Assignment Statuses An assignment can have any one of the following statuses. Depending on how the assignment is made,

Assignments Assignments The topics in this section provide information about Assignments. To begin managing Assignments on the Assignments console: 1. On the Navigation bar, click Assignments 2. The Assignments console is displayed. By default, the Assignments tab is selected. Notes about assignments: An assignment can have only one status at any given time. When filtering by assignment status, the filter is based on the current assignment status. When filtering by assignment status in reports, the filter is based on the most current assignment status during the selected date range. An Active Assignment 1 is an assignment that has not yet reached the expiration date. Due date and expiration date are separate properties from Assignment Status. This allows filtering on all assignments that are past due by xx number of days. On the Assignment Group 2 view, if associated assignments are set to be removed before expiration date, user 3 count does not decrease. On the Assignment Group view, if any of the associated assignment instances are removed manually, then the user count decreases. Assignment Priorities Assignment Statuses An assignment can have any one of the following statuses. Depending on how the assignment is made, To display, an active assignment must be within a selected date range. Status Description Example Not Started Any active assignment that has no progress against it. Assignment has been made 1 A task or task bundle assigned to a user. 2 If an assignment group is made where more than 1 assignment is given to more than 1 user, each of those result in a single assignment instance, which is a task assigned to a single user. 3 A person authorized by a login and password to access the IntraDiem application. 2017 Intradiem Page 313 of 1658

Status Description Example In Progress Any active assignment that has been started but has not been completed. Course is launched, and remains in progress until the user completes the course 1 and receives at least the minimum required review score. Pending Confirmation Any active assignment that has not yet received the required confirmations to be considered completed. If this assignment does not require agent or supervisor confirmation, the assignment moves from In Progress to Completed. Course has been completed with the required review score; has not been confirmed by the supervisor Completed Any active assignment that has met required completion criteria: viewed all pages taken all reviews minimum score agent confirmation supervisor confirmation The course has been completed with the required minimum review score, and has been confirmed by the agent and the supervisor Printable Job Aids Assigning User Tasks Bulk Edit Assignments Deleting An Assignment Rule Editing An Assignment Editing An Assignment Rule 1 Content that is assigned for a user to take during a session. 2017 Intradiem Page 314 of 1658

Assignment Ranking Scenarios This topic provides examples of how assignments are ranked. In each of these scenarios: John, the user 1 receiving the assignments, has not completed any of the assignments The Activity Type is prioritized in this sequence: Urgent Communications Policy Updates General Training Scenario 1 John receives the following assignment on Monday April 1, 2014. Assignment2 Name Priority May Urgent Communications High Due Date3 April 30, 2014 Tasks, in order of sequence. Each task4 is associated with the Urgent Communications Activity Type. April 1 Must Read April 15 Must Read April 30 Must Read 1 A person authorized by a login and password to access the IntraDiem application. 2 A task or task bundle assigned to a user. 3 The due date of the assignment. 4 A Specific unit of work that can be assigned to a user. Examples include courses, knowledge base articles, and coaching. 2017 Intradiem Page 315 of 1658

Prioritization for these three tasks: Each of these three tasks is an assignment instance. Each new assignment instance is associated with default values for rank and KTI. In the following chart, the default values are: Rank: 9999 KTI: 16 Rank Completed Date KTI Due Date Sequence Task Name 9999 NULL 16 4/30/2014 1 April 1 Must Read 9999 NULL 16 4/30/2014 2 April 15 Must Read 9999 NULL 16 4/30/2014 3 April 30 Must Read Calculate the KTI value for each newly created assignment instance. First, priority type is calculated, based on the maximum number of days between now and the assignment instance due date. Priority Type Maximum number of days before due date 0 - Critical 3 1 - High 7 2 - Medium 12 3 - Low 99 These assignment instances were created on April 1 - priority type in this example is calculated as follows: 2017 Intradiem Page 316 of 1658

Priority Type Maximum number of days before due date Date calculation Date for this priority type 0 - Critical 3 4/1/14 + 3 days 4/4/14 1 - High 7 4/1/14 + 7 days 4/8/14 2 - Medium 12 4/1/14 + 12 days 4/13/14 3 - Low 99 4/1/14 + 99 days Content Prioritization Rules 2017 Intradiem Page 317 of 1658

Viewing Assignments Assignments Assignments Add Permissions T o v i e w o r e d i t s i m p l e a s s i g n m e n t s, y o u m u s t b e a s s i g n e d a p r o - f i l e w i t h t h e A s s i g n m e n t s S i m p l e A s s i g n m e n t s E d i t p e r m i s s i o n. T o e d i t a s s i g n m e n t s c r e a t e d b y r u l e s, y o u m u s t b e a s s i g n e d a p r o f i l e w i t h t h e A s s i g n m e n t s A s s i g n m e n t s C r e a t e d b y R u l e s E d i t p e r m i s s i o n. Assignments that you can view are based on the users that you can view, and the tasks that you can view. Viewing Assignments To view assignments: 1. On the Navigation menu, click Assignments to display the Assignments view. 2. Click the Assignments tab. A maximum of 250,000 records will display in the Assignments grid. Customizing the Assignments Grid The Assignments tab displays user 1 information in a grid format. By default, the grid displays the following for each assignment record: Assignment Group2 Assigned Task Activity Type Login Expected Duration (min) Due Date3 1 A person authorized by a login and password to access the IntraDiem application. 2 If an assignment group is made where more than 1 assignment is given to more than 1 user, each of those result in a single assignment instance, which is a task assigned to a single user. 3 The due date of the assignment. 2017 Intradiem Page 318 of 1658

Priority Status The grid can be customized to remove or add selected columns. To customize columns displayed on the grid, click the grid icon. The following columns can be added and removed on the grid: User-defined categories can be added in the System Profile. Activity Type Assigned Task Assignment 1 Group Attribute Comments Due Date Employee Initials Expected Duration (min) Expiration Date First Score Last Score Login Priority Reason Start Date2 Status Supervisor Initials Tags 1 A task or task bundle assigned to a user. 2 The date the assignment was started by the user. 2017 Intradiem Page 319 of 1658

Team Name Time in Assignment by Minutes Time in Assignment by Percent To change a column size, click and drag the column border. Quick Demo Assignments View The Assignments View, by default, displays all assignments that you can view, based on your assigned profile. To view select assignments, use Filters. The following is displayed for each listed assignment: Column Description Check box Click the check box next to one or more assignments to select for the same action 1. Assignment Group Assigned Task Activity Type User The Assignment Group to which this assignment belongs. The name of the task 2 to be completed for this assignment. The activity type 3 to which this assignment belongs. The name of the user to whom this assignment was made. Duration The expected duration of the assigned task 4. 1 The result of a rule. When the conditions of a rule's triggers are met, the rule's actions are triggered. 2 A Specific unit of work that can be assigned to a user. Examples include courses, knowledge base articles, and coaching. 3 A way to organize and group together similar tasks and define the Intradiem delivery experience specific for such tasks. 4 A Task, multiple Tasks, or Task Bundle associated to a User for the purpose of completion. 2017 Intradiem Page 320 of 1658

