Request mentoring
Use a mentoring request to ask for one-on-one coaching from a fellow agent. All mentoring requests are posted in the Public Box, and any agent can respond. A supervisor or administrator must approve the mentoring request. When the request is approved, the exception is added to your schedule and to your mentor’s schedule.
The following table describes the fields in the Mentoring Request dialog box.
Field | Description |
---|---|
Mentoring Date | The date on which you want to schedule the mentoring session. |
Exception Type | Select the appropriate exception from the drop-down list. |
Start Time | The start time of the mentoring session. |
End Time | The end time of the mentoring session. |
Description | A description of the purpose for the mentoring session. Max characters = 251. |
Create a new mentoring request
- Click New Request, and then choose Mentoring Request from the menu.
- Complete the fields.
- Click Submit.
A mentoring request flows through the system as outlined in the following table.
User | Action | Shows Up Here | Status |
---|---|---|---|
Agent A | Creates new request | Agent A’s Outbox | Pending |
All agents | See request in Public Box | Agents’ Public Box | Not applicable |
Agent B | Accepts mentoring request | Agent B’s Inbox | Pending |
Agent A | Receives Agent B’s answer | Agent A’s Outbox | To-Do |
Agent A | Confirms/rejects Agent B’s acceptance | Agent A’s Outbox | Submitted/Rejected (Rejecting the request creates a copy of the request that shows Denied on it, and the original request goes back to Pending) |
Agent B receives Agent A’s confirmation or rejection | Agent B’s Inbox | Submitted/Rejected | |
Supervisor | Receives accepted and confirmed mentoring request for approval | Supervisor’s To-Do Box | To-Do |
Supervisor | Approves/denies mentoring request | Agent A’s Outbox | Approved/Denied |
Agent B’s Inbox | Approved/Denied | ||
Supervisor’s All Box | Approved/Denied |
For more information about submitting mentoring requests, see About automatic changes to requests.