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Training Classes

Training Classes, a feature of the Omni QM module, function as a property assigned to agents that reflects training received or a class being attended. You can assign a single Training Class to each user in the section Users > Person tab. Training Classes can be used as an optional search parameter in certain QM Reports.

As a report parameter, Training Classes allows you to analyze a given class by comparing it against other report data; if performance is lacking in a particular class, quality evaluators can adjust training as necessary.

For more information about Omni QM, contact your service provider.

When you delete a Training Class, it will be removed from the 'Training Class' property of all currently assigned attendees. However, deleting a Training Class does not affect historical data. QM Reports generated for time periods when users were assigned to a currently-deleted training class will continue to accurately reflect that historical assignment. Deletion impacts current user assignments and the availability of the class for future assignments or filtering.

Users & Teams > Training Classes

Properties Tab

This tab features a single field Name, that allows you to define the name of the selected training class that is referenced in user assignments and reports.

Attendees Tab

Contains a table displaying the First Name, Last Name, Team, and Supervisor in Charge of the users assigned to the selected training class.

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