Latest revision as of 10:01, 28 March 2025

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.

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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-<translate>= Training Classes =
+= Training Classes =
-''Training Classes'', a feature of the [[QM/About|Omni QM]] module, allows you to create training classes (i.e., in name only) that reflect actual training an agent has received or classes an agent actively attends in real life. Training Class is defined per user in section [[Contact-center-administrator-guide/UsersandTeams/Users#Training_Class|Users > Person tab]] and is used as an optional search parameter in select [[QM/Reports/Overview|QM Reports]].
+''Training Classes'', a feature of the [[QM/About|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 [[Contact-center-administrator-guide/UsersandTeams/Users#Training_Class|Users > Person tab]]. Training Classes can be used as an optional search parameter in certain [[QM/Reports/Overview|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.
@@ Line 6: / Line 6: @@
 For more information about Omni QM, contact your service provider.
+{{Note |
+When you delete a Training Class, it will be removed from the 'Training Class' property of all currently assigned attendees.
-[[File:Training-Classes-Overview-54.PNG|800px|thumb|center|Users & Teams > Training Classes]]
+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.
+}}
+[[File:Training-Classes-Overview-54.PNG|800px|thumb|center|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.
-</translate>
+== 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.