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guide
Agent onboarding checklist
Ramp new agents quickly with structured trainings, shadowing, and tooling tasks.
8 min•operations•
operations
onboarding
Week 0 – Access & tooling
- Provision SSO account and assign Agent role.
- Grant access to required queues, knowledge collections, and macros.
- Confirm hardware readiness (headset, laptop, secure network connection).
- Schedule security and compliance briefing.
Week 1 – Foundations
- Complete product fundamentals training modules.
- Walk through ticket lifecycle and SLA expectations.
- Practice AI draft review and macro usage in sandbox environment.
- Shadow senior agent for two shifts; log questions in shared doc.
Week 2 – Guided practice
- Handle low-complexity tickets with lead monitoring.
- Attend daily standups and share learnings.
- Submit first QA review for a peer ticket to learn rubric.
- Set personal goals with manager (AHT, CSAT, quality).
Week 3 – Autonomy
- Begin rotation on primary queue with spot checks.
- Join escalation calls to understand handoff protocols.
- Review knowledge refresh process and submit first article update.
- Enable proactive alerts for assigned accounts or intents.
Continuous support
- Weekly check-ins with coach to review metrics and feedback.
- Access bite-sized refreshers on new features via resources hub.
- Update onboarding checklist completion in HRIS or LMS.
Structured onboarding reduces ramp time and creates consistent experiences for your customers.
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