Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Managing Intelligent Training/ Managing Training Tasks
Updated on 2024-10-12 GMT+08:00
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Managing Training Tasks

A tenant administrator configures intelligent training tasks. Agents can choose to participate in training tasks as required.

Procedure

  1. Sign in to the AICC as a tenant administrator and choose Business Training > Training Task Management.
  2. Click New. The Creating a Training Task page is displayed.
  3. Configure basic information about the training task.

    Figure 1 Basic Information
    • Maximum Number of Questionnaire Answers: Enter an integer ranging from 1 to 100. If no value is entered, the number of times for answering the survey is not limited by default.
    • Training Questionnaire: Select a published intelligent training survey.
    • IVR Flow: Select a published intelligent IVR flow.

  4. Click Next. The Object Management page is displayed.

    Figure 2 Object Management

    Click Add, and select an agent account to participate in the training task.

  5. Click Next. The Outbound Call Duration page is displayed.

    Figure 3 Outbound Call Duration

    An outbound call time segment must be set in the Set Outbound Call Time area.

  6. Click Next. The Outbound Call Policy page is displayed.

    Figure 4 Outbound Call Policy

  7. Click Save.
  8. Return to the Training Task Management page, select the configured training task, and click Start to start the training task.

Follow-up Procedure

You can perform the following operations on training tasks:

  • Click Suspend to stop a training task.
  • Click Edit to modify all information of a training task.
  • Click Task Result to view the call result list of a task.
    Figure 5 Task result

    Click Export to create a task of exporting training task results. Click View Export Result and click Download corresponding to the export task whose Result is Successful to download the training task results to the local PC.

    The exported data contains personal data. Exercise caution when processing the exported data to prevent personal data leakage and abuse.

  • Click Associated Questionnaire to view the survey details.
    Figure 6 Associated survey
  • Click Result Analysis to view the answer details.
    Figure 7 Result analysis
  • Click to modify the basic information, task object, task time, and task policy of a training task.