01
The standard
Does one exist01Is there one written onboarding path that every new agent follows?Written down somewhere another person could pick up and run.
02If two different people onboarded two agents this month, would both agents get the same things?Same steps, same order, same materials.
03Could a brand-new admin run an onboarding next week without you explaining it first?Without a briefing from you or a more senior admin.
02
Delivery
Does it actually happen04Do you know right now which onboarding steps your most recent hire has finished?Without asking anyone.
05When an agent misses a team training, is there a recording they can watch afterwards?Reliably, not just when somebody remembered to hit record.
06Is required learning, like compliance, tracked against a due date?So that overdue is a state the system knows, not something you notice.
03
Retrieval
Can agents find it07If an agent needed something you covered in a coaching call six months ago, could they find it themselves?Without asking a person for it.
08Is your training in one place, rather than spread across drives, chat threads and email?One place an agent can be pointed to.
09Can an agent search what was actually said in a past session?Search the words, not just the file name.
04
Visibility
Can you see it10Is there a screen you can open that shows onboarding completion by agent?A screen, not a spreadsheet somebody maintains by hand.
11Would you notice an agent who had not opened anything in two weeks?Before it became a resignation.
12Can you compare completion between teams, offices or admins?To see where the standard is holding and where it is not.