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            Preparing for Agent Engagement

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            Preparing for Agent Engagement

            Before you use agent engagement, ensure that the feature is fully configured.

            Required Editions

            Example
            Example
            Note
            Note Workforce Engagement is scheduled for retirement. See Workforce Engagement Retirement.
            View supported editions.
            1. Configure an Enablement Site (myTrailhead) to Work with Agent Engagement
              To configure Workforce Engagement’s agent engagement feature, the first steps are to set up a compatible enablement site (myTrailhead) account and publish custom learning modules.
            2. Configure the Omni-Channel Widget to Work with Agent Engagement
              Now that you set up an enablement site (myTrailhead) and created modules, configure the Omni-Channel widget. The widget is where a Workforce Engagement agent receives learning assignments.
            3. Create and Assign a Learning Manager User Profile for Agent Engagement
              You set up an enablement site (myTrailhead), created learning modules, and added the Omni-Channel widget to your org. Next on the agent engagement configuration list is creating and assigning a Learning Manager user profile.
            4. Configure Users as Agent Engagement Learners
              Your next step in configuring your org to use agent engagement is setting up your learners.
            5. Configure Skills for Agent Engagement
              You set up an enablement site (myTrailhead) and created modules. You configured your Omni-Channel widget and enabled your users to work within the feature. Now you can take the final configuration step of setting up skills to work with agent engagement.
             
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