Monitoring

Monitoring tracks whether agents are improving on selected rubric metrics over a defined period. It is separate from Training: training teaches or tests specific content, while monitoring watches performance against metric targets.

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Create a Monitoring Plan

Managers can create reusable templates for common follow-up goals. A template defines the plan name, timespan, pass requirement, and one or more metric goals. For example, a plan might require an agent to meet a metric target on 5 / 7 days before the monitoring period is considered successful. Click a template to start monitoring agents from that template. Archiving a template hides it from active use without removing monitoring that is already running.

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Check Agent Progress

The agent monitoring cards show whether each assigned agent is meeting the plan goals. Open a card when you need to inspect:

• Progress toward the pass requirement
• Goal-level metric performance
• Daily progress for each tracked metric

Managers can archive active monitoring cards when the follow-up is complete or no longer needed. Agent users only see their own monitoring data.

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Find Past Monitoring

Use Active for current templates and running monitoring. Use Archived to review older templates or monitoring cards. Filters help narrow cards by agent name or monitoring plan when the list gets long.