Growth · Part of Skills and Competency
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.
LOB requirements drawer — Skills tab. Card Services on Atlantic Bancorp carries 7 skill requirements: 6 mandatory (Standard greeting, Active listening at applied level, De-escalation at advanced level, English business fluency, PIPEDA, PCI-DSS card-data handling) plus 1 advisory (French Quebec business fluency). Mandatory rules hard-block scheduling; advisory rules surface as warnings. Operations manages this surface directly with no engineering dependency.
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For the operator
Client account management page → LOB row → Requirements drawer. Two tabs inside the drawer: Skills (mandatory + advisory skill rules with minimum proficiency) and Certifications (hard-gate + advisory cert rules). The eligibility evaluator runs in the background and the result feeds the scheduler. /skills/gaps LOB readiness tab shows the rolled-up percentage of fully-eligible agents per LOB.
Business impact
Putting an ineligible agent on regulated or specialised work is the failure mode that ends contracts. Mandatory skill requirements with hard-gate enforcement in scheduling remove that failure mode at the data layer, not at policy-and-process. The BPO bids on regulated work confidently because the platform makes the wrong assignment impossible.