By following the navigation prompt, you'll be directed to the following screen
Linking EvaluAgent line items to lessons enables you to automatically trigger e-learning for your agents when line item failure thresholds are met.
If configured to YES, Lessons can be manually assigned via an action within a 1-to-1 meeting or via an action created directly from the menu.
If you choose to use the system to auto-assign lessons based on underperformance identified via the Quality Performance report, then you will need to set the following parameters
Performance thresholds & triggers
- Auto trigger a lesson every X consecutive fails: This value represents the number of line items fails in a row that an agent must experience before a lesson is triggered. The fails must be consecutive.
- Don't trigger the same lesson within X weeks: If one of your lessons has previously triggered for an agent, this value represents the number of weeks that the platform will not send that same lesson to the same agent, even if the user fails the same line item again. For example, if you set the value as 2 weeks and the agent previously had the lesson triggered on 1 June, but fails the linked line item again on 10 June, the agent will not receive another instruction to complete the lesson.
- SLA for auto-triggered lessons X days: This will provide a deadline for lesson completion for your agents and will be used in reporting.
Once you've covered these global auto-trigger settings, you'll need to connect lessons to line items so that if a line item triggers a lesson, the platform knows exactly which lesson to assign to the agent,
Connecting lessons to line-items
Click the Connect lessons tab and you'll see a list of the available lessons. You'll need to connect each auto-triggered lesson to a line item. Click Connect
From the resulting modal window, select one of your scorecards.
Then select the line item(s) that you want to link to this lesson. You can select multiple line items from multiple scorecards across your system.
In the selected tab, you can review the list of selected line items (and remove ones you don't want). To create the trigger link, select click Create triggers.
Having linked the two line items to the lesson, we return to the lesson list and can see the list of line items that will trigger the lesson.
To remove line items from from the lesson, simple click Manage, where you can remove any triggers via the Selected tab.