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Assigning Training to Your Agents

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What this job is

Assigning training is how you tell agents what to complete and by when. You can assign a course, a content role, or a live event. You can assign to one agent, a team, or a group you pick. Every assignment should carry a due date and a notice to the agent. An assignment with no due date is a suggestion, and agents treat it that way. You reach this tool from your Slider Menu, under Management Tools. Managers assign from ready made templates. Building new templates runs above your level, so if the template you need does not exist, ask BPS support to set it up and then assign from it here.

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Assign training, step by step

  1. Open Assign Training from Management Tools.
  2. Choose what you are assigning: a course, a content role, or a live event.
  3. Pick a template if the training uses one. The template carries the preset choices, so you do not rebuild them each time.
  4. Pick who gets it. Choose a team for group training, or pick agents one by one for a single person.
  5. Set the due date. Give agents real time to finish, and match the date to your follow up plan.
  6. Turn on the notification so agents get told about the assignment. Then also tell them yourself. A system notice plus a word from you gets far better results than the notice alone.
  7. Review the summary screen: what is assigned, who gets it, and the due date.
  8. Send the assignment.

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Read the assignment report

The assignment report shows who got what, what is finished, what is in progress, and what is overdue.
  1. Open the assignment report from the same area.
  2. Pick the assignment you want to check.
  3. Read the status for each agent.
  4. Follow up with overdue agents first, then agents who have not started. An agent who never started often has a sign in problem or never saw the notice, and both are quick fixes.

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Archive old assignments

When an assignment is done and nobody needs it on the active list anymore, archive it. Archiving cleans up your list without erasing the record. Agents keep their completions and scores. Archive last quarter’s assignments when the new quarter starts, and your active list will always show only the work that matters now.

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What success looks like

Every agent knows what they owe and by when, your assignment report shows movement week to week, and overdue names get a follow up from you before the due date passes, not after.

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Common problems

Agents say they never got the assignment. Check the notification was on, and confirm the agent is in your location with the right content role. An agent outside your location cannot receive your assignments. You need a template that does not exist. Do not build a workaround by hand for a one time case if the training repeats. Ask BPS support to create the template, then assign from it every time. An agent finished but the report still shows them open. Give it a little time, then check the assignment report again. If it still shows open, open the agent’s report card view in the Course Report and confirm the completion is there. See Checking Progress: Course Report and Location Content Report.