- Question: My reps tell me that they view the coach comments in the email message sent by VoiceOps, but the report shows they did not view the comment. What qualifies as having viewed a coach’s comments for reporting purposes?
- Answer: The rep must view the comment directly in the VoiceOps call transcript, scrolling or navigating to the comment as needed. Seeing the comment in the VoiceOps email notification is not recorded.
- Question: I have managers who do not actively coach reps. How can I permanently exclude them from the list of coaches for the report?
- Answer: To exclude managers from reports, your company admin can access and manage your roster and set Is a Coach to No.
Learn more about how to access Roster Management in the article below