Column Due Priority Status Comment Description The due date of the assignment. The priority of the assignment. The assignment's current status: Not Started, In Progress, or Completed. Click to add or view a comment about the assignment. Comments can be added regardless of assignment due date. Edit Assignment Delete Assignment Reassign Assignment Clear Bookmarks Click to edit information about the assignment. Click to delete the assignment. Displays next to an assignment that has been deleted or completed prior to its expiration date. Click to re-assign the assignment. The assignment is treated as a new assignment and is included in reports as a separate entry from the initial assignment. Click to reset the SCORM bookmarks. When bookmarks are cleared, the user can start taking the course 1 from the beginning regardless of previous progress in the course. The amount of time that assignments remain in this view is determined in Configure - System Profile - Manual Assignments settings. Delete, Reassign and Clear Bookmarks actions remain available until an assignment's history is deleted. A maximum of 250,000 records will display in the Assignments grid. Assignment Groups View To view assignment Groups, click Assignment Groups above the grid. The following is displayed for each assignment group that you can view, based on your assigned profile. To view select assignment groups, use Filters. The following is displayed for each listed assignment group: Column Check box Description Click the check box next to one or more assignment groups to select for the same action. 1 Content that is assigned for a user to take during a session. 2017 Intradiem Page 321 of 1658

Column Name Description The name assigned to the assignment group. Click the name to display the Assignments contained in the group. Simple The Assignment Group was added through the Add Assignment Group window Type Rule The Assignment Group was generated by an assignment rule1 Users Tasks Complete Incomplete Due Date Comment Edit Assignment Group The number of users included in this assignment group. To view the users for the assignment group, click the link in the Users column. The number of tasks included in this assignment group. To view the tasks, click the link in the Tasks column. The number of users who have completed all Tasks in the Assignment represented as a number and a percentage. The number of users who have not completed all Tasks in the Assignment represented as number and percentage. The date that the assignment group is due for completion. The due date was entered when the assignment group was created. The due date might be different from the assignment expiration date. To sort results by due date, click the column header. Click to add or view a comment about the assignment group. Click to edit information about the assignment group. Delete Assignment Group Click to delete the assignment group. An assignment expires at 12:00 AM UTC 2 on the assignment's expiration date. Depending on the number of assignments in the system, the process might take a few minutes. Reassign Assignment A maximum of 250,000 records will display in the Assignments grid. 1 a rule that defines how an automatic assignment is made 2 Coordinated Universal Time. A time standard based on Internation Atomic Time (TAI). The primary time standard by which the world regulates clocks and time. 2017 Intradiem Page 322 of 1658

To reassign an assignment that has been deleted or completed prior to its expiration date: 1. In the Assignment grid, next to the assignment, click the Reassign icon. The Reassign icon is displayed only for assignments that have been deleted or completed prior to expiration date. 2. On the Reassign Assignment window, select one of the options: Reassign Task and remove from Reports Reassign Task but keep score and time The previous assignment instance is deleted and a new instance of the assignment with a status of Not Started is created. The assignment history is removed, which also removes completion date for the assignment. Reports will show no completion information for this assignment until it is completed the second time. SCORM Course: The assignment status is updated to In Progress. Non-SCORM Course: The assignment status is updated to Not Started. Assignment history and the completed date for the initial assignment is maintained. Once the assignment has been completed a second time, the assignment instance is updated with a new last score. The first score is the score from the initial completion. Reports will show completion data and the score from the first completion will be the first and last score. Once the user retakes the assignment, the completion date and the last score will be updated. 2017 Intradiem Page 323 of 1658

Data returned through the API 1 follows the same logic. Assignment View Options Perform any of the following options on the Assignment view. Filter Apply filters to view only the assignments that you need to see. Select an existing filter: Create a custom filter: Filter attributes can be selected by Assignment, User or Task. View Assignments Made to Me To view only assignments that have been made to you, select the filter All Assignments made to Me. 1 An application-programming interface (API) is a set of programming instructions and standards for accessing a Web-based software application or Web tool. 2017 Intradiem Page 324 of 1658

On this view, you can view information about assignments that have been made to you. This information is view only. To take and complete an assigned task, you must open the Agent Console and complete the assignment there. Any actions that you take on the Assignments Grid in this console are view only. You can open an assigned task, view the task, and possibly take a quiz for the task, but this is all in preview mode, until you open and take the course in the Agent console. Navigate by Page The number of items and pages in the list is displayed. To navigate: Click the navigation arrows Click in the Page Size field to change the number of items displayed per page If additional items display beyond the screen size, use horizontal or vertical scroll bars to view more records Sort By default, assignments are displayed alphabetically, by Assignment Group. To sort by another column, click the column header. To reverse the sort, click the column header again. An arrow next to the header name indicates which column is currently sorted. Export to Excel Export up to 5000 records to an Excel spreadsheet. When exporting from a grid, such as Users, Tasks and Assignments, a maximum of 3000 records can be exported. When exporting from a report, a maximum of 5000 records can be exported. To export the displayed assignments information to an Excel spreadsheet: To export to Excel, you must have Excel installed on your desktop. 1. Click Export to Excel. A message is displayed, with the file size, and options to open or save the exported file. 2. On the displayed message, click one of the following; Open - to open the file without saving. To save the file after opening, click File - Save in the Excel interface. 2017 Intradiem Page 325 of 1658

Save - select Save, Save as, or Save and open. If you select Save or Save and open, the file is saved with a file name of export-data; the file location defaults to the Downloads folder. A maximum of 250,000 records will display in the Assignments grid. 2017 Intradiem Page 326 of 1658

Assignment Status Assignment Status Descriptions To display, the assignment must be within a selected date range. An assignment can have any one of the following statuses. Depending on how the assignment is made, The API 1 will use the requirements described in this topic for status changes. Status Description Example Unassigned Not Started In Progress An assignment that has been created, but not assigned. Any active assignment that has no progress against it. Any active assignment that has been started but has not been completed. Any active assignment that has not yet received the required confirmations to be considered completed. If this assignment does not require agent or supervisor confirmation, the assignment moves from In Progress to Completed. Assignment 2 has been made Task is launched, and remains in progress until the user 3 completes the task 4 and receives at least the minimum required review score. Pending Confirmation If the assignment has no review questions, then the assignment status is changed to Pending Confirmation or Completed once the assignment is closed. Task has been completed with the required review score; has not been confirmed as required for the task - by the supervisor, the agent, or both. When an assignment has a status of Pending Confirmation (Supervisor), dynamically delivered sessions will still be delivered. 1 An application-programming interface (API) is a set of programming instructions and standards for accessing a Web-based software application or Web tool. 2 A task or task bundle assigned to a user. 3 A person authorized by a login and password to access the IntraDiem application. 4 A Specific unit of work that can be assigned to a user. Examples include courses, knowledge base articles, and coaching. 2017 Intradiem Page 327 of 1658

Status Description Example Any active assignment that has met required completion criteria. Possible required criteria include: Completed viewed all pages taken all reviews minimum score agent confirmation supervisor confirmation The task has been completed with the required minimum review score, and has been confirmed by the agent and the supervisor. If the assignment has no review questions, then the assignment status is changed to Pending Confirmation or Completed once the assignment is closed. More about API Integration. Assignment Status Examples Sample 1: Assignment of an imported SCORM course 1 that requires a minimum score of 80% on review to complete. No confirmations are required. Action The assignment is made The course is launched - either through a session 2 or self-directed The user completes the assignment and receives a review score of 82% Status Not Started In Progress Completed Because confirmations are not required, this assignment does not go into a Pending Confirmation status. Sample 2: Assignment of an imported SCORM course that requires a minimum score of 80% on review and supervisor confirmation to complete. Action The assignment is made Status Not Started 1 Content that is assigned for a user to take during a session. 2 The allotted time period for an Intradiem task, typically 15 minutes. It is assigned with special attention to work flow and schedules. 2017 Intradiem Page 328 of 1658

