The Content Library enables organizations to upload files that can be shared with agents who have access to Uptivity. A wide variety of files and file types can be uploaded to the Content Library. To navigate to this page in the NICE Uptivity Web Portal, click Coaching 
Content Library.
Here are a few examples of content some organizations share in the Content Library:
- MS Word files, such as templates for email or chat contacts
- PDF documents, such as procedure and policy guides
- Saved Web pages, which can serve as links to an organization's website, blog, or knowledgebase
- Powerpoint files, such as training or product presentations
- Call recordings exported from Uptivity that exemplify positive (or negative) call handling.
No special permissions are required to view the Content Library, although agents will only see those items assigned to the QA Groups to which they belong. Permissions are required to add, edit, or delete items within the library. If you need to manage the Content Library and are unable to do so, see your Uptivity administrator.
Items within the Content Library are organized into user-defined categories. The number of items in each category appears inside the parentheses to the right of the category name. Clicking on a category displays the items in that category.
When an item is added to the Content Library and assigned to a group
A definable collection of users., that item will also appear in the Assignment Inbox for agentsThe person or people taking the inbound calls. who are members of that group. Those agents will see an envelope icon (designating new messages) at the top of their NICE Uptivity Web Portal. Depending on your system configuration, agents may also be notified via email about the new content.
Deleting an item from the Content Library only removes it from the NICE Uptivity Web Portal. It does not remove the underlying file from your system server. You should always notify your Uptivity application administrator when you delete items from the Content Library.
Deleting an item from the Content Library cannot be undone.
If you have the Allow Content Library Management permission, you can navigate to Manage Content and then choose to display one of the following pages:
- Agent List - this page shows each agent, the number of QA Groups to which they belong, and the number of documents assigned to the agent. This information may be useful for tracking the total number of items assigned to an agent who is in multiple groups.
- Agent Group List - this page shows each QA Group to which agents can be assigned and the number of agents in that group.
- Content Acknowledgment - Content acknowledgments enable supervisors to see which agents have or have not reviewed or acknowledged their assigned items in the Content Library. You can specify search criteria to refine the list further and then click Search.
