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. E-Learning Assignment allows you to search for the appropriate training material from the Content Library. This assignment of the e-Learning module creates an e-Learning task in the Work Queue of the selected agent.

To access the eLearning Assignment window, on the WFO tab, go to eLearning > Assignment.

Assigning Content to Agents

  1. In the eLearning Assignment window, 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:

    1. Category

    2. Sub-category

    3. Creator of Library item

    4. Template

    5. Type of material - PPT, recording

    6. Title of Library item

  2. Select an agent or agents who require the training.

  3. Assign a Due Date for the e-Learning material. The task associates with the library content should have a due date assigned to it.

  4. 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).

  5. Click Accept.

  6. Click Save and then click Publish.

Filtering Assignments

To view only specific assignments, you can use the Advanced Search option.

  1. Click on the Advanced Search ()icon on the top right corner of the Assignment window.

  2. Enter appropriate values in the fields as required.

  3. Click Search.

Create an E-Learning Assignment

To create an e-learning assignment:

  1. In the eLearning Assignment window, click New.
    The Task Editor (New Task) window appears.

  2. Specify values in the following fields.

    FieldDescription
    Task NameSpecify a name for the assignment.
    CategorySelect an assignment category from the drop-down list.
    DescriptionSpecify a description of the assignment.
    PrioritySet priority from the drop-down list for the assignment.
    Due DateSpecify the due date in MM/DD/YYYY format or click the Calendar icon and select the date. 
    StatusShows the current status of the assignment.
    ContentsShows the available content that you can assign for the e-learning assignment.
    Assigned ToShows the list of available agents.
  3. On the Contents section, click Manage Content.
    The Manage Content window appears.
  4. In the Manage Content window, modify the following values.
    1. Available: Select the content that you want to include and then click the right-arrow icon. 
    2. Selected: This contains the list of selected contents that you can assign to the agents.
    3. Click Accept.
  5. In the Assign Agents window, modify the following values.
    1. Available: Select the agents that you want to include and then click the right-arrow icon.
    2. 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 the left-arrow icon.
    3. Click Accept.
  6. In the Task Editor (New Task) window, click Save and then Publish.
    The e-learning assignment is created, and it appears in the eLearning Assignment window.