Service Operations Workspace - Learning
Summarize
Summary of Service Operations Workspace - Learning
Service Operations Workspace Learning empowers agents to browse, enroll in, and complete learning courses and paths that enhance their skills. It offers personalized recommendations based on past activities and team trends, helping agents efficiently manage their learning journey and skill development.
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Overview Tab
- My active learning: Displays assigned or self-enrolled courses and learning paths sorted by due date, showing duration and completion progress. Agents can view all active tasks to prioritize learning.
- Completed learning tasks in the last 90 days: Tracks recently completed learning paths and courses to monitor progress over time.
- My skills: Shows the current skills set and recently used skills, supporting skill management and growth visibility.
- You may like: Provides tailored course recommendations influenced by individual and team activities, trending topics, and newly added content.
Discover Tab
- Allows browsing and filtering the course catalog to find relevant learning content.
- Offers detailed information on courses and paths, including completion time and skills gained.
- Delivers personalized learning recommendations using past activity data and team behavior, organized into categories for easier discovery.
- Enables enrollment in recommended learning items directly from the interface.
My Learning Tab
- Helps track pending courses or paths with due dates, allowing sorting to prioritize tasks.
- Displays completed courses that were assigned or self-enrolled, with filtering options.
- Facilitates participation in surveys related to skills assessment for groups the agent belongs to, with the ability to copy and complete surveys.
Learning Path and Course Discovery
Agents can explore courses and learning paths of interest within Service Operations Workspace. Predictive Intelligence enhances discovery by providing recommendations tailored to agents’ past learning activities, increasing relevance and engagement.
Use Service Operations Workspace Learning to review learning courses and paths and complete them.
As an agent, you can get recommendations on courses or paths that you may want to take, complete learning paths and courses, and add skills to your skills set when you complete them.
Overview tab
| Section | Description |
|---|---|
| My active learning | View the learning tasks, which could include learning paths and courses.
|
| Completed learning tasks in the last 90 days | Monitor the status of enrolled learning paths and courses that you've completed in the last 90 days. |
| My skills | Analyze how many skills that you have in your skills set at a given time including the skills you've recently used. |
| You may like | See recommendations that you may like based on your past activities or your teams' activities, what's trending, and courses that were added recently to your library. |
Discover tab
- Browse the course catalog or filter them based on set criteria narrow down the display of them to what's relevant to you.
- Analyze details for a course and path such as the time that it takes to complete them, or the skills you have gained recently.
- Get learning recommended to you based on your past activities or the activities of your teams to which you belong. The content is grouped into different categories. For more information, see Recommendation grouping.
- Select Browse recommended learning, and then select and enroll in the desired course item.
My learning tab
- Analyze courses or paths that are still pending completion and when they're due. You can also sort them by due date.
- See courses, which were assigned to you or the ones you've enrolled in that you've have completed.
- Use the Assigned & enrolled filter to narrow down the search.
Take a survey or review skills to add to your skill set. You can receive surveys available for any group to which you belong. You can make a copy of the survey and work on it to complete them.