Agent Training Center — LMS & Certification Guide

Overview

The Agent Training Center is a complete LMS (learning management system) for contact centers, compliance-driven organizations, and any business that needs to track which agents have completed which training. V2 is built around three concepts:

• Courses — the top-level thing a learner enrolls in. Has a title, type (mandatory / optional / certification / onboarding), passing score, max attempts, and an icon.
• Modules — the units inside a course. Each one is a video, document, quiz, interactive embed, or assignment. Marked required or optional.
• Questions — inside quiz modules. Four types: multiple choice, true/false, short answer, essay. Each question has its own points value and an optional explanation shown after grading.

The agent-facing CRM tab shows a course catalog with progress bars, a module-by-module player, inline quiz grading, and a My Certifications tab. The tenant-admin side has a 3-pane builder for creating all of it.

What's new in V2

V1 of the module had most of the database schema right (12 tables!) but the code was incomplete:

Course types

The type column doesn't change enrollment mechanics — all courses work the same — but it drives UI chips and can be filtered on in reporting. Pick the one that matches the course's purpose:

Content types (modules)

Each module has a content type that determines how learners interact with it:

Quiz grading

Every question type is graded server-side by TrainingEngine::gradeQuiz(). The correct answer is stored in the database but never exposed to the agent UI. Grading logic per type:

• Multiple choice — case-insensitive string compare against the stored correct_answer. Options stored as a JSON array.
• True/false — case-insensitive compare. Options locked to True / False.
• Short answer — trimmed, case-insensitive compare. Use when there's exactly one correct textual response (e.g. "PHI").
• Essay — auto-grade returns false. Questions of this type need manual review by an admin; V2.1 will ship a review UI. For now, essay questions are best used alongside multiple choice / true-false so the quiz can still auto-grade partially.

Each question has a points value (default 1). The learner's percentage is (points_earned / points_possible) × 100. If the percentage ≥ course.passing_score, the enrollment flips to completed and a certificate is automatically issued. Otherwise the enrollment stays active and the learner can retry (subject to max_attempts).

Every submission increments training_enrollments.attempts. Once that counter hits max_attempts, further submissions return an out_of_attempts error. Admins can reset an enrollment or raise max_attempts on the course to unblock.

Certificates & public verification

When a learner passes a course, TrainingEngine::issueCertificate() writes a row to training_certifications with:

• certificate_number — human-readable ID like RUBI-TRN-A1B2C3D4E5
• verification_code — 16-character hex, used in the public URL
• pdf_url — set to /certificate.php?code=<verification_code>
• score — percentage the learner earned
• issued_at — timestamp

The public verification page at /certificate.php accepts a ?code= query string and displays:

• The learner's name
• The course title
• The score (final percentage)
• The duration (from the course's duration_hours)
• The issuing tenant
• A status banner: Verified, Expired, or Revoked

Anyone with the verification code can confirm authenticity without a Rubi account. Employers, auditors, and state licensing boards can all verify directly. The page has a Print / Save as PDF button that triggers the browser's native print flow — @media print CSS hides the header, lookup bar, and status banner, leaving only the gold-bordered certificate for clean output.

Revoking a certificate: set training_certifications.revoked_at = NOW() and revoked_reason = '...'. The public page detects this and shows a red banner explaining the revocation. The record is kept — never deleted — for audit.

Quick start ≈ 20 minutes

1. Activate the module at RubiMine. Billing is $149.99/mo, unlimited learners.
2. Sysadmin runs the migration at /admin/run-training-v2-migration.php to add the display_order and icon columns and verify all 12 training_* tables.
3. Open the course builder at /tenant-admin/modules/training-builder.php. Hit + New on the Courses pane.
4. Fill in course basics — title, description, type (mandatory / optional / certification / onboarding), passing score (default 80%), max attempts (default 3), icon (Font Awesome class name without the fa- prefix — e.g. fa-shield-halved). Save as draft first.
5. Add modules — select the course and hit + New in the Modules pane. Pick a content type, set duration, decide if it's required. For videos, paste the embed URL. For documents, write the HTML body.
6. Write quiz questions — select a quiz-type module and hit + New in the Questions pane. Pick type, write the question text, fill in correct answer, add options (for multiple choice), set points and an optional explanation.
7. Activate the course — edit it and flip status from draft to active. It now appears in the agent-facing CRM Training tab for every user.
8. Learners enroll and complete — from the CRM, agents click the Training tab, pick a course, hit Start, work through modules, submit the quiz, and — if they pass — collect an auto-issued certificate with a public verification URL.

API endpoints

All endpoints are tenant-scoped via the session. No tokens needed — sessions only.

Agent-facing (/crm/api/training.php)

GET  ?action=get_user_courses       → course list + enrollment state
GET  ?action=get_course_detail&course_id=N
GET  ?action=get_quiz_questions&module_id=N   (correct_answer hidden)
GET  ?action=get_certifications     → current user's certs
POST action=start_course            (course_id)
POST action=mark_module_progress    (course_id, module_id, status, score?, time_spent_minutes?)
POST action=submit_assessment       (course_id, answers={question_id: answer, ...})

Admin-facing (/tenant-admin/api/training-admin.php)

GET  ?action=stats                  → tenantStats()
GET  ?action=list_courses
GET  ?action=list_modules&course_id=N
GET  ?action=list_questions&module_id=N
POST action=save_course             (csrf_token, id?, title, description, type, status, ...)
POST action=save_module             (csrf_token, id?, course_id, title, content_type, ...)
POST action=save_question           (csrf_token, id?, module_id, question_text, question_type, ...)
POST action=archive_course          (csrf_token, id)
POST action=delete_module           (csrf_token, id)
POST action=delete_question         (csrf_token, id)

Known limitations (V2)

• Essay grading: essay questions return false from the auto-grader and need manual review. V2.1 will ship an admin review UI for essay responses.
• Learning paths: the schema supports chained courses (training_learning_paths, training_path_courses), but no UI yet. V2.1 roadmap.
• Compliance requirements: training_compliance_requirements maps courses to compliance frameworks (HIPAA, PCI, etc.) — schema only, no UI.
• Certificate revocation UI: revoking requires a direct SQL update today. Dashboard button coming in V2.1.
• Module drag-to-reorder: sort order is set via a numeric field in the module modal. Drag-and-drop reordering is on the roadmap.
• Analytics: training_analytics_events table exists but isn't populated yet. V2.1 will track module-level engagement (time spent, drop-off points, etc.).

Frequently asked questions