7.3 Agent Training Program

7.3.1 Training Curriculum Overview

   WXCC AGENT TRAINING CURRICULUM
   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
   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
   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)
   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

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

   AGENT TRAINING CERTIFICATION
   Agent Name: _____________________________
   Employee ID: ____________  Site: _______________
   Training Wave:  -  Wave 1   -  Wave 2   -  Wave 3
   MODULES COMPLETED:
   -  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: ___________

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

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