After you add the content in the Library, you can easily determine the training needs of agents and assign one or more items to an agent. ELearning Assignment allows you to search for the appropriate training material from the Content Library. This assignment of the ELearning module creates an ELearning task in the Work Queue of the selected agent.
To access the ELearning Assignment window, on theWFO tab, go to ELearning > Assignment.
Assigning Content to Agents
In the ELearning Assignmentwindow, 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
Select an agent or agents who require the training.
Assign a Due Date for the e-Learning material. The task associates with the library content should have a due date assigned to it.
Set the priority for the task. Priority types would be High (to be completed immediately), Medium (to be completed within the next 48 hours), or Low (to be completed as work allows).
ClickAccept.
ClickSaveand then clickPublish.
Filtering Assignments
To view only specific assignments, you can use the Advanced Search option.
Click on the Advanced Search ()icon on the top right corner of the Assignment window.
Enter appropriate values in the fields as required.
ClickSearch.
Create an E-Learning Assignment
To create an ELearning assignment:
In the ELearning Assignmentwindow, clickNew. TheTask Editor (New Task)window appears.
Specify values in the following fields.
Field
Description
Task Name
Specify a name for the assignment.
Category
Select an assignment category from the drop-down list.
Description
Specify a description of theassignment.
Priority
Set priority from the drop-down list for theassignment.
Due Date
Specify the due date in MM/DD/YYYY format or click theCalendar icon and select the date.
Status
Shows the current status of the assignment.
Contents
Shows the available content that you can assign for the e-learning assignment.
Assigned To
Shows the list of available agents.
On theContentssection, clickManage Content. TheManage Content window appears.
In theManage Content window, modify the following values.
Available: Select the content that you want to include and then click theright-arrowicon.
Selected: This contains the list of selected contents that you can assign to the agents.
ClickAccept.
In theAssign Agents window, modify the following values.
Available: Select the agents that you want to include and then click theright-arrowicon.
Selected:This contains the list of selected agents for whom you can assign to the content.Select the agents that you do not want to include and then click theleft-arrowicon.
ClickAccept.
In theTask Editor (New Task)window, clickSave and thenPublish. The ELearning assignment is created, and it appears in theeLearning Assignmentwindow.