Create a development and feedback module

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

or

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

You can create modules for agents to help them improve their performance and increase their knowledge.

To create a module:

  1. Click Admin.
  2. Under Performance & Engagement, click Development and Feedback.
  3. Click New Module.
  4. On the Details tab, give the module a name and description. This information appears on the module landing page.
  5. Set a timeframe to complete the module.
  6. Click the Content tab and add content.
  7. Click the Auto Assign tab and assign the module.
  8. Click Save or Click Save and Publish.

After you publish a module, you can assign it to users through a rule.