Training

The Training page lets you create training plans for agents with specific goals and track their progress.

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Page Layout

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Tabs

• Active Plans - Currently running training plans
• Archived Plans - Completed or archived plans

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Template Plans (Managers Only)

Reusable training plan templates you can apply to agents. Each template shows:

• Plan name
• Pass criteria (e.g., “5 / 7 days needed to pass”)
• Goals being tracked

Click a template to create a new training plan from it.

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Agent Training Cards

Cards showing each agent’s training progress:

• Agent name and plan name
• Progress toward pass criteria
• Goal performance - How the agent is scoring on each goal metric
• Days remaining in the training period

Click a card to expand and see detailed daily progress.

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Creating a Training Plan

1. Click Create Plan
2. Enter a plan name
3. Set the timespan (how many days)
4. Set the pass number (how many days must meet goals)
5. Add goals - select metrics and target percentages
6. Choose to save as template only or assign to agents
7. Select agents to assign (if assigning)
8. Click Create

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Filters

Filter the agent training cards by:

• Agent Name - Show specific agents
• Plan Name - Filter by training plan

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Agent View

Agent users see only their own training cards in read-only mode. They cannot create, edit, or archive plans.