Starter
Training and Coaching
Training plans and modules scoped per client + LOB (Line of Business: a distinct client program or queue within an operation.); assignment lifecycle with auto-progress and prerequisite enforcement; coaching sessions with action items the agent acknowledges in-app; nesting periods with per-LOB criteria and supervisor sign-off; classroom sessions with attendance bridging back to plan progress; and the closed-loop QA (Quality Assurance: the program that scores and reviews agent interactions.) → Coaching → Training wire that turns a failing evaluation into a completed refresher in one record. Coaching cadence policies are live; mentor pairings and ROI analytics are on the roadmap.
What's inside
Per-client training plans and modules
Plans + modules + assignments scoped per client and LOB. The same engine runs a 14-day RetailCo onboarding ramp and a 21-day FinCo regulated ramp without spreadsheets.
Self-paced, on-the-job, and assessment modules
Three module types — self-paced, on-the-job, and assessment — composed into plans without separate authoring tools.
Plan assignment and live progress tracking
Each agent's progress recalculates as modules complete; supervisors and the agent see the same percentage.
Closed-loop coaching from QA findings
QA evaluator flags a gap; coaching team turns it into a session; the agent completes a training module; the QA evaluator sees the loop closed. Same record across four teams.
1:1 coaching sessions with tracked action plans
Coaching sessions with action items the agent acknowledges in-app. Same record from coaching note to verified completion — no email threads, no notepad.
Nesting periods with graduation gates
Per-LOB nesting with state machine + criteria evaluator. Supervisor sign-off captured in-app — forensic-grade graduations defensible at the QBR.
Classroom sessions with attendance tracking
Sessions + attendance + completion bridge. Backend live; PRESENT/LATE attendance auto-flips the agent's module completion and recalcs plan progress.
Auto-enrolment from onboarding
Plan templates auto-enrol the new hire the moment onboarding marks complete. No manual enrolment step, no 2-day handoff gap.
Training ROI and effectiveness analytics
Module-by-module proficiency lift, coaching-session effectiveness, and the per-LOB training ROI roll-up.
Coaching cadence policies
Per-phase coaching frequency rules by LOB. Sessions auto-schedule on cadence; a missed window alerts the supervisor and their manager.
Mentor and buddy pairings
Pair new hires with buddies and seasoned agents with mentors; track meetings and graduation outcomes.
PIP-driven training auto-creation
A Performance Improvement Plan's support-resources list auto-creates the matching training assignments — no double-entry.
Training and coaching workspace
/training, /coaching, the employee Training tab, and the QA evaluator's coaching panel — one workspace for the whole loop.
Duplicate-enrolment guard
The system blocks accidental re-assignment of an active plan to the same agent, so progress and history never fork.