Action The course is launched - either through a session or self-directed The user completes the assignment and receives a review score of 82% The supervisor confirms the assignment completion Status In Progress Pending Confirmation Completed Sample 3: Assignment of an External task in Intradiem that does not require confirmation. Action Assignment is made The user accesses the URL for the task Status Not Started Completed Because a minimum review score is not required, this assignment does not go into an In Progress status. Because confirmations are not required, this assignment does not go into a Pending Confirmation status. Sample 4: Assignment of an external task in Intradiem that requires supervisor confirmation. Action Assignment is made The user accesses the URL for the task The supervisor confirms completion of the assignment Status Not Started Pending Confirmation Completed Because a minimum review score is not required, this assignment does not go into an In Progress status. Sample 5: Assignment of an external task in Intradiem that requires agent and supervisor confirmation. Action Assignment is made The user accesses the URL for the task The agent confirms completion of the assignment The supervisor confirms completion of the assignment Status Not Started Pending Confirmation Pending Confirmation (until both the agent and the supervisor confirm) Completed Because a minimum review score is not required, this assignment does not go into an In Progress status. An assignment can have only one status at any given time. 2017 Intradiem Page 329 of 1658

When an assignment has a status of Pending Confirmation (Supervisor), dynamically delivered sessions will still be delivered. When filtering by assignment status, the filter is based on the current assignment status. When filtering by assignment status in reports, the filter is based on the most current assignment status during the selected date range. An Active Assignment is an assignment that has not yet reached the expiration / removal date. Due date and expiration date are separate properties from Assignment Status. This allows filtering on all assignments that are past due by xx number of days. An assignment expires at 12:00 AM UTC 1 on the assignment's expiration date. Depending on the number of assignments in the system, the process might take a few minutes. 1 Coordinated Universal Time. A time standard based on Internation Atomic Time (TAI). The primary time standard by which the world regulates clocks and time. 2017 Intradiem Page 330 of 1658

Adding Assignments Assignments Assignments Add Permissions T o a d d a s s i g n m e n t s, y o u m u s t b e a s s i g n e d a p r o f i l e w i t h t h e A s s i g n m e n t s A c t i o n s E d i t p e r m i s s i o n. Managing Assignments To manage assignments: 1. On the Navigation menu, click Assignments to display the Assignments view. 2. Click the Assignments tab. Adding an Assignment When you add an assignment, it becomes an Assignment Group 1. The Assignment 2 Group consists of each instance of the assignment that you create. A separate instance is created for each task 3 assigned to each user 4. For example, if the assignment that you create is assigned to three users, and includes two tasks, an Assignment Group is created, with six assignment instances: User 1 User 1 User 2 User 2 User 3 User 3 Task A Task B Task A Task B Task A Task B If you assign one task to one user, an Assignment Group is still created, with one instance. To add an assignment: 1 If an assignment group is made where more than 1 assignment is given to more than 1 user, each of those result in a single assignment instance, which is a task assigned to a single user. 2 A task or task bundle assigned to a user. 3 A Specific unit of work that can be assigned to a user. Examples include courses, knowledge base articles, and coaching. 4 A person authorized by a login and password to access the IntraDiem application. 2017 Intradiem Page 331 of 1658

1. On the Assignments view, click Add. 2. The Add Assignment Group window is displayed. Complete each tab, then click Submit. While you are completing the tabs, information about the number of users and tasks selected is displayed in the window. Completing the Assign To Tab On the Assign To tab, select the users that will receive this assignment. To locate users, use an existing filter, or select Ad Hoc Filter and enter a filter to search for users. To complete the Assign To tab: 1. Either select an existing filter, or enter filter criteria to locate users for this assignment. 2. Click Search. Users that meet the filter criteria are displayed. Displayed Results overlay the search details. To view the Details, click the plus sign in the Details view. 2017 Intradiem Page 332 of 1658

To view Results again, click the plus sign in the Results view. 3. To remove a user from the assignment list, click the Exclude User icon. The minus changes to a plus. This user will not receive the assignment. To include the user, click the plus sign to change it back. Displayed users with the red minus sign next to their name will receive the assignment. At the top of the display, the number of selected users is displayed. When you exclude users, the count changes. 4. After selecting users, click Next to proceed to the Tasks / Task Bundles tab. Completing the Tasks / Task Bundles Tab On the Tasks & Task Bundles tab, use filters to display a list of tasks or task bundles, and then select the tasks to include in this assignment. To complete the Tasks & Task Bundles tab: 1. Select either Tasks to select individual tasks for the assignment, or Task Bundles to select from a list of available task bundles. To select individual tasks: 1. In the Filter field, select a filter. Select Ad Hoc Filter to create your own filter, or select an existing filter. Use the displayed filter criteria, or change the filter criteria to customize to your search. 2017 Intradiem Page 333 of 1658

2. Click Search. The results are displayed. To further edit your search criteria, click the Details pane. 3. To exclude a task from the assignment, click Exclude Assignment. To add a task back in to the assignment, click Include Task. To select a task bundle 1 : 1. In the Task Bundles field, select a task bundle from the list. The tasks included in the bundle are displayed. 2. To exclude a task from the assignment, click Exclude Assignment. To add a task back in to the assignment, click Include Task At the top of the display, the number of selected users and selected task is displayed. When you exclude tasks, the count changes. 3. When you have completed task selection, click Next to proceed to the Custom Attributes tab. Completing the Custom Attributes Tab In the Custom Attributes tab, select attributes for the assignment. Custom attributes can be useful later, when searching for assignments with the selected attributes. From the displayed attribute fields, select the attributes for this assignment. 1 A collection of Tasks for the purpose of assigning several related and potentially sequenced tasks to users. 2017 Intradiem Page 334 of 1658

The attributes displayed for selection vary, depending on settings in Configure Manage Attributes. Click Next to proceed to the Details tab. Completing the Details Tab In the Details tab, complete information about the assignment, including name, priority, and dates. Required fields are indicated with a red asterisk. Complete the Detail fields, and then click Submit. Details Tab Field Descriptions Field Name Tags Reason Priority Start Date1 Due Date2 Description Enter a unique, descriptive name for the assignment. Optionally, enter tags that can help locate this assignment in a future search. From the list, select a reason for this assignment. From the list, select a priority for this assignment. Enter a date, or select a date from the calendar. The Start Date is the first date that this assignment will be available to the selected users. The assignment starts on the start date, based on each assigned user's timezone. Assignment instances are not available to users prior to the start date. Enter a date, or select a date from the calendar. The Due Date is the date by which this assignment is to be completed by the selected users. The assigned task 3 will continue to be delivered even if the assignment is past due. Due date, in conjunction with the Activity Type priority and Assignment Priority, drives the order in which the tasks are delivered. 1 The date the assignment was started by the user. 2 The due date of the assignment. 3 A Task, multiple Tasks, or Task Bundle associated to a User for the purpose of completion. 2017 Intradiem Page 335 of 1658

Field Expiration Date Sequence Description Enter a date, or select a date from the calendar. The Expiration Date is the last date that this assignment will be available to the selected users. The assigned task will continue to be delivered until the expiration date. The assignment will no longer be visible on the agent console or the administrator console after the expiration date. An assignment expires at 12:00 AM UTC1 on the assignment's expiration date. Depending on the number of assignments in the system, the process might take a few minutes. Prior to 9.5.8: For each listed task, select the preferred sequence of delivery. This is a preferred sequence, and can be overridden by other factors for delivery, such as Activity Type or Duration. Each task must have a unique sequence number. Beginning with 9.5.8: For each listed task, select the required sequence of delivery. When sequence is selected, the tasks must be completed in that sequence. Each task must have a unique sequence number. Click to select the check box for each task that requires Agent confirmation of completion. When this box is checked, the Confirm Completion field must be completed and submitted by the Agent to confirm completion of the task. Agent Confirm? Agent Confirm, Coach Confirm, or both can be selected. An assignment changes to a status of complete only after all required confirmations are submitted. 1 Coordinated Universal Time. A time standard based on Internation Atomic Time (TAI). The primary time standard by which the world regulates clocks and time. 2017 Intradiem Page 336 of 1658

