Content Library provides you the ability tocreate Elearning content. You can add and store documents in PDF, CSV, PPT, Word formats, and external links to the Content library. If you are an Assessor, you can mark a recording as an item for the Content Library and a Coaching task. With ELearning content, you can provide better guidance to your agents and help enhance their skills. To access the Content Library, navigate toWFO > ELearning> Content Library:
To add content to Content Library:
In the Content Library window, clickUpload Content. TheContent Formwindow appears.
Click the Upload Content button. The Content Form window appears.
Select from the following options to upload the article.
File: Allows you to upload the article from your system.
Click the Search Icon to navigate to the local directory that contains your e-learning content file.
Select the file you want to upload.
External URL: Allows you to upload the article by specifying an external link.
Specify the external link inURL text box that contains your e-learning content.
Specify the name of the article in theName text box.
Enter a description in theDescription text box.
Select the required article category from theCategorydrop-down list.
ClickSaveand then clickPublish.
After the content is stored in the content library, you can assign this e-learning content to the agents.