use coaching in Workforce optimization for customer service to understand the learning needs of your agents and help upskill them with coaching you can discover critical coaching moments to recommend the right learning courses for agents and use state-of-the-art AI based skills recommendations to ensure your teams are adequately skilled let's follow along as Tracy a firstline manager for acne Corp uses coaching to upscale her agents smart business rules or coaching opportunities help generate assessment records when agents Miss certain kpis managers or leads can use these assessment records to provide feedback we're logged in as Tracy on the manager workspace in the coaching application here we see assessments generated for Tracy's agent Wilma where cat is low and time to resolve is high Tracy can review the case details activity history and related lists to understand the context she can then provide an accurate assessment of Wilma's work and recommend the right learning course for her Tracy can also recommend a skill to be assigned to Wilma when she completes the assessment in the learning tab Tracy can review the tasks assigned to her team courses and cataloges Wilma the agent reviews the recommended learning courses in her active tasks list she opens and completes them right in the agent workspace as coaching is integrated with popular thirdparty learning Management Systems like udemy plural site and quarterstone back in the manager workspace Tracy accesses the skills tab to check the skills coverage on her team she can add or remove skills for her team members to ensure the right quality of service here Tracy adds algorithms to Eve's skills and removes Arabic from Wilma skills so the right work is routed to each team member in addition the AI based skill recommendation engine uses the historical work done by agents to recommend the right skills for them Tracy can review the skills recommended for her agents and approve or reject them back on the overview tab Tracy tracks coaching data including learning activities coaching assessments average quality Trend skill demand Trend and overdue learning tasks assisted by AI based skills recommendations coaching provides managers with the the tools to upscale their agents for more information see our product documentation or knowledge base or ask a question in the service now community