Open Employee Quickview

You can view information on the employee that participated in an interaction from a single location. The information includes a photo of the employee (if available), name, organization, KPI data, assigned eLearning lessons, and assigned Coaching sessions. This information can be used to improve the performance of the employee.

Example: Use the Employee Quickview to improve employee skills

You identify that an employee was lacking some technical skills when handling a specific call. To determine whether it is a reoccurring issue or a one-time incident, access the Employee Quickview to view the employee performance KPI.

If it is a reoccurring issue, view the employee Coaching and eLearning history. You can then determine what type of training the employee requires to improve skills and overall performance.

Procedure 

1. From the search results, select the interaction you want to view its information and in the Employee column, click .

   Alternatively, double-click the interaction to access it, and from the Player click .