eLearning

The following alert rule types are available if you have an eLearning Product that provides hard and soft skills training, applicable for the entire employee life cycle (before, during, and after the hiring process), and includes training assessment and design tools. license.

New Lesson Assigned

Employees receive an email or desktop message notifying them when new lessons are assigned.

If eLearning is integrated with Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface., this alert rule can also be configured to point out recorded contacts. Contacts on lesson assignment are flagged for evaluation Form used to review employee performance for a specific interaction, which evaluates proficiency in handling interactions and delivering services to a customer. and viewed in Interactions. These contacts can alert a supervisor to reevaluate the performance of an agent after the agent has completed a lesson.

Lesson Due Date

Employees receive an email or desktop message notifying them either that:

An assigned lesson has a due date within a specified number of days
The due date has passed

Criteria set when the rule is configured determine whether the notice informs the employee of a due date or a past due date.

Lesson Completion

Employees receive an email notification that lessons have been completed. An administrator can specify whether the email is sent each time a lesson has been completed, or when a specific lesson has been completed.

If eLearning is integrated with Interactions, this alert rule can also be configured to point out recorded contacts. Contacts on lesson completion are flagged for evaluation and viewed in Interactions. These contacts can alert a supervisor to reevaluate the performance of an agent after the agent has completed a lesson.

Competency Due Date

Employees receive an email notification that an assigned competency has not been acquired or is below the required rank. The email also indicates whether the assigned competency is either due within a specified number of days or is past due.

Competency Rank

Employees receive an email notification that an employee has received a competency rank below the required or the rank specified in the alert rule. This alert rule can be configured so that individual lessons and lessons mapped to a specified competency are assigned to employees.