Completing Assignments

You must have the default Administrator, Supervisor or Agent role or a custom role that includes these permissions to use the My Engage Dashboard and widget:

  • Administration > Enable My Engage
  • Administration > Enable My Engage > My Evaluations
  • Administration > Enable My Engage > My Coaching
  • Administration > Enable My Engage > My E-Learning

Saving versus Closing an agent's assignment makes a difference in assignment status and how the assignment is handled.

  • Clicking Save will save any confirmations and work accomplished on the assignment.
  • Clicking Close will close the assignment in its current state.

Saving Assignments vs. Closing Assignments

The status of the assignment is based on whether the agent clicks Save to save the confirmation and feedback or Close to leave the assignment in the current state.

  • If the Confirmation Statement checkbox is not checked, the assignment status will be Started when the agent clicks Save Evaluation.
  • If the Confirmation Statement checkbox is checked, the assignment status will be Completed when the agent clicks Save.
  • If no Confirmation Statement is required, the assignment status will be Completed when the agent clicks Save.
  • If the agent clicks Close, the assignment state will not change.

Saving Assignment Work

Some assignments may need extra time spent over a period of says or weeks. The agent can save their work as progress is made on the assignment by clicking on the Save button on the upper left hand side.

The agent is then returned to the My Engage - My Assignments window where the visual indicator may be updated to show state count changes or new assignments.

If the assignment requires a confirmation, the agent must click on the checkbox next to the Confirmation Statement crafted at the time of assignment. The assignment does not go to Completed status until this checkbox is checked.

If the assignment allows for agent feedback, the agent can enter comments in the last text box as required by the assignment instructions.

  1. If the assignment requires a confirmation, the agent must click on the checkbox next to the Confirmation Statement crafted at the time of assignment.

    2. The assignment does not go to Completed status until the confirmation checkbox is checked.

  2. If the assignment allows for User Comments, the agent can click in the last text box and fill in any information required for the assignment.
  3. Exit out of the assignment by performing one of these:
    1. Click Save to save the confirmation and feedback.
      • If the Confirmation Statement checkbox is not checked the assignment status will be Started.
      • If the Confirmation Statement checkbox is checked, the assignment status will be Completed.
      • If no Confirmation Statement is required, the assignment status will be Completed when the agent clicks Save.
    2. Click Close to leave the assignment in the current state.

The agent is then returned to the My Engage - My Assignments window where the visual indicator may be updated to show state count changes or new assignments.