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Readiness assessment

See what someone can do before signing them off

Assess the conversation, system actions and decisions together. Use a shared scorecard to make readiness decisions more consistent, with human review where judgement or risk requires it.

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Illustrative product view · Fictional training scenario

What changed

When this becomes a priority

  • Knowledge tests miss execution gaps

    Someone can recall a rule but miss a critical step while speaking to a customer. Assess the applied task as well as the underlying knowledge.

  • Human assessments can use different standards

    Different assessors can emphasise different behaviours. Define shared criteria and calibrate examples of acceptable performance before assessing a cohort.

  • Leaders need evidence beyond a completed exercise

    Review why a learner passed, which errors remain and when escalation is appropriate. Keep the evidence tied to the responsibilities the person will take on.

The scenario

Demonstrate a complete account recovery

  • Who

    New service representative

  • Where

    Illustrative scenario: I need access urgently, but I cannot remember my security answers.

  • In which tools

    Practise in a simulated verification workflow, using fictional records rather than a live customer account.

Illustrative practice conversation
  • Customer

    I need access urgently, but I cannot remember my security answers.

  • YouStep 2, Passed

    I can help with the approved recovery route, but I cannot change access until your identity is verified.

Verification workflow
Identity
Not yet verified
Access changeStep 1, Passed
Blocked pending verification
Recovery escalationStep 3, Missed
Not created

Illustrative practice attempt · 2 of 3 steps passed

  1. Keep access protected

    Do

    Hold the access change while identity remains unverified.

    Passed

  2. Explain the boundary

    Say

    Explain the verification requirement respectfully.

    Passed

  3. Escalate account recovery

    Decide

    Create a recovery escalation when the standard checks cannot be completed. The learner did not create it.

    Missed

How it's scored

Assess the work, not just the answer

Set criteria for this role and scenario. Use the feedback to guide another attempt or a conversation with a trainer.

  • Communication

    Explain boundaries respectfully

  • System actions

    Follow identity requirements in the correct order

  • Judgement

    Escalate rather than bypass a critical check

Common questions