The eLearning feature enables agents to improve their performance and productivity by accessing relevant training based on their requirements. Managers can assign training tasks to individual agents, teams, or the entire call center and track the training to completion.
Accessing eLearning
To access the eLearning feature,on the WFO tab of the LVP, click eLearning:
This section covers the following topics:
Adding Content to Content Library - Learning materials is first uploaded to the Content Library. Learning content in different formats like PDF, CSV, PPT, and Word can be uploaded. Links to external online content can be included here as well.
Configuring eLearning Assignments - Here you configure the eLearning assignments, add content and organize into different categories.
Assigning eLearning Content - The eLearning assignments are then assigned to the agents based on the training requirements. Here you can set the priorities, due date, etc for the eLearning assignments.
Content Library and Assignment options are available on the WFO tab if the eLearning add-on product is enabled. Contact your Account team to enable this feature.
