Create a coaching plan.

Coaching

Our Coaching Service API provides a comprehensive set of endpoints to create, read, update, delete, acknowledge, list, export, and manage all coaching-related entities—such as comments, plans, sessions, scorecards, and targets—covering everything from scorecard backfills to retrieving evaluation periods and agent quotas.

Servers

https://{api-domain}.cresta.com/

CoachingService

Operations

List the coaching overviews for the given period and agents

Request

Path

parentstringrequired

Resource name of the parent. Format: customers/{customer_id}/profiles/{profile_id}

Bodyapplication/jsonrequired

agentUserNamesArray of strings(The agent user resource names to get the coaching overviews for. Format: customers/{customer_id}/users/{user_id})

startTimestring(date-time)required

Start time for the scorecards and coaching sessions tied to the active coaching plans. The active coaching plans that have scorecards or sessions during this period will be returned.

endTimestring(date-time)required

End time for the scorecards and coaching sessions tied to the active coaching plans. The active coaching plans that have scorecards or sessions during this period will be returned.

pageTokenstring(Page token)

pageSizeinteger(int32)(Page size)

orderBystring(coachingRetrieveCoachingOverviewsRequestOrderBy)

Enum that denotes the ordering of the coaching overviews.

ORDER_BY_UNSPECIFIED: Unspecified order. The default order is by the agent name.
ORDER_BY_COACHING_SESSION_ACTIVITY_TIME: Order by coaching session schedule time
ORDER_BY_NUM_SCORECARD: Order by number of scorecards

Default "ORDER_BY_UNSPECIFIED"

Enum"ORDER_BY_UNSPECIFIED""ORDER_BY_COACHING_SESSION_ACTIVITY_TIME""ORDER_BY_NUM_SCORECARD"

orderDirectionstring(coachingRetrieveCoachingOverviewsRequestOrderDirection)

Enum that denotes the ordering direction of the coaching overviews.

ORDER_DIRECTION_UNSPECIFIED: Unspecified order direction.
ORDER_DIRECTION_ASC: Ascending order.
ORDER_DIRECTION_DESC: Descending order.

Default "ORDER_DIRECTION_UNSPECIFIED"

Enum"ORDER_DIRECTION_UNSPECIFIED""ORDER_DIRECTION_ASC""ORDER_DIRECTION_DESC"

includeInactiveUsersboolean(If the result should include deactivated users)

scorecardTemplateNamesArray of strings(Scorecard template names to filter on. Only the stats for the scorecards that are tied to the scorecard templates will be returned. You need to specify the revision id as *. Format: customers/{customer_id}/profiles/{profile_id}/scorecardTemplates/{scorecard_template_id}@*)

groupNamesArray of strings(Group resource names to get the coaching overviews for. Format: customers/{customer_id}/groups/{group_id})

usecaseNamesArray of strings(Usecase resource names to filter the scorecards, conversations, and coaching plans for coaching overviews made optional for backwards compatibilty, is actually required. Format: customers/{customer_id}/profiles/{profile_id}/usecases/{usecase_id})

includeDevUsersboolean(If the result should include dev users)

ignorePaginationboolean(if the page size should be unlimited)

includeIndirectGroupMembersboolean(If include indirect group members when the group filter is applied)

curl -i -X POST \
  'https://{api-domain}.cresta.com/v1/{parent=customers/*/profiles/*}/coachingOverview:retrieve' \
  -H 'Content-Type: application/json' \
  -d '{
    "agentUserNames": [
      "string"
    ],
    "startTime": "2019-08-24T14:15:22Z",
    "endTime": "2019-08-24T14:15:22Z",
    "pageToken": "string",
    "pageSize": 0,
    "orderBy": "ORDER_BY_UNSPECIFIED",
    "orderDirection": "ORDER_DIRECTION_UNSPECIFIED",
    "includeInactiveUsers": true,
    "scorecardTemplateNames": [
      "string"
    ],
    "groupNames": [
      "string"
    ],
    "usecaseNames": [
      "string"
    ],
    "includeDevUsers": true,
    "ignorePagination": true,
    "includeIndirectGroupMembers": true
  }'

Responses

A successful response.

