Starter · Part of Training and Coaching
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.
Nesting periods — every active nesting cohort with state (active / extended / graduated / failed), days-in, current QA score, and supervisor sign-off status. Per-LOB criteria mean RetailCo nests differently than FinCo on the same engine.
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For the operator
Nesting cohort list shows every active nesting with state badge, days-in, current QA score, and sign-off status. Drill into a period to see the criteria checklist, supervisor sign-off field, and state transition history. Floor leads sign off from their own queue; the data model tracks every change.
Business impact
Defensible nesting graduations protect the contract: when a client questions an agent's readiness, the answer is one screen, not a forensic Excel pull. Per-LOB criteria + supervisor sign-off + state-machine transitions are forensic-grade — labour-relations defence baked into the workflow.