Field Description Click to select the check box for each task that requires Coach confirmation of completion. When this box is checked, the Confirm Completion field must be completed and submitted by the Coach to confirm completion of the task. Coach Confirm? Either Agent Confirm, Coach Confirm, or both can be selected. An assignment changes to a status of complete only after all required confirmations are submitted. Expected Duration No action1 is required in this field. the expected duration of the task, in minutes, is listed. Click the attachment icon to add an attachment to the assignment. Adding an Attachment to the Assignment Attach a file or a URL to an assignment. Attachments can be added under the Tasks tab or the Assignments tab. To add an attachment to the assignment: On the tab, next to the assignment, click the attachment icon. Details The Add/Edit Attachment window is displayed. If any attachments are already attached, they listed. Click File or URL to indicate the type of attachment. The field name changes, according to your selection. 1 The result of a rule. When the conditions of a rule's triggers are met, the rule's actions are triggered. 2017 Intradiem Page 337 of 1658

Enter a name for the attachment. This is the name that displays to the user when taking the assignment. Enter the URL, or browse to the file to be attached. Click Add. The attachment is displayed in the list of attachments. Optionally repeat these steps to add more attachments. Click Submit. The attachments are displayed when a user opens this assignment. Assignments with a past due status that are not yet completed will continue to be delivered until the expiration date. Reassign Assignment To reassign an assignment that has been deleted or completed prior to its expiration date: 1. In the Assignment grid, next to the assignment, click the Reassign icon. The Reassign icon is displayed only for assignments that have been deleted or completed prior to expiration date. 2. On the Reassign Assignment window, select one of the options: 2017 Intradiem Page 338 of 1658

Reassign Task and remove from Reports Reassign Task but keep score and time The previous assignment instance is deleted and a new instance of the assignment with a status of Not Started is created. The assignment history is removed, which also removes completion date for the assignment. Reports will show no completion information for this assignment until it is completed the second time. SCORM Course: The assignment status is updated to In Progress. Non-SCORM Course: The assignment status is updated to Not Started. Assignment history and the completed date for the initial assignment is maintained. Once the assignment has been completed a second time, the assignment instance is updated with a new last score. The first score is the score from the initial completion. Reports will show completion data and the score from the first completion will be the first and last score. Once the user retakes the assignment, the completion date and the last score will be updated. Data returned through the API 1 follows the same logic. 1 An application-programming interface (API) is a set of programming instructions and standards for accessing a Web-based software application or Web tool. 2017 Intradiem Page 339 of 1658

One and Done Assignment Assignments Assignments Add Permissions T o a d d a s s i g n m e n t s, y o u m u s t b e a s s i g n e d a p r o f i l e w i t h t h e A s s i g n m e n t s A c t i o n s E d i t p e r m i s s i o n. One and Done Assignments The One and Done attribute is available when adding Assignments for tenants using the Desktop Experience. A task 1 that is flagged as One-and-done means that if a dynamic session 2 is offered and accepted 3 where a oneand-done task is the initiating task, the session is ended by the system as soon as the agent finishes the assignment, even if there is additional time left in that session. This provides the ability to improve utilization and to drive training compression by directing agents back to phone or other assigned activities at the completion of the delivered assignment rather than allowing them additional session time to work on other assignments. The maximum value from this feature is achieved when agent behavior is enforced. The One and Done attribute is available for One and Done tasks, in the Details tab when editing or adding an assignment. If the selected task is a One and Done task, the option is displayed in the Details tab of the Assignment 4 window. The One and Done option is selected by default. To remove One and Done from a task for this assignment, deselect the One and Done check box for the task. For duplicate assignments, Merge Duplicates uses the One and Done selection from the most recently assigned task 5. 1 A Specific unit of work that can be assigned to a user. Examples include courses, knowledge base articles, and coaching. 2 The allotted time period for an Intradiem task, typically 15 minutes. It is assigned with special attention to work flow and schedules. 3 The agent accepted and completed an Intradiem session during the scheduled/delivered time. 4 A task or task bundle assigned to a user. 5 A Task, multiple Tasks, or Task Bundle associated to a User for the purpose of completion. 2017 Intradiem Page 340 of 1658

Setting Assignment Sequence Assignments Assignments This topic describes how to set the required sequence for a set of tasks to be delivered. When assignment sequence is set, those tasks are delivered in the set sequence, making each task 1 a pre-requisite to the next task. So, task 2 cannot be delivered or made available until task 1 is completed. The assignment status Pending Prerequisite is assigned to any assignment that is dependent upon completion of another assignment. An assignment with the Pending Prerequisite status is displayed in the agent's assignment list, but cannot be accessed until the required pre-requisite assignments move to a Completed status. Assignments Added Prior to Version 9.5.8 For assignments added prior to version 9.5.8, sequence selections indicate a preferred sequence that does not use the Pending Prerequisite status. For any assignment made prior to 9.5.8 to use the required sequencing with the status of Pending Prerequisite, the existing assignment must be edited and the sequence confirmed. If the existing assignment is not edited, with the sequence confirmed, then the sequence for that assignment will remain a preferred sequence and will not inherit the Pending Prerequisite status. For new assignments added beginning with 9.5.8, the selected sequence for tasks will be a required sequence, using the Pending Prerequisite status. Setting Task Sequence To set task sequence when adding an assignment: 1. Add an assignment - complete the Assign To, Tasks / Task Bundles, and Custom Attributes tabs. 2. On the Details tab, select a Sequence for each task in the Assignment Group2. Any task that does not have an assigned sequence will have a sequence of N/A. These tasks will be assigned with a status of Not Started - the Pending Prerequisite status will not be assigned to these tasks. Each task in the Assignment 3 Group that is assigned a Sequence is assigned a unique sequence number. This determines the required sequence in which these tasks must be completed. 1 A Specific unit of work that can be assigned to a user. Examples include courses, knowledge base articles, and coaching. 2 If an assignment group is made where more than 1 assignment is given to more than 1 user, each of those result in a single assignment instance, which is a task assigned to a single user. 3 A task or task bundle assigned to a user. 2017 Intradiem Page 341 of 1658

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Deleting Assignments Assignments Assignments Delete Permissions T o d e l e t e s i m p l e a s s i g n m e n t s, y o u m u s t b e a s s i g n e d a p r o f i l e w i t h t h e S i m p l e A s s i g n m e n t s D e l e t e p e r m i s s i o n. T o d e l e t e a s s i g n m e n t s c r e a t e d b y r u l e s, y o u m u s t b e a s s i g n e d a p r o f i l e w i t h t h e A s s i g n m e n t s C r e a t e d b y R u l e s D e l e t e p e r m i s s i o n. Y o u c a n d e l e t e a s s i g n m e n t s f o r u s e r s t h a t y o u r p r o f i l e a l l o w s y o u t o v i e w. Deleting Individual Assignments When you delete an assignment, the assignment is removed from Intradiem, but the information is retained for reports. Optionally, you can choose to remove the assignment information completely, so that it is not included in reports after being deleted. To delete an assignment: 1. Locate the assignment in the Assignments list. 2. Click Delete. The Delete Assignments confirmation window is displayed. 3. Optionally click the check box to remove the selected assignment from reporting. 4. To complete the deletion, on the Confirmation message, click Submit. The assignment is removed from the list. If you selected the check box, this assignment information will not be included in reporting. 2017 Intradiem Page 343 of 1658

