Agent Engagement

Empower agents to learn skills via an enablement site (myTrailhead) and then apply these skills in forecasting, schedule planning, and shift creation. Create custom trails and modules that reflect support and product knowledge that your agents need in order to provide better service. Associate learning with skills and automatically assign those skills to agents when they complete a module. You can later assign agents to shifts where their skills are needed.

Required Editions

Note Workforce Engagement is scheduled for retirement. See Workforce Engagement Retirement.

View supported editions.

• Preparing for Agent Engagement
  Before you use agent engagement, ensure that the feature is fully configured.
• Assign Learning to Agents with Agent Engagement
  No one wants to feel like just a number. Balancing your business’ productivity needs with your agents’ career growth goals creates a support environment where full-time agents want to stick around. Agent engagement lets agents earn skills by taking enablement site (myTrailhead) modules.
• Earn Skills as a Workforce Engagement Agent
  Earn skills by taking enablement site (myTrailhead) modules that are assigned to you by your team lead. Leverage these skills for career growth opportunities later on.