This article provides an overview of each of the agent and team leader modules in OI University, to help you understand which ones are relevant to you.
Agent Modules
Our agent modules were built from the ground up using real-world questions and learning patterns observed across hundreds of in-person training sessions. Each module reflects the moments where agents most needed clarity, structured as a logical path: from first login and coaching plan through to confident, self-directed performance tracking.
| Module Name | Time to complete | Description | Enrolment prerequisites | When to complete |
| 1: Introducing your agent dashboard | 15min | Overview of OI, the OI metrics, your agent dashboard and how to create and track your first coaching plan. | None | The first time you log into OI, before setting your first coaching plan. |
| 2: Mastering your agent dashboard | 10min | Understanding your agent dashboard even deeper and the data OI's uses to help you track your performance. | 1: Introducing your agent dashboard (watched all content and passed knowledge checks) | After you have set your first coaching plan, and want to understand your dashboard data better. |
| 3: Improving performance | 10min | Handy tips to help you improve your performance across all the OI metrics, as well as building the best coaching plan. | 1: Introducing your agent dashboard & 2: Mastering your agent dashboard (watched all content and passed knowledge checks) | When you're ready to get some practical techniques to improve your performance and hit coaching plan targets. |
| 4: Understanding live coaching plans | 10min | A deep dive of a live coaching plan including calculations and what to expect. | 1: Introducing your agent dashboard & 2: Mastering your agent dashboard (watched all content and passed knowledge checks) | Once you have a live coaching plan in OI and would like a deep dive on what to expect during its lifecycle. |
Team Leader Modules
Our team leader modules were shaped by the same real-world foundation - drawing on questions, gaps, and coaching challenges surfaced during live training with team leaders across our customer base. The result is a practical path that mirrors how effective team leaders build confidence with OI: from their first dashboard review through to embedding OI across their team.
| Module Name | Time to complete | Description | Enrolment prerequisites | When to complete |
| 1: Introducing your My Team dashboard | 20min | Overview of OI, the OI metrics, your My Team dashboard and what your agents see when they log into OI. | None | The first time you log into OI, before you review your My Team dashboard. |
| 2: Mastering your My Team dashboard | 15min | Understanding your My Team dashboard even deeper and the data OI's uses to help you track your team's performance. | 1: Introducing your My Team dashboard (watched all content and passed knowledge checks) | After you have initially reviewed your My Team dashboard. |
| 3: Leading with OI performance insights | 10min | Overview of how to access team and agent performance profiles in OI to uncover more data. | None | Once you are familiar with OI, and ready to have your agents set their first coaching plans. |
| 4: Coaching opportunities with OI-Q | 15min | An introduction to OI-Q, how to prompt correctly and apply this to surface coaching opportunities for your teams and agents. | 3: Leading with OI performance insights (watched all content and passed knowledge checks) | Once you have completed the leading with performance insights module and would like to prepare for team or agent coaching. |
| 5: Embedding OI into your team | 15min | Practical tips on driving adoption of OI into your team, along with best practice, reporting and avoiding common mistakes. | All other Team Leader modules (watched all content and passed knowledge checks) | During your first few months of using OI. |
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