Differences Between Coaching and Review Comments

When providing feedback to agents, managers can either coach or review:

• Coaching is done while the case is open and you want to give feedback while in flight. Coaching comments are recorded and are visible in reviews for a particular agent.

• Reviews are completed typically weekly, monthly, quarterly, etc. Review comments are only done on completed on closed cases and during a review. Managers can highlight text and tie a comment to a specific section, which come out on the review.  

Use the callout cards to highlight anything important about any of the steps mentioned above