Help Center

Help with the training site itself. The fictional company's articles are in the knowledge base on the Agent console.

How the site works

You play an agent on a service desk that supports six client organizations. The intranet and the Agent console hold the company's facts and fixes. The other pages teach you and record your work. The menu is the same on every page.

Home

Home shows what to do next, such as a follow-up email or the next tutorial step. Below that are site news, your homework, assessments, and your standing. Open Home.

Inbox

Messages from the site and from your instructor. The Inbox link in the menu shows how many are new. Open your inbox.

Work desk

Work on the Work desk counts toward your score. Clock in at the top of the page before you start, and take breaks and lunch on the clock. The Work desk has three kinds of work.

• Tickets. A shift is a run of tickets. Each ticket asks you to find a fact, read a record or a table, fill a form, or write a reply. Choose a difficulty first. Rookie names the commands and has no clock. Agent adds a soft clock for a time bonus. Veteran times your handle time. A shift ends with one question, what was easy and what was hard, and then your score.
• Calls. The computer plays a customer on the phone. Speak or type, and write the call note at the end. You choose the difficulty. The site saves every call for your instructor.
• Chats. The same customers, in writing.

Some tickets keep the information on a separate page. Read it, then press Back. The page keeps your typing.

If you tell a customer you will send something, send it from your own Outlook. It shows on Follow-up emails, where the site checks it. Open the Work desk.

Practice desk

Drills practice one skill at a time: data tables, customer records, the knowledge base, forms, documents, error messages, writing the note, and what to say. Drills are not timed, scored, or recorded. The lessons, Shadowing, and the site that fights you are here too. Open the Practice desk.

Intranet

The company's front page has this week's bulletin board, the client sheets, the staff directory, the internal systems, and the policies. Read the board before every shift. It can change the right answer. Open the intranet.

Agent console

Look up the customer and the fix for their problem. Customer lookup finds a record by name, account number, or site. The knowledge base has one article for each problem, each with a reference such as KB-1180. Type the reference to open it, and check its date. Open the Agent console.

Your progress

Your strengths, what to practice next, your recent shifts, and your badges. The leaderboard ranks everyone by score. Your score counts how much you resolve, your call scores from the coach and your instructor, and how long you take. Open your progress.

Assessments

Your instructor assigns them, and they appear on Home. An assessment has sections, and each section has tasks. There is one attempt for each task and no timer. Your instructor reviews it and gives you your score.

Resources

Guides, keyboard commands, and links from your instructor. Open Resources.

Your account

Change your password, your display name and your training goal. Open your account.