Reset and assign a development and feedback module again

AI-generated summary

Genesys Cloud provides supervisors and administrators with comprehensive functionality to reset and reassign development and feedback modules to agents for tracking progress and evaluating knowledge retention. Access to these features requires either a Master admin role with Learning permissions (Assignment, Module, and Rule) or a Performance admin role with specific Learning permissions including Assignment Add/Delete/Reset/View, Module Add/Archive/Delete/Edit/Publish, and Rule Edit/View. The reset feature allows supervisors to delete all module records for a specific agent, enabling reassignment to track multiple attempts and score improvements or declines in capability. Reset operations are only available after a module has been started and apply only to the most recent module assignment. Supervisors access this functionality through Menu > Analytics > Analytics Workspace by selecting the Agent Development view and clicking the Reset Module icon for the target module. Individual reassignment preserves previous attempt data and can only be applied to the same agent when the module status is not "Not Complete." The reassignment process includes optional scheduling capabilities through the Use Schedule toggle, allowing supervisors to set date ranges, appointment duration, and completion deadlines. The system displays optimal time slot options, with up to 10 slots available for agents associated with Workforce Management Business Units. Module reassignment outcomes vary based on current status and version availability: Assigned modules move to the new assignment date; In Progress modules either change dates or are deleted and replaced depending on version updates; Completed modules are simply reassigned. Group reassignment is available only for modules with active auto-assignment rules, and agents no longer meeting rule logic criteria are excluded from group reassignments. Administrators access group reassignment functionality by navigating to Menu > Performance Management > Employee Engagement > Development and Feedback, selecting the more icon associated with the target module, choosing Assign-Again from the menu, and confirming the action in the popup window. The system provides related documentation on module creation, editing, assignment, viewing capabilities, and external learning module management to support comprehensive development and feedback workflows.

PrerequisitesClick to expand

As a supervisor, you can reset a module when an agent makes a mistake and assign a module again to determine an agent’s progress. By requiring the agent to take the module again, you can keep track of their attempts and scores and evaluate the agent’s progress. Completing multiple instances of the same module can show increases or decreases in knowledge and capability.

Reset a module to a single agentClick to expand

Note:

After you reset a module, all records of the module are deleted for the specific agent.
The reset option only appears after the module is started.
Only the latest (most recent) module assignment can be reset.

To reset a module to a single agent:

Click Performance > Workspace > Employment Engagement > Agent Development.
Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Agent Development and then click the view name to open it.
Select the required agent. The Agent development detail view appears with a list of learning modules assigned to the agent.
Click the more icon associated with the module that you want to reset.
Click the Reset Module icon.

Reassign a module to a single agentClick to expand

Note:

After you assign a module again, the data about the previous attempt is saved.
You can only reassign a module to the same agent.
If a module has a Not Complete status, you cannot reassign it.

To reassign a module to a single agent:

Click Performance > Workspace > Employment Engagement > Agent Development.
Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Agent Development and then click the view name to open it.
Select the required agent. The Agent development detail view appears with a list of learning modules assigned to the agent.
Click the more icon associated with the module that you want to reset.
Click the Assign Again icon. The assign module window appears.
To set the schedule:
- Turn on the Use Schedule toggle button.
  Note: This option adds the training to the agent’s schedule.
  1. Select the date range in which you want the agent to take the training and the duration of the appointment.
  2. Click Check and then select a time slot. In the calendar on the right side of the screen, you can see the best available time slot options as well as the schedule for the agent.
    Note: If the agent is associated with a Workforce Management Business Unit, 10 optimal time slots appear.
- Use the Complete by field to select the date and time by which the agent must complete the module.
Click Next.
Review the details and click Confirm.

The following table lists the possible scenarios that can occur when you select to assign a module again.

Module status	Overdue	New version	Result
Assigned	No	N/A	The current module is moved to the date of the new assignment.
Assigned	Yes	N/A	The current module is overdue and changed to Not Completed.
In Progress	No	No	The In Progress module date is changed to the date of the new assignment.
In Progress	No	Yes	The In Progress module is deleted and a new module is assigned.
In Progress	Yes	N/A	The module status is changed to Not Complete and the same module is assigned again.
Completed	No	N/A	The module is assigned.

Reassign a module to a group of agentsClick to expand

Note:

An agent who no longer meets the rule logic will not be assigned the module again when it is assigned to the group.
You can reassign a module to a group of agents only if that module has active auto-assignment rules.
The assign again functionality impacts only the users inside the preset rules.

To reassign a module to a group of agents:

Click Admin.
Under Performance & Engagement, click Development and Feedback.
Click Menu > Performance Management > Employee Engagement > Development and Feedback.
All the created modules are listed. Click the more icon associated with the module you want to reassign.
Select Assign-Again. The Confirm Assign Again popup window appears.
Click Yes, Assign Again.

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Module status

Overdue

New version

Result

Assigned

N/A

The current module is moved to the date of the new assignment.

Assigned

Yes

N/A

The current module is overdue and changed to Not Completed.

In Progress

The In Progress module date is changed to the date of the new assignment.

In Progress

Yes

The In Progress module is deleted and a new module is assigned.

In Progress

Yes

N/A

The module status is changed to Not Complete and the same module is assigned again.

Completed

N/A

The module is assigned.

Reset and assign a development and feedback module again

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Reset and assign a development and feedback module again

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