Bodyapplication/json

coachingOverviewsArray of objects(list of coaching overviews per agent)

nextPageTokenstring(Page token)

Response

application/json

{
  "coachingOverviews": [
    { … }
  ],
  "nextPageToken": "string"
}

Create a coaching plan.

Request

Path

parentstringrequired

Resource name of the parent. Format: customers/{customer_id}/profiles/{profile_id}

Bodyapplication/jsonrequired

The coaching plan to be created.

namestring(Resource name for the coaching plan Format: customers/{customer_id}/profiles/{profile_id}/coachingPlans/{coaching_plan_id})

startTimestring(date-time)

Timestamp for when the coaching plan starts.

endTimestring(date-time)

Timestamp for when the coaching plan ends.

focusBehaviorsArray of strings

Taxonomies of behaviors for the agent to focus on. Deprecated.

focusCriteriaArray of objects(coachingCoachingPlanFocusCriteriaInfo)

The criteria for the agent to focus on.

commentstring(General comment field for the coaching plan (goals and feedback))

managerCommentSubmitTimestring(date-time)

Timestamp of the comment.

agentUserNamestring(Resource name for the agent the coaching plan is for. Format: customers/{customer_id}/users/{user_id})required

creatorUserNamestring(Resource name for the user that created the coaching plan. Format: customers/{customer_id}/users/{user_id})

isActivebooleanrequired

Whether the coaching plan is active.

createTimestring(date-time)required

When the coaching plan is created.

updateTimestring(date-time)required

When the coaching plan is last updated.

displayNamestring(Display name of this coaching plan)

usecaseNamestring(Resource name of the usecase this coaching plan belongs to. Format: customers/{customer_id}/profiles/{profile_id}/usecases/{usecase_id})

curl -i -X POST \
  'https://{api-domain}.cresta.com/v1/{parent=customers/*/profiles/*}/coachingPlans' \
  -H 'Content-Type: application/json' \
  -d '{
    "name": "string",
    "startTime": "2019-08-24T14:15:22Z",
    "endTime": "2019-08-24T14:15:22Z",
    "focusBehaviors": [
      "string"
    ],
    "focusCriteria": [
      {
        "scorecardTemplateName": "string",
        "criterionId": "string",
        "criterionDisplayName": "string",
        "target": {
          "name": "string",
          "scorecardTemplateName": "string",
          "criterionOrChapterId": "string",
          "target": 0.1,
          "usecaseName": "string",
          "coachingPlanName": "string",
          "createTime": "2019-08-24T14:15:22Z",
          "updateTime": "2019-08-24T14:15:22Z",
          "qaScore": 0.1
        }
      }
    ],
    "comment": "string",
    "managerCommentSubmitTime": "2019-08-24T14:15:22Z",
    "agentUserName": "string",
    "creatorUserName": "string",
    "isActive": true,
    "createTime": "2019-08-24T14:15:22Z",
    "updateTime": "2019-08-24T14:15:22Z",
    "displayName": "string",
    "usecaseName": "string"
  }'

Responses

A successful response.

Bodyapplication/json

coachingPlanobject(A coaching plan Next ID: 16)

Response

application/json

{
  "coachingPlan": {
    "name": "string",
    "startTime": "2019-08-24T14:15:22Z",
    "endTime": "2019-08-24T14:15:22Z",
    "focusBehaviors": [ … ],
    "focusCriteria": [ … ],
    "comment": "string",
    "managerCommentSubmitTime": "2019-08-24T14:15:22Z",
    "agentUserName": "string",
    "creatorUserName": "string",
    "isActive": true,
    "createTime": "2019-08-24T14:15:22Z",
    "updateTime": "2019-08-24T14:15:22Z",
    "displayName": "string",
    "usecaseName": "string",
    "coachingSessions": [ … ]
  }
}

Creates the coaching plans if they don't exist or updates the coaching plans if they already exist.

