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Course Types

  • Company Courses: Organization-wide training, must be assigned to agents
  • Product Courses: Product-specific training, requires product assignment first
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-based lessons
  • Objections simulation
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 Simulation: Choose from dropdown
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

Company Courses: Must be assigned to agents, no prerequisites. Product Courses: Agents must have product assigned first. Only related courses appear as options.
To assign product courses, first assign the product to the agent’s profile.
Learn how to manage product and course assignments

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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.