Complete Onboarding Coaching Before Taking Live Calls (Agent Guide)

Want to start taking calls on a campaign that requires Onboarding Coaching? This guide walks you through the coaching steps so you can join live calls. It's for agents on a Call Center campaign where your manager has enabled Onboarding Coaching.

Before you start

• You only complete Onboarding Coaching once per campaign.
• Your manager decides which steps your coaching includes: a reading guide, a quiz, a mock call, or a combination of these. You may not see every step described below.
• Your manager also sets whether a passing score is required and how many attempts you get.

Complete your coaching steps

1. On the campaign's onboarding screen, open the reading guide and review the campaign material. Take your time here: if a quiz is enabled, its questions come from this guide.

   The onboarding coaching screen lists the steps your manager has enabled.

2. If a quiz is enabled, complete the quiz. It becomes available after you finish the reading guide. Answer based on what you read. If no passing score is required, you move on after completing it, whatever your result.
3. If a mock call is enabled, read the caller personality description shown before the call starts, for example: "This caller is friendly but needs reassurance before committing." This tells you how to approach the conversation.

4. Start the mock call and have a practice conversation with the AI-powered caller. Treat it like a real campaign conversation. The call is timed.

   The mock call simulates a real contact so you can practice before going live.

5. Review your result after each step. If you meet the requirements, the next step unlocks automatically.

Check it worked

You'll know you're done when all required coaching steps show as complete and you can join the campaign and start taking live calls.

Notes & limits

ⓘ NOTE: If a passing score is required and you don't reach it, you can retry up to the number of attempts your manager has set.

ⓘ NOTE: If you use all your attempts without passing, you can't retry on your own. Contact your manager: they can reset your attempts or manually approve you from the Onboarding Coaching Results tab.

✓ TIP: Read the caller personality description carefully before starting the mock call. Matching your approach to the caller's personality is the point of the exercise.

FAQs

Do I need to complete coaching every time I join the campaign? 
No. You complete Onboarding Coaching once per campaign.

What happens if I fail the quiz or mock call? 
If a passing score is required, retry using the attempts your manager has allowed. If you run out of attempts, ask your manager to reset them or approve you manually.

Why don't I see a quiz or mock call? 
Your manager chooses which steps to include. If a step isn't shown, it isn't required for your campaign.

Is the mock call with a real person? 
No. It's a practice conversation with an AI-powered caller that simulates a real contact.

Next steps

• Learn how coaching is set up on the manager side in Onboarding Coaching: Getting Agents Ready for Live Calls.
• Understand how your performance is measured in What Is Agent Quality?