Growth · Part of Skills and Competency
QA + scheduling bridges + eligibility cache
The wiring that makes skills real-time — QA (Quality Assurance: the program that scores and reviews agent interactions.) submissions emit a gap signal on the spot, the schedule-publish guard checks LOB (Line of Business: a distinct client program or queue within an operation.) eligibility at the call site, and an eligibility cache keeps those checks fast.
For the operator
The scheduler can't publish an agent onto a LOB they're not eligible for — the check runs at publish, in real time — and QA findings feed the gap list the moment they're submitted, not on a nightly batch.
Business impact
Eligibility rules that only run in a report get bypassed under deadline. Enforcing them at schedule-publish, backed by a cache so it's instant, turns 'agents should be certified for their LOB' into a hard gate the operation can't accidentally skip.