Training Module

Yes, training reports are available under the Reports module, showing completion rates, training effectiveness, and individual/team training history. 

Yes, training status dashboards are available, showing completion rates, pending assignments, and training progress for individuals and teams. 

Yes, supervisors can assign training through the Supervisor Coaching Dashboard, allowing them to address specific skill gaps or development needs

Agents access training through “Agent → View/Complete Training” in their menu. This section displays all assigned training materials and tracks completion status. 

The Training Module is a feature designed to assign, track, and complete training tasks. It provides a structured approach to agent development and skill enhancement. 

• If an agent fails for three days in the same question during a training process then a Consistently Training Failing email notification will be triggered to the agent’s supervisor on the third day.
• Further, if an agent fails for two more days in the same parameter, a Consistently Training Failing email notification will be triggered to the rest of the distribution list along with the supervisor.

However, if the second or third failure attempt falls in the next month then the mail will not be triggered to the supervisor. The process of three days count for email triggering will be only valid if they fall under the same month.

Yes. A supervisor and higher management can be notified about a respective agent’s training. As soon as a training is assigned to an agent, a mail will be triggered to the respective supervisor and higher management. The email will be only triggered if it has been configured. 

An agent could be notified about a training on the basis of email notification. An email will only be triggered if it has been specifically configured for an agent. 

A training module will accept the file types for training material with extensions that include- .pdf,.jpg,.jpeg,.mp3,.wav,.png,.doc,.docx,.csv,.mp4,.m4v,.xlsx,.xls,.txt

This is another type of training module specifically designed to assign training processes to the individual question of the form. To know the complete functionality of this training type, refer to Parameter Wise Training under Manage Training.

Program-wise training is specifically designed for the entire program. In this format, multiple questions about a particular program are allocated to the training process. To know the complete functionality of this training type, refer to Program Wise Training under Manage Training.

A training module is specifically designed to provide a training environment to agents on some of the questions. While performing an evaluation if an agent is found to be under performing for a particular question or a program then he/she needs to undergo the training session.