Training

What this page is for

The course your agents take. It can be off, optional, or required before they go live.

Open it from Training in the console sidebar, under People.

How to use it

• Turn the course on.
• Add a module.
• Require it if they must finish it before Take Calls.
• Your AI assistant (Settings → MCP) can turn training on or off, make it required, add or edit a module, move it, set its quiz, and (the owner only) enable, disable or copy a course module you bought. Every change shows you a preview first and waits for your yes. Video uploads and deleting a module stay in the console.

Quizzes

In Console → Training each module has an Add quiz button.

• A quiz is a few multiple-choice questions. Tick the right answer for each one.
• Agents must get every quiz question right to finish the module.
• If they get one wrong, they can retry as often as they need. The wrong ones are marked.
• Once a module has a quiz, its Add quiz button reads Edit quiz. Remove quiz takes it off.
• When you save a quiz, you can ask agents who already finished that module to pass it too. They are never pulled off a shift they are on; if training is required, they pass it before their next go-live.

Course modules you bought

If your workspace bought ready-made course modules, they are listed at the bottom of this page. Only the workspace owner can use them.

• Switch one on and it joins your modules, at the end, for agents to take like any other. Switch it off to remove it from your training.
• Make a copy to edit to rewrite it in your own words. The copy appears with your modules as a module you can edit. Switching the original off never removes your copy.

Agents see them as normal modules.

Common problems

An agent is told to finish training. The course is required and they have a module left.

An agent can't finish a module. It has a quiz, and they have not got every question right yet. They can retry.