Automated Lesson Settings
Overview
Automated lesson settings let you connect e-learning lessons to quality scorecard line items. When an agent fails a specific line item enough times in a row, the system can automatically assign a lesson to help them improve.
Note: The E-Learning feature must be enabled for your organisation to access these settings.
Getting there
Go to Settings > Automated Lesson Settings
Manual assignment controls
You can configure whether lessons can be manually assigned in addition to automatic triggers:
Assign within 1-to-1s: When set to Yes, lessons can be manually assigned as an action within a 1-to-1 meeting
Assign from menu: When set to Yes, lessons can be manually assigned from context menus throughout the application
Performance thresholds and triggers
If you choose to use the system to auto-assign lessons based on underperformance, you need to set the following parameters:
Auto-trigger threshold
Auto trigger a lesson every X consecutive fails: The number of consecutive line item failures an agent must experience before a lesson is triggered. The fails must be consecutive (in a row).
Repeat delay
Don't trigger the same lesson within X weeks: If a lesson has previously been triggered for an agent, this value represents the number of weeks before that same lesson can be triggered again for the same agent, even if they fail the linked line item again.
Example: If set to 4 weeks and an agent completes a lesson, the same lesson will not be auto-triggered for that agent for 4 weeks, even if they fail the relevant line item again during that period.
SLA deadline
SLA for auto-triggered lessons X days: This sets a deadline for lesson completion and is used in reporting.
Settings summary
Setting | Purpose | Recommended default |
Auto-trigger threshold | Failures before triggering | 2-3 consecutive failures |
Repeat delay | Cooldown between re-assignment | 4 weeks |
SLA days | Completion deadline | 7-14 days |
Connecting lessons to line items
Once you have configured the global auto-trigger settings, you need to connect lessons to specific line items so the system knows which lesson to assign when a trigger fires.
Click the Connect Lessons tab to see a list of available lessons
Click Connect next to the lesson you want to configure
From the modal, select one of your scorecards
Select the line item(s) you want to link to this lesson -- you can select multiple line items from multiple scorecards
In the Selected tab, review the list of selected line items (and remove any you do not want)
Click Create triggers to create the connection
After connecting line items to the lesson, you will see the list of line items that will trigger the lesson.
Managing connections
To remove line items from a lesson, click Manage, where you can remove any triggers from the Selected tab.
How triggers work
When a quality evaluation is completed:
The system checks if any failed line items have triggers configured
It counts consecutive failures for that agent on that line item
If the threshold is reached, it checks assignment eligibility:
Condition | Result |
First time triggering | Lesson assigned, agent notified |
Agent has an incomplete lesson | Logged but not re-assigned |
Recently completed same lesson | Logged but not re-assigned (within repeat delay) |
Repeat delay has passed | Lesson assigned, agent notified |
Trigger rules
A single lesson can be triggered by multiple line items
A single line item can trigger multiple lessons
Only active lessons can have triggers configured
Triggers fire based on consecutive failures, not total failures
Important notes
Auto-assignment must be enabled in settings for triggers to fire
Only active lessons can have triggers configured
Trigger logs are available in the Track area for monitoring
Changes to threshold and delay values apply to future triggers only