Prerequisites:
  • Master admin role with the following permissions:
    • Learning > Assignment > All permission
    • Learning > Module > All permission
    • Learning > Rule > All permission
    • Learning > Cover Art > All permission

    or

    • Performance admin role with the following permissions:
      • Learning > Assignment > Add, Delete, Reset, View permissions
      • Learning > Module > Add, Archive, Delete, Edit, Publish permissions
      • Learning > Rule > Edit, View permissions
      • Learning > Cover Art > All permission
     

    When you work with Development and Feedback, you can create three different modules.

    • Learning – Enables agents to increase their knowledge.
    • Learning with Assessment – Enables agents to evaluate and increase their knowledge.
    • Assessment – Enables agents to evaluate their knowledge through a standalone assessment.

    Note:
    • After you create a module, you cannot change its module type.
    • When you work with Development and Feedback, you can only create, work with, edit, and assign a feedback module in divisions for which you have permission. That is, you can only view data from the divisions in which you belong. For more information, see Divisions overview and Assign roles, divisions, licenses, and add-ons.

     

    1. Click Admin.
    2. Under Performance & Engagement, click Development and Feedback.
    3. Click New Module and then select Learning.
    4. From the Details tab, give the module a Name and Description. This information appears on the module landing page. 
    5. In the Recommended Completion Date field, set a timeframe to complete the module. 
    6. In the Recommended Time to Complete fields, enter the number of hours and minutes to recommend that the agent takes to complete the module. 
    7. From the Details tab, upload a Cover Image.
      1. Click Select image. If an image is not selected, the system uses the default image.
      2. Click Upload to add a new image to the list. 

        Notes:
        • The cover image can only be in .jpg, .jpeg, .png, .bmp, or .gif format.
        • After you select a cover image, a thumbnail of that image appears in the Details tab. 
        • When you select a cover image, then the Upload and Delete icons appear next to a thumbnail of the selected cover image.
        • If you upload another cover image, the new image replaces the current cover image for the current module. Modules that you previously created remain with the initial cover image.
        • The recommended minimum size for the cover image is 1024 x 768.

         

    8. Click the Content tab and then add content. For more information, see Add content to a development and feedback module.
    9. Click the Auto Assign tab and then assign the module. For more information, see Assign a development and feedback module.
    10. Click Save and Preview or Save and Publish.

    1. Click Admin.
    2. Under Performance & Engagement, click Development and Feedback.
    3. Click New Module and select Learning with Assessment.
    4. From the Details tab, give the module a Name and Description. This information appears on the module landing page.  
    5. In the Recommended Completion Date field, set a timeframe to complete the module. 
    6. In the Recommended Time to Complete fields, enter the number of hours and minutes to recommend that the agent takes to complete the module.
    7. From the Details tab, upload a Cover Image.
      1. Click Select image. If you do not select an image, the system uses the default image.
      2. To add a new image to the list, click Upload. 

        Notes:
        • The cover image can only be in .jpg, .jpeg, .png, .bmp, or .gif format.
        • After you select a cover image, a thumbnail of that image appears in the Details tab. 
        • When you select a cover image, then Upload and Delete icons appear next to a thumbnail of the selected cover image.
        • If you upload another cover image, the new image replaces the current cover image for the current module. Modules that you previously created remain with the initial cover image.
        • The recommended minimum size for the cover image is 1024 x 768.

         

    8. Click the Content tab and then add content. For more information, see Add content to a development and feedback module.
    9. Click the Questions tab and then add questions. For more information, see Add questions to a development and feedback module.
    10. Click the Auto Assign tab and then assign the module. For more information, see Assign a development and feedback module.
    11. Click Save and Preview or Save and Publish.

    1. Click Admin.
    2. Under Performance & Engagement, click Development and Feedback.
    3. Click New Module and then select Assessment.
    4. From the Details tab, give the module a Name and Description. This information appears on the module landing page. 
    5. In the Recommended Completion Date field, set a timeframe to complete the module. 
    6. In the Recommended Time to Complete fields, enter the number of hours and minutes to recommend that the agent takes to complete the module. 
    7. From the Details tab, upload a Cover Image.
      1. Click the Select image button.
        If an image is not selected, the system uses the default image.
      2. Click Upload to add a new image to the list.

        Notes:
        • The cover image can only be in .jpg, .jpeg, .png, .bmp, or .gif format.
        • After you select a cover image, a thumbnail of that image appears in the Details tab. 
        • When you select a cover image, then the Upload and Delete icons appear next to a thumbnail of the selected cover image.
        • If you upload another cover image, the new image replaces the current cover image for the current module. Modules that you previously created remain with the initial cover image.
        • The recommended minimum size for the cover image is 1024 x 768.

    8. Click the Questions tab and then add questions. For more information, see Add questions to a development and feedback module.
    9. Click the Auto Assign tab and then assign the module. For more information, see Assign a development and feedback module.
    10. Click Save and Preview or Save and Publish.