How do I connect lessons to quality line items?
Required Feature Flags
The following feature flags and permissions are required to use this feature:
Feature Flag | Description |
E-Learning | Enables the eLearning module, including lesson triggers |
Required Permissions:
Manage Lessons — to connect lessons to scorecard line items
Connecting a lesson to one or more quality scorecard line items turns that lesson into an automatic coaching response. When an agent fails the linked line item enough times in a row, the lesson is assigned to them without anyone having to chase it manually.
How auto-assignment works
When an evaluation is completed, evaluagent looks at each failed line item, counts the agent's recent consecutive failures on that item, and compares the count to the threshold you've set in Settings > E-Learning Settings.
If the threshold is hit, the connected lesson is assigned to the agent and they get a notification. The agent shows up in the trigger logs so you can see what was assigned and why.
A few rules:
A lesson can be triggered by multiple line items
A line item can trigger multiple lessons
Only active lessons can have triggers configured
An agent won't be re-assigned the same lesson if they already have it outstanding, or if they've completed it within the cooldown period set in your e-learning settings
Step 1: Open the connect lessons tab
Go to Settings > E-Learning Settings, then select the Connect lessons tab.
You'll see a list of your active lessons, with any existing line item connections shown alongside.
Step 2: Open a lesson to configure triggers
Find the lesson you want to connect and click into it. This opens the trigger configuration for that lesson.
If you're configuring it for the first time, the lesson opens in create mode. If it already has triggers, it opens in edit mode so you can add or remove line items.
Step 3: Select line items
Pick the scorecard line items that should trigger this lesson. You can select line items from any of your active quality forms.
Choose the items where the lesson would actually help. For example, connect a "Professional greetings" lesson to your scorecard's greeting line item.
Step 4: Save
Save your selection. The lesson is now connected to the chosen line items.
From this point on, every completed evaluation that fails one of those line items counts towards the threshold. Once an agent crosses the threshold, the lesson is automatically assigned.
Removing a connection
To stop a lesson auto-assigning from a particular line item, open the lesson's trigger configuration in the Connect lessons tab and deselect the line item, then save. Existing assignments aren't affected — only future evaluations.