Deleting Multiple Assignments When you delete assignments, the selected assignments are removed from Intradiem, but the assignment information is retained for reports. Optionally, you can choose to remove the assignment information completely, so that information for the deleted assignments is not included in reports. To delete multiple assignments: 1. Locate the assignments in the Assignments list. Place a check mark next to each assignment to be deleted. 2. Click Delete. The Delete Assignments confirmation window is displayed. 3. Optionally click the check box to remove the assignments from reporting. 4. To complete the deletion, on the Confirmation message, click Submit. The assignment is removed from the list. If you selected the check box, this assignment information will not be included in reporting. If the box is not checked, information about the deleted assignments will be included in reporting for the period. Deleting Assignment Groups When you delete assignments, the selected assignments are removed from Intradiem, but the assignment information is retained for reports. Optionally, you can choose to remove the assignment information completely, so that information for the deleted assignments is not included in reports. 2017 Intradiem Page 344 of 1658

The Permission Profile to which you are assigned determines the assignments that you can delete. You can delete assignments made to users that your profile allows you to view. If your profile allows you to view All Users, then you can delete assignments for any user 1. To delete assignment groups: 1. On the Assignments tab, click Assignment 2 Groups. Assignment groups are displayed. Locate the assignment groups in the Assignment Groups list. Place a check mark next to each assignment to be deleted. Optionally apply a filter to display only the groups that you want to view. 3. Click Delete. The Delete Assignment Groups confirmation window is displayed. 4. Optionally click the check box to remove the assignment groups from reporting. 5. To complete the deletion, on the Confirmation message, click Submit. The assignment is removed from the list. If you selected the check box, this assignment information will not be included in reporting. If the box is not checked, information about the deleted assignments will be included in reporting for the period. When you delete an assignment group, you are removing instance of the assignment for users that you have permission to view through your permission profile 3. Assignments made to users outside your view are not affected. 1 A person authorized by a login and password to access the IntraDiem application. 2 A task or task bundle assigned to a user. 3 A defined set of user permissions. 2017 Intradiem Page 345 of 1658

Editing Selected Assignments Assignments Assignments Bulk Edit Permissions T o e d i t s i m p l e a s s i g n m e n t s, y o u m u s t b e a s s i g n e d a p r o f i l e w i t h t h e S i m p l e A s s i g n m e n t s E d i t p e r m i s s i o n. T o e d i t a s s i g n m e n t s c r e a t e d b y r u l e s, y o u m u s t b e a s s i g n e d a p r o f i l e w i t h t h e A s s i g n m e n t s C r e a t e d b y R u l e s E d i t p e r m i s s i o n. Y o u c a n e d i t a s s i g n m e n t s o n l y f o r u s e r s t h a t y o u c a n v i e w, a s d e f i n e d i n t h e P e r m i s s i o n P r o f i l e t o w h i c h y o u a r e a s s i g n e d. U s e r s t h a t y o u d o n o t h a v e p e r m i s s i o n t o v i e w a r e n o t a f f e c t e d. Applying Edits to Assignments This topic describes how to apply edits to a selected group of assignments. With Bulk Edit, you can edit the following assignment attributes: Attachments Custom Attributes Due Date1 Expected Duration Expiration Date Priority Reason Start Date2 Tags To apply edits to a selected group of assignments: 1. In the Assignments tab, locate the assignments to edit. 1 The due date of the assignment. 2 The date the assignment was started by the user. 2017 Intradiem Page 346 of 1658

2. Click the check box to select an assignment to edit. To select all assignments, click the box in the header. 3. Click Bulk Edit. The Bulk Edit Assignments window is displayed. In the Attribute field, select an attribute to change. The available selections vary, depending on the selected attribute. Complete the fields for the selected attribute. Click Submit. The changes are applied to the selected assignments. 2017 Intradiem Page 347 of 1658

You can edit assignments only for users that you can view, as defined in the Permission Profile to which you are assigned. Users that you do not have permission to view are not affected. An assignment expires at 12:00 AM UTC 1 on the assignment's expiration date. Depending on the number of assignments in the system, the process might take a few minutes. If the current date is beyond the start date of the assignment, the start date cannot be edited. If the assignment is in Not Started status, it cannot be edited, even if the start date is equal to today's date. Reassigning an Assignment Completed assignments prior to their expiration date can be reassigned. To reassign a completed assignment: 1. Next to the user2 assignment, click Reassign. The Reassign icon is displayed only next to a completed assignment. The Reassign Assignment 3 window is displayed. 2. On the Reassign Assignment window, select how you want this task4 to be shown in reports. 1 Coordinated Universal Time. A time standard based on Internation Atomic Time (TAI). The primary time standard by which the world regulates clocks and time. 2 A person authorized by a login and password to access the IntraDiem application. 3 A task or task bundle assigned to a user. 4 A Specific unit of work that can be assigned to a user. Examples include courses, knowledge base articles, and coaching. 2017 Intradiem Page 348 of 1658

The status of the assignment is changed from Completed to Not Started. The assignment is re-assigned to Reassign Task and remove from Reports the user; the task will re-start from the beginning. When the user completes the assignment again, the assignment status will be changed to Completed. The status of the assignment is Reassign Task but keep score and time changed from Completed to In Progress. The assignment is reassigned, and added back to the user's schedule. Clearing Bookmarks To clear bookmarks from an assignment that is in progress: Next to the user assignment, click Clear Bookmarks. On the Confirmation Message, click OK. Bookmarks for the assignment are cleared. The user can start taking the course 1 from the beginning regardless of previous progress in the course. 1 Content that is assigned for a user to take during a session. 2017 Intradiem Page 349 of 1658

Confirming Assignment Completion Permissions T o c o n f i r m c o m p l e t i o n o f a s s i g n m e n t s, y o u m u s t b e a s s i g n e d a p r o f i l e w i t h t h e A s s i g n m e n t s A l l A s s i g n m e n t s C o n f i r m p e r m i s s i o n. Confirming Completion of a Task Sessions with Confirmation required are considered productive when confirmation is complete. When confirmation of a task 1 is required, a check mark is displayed as an option with the assigned task 2 record. To confirm completion of an individual task, click the check mark next to the task record. To confirm completion of multiple tasks: On the Assignments view: 1. Click the check box next to each assignment to confirm. When assignments are selected, the action 3 buttons are activated. 2. Click Confirm Completion. 3. On the Confirm Completion window, enter your name, initials or code, as directed for your site, and click Submit. A message displays to confirm that the assignment is confirmed. 1 A Specific unit of work that can be assigned to a user. Examples include courses, knowledge base articles, and coaching. 2 A Task, multiple Tasks, or Task Bundle associated to a User for the purpose of completion. 3 The result of a rule. When the conditions of a rule's triggers are met, the rule's actions are triggered. 2017 Intradiem Page 350 of 1658

Reassigning Assignments Assignments Assignments Add Permissions T o v i e w o r e d i t s i m p l e a s s i g n m e n t s, y o u m u s t b e a s s i g n e d a p r o f i l e w i t h t h e A s s i g n m e n t s S i m p l e A s s i g n m e n t s E d i t p e r m i s s i o n. T o e d i t a s s i g n m e n t s c r e a t e d b y r u l e s, y o u m u s t b e a s s i g n e d a p r o f i l e w i t h t h e A s s i g n m e n t s A s s i g n m e n t s C r e a t e d b y R u l e s E d i t p e r m i s s i o n. Reassigning an Assignment An assignment that has been deleted or completed prior to its expiration date is displayed in the Assignments grid, and can be re-assigned to the user 1. To re-assign an assignment, click the Reassign icon next to the assignment. The assignment is treated as a new assignment and is included in reports as a separate entry from the initial assignment. The amount of time that assignments remain in this view is determined in Configure - System Profile - Manual Assignments settings. Delete, Reassign and Clear Bookmarks actions remain available until an assignment's history is deleted. Reassign Assignment To reassign an assignment that has been deleted or completed prior to its expiration date: 1 A person authorized by a login and password to access the IntraDiem application. 2017 Intradiem Page 351 of 1658

