Solidroad Optimization Framework: From Training Insight to Learner Improvement

A training program needs a way to identify skill needs, provide relevant practice, and check readiness. Solidroad's optimization framework organizes that work into three stages: Analyze, Optimize, and Measure.

The framework applies to Learner development through Simulations, Scorecards, Assignments, and coaching. Trainers set the standards and choose the practice. Learners receive feedback after each attempt. Managers use the results to decide what comes next.

Analyze: identify the skill to develop

Start with the work the Learner needs to perform. Use the team's SOPs, product information, manager observations, and previous training results to identify situations that need practice.

A broad goal such as "improve communication" is difficult to turn into an Assignment. Define a behavior instead: asking the questions needed to diagnose an issue, explaining a cancellation policy accurately, or recording the outcome in the right fields.

Establish a baseline through practice

Give Learners a Simulation that exercises the skill. Attach a Scorecard with criteria based on company guidelines and SOPs, then review the results.

The baseline helps a Trainer distinguish different needs. One Learner may understand the policy but explain it unclearly. Another may communicate confidently while missing a required step. They need different feedback and follow-up practice.

Review the criteria with Trainers

Have Trainers review sample attempts and calibrate the scoring. Criteria should reflect what the team expects on the job and give Learners enough detail to understand their results.

Keep the purpose clear. The results help managers make development and readiness decisions. Learners should know how an Assignment will be assessed before they begin.

Optimize: build targeted practice

Choose scenarios that address the needs identified in the baseline. A Learner struggling with pricing questions can practice explaining a price change. A Learner who misses verification steps can work through a scenario that requires those steps before proceeding.

Set the customer context

Trainers define the AI customer's Persona, situation, language, and difficulty. Simulations across chat, email, phone, and video let teams practice the channels relevant to the role.

Give the customer a reason to ask follow-up questions. Learners should have to understand the problem and respond to the conversation as it develops.

Include the workflow

When the task requires software, attach a System simulation so Learners can practice the conversation and the clicks together. Define the process steps and data accuracy requirements that matter for successful completion.

This is useful for onboarding and process changes. Someone can explain a policy correctly yet still need practice completing the workflow in the team's tools.

Package the practice into Assignments

Trainers can group Simulations into Assignments with Scorecards, passing scores, and certification. Set a manageable scope so Learners know what they are practicing and managers can interpret the result.

Learners review personalized coaching after an attempt and practice again. Human coaching can help when someone needs clarification or has difficulty applying the feedback.

Measure: check whether the skill is dependable

Track results by criterion across attempts. Look for improvement on the specific skill being practiced and test it in a variation of the scenario.

Passing the same exercise repeatedly may show familiarity with that exercise. A new customer context helps a Trainer assess whether the Learner can apply the skill more broadly.

Make readiness decisions explicit

Use passing requirements that match the task. Managers can review Assignment progress, Scorecard results, and certification to decide who is ready and who needs further practice.

The same Simulations can be used as Assessments during hiring. Define the expectations for the role and review results in the context of the wider hiring process.

Review outcomes at work

Use the team's existing reporting and coaching observations to understand how learning transfers to customer work. Useful measures may include onboarding time, escalations, customer satisfaction, and handling time.

Those measures are affected by policy, staffing, workload, and case complexity. Compare similar work over time and avoid assuming that training caused every change.

Put the framework into practice

Start with one workflow

Choose a common onboarding task or a recurring skill need. Build the Simulation, define the Scorecard, and ask Trainers and experienced agents to try it. Check that the customer context and feedback are useful before assigning it to new hires.

Pilot with a small group

Give Learners time to complete the Assignment and repeat practice. Ask where they found the scenario confusing and whether they understood the feedback. Managers should review whether the results support a clear readiness decision.

Expand from the pilot

Add scenarios for other common tasks, new products, and difficult customer situations. Reuse standards where they fit, while keeping the context and passing requirements relevant to each workflow.

Review the program when policies or processes change. Trainers should update the practice and criteria so Learners prepare for the work they will actually perform.

Use cases for the framework

• Onboarding: practice common customer situations before handling them independently.
• Upskilling: target the skills a Learner needs for a new responsibility.
• Process changes: rehearse revised procedures and software steps.
• Hiring: use Simulations as Assessments to understand candidate readiness.

The SCORE methodology provides more detail on scenario design and reflection. For feedback timing, see Real-Time Agent Coaching. Talk to Solidroad about building this approach into your training program.