Agent Guide: Completing Onboarding Coaching – CallHub Customer Support

This guide is for agents on a Call Center campaign where Onboarding Coaching has been enabled. If your campaign requires Onboarding Coaching, you will need to complete it before you can join live calls. You only need to complete onboarding coaching once per campaign.

Completing Your Coaching

Onboarding coaching helps you prepare for live conversations before speaking with real contacts. Depending on how your manager has configured the campaign, onboarding coaching may include:

A reading guide
A quiz
A mock call
Or a combination of these steps

Step 1: Read the Guide

Review the campaign reading material. Take your time — the quiz (if enabled) is based on what's in the guide.

Step 2: Complete the Quiz (if enabled by your manager)

The quiz becomes available after you complete the reading guide. Answer the questions based on the reading guide. If no passing score is required, you can move on after completing the quiz regardless of your result.

Step 3: Complete the Mock Call (if enabled by your manager)

You will have a practice conversation with an AI-powered caller designed to simulate a real contact. Before the call starts, you will see a short description of the caller's personality — for example, "This caller is friendly but needs reassurance before committing." Read this carefully before you start.

The mock call is timed and should be handled like a real campaign conversation.

Passing Requirements and Retries

After completing each step, you will see your result. If no passing score is required, you move on automatically. If a passing score is required and you do not reach it, you can retry up to the number of attempts your manager has set.

If you use all available attempts without passing, your manager can reset your attempts or manually allow you to join the campaign. You can reach out to them directly — they can do this from the Onboarding Coaching Results tab.

After Completing Coaching

Once you complete all required coaching steps, you can join the campaign and begin taking live calls.