The Content Library feature enables you to create e-learning content. You can add and store documents in PDF, CSV, PPT, Word formats, and include external links to the Content library. The Assessor allows you to mark a recording as an item for the Content Library and a Coaching task. With e-learning content, you can provide better guidance to your agents and help enhance their skills. To access the Content Library, navigate to WFO > E-Learning> Content Library:
Adding Content to the Content Library
- On the WFO tab, click Elearning > Content Library.
The E-Learning Content Library window is displayed. - Click Upload Content.
The Content Form window appears. - Select one of the following options:
- File: Enables you to add the content from your computer.
- Click the Search icon.
The Open window is displayed. - Go to the local directory containing the e-learning content file you want to add, select the file, and then click Open.
The file is added.
- Click the Search icon.
- External URL: Enables you to add the content from an external web page by specifying the address of the page.
In the Url field, specify the web page address.
- File: Enables you to add the content from your computer.
- In the Name field, specify a name for the content.
- In the Category field, specify a category for the content.
- In the Description field, specify a description for the content.
Click Save, and then click Publish.
You can now assign the e-learning content to the agents.