Training and Coaching

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.