1. In the Assignment1 grid, next to the assignment, click the Reassign icon. The Reassign icon is displayed only for assignments that have been deleted or completed prior to expiration date. 2. On the Reassign Assignment window, select one of the options: Reassign Task and remove from Reports Reassign Task but keep score and time The previous assignment instance is deleted and a new instance of the assignment with a status of Not Started is created. The assignment history is removed, which also removes completion date for the assignment. Reports will show no completion information for this assignment until it is completed the second time. SCORM Course: The assignment status is updated to In Progress. Non-SCORM Course: The assignment status is updated to Not Started. Assignment history and the completed date for the initial assignment is maintained. Once the assignment has been completed a second time, the assignment instance is updated with a new last score. The first score is the score from the initial completion. Reports will show completion data and the score from the first completion will be the first and last score. Once the user retakes the assignment, the completion date and the last score will be updated. 1 A task or task bundle assigned to a user. 2017 Intradiem Page 352 of 1658

Data returned through the API 1 follows the same logic. Re-assign Scenarios Agent Re-Assign Selection Scorm Non-Scorm Agent Console 1 Reassign Task and remove from Reports Status changed from Completed to Not- Started Status changed from Completed to Not- Started Course offered in the original assignment format The non-scorm course 2 was offered in the original assignment format The SCORM course status is listed as In Progress. 2 Reassign Task but keep score and time Status changed from Completed to In Progress Status changed from Completed to Not- Started When the agent clicks Start this Assignmentthe agent is prompted with Yes or No options to resume the course. If the agent clicks Yes, the course completion screen from the last time the agent completed the course is displayed. If the agent clicks No, the course is started over. If the agent exits the course early, the course is listed with a Completed status with the score from the last time the course was taken. 1 An application-programming interface (API) is a set of programming instructions and standards for accessing a Web-based software application or Web tool. 2 Content that is assigned for a user to take during a session. 2017 Intradiem Page 353 of 1658

Session Productivity This topic lists scenarios of sessions in SCORM and non SCORM courses, and their productivity behavior. Session Type Activity Productive? SCORM Course is completed during a session1 Yes SCORM Course is not completed during a session No SCORM SCORM SCORM Non SCORM Non SCORM Non SCORM Course with agent confirmation is completed during the session and confirmed Course with agent confirmation is completed during the session and not confirmed SCORM course2 with agent confirmation is not completed or confirmed during the session Non SCORM course is clicked on during a session Non SCORM course with agent confirmation is clicked on during a session but not confirmed Non SCORM course with agent confirmation is clicked on during a session and is confirmed during the session Yes No No Yes No Yes When a user 3 is offered a session, the segment is visible in the Intradiem Schedule for the user as the offer time and duration, but it has not been written back at this point. When the session is complete, Intradiem writes back the actual session based on the prompt accept time and actual duration. Time is tracked for Non SCORM assignments when there are no window titles configured and sessions are prompted using Start and End prompts. 1 The allotted time period for an Intradiem task, typically 15 minutes. It is assigned with special attention to work flow and schedules. 2 Content that is assigned for a user to take during a session. 3 A person authorized by a login and password to access the IntraDiem application. 2017 Intradiem Page 354 of 1658

Sending a Message Assignments Assignments Message Permissions Y o u c a n s e n d m e s s a g e s t o u s e r s d e f i n e d i n t h e f i l t e r f o r y o u r p r o f i l e w i t h t h e U s e r s V i e w p e r m i s s i o n, Sending Messages to Users To send a message to users with selected assignments: 1. In the Assignments tab, locate assignments. The message will be sent to the users to whom the selected assignments are assigned. You can also send a message to selected users from the Users tab. 2. Click to select the assignments. To select all assignments, click the box in the header. 3. Click Message. The Message window is displayed. The number of users that will receive the message is indicated. Enter a subject. Enter the message text. To send the message immediately, click to check Deliver Now. To postpone delivery, deselect the check box., and enter the date and time for the message to be sent. Click Submit. The message is sent to the selected users at the selected time and date. Enter a maximum of 250 characters in the subject line, and a maximum of 3000 characters in the message body. 2017 Intradiem Page 355 of 1658

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Assignment Groups Deleting Assignment Groups When you delete an assignment group, you are removing all instances of the assignment, including assignments for users that your permission profile 1 does not allow you to view. This enables those with permission to delete assignments, to make those deletions without having permission to create and edit users. If you do not want site administrators to delete groups, create a site administrator role 2 with the ability to create / edit assignments, but not delete. 1 A defined set of user permissions. 2 A collection of related job tasks assigned to a specific set of users. 2017 Intradiem Page 357 of 1658

Task Limits Task Limit in an Assignment When creating an assignment, up to 50 tasks can be selected. 2017 Intradiem Page 358 of 1658

Assignment Rules Permissions T o v i e w a s s i g n m e n t r u l e s, y o u m u s t b e a s s i g n e d a p r o f i l e w i t h t h e A s s i g n m e n t s A s s i g n m e n t R u l e s V i e w p e r - m i s s i o n. T o a d d, e d i t o r d e l e t e a s s i g n m e n t r u l e s, y o u m u s t b e a s s i g n e d a p r o f i l e w i t h t h e A s s i g n m e n t s A s s i g n m e n t R u l e s A d d / E d i t / D e l e t e p e r m i s s i o n. Assignment Rules Overview Assignment 1 rules are used to generate automatic assignments of tasks meeting a specified criteria to users meeting a specified criteria during a specific date range. If Allow Team Assignments is enabled in your System Profile, then the option is available to Assign To Users or Teams. As users are added or deleted, and as tasks are added or deleted, they are automatically inherited by the rule 2 and corresponding assignments are generated or removed as appropriate. Use Assignment Rules to set specific criteria for assignments to be delivered to users who meet the criteria set by the rules. Features of Assignment rules include the ability to: Make global and ongoing assignments. Use filters 3 to select users and tasks for assignment. The filter rule is stored with the assignment rule 4. Limit visibility of assignments by user 5 profile. Optionally define a recurring schedule to create new assignments on a daily, weekly or monthly basis. Examples of tasks that assignment rules might be used for: 1 A task or task bundle assigned to a user. 2 Action based on events and conditions. When the conditions of a rule are met, the rule's actions take place for users that are defined in the rule. 3 user, task, task bundle, assignment, and system configuation saved filter definitions. 4 a rule that defines how an automatic assignment is made 5 A person authorized by a login and password to access the IntraDiem application. 2017 Intradiem Page 359 of 1658

