Managing course certifications: for managers
Learn how to set up and manage course certifications to recognize and track employee training completion in your organization.
Managers can add a certification to a course so learners automatically receive a certificate when they complete it. Follow these steps to set it up.
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Step 1: Open the course
- Go to Manage > Courses
- Open the course you want to add a certification to, or click Create Courses to start a new one
Step 2: Go to Certifications
- In the course builder, select Certifications in the left navigation
Step 3: Enable certifications
- Turn on Enable Certifications
- Certificates are then awarded automatically when a learner completes the course
Step 4: Set the completion requirements
- Go to Course Settings and set the passing requirements: Minimum Agents Passed, Minimum Agents Attempted and Minimum total attempts required
- A learner earns the certificate once they meet these requirements
Step 5: Customize the certificate
- Upload Company Logo to add your branding
- Set the Issuer Name: the learner's manager, a specific user, or a custom name, plus the issuer's Designation
- Add a Signature, either typed as a name or uploaded as an image
- Choose a Color Theme: pick a template or upload a custom background
- Check the certificate preview to make sure it looks right
Step 6: Publish
- Click Create New Version to publish the course with the certification turned on
Step 7: Monitor certifications
- Go to Practice > Courses, open the course, and select the Performance Analytics tab to see each learner's status (Passed, Failed or In Progress)
- For a view across courses, go to Performance > Practice and open the Courses tab
- Use this data to assess training effectiveness and team readiness
Step 8: Provide feedback
- Open a learner's practice sessions in Practice > History to review their calls and leave feedback
- Acknowledge achievements with team members
- Use certification data in performance reviews and development discussions
Best practices for managers setting up certifications
- Clearly communicate certification requirements to your team so team members understand what completion level is needed.
- Set up certifications only for courses that matter to your business or role, rather than over-certifying courses that do not need formal verification.
- Explain how certifications will be used and how they support career development, and recognize team members who complete them.
- Review certification reports to identify skill gaps, and use those findings to recommend additional training and inform performance reviews.
- Periodically review certification requirements and update them as business needs change.
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