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The Training page lets managers build structured training programs and assign them to agents. Agents use the same page to complete their assigned training.

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Choose the Right View

Managers use Training in three ways:
  • Overview shows assigned training by agent
  • Configure is where you build, edit, assign, duplicate, and archive training programs
  • My Training shows training assigned to you
Agents usually only need My Training, where active assignments open the training player and archived assignments are kept behind Show archived.

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Build a Training Program

Use Configure when you need a repeatable training program.
  1. Click Create Training
  2. Enter the training name and description
  3. Add modules in the order agents should complete them
  4. Save as Draft while you are still building
  5. Set the program to Active when it is ready to assign
Active programs can be assigned to agents. Drafts let you keep working without exposing unfinished training.

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Pick Module Types

Choose modules based on what you want agents to practice:
  • Use Learn for manager-authored training content
  • Use Review when agents should evaluate a real call against rubric prompts
  • Use Simulate when agents should practice a scenario with an AI caller
  • Use Quiz when you need multiple-choice or multi-select knowledge checks
Training progress is saved as agents complete modules. Review, simulate, and quiz modules can also keep attempt history for replay and manager inspection.

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Monitor Completion

Use Overview to check who has training assigned, which programs are in progress, and which modules have been completed. Expand an agent when you need dates, status, or module-level progress before following up.