Create a development and feedback module

AI-generated summary

Genesys Cloud provides a comprehensive Development and Feedback module system within its Resource Center that enables administrators to create, manage, and distribute Learning modules for agent knowledge evaluation and professional development. Access to these capabilities requires Admin or Performance Admin roles with specific permissions across Learning categories including Assignment, Module, Rule, and Cover Art, with authorization restricted to divisions where users have designated access. The module creation workflow involves navigating through Performance Management > Employee Engagement > Development and Feedback and completing three primary configuration tabs: Details, Content, and Assessment, followed by Auto Assign configuration for distribution. Within the Details tab, administrators define module metadata including name, description, recommended completion date, and estimated completion time. Cover images support multiple formats (.jpg, .jpeg, .png, .bmp, .gif) with a recommended minimum resolution of 1024 x 768 pixels; the system applies a default image if none is selected. Key functional capabilities include configurable assessment result visibility through "By viewers" (users with Assignment > View permission) or "By assignees" (assigned module recipients) options for Assessment and Learning with Assessment module types. The Enforce Content Order toggle enables sequential module progression, preventing assignees from advancing without completing prior content items in applicable module types. Division-based access controls ensure users only view and manage data within their authorized divisions. The platform supports comprehensive module lifecycle management including creation, editing, assignment, copying, archival, and completion tracking functions. Users can save and preview content before publishing and assign modules for development and feedback purposes. Genesys Cloud maintains a structured feedback mechanism allowing users to report issues such as inaccurate or outdated content and provide positive feedback on information clarity and usefulness. Community support resources and related documentation covering module workflows are available to assist users across multiple roles including Agent, Administrator, Developer/Engineer, Partner, Supervisor, and Support personnel.

PrerequisitesClick to expand

Admin role with the following permissions:
- All permissions under Learning > Assignment
- All permissions under Learning > Module
- All permissions under Learning > Rule
- All permissions under Learning > Cover Art

Performance admin role with the following permissions:
- Learning > Assignment – Add, Delete, Reset, View permissions
- Learning > Module – Add, Archive, Delete, Edit, Publish permissions
- Learning > Rule – Edit, View permissions
- All permissions under Learning > Cover Art

When you work with Development and Feedback, you can create Learning modules that enable agents to evaluate and increase their knowledge. You can only create, work with, edit, and assign a feedback module in divisions for which you have permission. That is, you can only view data from the divisions in which you belong. For more information, see Divisions overview and Assign roles, divisions, licenses, and add-ons.

Notes:

Development and feedback support the following image formats: .jpg, .jpeg, .png, .bmp, and .gif.
After you select a cover image, a thumbnail of that image appears before the Add cover image icon.
After you upload a cover image, the Delete icon appears next to the Add cover image icon.
If you upload another cover image, the new image replaces the current cover image for the current module. Modules that you previously created remain with the initial cover image.
The recommended minimum size for the cover image is 1024 x 768.

Create a learning module

Click Admin.
Under Performance & Engagement, click Development and Feedback.
Click Menu > Performance Management > Employee Engagement > Development and Feedback.
Click New Module.
From the Details tab, give the module a Name and Description. This information appears on the module landing page.
1. In the Recommended Completion Date field, set a timeframe to complete the module.
2. In the Recommended Time to Complete fields, enter the number of hours and minutes to recommend that the agent takes to complete the module.
3. Under Cover Image, click the Add cover image icon to select and upload a cover image for this module. If you do not select an image, the system uses the default image.
4. Learning with assessment and Assessment modules only: Select whether you want to Allow review of assessment results.
  - By viewers allows users who have the Assignment > View permission see the assessment result .
  - By assignees allows users see the assessment to whom you assign the module.
5. Learning and Learning with assessment modules only: Toggle Enforce content order on if you want the module to follow a sequential order. If you do not enable this option, assignees are able to move between module content items without completing the prior module content items.
Click the Content tab and then add content. For more information, see Add content to a development and feedback module.
Click the Assessment tab and then add questions. For more information, see Add questions to a development and feedback module.
Click the Auto Assign tab and then assign the module. For more information, see Assign a development and feedback module.
Click Save and Preview or Save and Publish.

[NEXT] Was this article helpful?

Get user feedback about articles.

Loading...

Create a development and feedback module

Create a learning module

[NEXT] Was this article helpful?