We tried to assign coaching sessions to agents who handle our Spanish language queue, but they sit in a different division.
The coaching module’s topic detection flagged these agents for additional keyword spotting training, but when I clicked ‘Assign Coaching’, the system returned an error saying I don’t have visibility into their division. This completely undermines our cross-lingual quality calibration.
Think of Divisions like separate classrooms in a school.
If you are a teacher in Classroom A, you can only hand out assignments to students in your classroom. To give homework to a student in Classroom B, you need the principal (an admin) to grant you a hall pass (a role with permissions across both divisions). Ask your GC administrator to assign your user a role that includes the coaching:session:manage permission scoped to the ‘All Divisions’ grant.