Solo Flight Logbook
New hires earn solo clearance intent by intent, from their real calls.
The job
Clears each new agent for live calls one request type at a time, once their real calls are steady. Shows who can handle what, so agents reach proficiency faster, trainers focus on who is stuck and planners staff the peak with qualified people.
The moment
New agents earn clearance to handle each type of customer request on their own, like trainee pilots logging solo flights.
The peak-season forecast arrives. For refund status questions, 38 agents are cleared but 61 are needed.
The workforce planning team clicks the gap, and the 23 agents closest to clearance are queued for focused coaching.
A trainer clears one agent to handle refund status alone. Ten minutes later, that agent's first live refund call appears in the logbook, already scored.
What it does
- Countersign clearance
- Add the routing skill
- Send the clearance certificate
- Request surge cross-skilling
What you see
Pilot's logbook with clearance stamps per intent, plus a surge radar
What it moves
Days until an agent is cleared to work alone on each request type, and cleared agents for each request type compared with the peak forecast.
Built for
- QA, training & knowledge
- Contact-centre operations
- Frontline staff
