Content Library provides you the ability to create 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 to WFO > ELearning> Content Library:

To add content to Content Library:

  1. In the Content Library window, click Upload Content.
    The Content Form window appears. 
  2. Click the Upload Content button.
    The Content Form window appears.
  3. Select from the following options to upload the article.
    1. File: Allows you to upload the article from your system.

      1. Click the Search Icon  to navigate to the local directory that contains your e-learning content file. 

      2. Select the file you want to upload. 

    2. External URL: Allows you to upload the article by specifying an external link.
      1. Specify the external link in URL text box that contains your e-learning content.
  4. Specify the name of the article in the Name text box.
  5. Enter a description in the Description text box. 
  6. Select the required article category from the Category drop-down list.
  7. Click Save and then click Publish.

After the content is stored in the content library, you can assign this e-learning content to the agents.