My Engage Dashboard
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
My Engage Tab
The Dashboard > My Engage tab is the agent's central To-Do list for E-Learning Assignments and Coaching Sessions. Typically, a supervisor assigns a lesson, shares an interaction recording, distributes an evaluation or just sends a simple comment to an agent, an agent’s team supervisor, or a group of agents.
Some additional uses for the My Engage tab may include:
- Supervisor to Supervisor Communication.
- Training evaluators to consistently score evaluations.
- Sharing updated corporate policies and procedures.
Agents logon to CxQM and go to this dashboard where they are presented with a list of assignments. Each assignment will be started, acted upon and finished. Supervisors can track assignment status in the Coaching and E-Learning Activities tab.
Some assignments will require a confirmation of receipt of the assignment. There can be confirmation that the agent opened and used any attached e-learning materials, as well. Agents may also be asked to comment on the assignment in their own words.
The My Engage - My Assignments window has the following properties:
- Start, complete or view E-Learning Assignments and Coaching Sessions assigned to the user.
- Playback interactions recordings or review evaluations.
- Confirm receipt of assignment and add user comments if desired.
- Review previously completed E-Learning materials and Coaching Sessions.
- Sorting is available by selecting the header at the top of each column. The first click will sort ascending, the second click will sort descending, and the third click will return to the default sort.
- Quick filters are available to refine a search. Click on the Filter Icon in the header of each column to select filter parameters for that column.
