Onboarding Coaching is a one-time training experience for agents when they first join a Call Center campaign in CallHub. Before they can take live calls, agents work through a reading guide, a quiz, and/or a practice mock call, depending on how you configure it.
How Onboarding Coaching Works
When Onboarding Coaching is enabled for a campaign, agents must complete their assigned training before joining live calls. Onboarding Coaching automatically generates a reading guide from your campaign script. From there, you choose whether agents need to complete a quiz, a mock call, or both.
Onboarding is a one-time requirement per campaign per agent. Once an agent passes or once you allow them to join manually, they move to live calls, and onboarding does not repeat.
Note: Agents who are already active in the campaign (with scored calls) when Onboarding Coaching is enabled mid-campaign are automatically excluded. Onboarding applies only to agents who join the campaign after it is enabled.
How to Enable Onboarding Coaching
During Campaign Creation
When creating a Call Center campaign, navigate to the Agents step and look for the Agent Quality & Coaching section. Toggle on Onboarding Coaching to require agents to complete training before joining live calls.
Onboarding Coaching and Agent Quality are independent — you can enable either or both. Enabling one does not require the other.
Configuring Onboarding Coaching
To configure Onboarding Coaching once the Call Center Campaign is set up, navigate to the 'Coaching' tab.
Agent Assignment
Choose which agents are required to go through onboarding:
- All new agents (default) — Every agent joining this campaign completes onboarding
- Specific teams only — Only agents in the teams you select go through onboarding
- Exclude specific agents — All agents complete onboarding except those you name
Training Type
Choose what agents need to complete:
- Mock Call (default) — Agent has a practice conversation with an AI caller persona
- Quiz — Agent answers questions generated from the reading guide
- Both Quiz and Mock Call — Agent completes both in sequence
Passing Score Requirements
By default, there is no required passing score — agents complete their attempts and move on to live calls regardless of their result. To set a minimum:
- Toggle on Passing Score (Quiz & Mock Calls) and enable Enforce Mock Call Score to enter a minimum score percentage and click Save.
Note: If a passing score is required and an agent does not reach it within the allowed number of attempts (up to 5, default 3), they will be blocked from joining live calls. You can reset their attempts or manually allow them to join from the Results tab.
Default Settings
When you first enable Onboarding Coaching, the following defaults are applied automatically:
| Setting | Default Value |
| Agent assignment | All new agents |
| Training type | Mock Call |
| Mock call duration | 5 minutes |
| Max attempts | 3 |
| Passing score (mock call) | Off (no gate) |
| Passing score (quiz) | Off (no gate) |
| Pre-selected personas | Charlie, Sarah |
You can adjust any of these settings at any time from the Onboarding Coaching tab on your campaign.
Monitoring Onboarding Coaching Results
Go to the Coaching tab on your campaign, then click Results to see all agents who have been assigned training.
Agents appear in the results list as soon as training is assigned — you do not have to wait for them to start.
Status Definitions
| Status | What It Means |
| Coaching Assigned | Coaching has been assigned; the agent has not started yet |
| In Coaching | Agent is actively working through their mock call or quiz |
| Pending | Results are being processed |
| Passed | Agent passed and is cleared to join live calls |
| Failed | Agent failed an attempt; retries are available |
| Max Attempt Exceeded | Agent has used all allowed attempts without passing |
| Completed | Agent has finished their personalized coaching cycle |
Actions Available Per Agent
- Allow to Join Campaign: Bypasses training and lets the agent join live calls immediately. The agent's row is labeled "Manually allowed." Available for any status except Passed.
- Reset Attempts: Resets the attempt count for agents with a Failed or Max Attempt Exceeded status so they can try again.
You can also use the Reset Training for Agents bulk action to reset multiple agents at once.
Once agents complete onboarding, they can join the campaign and begin taking live calls.
If you want to understand what agents see and experience during onboarding, refer to: Agent-Guide-Completing-Onboarding-Coaching
Have any questions or suggestions? Reach out to us at support@callhub.io or create a ticket from the Support Center.
Comments
0 comments
Please sign in to leave a comment.