Prerequisites:

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

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
 

As a supervisor you can reset a module when an agent makes a mistake and assign a module again to determine an agent’s progress. By requiring the agent to take the module again you can keep track of their attempts and scores and evaluate the agent’s progress. Completing multiple instances of the same module can show increases or decreases in knowledge and capability.

Note:
  • After you reset a module all records of the module are deleted for the specific agent.
  • The reset option only appears after the module is started.
  • Only the latest (most recent) module assignment can be reset.
  1. Select Performance > Workspace > Agent development.
  2. Select a specific agent.
  3. Select the Development tab.
  4. Click the 3 dot menu associated with the module you want to reset.
  5. Click the Reset icon.

Note:

  • After you assign a module again, data about the previous attempt is saved. 
  • You can only reassign a module to the same agent.
  • If a module has a Not Complete status you cannot reassign it.

To reset a module, perform these steps.

  1. Select Performance > Workspace > Agent development.
  2. Select a specific agent.
  3. Select the Development tab.
  4. Click the Click More  menu associated with the module you want to reassign.
  5. Click the Assign again icon.

The following table lists the possible scenarios that can occur when you select to assign a module again.

Module status Overdue New version Result
Assigned No N/A The current module will be moved to the date of the new assignment.
Assigned Yes N/A The current module is overdue and will be changed to Not Completed.
In Progress No No The In Progress module date will be changed to the date of the new assignment.
In Progress No Yes The In Progress module is deleted and a new module is assigned.
In Progress Yes N/A The module status is changed to Not Complete and the same module is assigned again.
Completed No N/A The module is assigned.

Note: An agent who no longer meets the rule logic will not be assigned the module again when it assigned to the group.

To assign a module again to a single agent, follow these steps.

  1. Select Admin > Performance & Engagement > Development and Feedback.
    All of the created modules are listed.
  2. Click the Click More   menu associated with the module you want to reassign.
  3. Select Assign Again.
  4. In the message that appears, click Yes, Assign Again.