Growth
Skills and Competency
Your operations team manages the skill catalog directly — categories, skills, proficiency levels — without an engineering ticket. Each employee carries competency records with expiry and decay rules so the readiness view reflects current capability, not a snapshot from onboarding. The eligibility engine computes who's qualified for which LOB (Line of Business: a distinct client program or queue within an operation.) in real time; the scheduler refuses ineligible assignments before they commit. Three gap reports run every morning — gap list, LOB readiness, expiry forecast — with sustained gaps routing to the training queue without intervention. Regulated certifications add hard-gate enforcement, encrypted license storage, and one-click compliance audit export.
What's inside
Regulated Certifications
FINRA, HIPAA, PCI, and other regulated certifications with license numbers (AES-256-GCM encrypted at rest), issuing body, expiry, and one-click compliance audit export. LOB hard-gates enforce in scheduling — an uncertified agent literally cannot be assigned to regulated work.
Per-employee competency records with expiry + decay
Each employee carries a list of competencies — skill, proficiency, evidence source, expiry date — with automatic decay so a skill not exercised goes stale before it becomes a compliance issue. Source-tagged: declared, training, QA-observed.
LOB skill requirements + eligibility evaluator
Per-LOB skill requirements (mandatory + optional) + an eligibility evaluator that computes who's qualified for each LOB. Results cache for the scheduler and invalidate automatically on competency change.
Cross-spec hooks — training, QA, scheduling, recruiting
Four hooks make the skill data load-bearing rather than reporting-only: training-gap trigger, scheduling eligibility guard, QA section auto-link, recruiting skill-match decoration. Each integrates the skill model into a decision the operations team already makes.
Skill taxonomy — categories, skills, proficiency scales
Operations teams manage their own skill tree from a 3-tab admin surface — categories, skills, certifications — with proficiency scales seeded out of the box. No engineering ticket to add a new skill or rename a category.
Gap analysis + expiry worker
The engine that computes every (employee × LOB × skill) gap, decays competencies past their validity window, and forecasts upcoming expiries — the data behind the readiness view and the training queue.
Gap reports — tenant gaps, LOB readiness, expiry forecast
Three reports on one surface — tenant-wide employee × LOB × skill gaps, LOB readiness percentages, and a competency expiry forecast — the daily home for the L&D lead.
Certifications + LOB requirements admin
The admin surface for regulated certifications and LOB skill rules — a cert-types catalog, a per-employee certifications panel on the employee record, and a drawer for setting each LOB's mandatory/advisory skill requirements.
Skills admin + employee competencies tab
The core /skills admin surface and the competencies tab on each employee record — manage the skill tree, record and review competencies, and see an agent's full proficiency profile at a glance.
QA sustained-low-score sweeper
A background worker that watches for agents whose QA scores stay low on a skill over time and routes the sustained gap into the training queue automatically — no supervisor has to notice and remember.
QA + scheduling bridges + eligibility cache
The wiring that makes skills real-time — QA submissions emit a gap signal on the spot, the schedule-publish guard checks LOB eligibility at the call site, and an eligibility cache keeps those checks fast.