Deliver annual benefits enrollment instructions and forms to all existing employees, and set a date by which they are to be completed. Employees that begin after the rule is created automatically receive the assignment. Forms that are added to the task 1 filter are automatically assigned. Deliver targeted training with specific start and end dates to product support groups. Automatically assign any course 2 related to establishing a proper greeting to any user with an attribute of poor greeting technique to be completed within 7 days of assignment. Each time that a user is given the attribute, the assignment is generated. The behavior defined in the assignment rule continues until the expiration date for the rule is reached. Viewing Assignment Rules To access the Assignment Rules view: 1. On the Navigation menu, click Assignments. 2. Click the Assignment Rules tab. The Assignment Rules view is displayed. For existing Assignment Rules, the following is displayed: Rule Name Rule Start Date 3 Rule Expiration Date Priority Status Options to edit or delete an assignment rule Option to export the displayed assignment rule data to an Excel spreadsheet Printable Job Aids Adding An Assignment Rule Deleting An Assignment Rule 1 A Specific unit of work that can be assigned to a user. Examples include courses, knowledge base articles, and coaching. 2 Content that is assigned for a user to take during a session. 3 The date the assignment was started by the user. 2017 Intradiem Page 360 of 1658

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Adding an Assignment Rule Assignments Assignment 1 Rules Add Permissions T o a d d a s s i g n m e n t r u l e s, y o u m u s t b e a s s i g n e d a p r o f i l e w i t h t h e A s s i g n m e n t s A s s i g n m e n t R u l e s A d d / E d i t / D e - l e t e p e r m i s s i o n. Adding an Assignment Rule To add an Assignment Rule: 1. On the Assignment Rules view, click Add. The Add Assignment Rule window is displayed. 2. Complete the fields in each tab for the assignment rule 2. 3. Click Submit. Assigning an Assignment Rule to a Team If Allow Team Assignments is enabled in your System Profile, then you can assign the Assignment rule 3 to individual Users or to one or more Teams. 1 A task or task bundle assigned to a user. 2 a rule that defines how an automatic assignment is made 3 Action based on events and conditions. When the conditions of a rule are met, the rule's actions take place for users that are defined in the rule. 2017 Intradiem Page 362 of 1658

To assign the assignment rule to teams: 1. On the Assign To tab, select Teams. 2. Either select a filter from the list, or create an Ad Hoc Filter to display the list of users for this rule. Selecting Users To select users for this assignment rule: For example: 1. Either select a filter from the list, or create an Ad Hoc Filter to display the list of users for this rule. Assignment Rule to... Deliver benefits enrollment forms to all employees Deliver training for software module X, which is supported by team X Send a memo to all Spanish-speaking employees Users selection All Users All Users on team X All Users with a language of Spanish Selecting Tasks To select tasks to be delivered by this assignment rule: 1. In the Tasks & Task Bundles tab, select Tasks. 2. Select a filter from the list, or create an Ad Hoc Filter. The search results are displayed. Selecting Task Bundles 2017 Intradiem Page 363 of 1658

To select task 1 bundles for the rule: 1. In the Tasks & Task Bundles tab, select Task Bundles 2. Select a filter from the list, or create an Ad Hoc Filter. Selecting Custom Attributes To select Custom Attributes: 1. In the displayed fields, select any attributes to apply to this assignment rule. Custom Attributes are defined in the Configure menu. Custom Attributes selected here do not control who the assignment is made to. These selections are used to help when searching for assignment rules based on Custom Attributes. Entering Details To enter details for the assignment rule, complete the fields in the Details tab. Required fields are indicated by a red asterisk. Field Rule Name Rule Start Date 2 Rule Expiration Date Tags Reason Description Enter a unique name for this rule. Enter or select the start date for this rule. Enter or select the expiration date for this rule. Enter text strings that can later help in a search for this rule. Select the reason for this assignment rule. 1 A Specific unit of work that can be assigned to a user. Examples include courses, knowledge base articles, and coaching. 2 The date the assignment was started by the user. 2017 Intradiem Page 364 of 1658

Field Priority Assignment Start Date Assignment Due Date 1 Description Select the priority for this assignment rule. No entry required. The assignment will start the day that the assignment rule creates the assignment. Enter the number of days after the assignment start date that this assignment is due. Enter the number of days after the assignment start date that this assignment expires. Assignment Expiration Date When an assignment expires, it is no longer displayed on the console, but is stored in the system for reporting purposes. An assignment expires at 12:00 AM UTC2 on the assignment's expiration date. Depending on the number of assignments in the system, the process might take a few minutes. Recurrence Requires Agent Confirmation Requires Coach Confirmation To automatically re-assign tasks on a recurring basis, select Daily, Weekly or Monthly. Recurrence typically occurs at midnight, UTC time. When None is selected, recurrence is not enabled. When this box is checked, the assignment is considered complete only after agent confirmation of completion. When this box is checked, the assignment is considered complete only after coach confirmation of completion. Assignment Recurrence Assignment rules can be created to recur on a daily, weekly or monthly basis. For example, if a user 3 needs to complete the same task at the start of the shift each day, then a daily recurring assignment rule can be made to include the task that needs to be completed each day. Daily Recurrence If Daily is selected as the recurrence option, then new assignment instances are created for the users and tasks defined in the filter every day when the assignment service processes assignment rules. Typically at midnight UTC time. 1 The due date of the assignment. 2 Coordinated Universal Time. A time standard based on Internation Atomic Time (TAI). The primary time standard by which the world regulates clocks and time. 3 A person authorized by a login and password to access the IntraDiem application. 2017 Intradiem Page 365 of 1658

Weekly Recurrence If Weekly is selected as the recurrence option, then new assignment instances are created for the users and tasks defined in the filter every week (every 7 days) beginning on the day defined as the Rule Start Date. The assignment instances are created when the assignment service processes assignment rules. Typically at midnight UTC time. For example: If Rule Start Date is 1/7, then a setting of Weekly recurrence would cause assignment instances to be created on the following dates: 1/7 1/14 1/21 1/28 2/4 Etc. (until Current Date > Rule Expiration Date) Monthly Recurrence If Monthly is selected as the recurrence option, then new assignment instances are created for the users and tasks defined in the filter every month, on the same day of each successive month, beginning on the day defined as the Rule Start Date. The assignment instances are created when the assignment service processes assignment rules. Typically at midnight UTC time. For example: If Rule Start Date is 1/7, then a setting of Monthly would cause assignment instances to be created on the following dates: 1/7 2/7 3/7 Etc. (until Current Date > Rule Expiration Date) If the tasks included in the recurring assignment have the "merge duplicate assignments" property set to false, then new assignment instances are created with each recurrence. If the tasks included in the recurring assignment have the "merge duplicate assignments" property set to true, then the new assignment instances are "merged" with any existing assignment instances and honor the current logic associated with merged assignments. 2017 Intradiem Page 366 of 1658

A new rule takes effect within five minutes after it is created. 2017 Intradiem Page 367 of 1658

Editing Assignment Rules Assignments Assignment 1 Rules Edit Permissions T o e d i t a s s i g n m e n t r u l e s, y o u m u s t b e a s s i g n e d a p r o f i l e w i t h t h e A s s i g n m e n t s A s s i g n m e n t R u l e s A d d / E d i t / D e l e t e p e r m i s s i o n. Editing an Assignment Rule To edit an Assignment Rule: 1. On the Assignment Rules view, next to the rule 2 displayed in the grid, click Edit. The Edit Assignment Rule window is displayed. 2. Edit the fields in selected tabs for the assignment rule 3. 3. Click Submit. If a rule is edited and the priority is changed, only future instances created by this rule contain the change. The original priority remains with existing assignment instances. If a rule is created that does not require confirmation, and then the rule is modified to require confirmation, all instances that are not complete are impacted. Past assignment instances will now require confirmation. If a rule is created and requires confirmation, and then the rule is modified to no longer require confirmation, existing and future instances are impacted. 1 A task or task bundle assigned to a user. 2 Action based on events and conditions. When the conditions of a rule are met, the rule's actions take place for users that are defined in the rule. 3 a rule that defines how an automatic assignment is made 2017 Intradiem Page 368 of 1658

