What is Agent Trainer

Agent Trainer is a Fuel iX app designed to help customer service agents learn and train through AI-powered simulations. It allows agents to interact with simulated customers via chat or voice in various scenarios, such as signing up for a phone plan or dealing with an angry customer. After each training session, agents receive evaluations based on their performance, with scores and coaching tips for improvement.

Log in to Agent Trainer at https://agent-trainer.fuelix.ai

Where do I learn more?

If you're an agent learning how to use Agent Trainer, we recommend that you read the getting started guide for agents: Getting Started: Agents.

If you're an admin, you'll want to start by learning how to create scenarios and skills.

See: Scenario Creation Guide

See: Skill Creation Guide

Terminology

• Scenario
  • A scenario is the AI simulation of a certain situation faced by customer service agents. Scenarios are created by admins in the scenario management screen, and can be assigned to agents after being published.
• Training Session
  • When an agent is assigned to a scenario, they can train on that scenario an unlimited number of teams. Each time an agent trains on a scenario is called a "Training Session".
• Skill
  • A skill refers to a specific competency or ability that is evaluated during a training session. Each scenario in Agent Trainer has a set number of skills attached to it. When an agent completes a scenario, their performance is assessed based on these skills using a predefined rubric. The agent receives a score from 1 to 5 for each skill, along with coaching tips to help them improve.
• Evaluation
  • An evaluation is the assessment process that occurs after an agent completes a scenario training session. During the evaluation, the agent's performance is reviewed based on a predefined rubric that measures specific skills associated with the scenario.

Roles

Agent Trainer has three roles: Admin, Manager, Agent. Admins have access to all permissions in the system and are responsible for key tasks like creating scenarios and skills. Managers can't create scenarios, but can view agent evaluations. Agents are able to view training sessions that have been assigned to them, and view their own evaluations.

Note that user management is controlled by a Fuel iX platform level permission, see User Management for more details.

Admin

Admins have access to all options in Agent Trainer:

• Access to:

  • Admin/manager home page
  • Scenario management page

• Permissions:

  • Create, modify, and delete scenarios
  • Create, modify, and delete skills
  • View evaluation data for any agent in an organization

Managers

Managers have access to view all sections of Agent Trainer and view all agent data, but have limited permissions compared to Admins. They cannot create, edit or delete scenarios and skills.

• Access to:
  • Admin/manager home page
  • Scenario management page
• Permissions:
  • View and preview scenarios
  • View evaluation data for any agent in an organization

Agent

• Access to:

  • Agent home page
  • Session history - only their own data

• Permissions:

  • Take training sessions that have been assigned to them
  • View evaluation data for their own past training sessions