coaching session as a draft.
When the coaching session is ready, click Share to make the coaching session visible to the agent. If the agent has an email configured within Amazon Connect (or has a secondary email for a SAML instance), they will receive an email notification with a link to view the coaching session.
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.
After the coaching session is finished, click Mark as Complete and optionally add a note.
Agents can acknowledge the coaching along with their own coaching notes.