Inbound CSR · Week 1 Training
Training overview
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Curriculum completion
Needs attention
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🎉 Everyone's on track
Weekly payroll attendance
Attendance
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Edit any cell directly. Download summary opens a print-ready report for this week (with computed Hours) — use your browser's Save as PDF.
Production floor · quality control
Floor QC
Issues by category
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Top recurring issues
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Errors per week
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From
To
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Job Date
CX Name
#Units
Unit Age
Job #
Agent
CSR Role
QC Error
2nd QC Error
Coached
Maj/Min
Disciplinary
Correction
Corr. Date
QC Agent
Special Notes
Coaching Outcome
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Agent
Shift
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Second week · shadowing & live bookings
Week 2 · Shadowing
🗓️
Week 2 Nesting Schedule — Live Call Development
The 5-day nesting plan each trainee follows before release to the floor.
DAY
1
Shadowing
Objective: Transition into live environment with support
Quick refresh / role-play · 10 AM shadow tenured reps · no navigation, no live calling
DAY
2
Shadowing w/ Navigation
Objective: Transition into live environment with support
Shadow tenured reps with navigation assistance · still no live calls
DAY
3
Role-play & Live-call Navigation (with mentor)
Objective: Improve call control and booking execution
Role-play real scenarios & complete the booking process · coaching on holds, efficiency & empathy · live inbound calls with a mentor · Final Knowledge Check (Kahoots)
DAY
4
Live Calling (with mentor)
Objective: Correct recurring errors and strengthen consistency
QA reviews · 1:1 coaching · escalation handling · urgency reinforcement · “Good, Bad, Ugly” call reviews · on the phone in the afternoon
DAY
5
Final Evaluation & Transition
Objective: Determine production readiness
Final call evaluations · scorecard review · booking-accuracy audit · leadership feedback · release to floor
Weekend schedule: agents on a weekend schedule are off Friday, resume Saturday for an 8-hour shift, and start their floor shift Sunday — these agents must complete all roll-outs by Thursday.
Agents
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Status
Curriculum completion
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Attendance
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present · {{ d.absentCount }} absent
Tap any day in the calendar below to update.
Attendance calendar
Present
Absent
Unmarked
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Curriculum
Tap the circle to mark complete · add a score where it applies
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Graduation readiness
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Week 2 · Shadowing & bookings
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Date
Customer
Service
Shadowed with
Outcome
Notes
Quality control (QC)
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Greeting
/5
/5
Discovery
/30
/30
Data Cap
/30
/30
Availability
/10
/10
Utilization
/100
/100
Price Recap
/10
/10
Close
/15
/15
Daily notes
Date
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Earlier general note
Files & links
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Daily recap · onboarding & Week 2 nesting
End of day report
Report date
Onboarding
Day
Today's tasks completed — one per line
Notes / observations
Nesting · Week 2
Day
Today's tasks completed — one per line
Notes / observations
Tomorrow's focus
Onboarding
Week 2
Agent snapshots
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Pick an agent above to attach a snapshot (status, curriculum %, pace, QC) to this report.
Saved reports
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Week 1 training · pacing against each agent's start date
Schedule & pace
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No agents are currently in training. Add an agent or set someone's status to In training to track their pace here.
Completed the program · graduated to the floor
Graduated agents
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Archived · separated from the program
Terminated agents
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Archived · did not pass training
Did Not Pass
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