Content Library provides you the ability to creates e-learning content. You can add and store documents in PDF, CSV, PPT, Word formats and external links to the Content library. Assessor allows you to mark a recording as an item for the Content Library and a Coaching task. With e-Learning content you can provide better guidance to agents and help enhance their skills. To access the Content Library, navigate to WFO > WFO > Content Library:
Adding Content to Content Library
To add content to Content Library:
You must first create a folder to add content, select Add Folder option at the bottom left of the Content Library to add a new folder.
Once the folder is created, select the Upload Content option to upload content. This brings up the Content Creation window.
Click the Browse button to navigate to the local directory that contains your upload file.
Select the file you wish to upload (one at a time). Highlight the file, and click Open, or double-click on the file name to upload file.
Add Description.
Click Create and then Save.
You can add sub-folders to a Folder. This enables you to add multiple documents and create a content library for each folder. Select Add Subfolder option to add a sub-folder to a folder.
After the content is stored in content library, you can assign this e-learning content to the agents. See Assigning E-Learning Content section to learn more about assigning the content to agents.