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Course Types

  • Company Courses: Organization-wide training. Assign the course directly to agents.
  • Product Courses: Training scoped to a product. Assign the product first, then assign the course. Product access alone does not enroll agents.
Course Structure: Course → Module → Lesson

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Creating a Course

1

Navigate to Course Tab

Click the Course tab on the navigation panel.
Course management interface showing course tab
2

Select '+ Add Course'

Click ”+ Add Course” button.
3

Configure Course

  • Enter course title and description
  • Check checkbox for product-specific, leave unchecked for company-wide
  • Keep status as Draft
  • Click Create Course
Add new course form
4

Build Structure

  1. Click ”+ New module” to add modules
  2. Within modules, click ”+ New lesson” to add lessons
  3. Drag to reorder
Course structure
Available Lesson Types:
  • Text, videos, and html
  • Objection handling
Lesson type options
5

Configure Lessons

Lesson Basics:
  • Lesson title
  • Introduction blurb (optional - preview on LMS)
Lesson Configuration:
Add Content:
  • Text, embedded images/videos, hyperlinked websites
Ensure embedded content and hyperlinked sites are whitelisted domains.
Settings:
  • Set up content (Reddy assists with HTML styling)
  • Set completion duration (optional - prevents advancing until time passes)
Select a module: Choose from the dropdown for simulation or script training lessons.
Only pre-created simulations for the product appear. Work with Reddy to create simulations first.
Set Completion (Optional):
  • Minimum score
  • Number of runs
How It Works: Agents must complete all runs AND meet minimum score. If runs complete but score unmet, they continue practicing.Default: 5 runs, 50% minimum score.
Set Completion (Optional):
  • Minimum score
Format: Rapid-fire objections (4 randomized per practice). Agents respond with rebuttals.Grading: Based on general criteria (understanding, benefit-based approach, call flow transition) not specific QA items.
Objections configured by Reddy as company-specific or product-specific.
6

Publish

Review settings and click Publish to make available to users.

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Managing Courses

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Draft vs. Published

  • Draft: Not visible to users. Safe to build and edit.
  • Published: Live and accessible. Changes apply immediately.
Save Without Publishing: Click “Done” to save in Draft. Click “Publish” when ready.
Courses won’t appear in the student dashboard until they have at least one Module with at least one Lesson built out. Publishing an empty course structure will not make it visible to agents.

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Assigning Courses

Courses and products are assigned separately: Company Courses: Assign the course directly to the agent. Product Courses: Assign the product first so the course appears as an option, then assign the course. Product access alone does not give agents the simulations inside the course.
Products unlock a line of business. Courses enroll agents in specific trainings. Always assign both when onboarding someone to product-specific simulation training.
Learn how to assign products and courses

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Lock Upcoming Lessons

Turn on Lock upcoming lessons to make agents finish lessons in order. Each lesson stays locked until the agent meets the completion criteria of the lesson before it. The setting is off by default.
1

Open the course

From the Courses tab, click the course you want to update.
2

Turn on the switch

Click the Lock upcoming lessons switch in the course header, next to Publish / Unpublish. The change saves automatically.
Course setup page with the Lock upcoming lessons switch turned on in the header
What agents see: Only the agent’s current lesson can be started. Every lesson after it shows a Locked button until the earlier lessons are complete.
Agent dashboard with the first lesson complete, the second lesson ready to start, and later lessons locked
How the order works:
  • Lessons unlock in the order shown on the course page: module by module, top to bottom. Drag to reorder if needed.
  • Unpublished modules and lessons are skipped.
  • A lesson with no completion criteria never locks the lessons after it. This covers text lessons without a completion duration, and simulation or script training lessons without both a number of runs and a minimum score.
  • If an agent opens a direct link to a locked lesson, they are sent back to their dashboard.
Turn the switch off at any time to unlock every lesson right away. Agents keep the progress they have already made.

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FAQ

Build out at least one Module with at least one Lesson, then the course will appear for assigned agents.
Publishing a course is not enough. The course structure must be complete:Required: Course → Module → LessonIncomplete structures won’t appear:
  • Course with no Modules
  • Course with Module but no Lessons
Yes. Changes to published courses apply immediately and are visible to all assigned agents. Test changes in a Draft course first if you need to review before making live.
Drag and drop modules and lessons in the course structure view to reorder them. Changes save automatically.
The course has Lock upcoming lessons turned on, and the agent has not yet completed an earlier lesson. Check the agent’s progress on the earlier lessons, or turn the setting off to unlock everything.