Request

Path

parentstringrequired

Resource name of the parent. Format: customers/{customer_id}/profiles/{profile_id}

Bodyapplication/jsonrequired

coachingPlansArray of objects(A coaching plan Next ID: 16)required

The coaching plan to be created.

coachingPlans[].namestring(Resource name for the coaching plan Format: customers/{customer_id}/profiles/{profile_id}/coachingPlans/{coaching_plan_id})

coachingPlans[].startTimestring(date-time)

Timestamp for when the coaching plan starts.

coachingPlans[].endTimestring(date-time)

Timestamp for when the coaching plan ends.

coachingPlans[].focusBehaviorsArray of strings

Taxonomies of behaviors for the agent to focus on. Deprecated.

coachingPlans[].focusCriteriaArray of objects(coachingCoachingPlanFocusCriteriaInfo)

The criteria for the agent to focus on.

coachingPlans[].commentstring(General comment field for the coaching plan (goals and feedback))

coachingPlans[].managerCommentSubmitTimestring(date-time)

Timestamp of the comment.

coachingPlans[].agentUserNamestring(Resource name for the agent the coaching plan is for. Format: customers/{customer_id}/users/{user_id})required

coachingPlans[].creatorUserNamestring(Resource name for the user that created the coaching plan. Format: customers/{customer_id}/users/{user_id})

coachingPlans[].isActivebooleanrequired

Whether the coaching plan is active.

coachingPlans[].createTimestring(date-time)required

When the coaching plan is created.

coachingPlans[].updateTimestring(date-time)required

When the coaching plan is last updated.

coachingPlans[].displayNamestring(Display name of this coaching plan)

coachingPlans[].usecaseNamestring(Resource name of the usecase this coaching plan belongs to. Format: customers/{customer_id}/profiles/{profile_id}/usecases/{usecase_id})

curl -i -X POST \
  'https://{api-domain}.cresta.com/v1/{parent=customers/*/profiles/*}/coachingPlans:batchUpsert' \
  -H 'Content-Type: application/json' \
  -d '{
    "coachingPlans": [
      {
        "name": "string",
        "startTime": "2019-08-24T14:15:22Z",
        "endTime": "2019-08-24T14:15:22Z",
        "focusBehaviors": [
          "string"
        ],
        "focusCriteria": [
          {
            "scorecardTemplateName": "string",
            "criterionId": "string",
            "criterionDisplayName": "string",
            "target": {
              "name": "string",
              "scorecardTemplateName": "string",
              "criterionOrChapterId": "string",
              "target": 0.1,
              "usecaseName": "string",
              "coachingPlanName": "string",
              "createTime": "2019-08-24T14:15:22Z",
              "updateTime": "2019-08-24T14:15:22Z",
              "qaScore": 0.1
            }
          }
        ],
        "comment": "string",
        "managerCommentSubmitTime": "2019-08-24T14:15:22Z",
        "agentUserName": "string",
        "creatorUserName": "string",
        "isActive": true,
        "createTime": "2019-08-24T14:15:22Z",
        "updateTime": "2019-08-24T14:15:22Z",
        "displayName": "string",
        "usecaseName": "string"
      }
    ]
  }'

Responses

A successful response.

Bodyapplication/json

object(Response for BatchUpsertCoachingPlans)

Response

application/json

{}

Coaching

CoachingService

List the coaching overviews for the given period and agents

Request

Responses

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Create a coaching plan.

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Creates the coaching plans if they don't exist or updates the coaching plans if they already exist.

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Coaching

CoachingService

List the coaching overviews for the given period and agents

Request

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Create a coaching plan.

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Creates the coaching plans if they don't exist or updates the coaching plans if they already exist.

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