How does the system auto-assign lessons?

Introduction

You can configure the platform to automatically assign lessons to agents based on their underperformance within the quality performance report.

For example, you may wish to create a lesson that trains agents on the exact information to provide to the customer in specific scenarios and then, if the agent fails this line item 3 times on the row, they are auto-assigned that lesson.

All the parameters are configured via SETTINGS > eLearning Settings > Automated lesson settings.

When this loads, click on to the "Connect Lessons" tab and you'll see a list of eLearning courses you have configured.

You can then manage existing connections or connect a new course to scorecard line items. When you click manage/connect, a modal will appear that allows you to choose the scorecard, and then the line item you'd like to connect the eLearning course with.