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Training and certifications

Training modules and assignments, assessments and attempts, and certifications that grant the skills routing relies on.

For: OwnerStaff

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Work is routed by skill. Training is how a person earns a skill, and keeps it.

Training modules

A training module is a lesson with an optional assessment. Trainers write modules in Training modules (Supervisor workspace). Each module has versions, a passing score, a number of allowed attempts and an optional time limit. A module can grant a skill when passed, or be required before a skill can be used, and can require renewal.

Assignments

Supervisors and trainers assign modules from Training. An assignment has a reason, a due date and, optionally, a blocking flag: a blocking assignment holds related work until it is complete.

Assignments are also created automatically, for example when a new version of a procedure requires retraining, when a QA finding names a training module, or when a skill is about to expire.

Taking a module

  1. Open Training in the Production workspace. It shows what is due.
  2. Open the assignment and read the lesson.
  3. Start the assessment. Questions are served in a shuffled order and scored, with partial credit where the module allows it.
  4. If you pass, the assignment completes. If you do not, you can try again within the allowed attempts.

Certifications and skills

Passing a module that grants a skill records a certification. Skills such as Inbound call handling or Immigration consultation intake are what routing checks before offering a work item to a person. Skills can expire and need renewal; an expired skill stops routing that kind of work to the person until it is renewed.

Some skills are regulated and need approval before they count.