New Activities (E-Learning) Button

You must have the default Administrator role or a custom role that includes the following permissions to create a new assignment:

  • Quality > E-Learning Library > Create
  • Quality > E-Learning Activities > Create
  • Quality > Coaching Activities > Create

E-Learning assignments are activities that are created and sent to agents for training and development. Typically, an assignment consists of attached e-learning materials that are sent to agents to read, review, act on and complete. Materials can include forms, checklists, guides, manuals and URL links to websites. Anything can be used for e-learning.

Create E-Learning Assignments

E-learning assignments begin by creating an assignment and selecting the materials to be used by the users or agents. Specific information is added (directions, due dates, confirmations and acknowledgments), This is followed by selection of users or agents that are to receive and act on the e-learning assignments. When the activity is saved, the assignment is sent distributed to the selected users.

In the lower right-hand corner of the Create Coaching Session pop-up window is a small double-line triangle. Users can click on it to drag the corner of the window in or out to adjust the window size. All associated text boxes and grids expand in unison.

To create an E-Learning assignment:

  1. Go to the Coaching & E-Learning > Library tab.
  2. Select any of the listed library content desired to assign to an agent or agents by highlighting it.
  3. Click New Activities.
  4. A Create E-Learning Activity window pops up.
  5. The Session Name and Library content selected will automatically populate.
  6. Enter the following:
    1. Description text box: Enter a description that will provide the agent any instructions or comments for completing the assignment. This text box supports up to 1,000 characters and appears in the Coaching Comments text box of the assignment.
    2. Due Date: Assign a Due Date by clicking on the Calendar icon and selecting a date.
    3. Decide if the assignment will need to be confirmed by the agent:
      • Confirm Receipt required: If the assignment requires a Confirm Receipt, check the checkbox and enter in the wording of the confirmation in the text box. CxQM has included the default wording “I have read and understand learning material in this assignment”. The agent will have to check a box in the assignment's window next to this statement to confirm receipt.
      • Confirm Receipt not required: If the assignment doesn’t require a signature, leave the checkbox unchecked. It will not be included in the agent’s assignment.
    4. Decide whether or not the agent can provide feedback while completing the assignment.
      • Allow User Comments required: If the assignment will allow users to make Comments, check the checkbox and enter instructions (up to 1,000 characters) for the type of feedback to be provided in the text box. For example, “Write in your own words how you would handle a new claim.”
      • Allow User Comments not required: If the assignment doesn’t require any comments from the agent, leave the checkbox unchecked. The agent will not be able to provide any feedback to the trainer.
    5. At the User Assignment window:
      • Search text box: Here on the Create E-Learning Activities pop-up window, this quick search text box provides users with a quick filter search of the Available and Selected Resources grids. Entering a First or Last name, ACD ID, Mobility ID or Extension will immediately refine the list to display only those items that match what was entered.
      • Select the user in the Available Resources box, click on the Add (>>) button to add the user to the Selected Resources column. Select multiple users by clicking on the user while holding down the CTRL or SHIFT keys.
      • To remove a user from the Selected Resources column, select the user and click on the Remove (<<) button to move them to the Available Resources column.
    6. Choose one of the following:
      • Click OK. This saves the assignment. The assignment will appear in:
        • The Coaching and E-Learning > Activities window where the supervisor can monitor its progress in the State column.
        • The agent's Dashboard > My Engage - My Assignments window where it can be acted upon.

      Click Cancel to abandon the assignment without saving anything.

The supervisor monitors the progress of the assignment by using the Status column in the Coaching and E-Learning > Activities tab.