The quality assessment of a monitoring session also depends on the context of the conversation.
For instance, handling customer complaints requires different skills than engaging with new clients.
To reflect this, the E-Coach allows users to specify the reason for contact.
manage contact reasons
Contact reasons can be managed in the admin view under the corresponding menu item.
There, you’ll find an overview of all contact reasons, including how they are assigned to specific projects.
Add / Remove contact reasons
New reasons for contact can also be added directly within the same overview.
You can assign them to a specific project right away—or choose to do so later.