If a rule is created and requires confirmation, and then the rule is modified to no longer require confirmation, existing and future instances no longer require confirmation. Editing Users To edit selected users for this assignment rule: For example: 1. Either select a filter from the list, or create an Ad Hoc Filter to display the list of users for this rule. Assignment Rule to... Deliver benefits enrollment forms to all employees Deliver training for software module X, which is supported by team X Send a memo to all Spanish-speaking employees Users selection All Users All Users on team X All Users with a language of Spanish Editing Tasks To edit tasks to be delivered by this assignment rule: 1. In the Tasks & Task Bundles tab, select Tasks. 2. Select a filter from the list, or create an Ad Hoc Filter. The search results are displayed. Editing Task Bundles To edit task 1 bundles for the rule: 1. In the Tasks & Task Bundles tab, select Task Bundles 2. Select a filter from the list, or create an Ad Hoc Filter. 1 A Specific unit of work that can be assigned to a user. Examples include courses, knowledge base articles, and coaching. 2017 Intradiem Page 369 of 1658

Editing Selected Custom Attributes To select Custom Attributes: 1. In the displayed fields, select any attributes to apply to this assignment rule. Custom Attributes are defined in the Configure menu. Editing Details To enter details for the assignment rule, complete the fields in the Details tab. Required fields are indicated by a red asterisk. Field Rule Name Description Enter a unique name for this rule. If you change the name of the assignment rule, the edit of the rule name immediately takes affect and updates on the assignment rule and the assignments grid. The agent's view is not impacted by a change to the rule name - the assignment name does not change. Enter or select the start date for this rule. Rule Start Date 1 Rule Expiration Date Tags Reason To temporarily pause a rule, change this field to a future date. Assignments that have already been made with the rule are not affected. Future assignments delivery will begin with the new date. Enter or select the expiration date for this rule. Enter text strings that can later help in a search for this rule. Select the reason for this assignment rule. 1 The date the assignment was started by the user. 2017 Intradiem Page 370 of 1658

Field Description Select the priority for this assignment rule. Priority o If the priority of the rule is changed, only future instances created by this rule contain the change. The original priority remains with existing assignment instances. Assignment Start Date Assignment Due Date1 No entry required. The assignment will start the day that the assignment rule creates the assignment. Enter the number of days after the assignment start date that this assignment is due. Enter the number of days after the assignment start date that this assignment expires. Assignment Expiration Date When an assignment expires, it is no longer displayed on the console, but is stored in the system for reporting purposes. An assignment expires at 12:00 AM UTC2 on the assignment's expiration date. Depending on the number of assignments in the system, the process might take a few minutes. When this box is checked, the assignment is considered complete only after agent confirmation of completion. o If, when the rule was created, confirmation was not required, and the Requires Agent Confirmation o rule is modified to require confirmation, all instances that are not complete are impacted; including past assignments that have not yet been completed, and those that have not yet been assigned. If, when the rule was created confirmation was required, and the rule is edited to no longer require confirmation: o o Future instances no longer require confirmation. Previous instances that are not started will no longer require confirmation. o Previous instances that were started and were in a pending confirmation status are not updated. 1 The due date of the assignment. 2 Coordinated Universal Time. A time standard based on Internation Atomic Time (TAI). The primary time standard by which the world regulates clocks and time. 2017 Intradiem Page 371 of 1658

Field Description When this box is checked, the assignment is considered complete only after coach confirmation of completion. Requires Coach Confirmation o o If, when the rule was created, confirmation was not required, and the rule is modified to require confirmation, all instances that are not complete are impacted; including past assignments that have not yet been completed, and those that have not yet been assigned. If, when the rule was created confirmation was required, and the rule is edited to no longer require confirmation: o o o Future instances no longer require confirmation. Previous instances that are not started will no longer require confirmation. Previous instances that were started and were in a pending confirmation status are not updated. Edits to a rule take effect within ten minutes after it is saved. Impact of Edits to Assignment Rules The following are samples of how assignment rules are impacted by edits. Field Edit Edit Description Impact User Filter Task Filter Task Bundles Due Date Assignment rule is edited to change user1 filter criteria so that the new filter contains different agents. Assignment rule is edited to change the task filter from "Activity Type Equals QA Must Reads" to "Activity Type Equals QA Urgent". Assignment rule is edited to change from Task Bundle 1 to Task Bundle 2. Assignment rule is edited to change due date from 2 days to 1 day. For Not Started, In Progress and Completed status, existing assignments for existing agents (before edits) are deleted. Assignments are created for the newly selected agents. For Not Started, In Progress and Completed status, existing assignments are deleted. New assignments for QA Urgent are created. For Not Started, In Progress and Completed status, existing assignments are deleted, and new assignments are created for Task Bundle 2. No impact on existing assignments. 1 A person authorized by a login and password to access the IntraDiem application. 2017 Intradiem Page 372 of 1658

Field Edit Edit Description Impact Expiration Date Priority Rule Start Date Rule End Date Agents confirmation required Agents confirmation not required Supervisor Confirmation Required Supervisor Confirmation Not Required Assignment rule is edited to change expiration date from 2 days to 1 Assignment rule is edited to change priority from medium to critical Assignment rule is edited to change Rule Start Date from today to tomorrow. Assignment rule is edited to change rule end date from tomorrow to the day after tomorrow. Assignment rule is edited to Require Agents confirmation. Assignment rule is edited to change from Require Agents confirmation to Agents confirmation not required Assignment rule is edited to Require Supervisor confirmation Assignment rule is edited to change Require Supervisor confirmation to Supervisor confirmation not required No impact on existing assignments. No impact on existing assignments. No impact on existing assignments. No impact on existing assignments. Completed assignments: Existing completed assignments are removed. In Progress and Not Started Assignments: Agent confirmation is required. Completed assignments: Existing completed assignments are removed from agents console In Progress and Not Started assignments: Existing In Progress and Not Started assignments will not require agents confirmation now Require Agents Confirmation: Existing Assignments which are in Pending Confirmation (Agents) state will be moved to not started status and do not require agents confirmation now Completed assignments: Existing completed assignments are removed from agents console In Progress and Not Started: Existing In Progress and Not Started assignments will require supervisor confirmation now Completed: Existing completed assignments remain in completed status In Progress and Not Started: Existing In Progress and Not Started assignments will not require Supervisor confirmation now Require Agents Confirmation: Existing Assignments which are in Pending Confirmation (Supervisor) state will remain in same status 2017 Intradiem Page 373 of 1658

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Deleting an Assignment Rule Assignments Assignment 1 Rules Delete Permissions T o d e l e t e a s s i g n m e n t r u l e s, y o u m u s t b e a s s i g n e d a p r o f i l e w i t h t h e A s s i g n m e n t s A s s i g n m e n t R u l e s A d d / E d i t / D e l e t e p e r m i s s i o n. Deleting an Assignment Rule When you delete an assignment rule 2, it is removed from the Intradiem system, and is no longer available, and no longer delivers assignments. Assignments that have already been created by the assignment rule 3 remain. To delete one assignment rule: 1. Click Delete next to the assignment rule. Or, to delete multiple assignment rules, select the check box next to each rule to be deleted, and then click the Delete button. 2. On the confirmation message: Optionally click to select Remove these Assignments from reports. When this option is selected, no instances of this assignment rule are included in reports. If this option is not selected, then any assignments that were created with this rule are included in reports. Click Submit. The Assignment rule is removed. 1 A task or task bundle assigned to a user. 2 a rule that defines how an automatic assignment is made 3 Action based on events and conditions. When the conditions of a rule are met, the rule's actions take place for users that are defined in the rule. 2017 Intradiem Page 375 of 1658