After adding content to the Library, you can determine the training needs of agents and assign one or more items to an agent. E-Learning Assignment allows you to search for the appropriate training material from the Content Library and assign it to agents. To access E-Learning Assignment, navigate to WFO > WFO > Assignment:
Assigning Content to Agents
- Select Create Task option at the bottom left of the E-Learning Assignment screen.
Click Manage Content button to search for the appropriate training material from the Content Library and select one or more items. You can use the following search criteria while searching the Content Library:
Category
Sub-category
Creator of Library item
Template
Type of material - PPT, recording
Title of Library item
- Click Assign Agents button to select an agent or agents who require the training.
- Enter the Task Name.
- Select the E-Learning Category.
- Add the Task Description.
Set the priority for the task. You can set any of the following Priority types:
High - To be completed immediately
Medium - To be completed within the next 48 hours
Low - To be completed as work allows
- Assign a Due Date for the e-Learning material.
- Accept the selection.
Save and Publish the selection.
- Once assigned, e-Learning module creates an e-Learning task in Agent Work Queue.
- After the agent completes the task, you receive a notification task.
- You can view the details about agent who completed the task, task type, completion date, and assignment date.