Chapter 7: WxCC Migration Execution (Phase 2) -- 7.3 Agent Training
7.3 Agent Training
7.3.1 Training Curriculum Overview
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| WXCC AGENT TRAINING CURRICULUM |
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| |
| MODULE | TOPIC | DURATION | AUDIENCE |
| ======================================================================== |
| |
| DAY 1 - FUNDAMENTALS (All Agents) |
| ------------------------------------------------------------------------- |
| M1 | WxCC Overview & Architecture | 30 min | All agents |
| M2 | Agent Desktop Navigation | 45 min | All agents |
| M3 | Login/Logout & State Changes | 30 min | All agents |
| M4 | Handling Voice Calls | 45 min | Voice agents |
| M5 | Call Controls (Hold/Transfer) | 30 min | Voice agents |
| |
| DAY 2 - ADVANCED FEATURES |
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| M6 | Agent Assist & AI Features | 30 min | Premium agents |
| M7 | Handling Digital Channels | 45 min | Digital agents (25) |
| M8 | Chat Conversations | 30 min | Digital agents |
| M9 | Email Handling | 30 min | Digital agents |
| M10 | Wrap-up & Disposition Codes | 15 min | All agents |
| |
| DAY 3 - PRACTICAL EXERCISES |
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| M11 | Hands-on Lab: Voice Calls | 60 min | All agents |
| M12 | Hands-on Lab: Transfers | 30 min | All agents |
| M13 | Hands-on Lab: Digital (Chat) | 30 min | Digital agents |
| M14 | Assessment & Certification | 30 min | All agents |
| |
| SUPERVISOR TRACK (Additional) |
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| S1 | Supervisor Desktop Overview | 30 min | Supervisors (10) |
| S2 | Real-time Monitoring | 30 min | Supervisors |
| S3 | Whisper/Barge/Monitor | 30 min | Supervisors |
| S4 | Reports & Analytics | 45 min | Supervisors |
| S5 | Agent State Management | 15 min | Supervisors |
| |
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7.3.2 Training Schedule by Wave
Wave 1 - Chennai (30 Agents + 2 Supervisors)
| Date |
Session |
Attendees |
Trainer |
| Week 3 Mon |
M1-M5 (Day 1 - Fundamentals) |
15 agents (Batch A) |
Training Lead |
| Week 3 Tue |
M1-M5 (Day 1 - Fundamentals) |
15 agents (Batch B) |
Training Lead |
| Week 3 Wed |
M6-M10 (Day 2 - Advanced) |
30 agents (combined) |
Training Lead |
| Week 3 Thu |
M11-M14 (Day 3 - Labs) |
30 agents (combined) |
Training Lead |
| Week 3 Fri |
S1-S5 (Supervisor Track) |
2 supervisors |
Training Lead |
| Week 4 |
Refresher + UAT Support |
Selected agents |
Training Lead |
Wave 2 - London/NJ (25 Agents + 2 Supervisors)
| Date |
Session |
Attendees |
Trainer |
| Week 6 Mon |
M1-M5 (Day 1) - Virtual |
15 London |
Regional Trainer |
| Week 6 Mon |
M1-M5 (Day 1) - Virtual |
10 NJ |
Regional Trainer |
| Week 6 Tue |
M6-M10 (Day 2) - Virtual |
25 agents (combined) |
Regional Trainer |
| Week 6 Wed |
M11-M14 (Day 3) - Virtual |
25 agents |
Regional Trainer |
| Week 6 Thu |
S1-S5 (Supervisor Track) |
2 supervisors |
Regional Trainer |
Wave 3 - Mumbai HQ (120 Agents + 6 Supervisors)
| Date |
Session |
Attendees |
Trainer |
| Week 8 Mon-Tue |
M1-M5 (Day 1) |
30 agents (Batch A) |
Training Lead |
| Week 8 Wed-Thu |
M1-M5 (Day 1) |
30 agents (Batch B) |
Training Lead |
| Week 8 Fri |
M1-M5 (Day 1) |
30 agents (Batch C) |
Training Lead |
| Week 9 Mon |
M1-M5 (Day 1) |
30 agents (Batch D) |
Training Lead |
| Week 9 Tue-Wed |
M6-M14 (Day 2-3) |
60 agents (Batch A+B) |
Training Lead |
| Week 9 Thu-Fri |
M6-M14 (Day 2-3) |
60 agents (Batch C+D) |
Training Lead |
| Week 9 Fri PM |
S1-S5 (Supervisor Track) |
6 supervisors |
Training Lead |
7.3.3 Training Completion Criteria
| Criteria |
Requirement |
Verification |
| Attendance |
100% module attendance |
Attendance log |
| Lab Completion |
Complete all hands-on exercises |
Lab checklist |
| Assessment |
Score ≥ 80% on certification exam |
Online assessment |
| Sign-off |
Agent acknowledges readiness |
Sign-off form |
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| AGENT TRAINING CERTIFICATION |
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| |
| Agent Name: _____________________________ |
| Employee ID: ____________ Site: _______________ |
| Training Wave: [ ] Wave 1 [ ] Wave 2 [ ] Wave 3 |
| |
| MODULES COMPLETED: |
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| [ ] M1: WxCC Overview [ ] M8: Chat Conversations |
| [ ] M2: Agent Desktop Navigation [ ] M9: Email Handling |
| [ ] M3: Login/Logout [ ] M10: Wrap-up & Disposition |
| [ ] M4: Handling Voice Calls [ ] M11: Lab - Voice |
| [ ] M5: Call Controls [ ] M12: Lab - Transfers |
| [ ] M6: Agent Assist [ ] M13: Lab - Digital |
| [ ] M7: Digital Channels [ ] M14: Assessment |
| |
| ASSESSMENT SCORE: ___________ / 100 (Pass: ≥80) |
| |
| CERTIFICATION STATUS: [ ] CERTIFIED [ ] REQUIRES RETAKE |
| |
| Agent Signature: ___________________ Date: ___________ |
| Trainer Signature: _________________ Date: ___________ |
| |
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7.3.4 Training Materials
| Material |
Format |
Location |
| WxCC Agent Desktop Quick Reference |
PDF (2 pages) |
SharePoint/Training |
| Agent State Transition Guide |
PDF (1 page) |
SharePoint/Training |
| Call Handling Procedures |
PDF (4 pages) |
SharePoint/Training |
| Digital Channel Quick Guide |
PDF (2 pages) |
SharePoint/Training |
| Supervisor Dashboard Guide |
PDF (3 pages) |
SharePoint/Training |
| Training Videos (M1-M14) |
MP4 |
LMS |
| Lab Environment Access |
URL |
training.wxcc.abhavtech.com |
| Assessment Portal |
URL |
LMS |