No one wants to feel like just a number. Balancing your business’ productivity needs
with your agents’ career growth goals creates a support environment where full-time agents want to
stick around. Agent engagement lets agents earn skills by taking enablement site (myTrailhead)
modules.
Required Editions
| User Permissions Needed |
| To assign agent engagement learnings to agents: |
Workforce Engagement Planner |
While an agent is actively taking a learning module, their capacity is reduced by 1. The agent
can focus on the learning module with fewer distractions. To assign learning modules to your
agents:
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Open Omni Supervisor in the App Launcher.
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In the All Agents list, select the agents to whom you’d like to assign learning.
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Click Assign Learning.
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Search for the name of the enablement site module you want to assign, and select it.
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Click Assign Learning.
