When should new hires start practicing?

After receiving enough context to understand the task. Start with a focused scenario and use coaching to adjust the sequence.

Does a passing score mean an agent is ready for every call?

No. It shows performance against one configured exercise. Supervisors should consider other evidence and the complexity of the work.

Yes. Agents can use another attempt to practice a behavior identified in feedback.

THOUGHTLY LIRA · CUSTOMER SERVICE

Add realistic customer practice to contact-center onboarding, alongside shadowing, product knowledge, and human coaching.

A practice score is a useful signal when considered with observation and supervisor judgment.

Make expectations visible
Tell new agents what each exercise is designed to assess.
Find the next step
Use feedback to identify where to practice or ask for help.
Keep people involved
Combine practice with shadowing, coaching, and live support.

HOW TO USE LIRA

Move from simple situations to more challenging conversations as an agent learns.

Introduce the service, tools, and current guidance before the exercise.

Observe how experienced agents listen and explain next steps.

Try an AI customer conversation with a defined objective.

Discuss feedback and decide what needs another attempt or human coaching.

After receiving enough context to understand the task. Start with a focused scenario and use coaching to adjust the sequence.