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Quizzes

Create and manage knowledge-check quizzes for agents, configure question settings, and review quiz results. This article is automatically maintained (quizzes).

Overview

Quizzes let you create timed, multiple-choice knowledge checks for your agents. Managers build quizzes with single-choice or multi-choice questions, set time limits and attempt caps, and then assign them through Training Plans. Agents take quizzes from their Trainings view, and managers or supervisors can review each agent's results and attempts.

How It Works

Accessing Quizzes

Managers access quiz management from the Quizzes section in the main navigation. From there you can create, edit, duplicate, test, and delete quizzes.

Agents do not see the Quizzes management section. Instead, they take assigned quizzes from their Trainings view, where quizzes appear as part of Skills linked to their Training Plans.

Who Can Do What

Action

Who

Create, edit, or delete quizzes

Users with the Manage Trainings permission

Duplicate a quiz

Users with the Manage Trainings permission

Test a quiz (unlimited attempts)

Users with the Manage Trainings permission

Take an assigned quiz

Agents with the View Own Trainings and Progress Own Trainings permissions

View own quiz results

Agents with the View Own Trainings permission

View any agent's quiz results

Users with the View Trainings permission

View team agents' quiz results

Users with the View Team Trainings permission (limited to agents in the same team)

Creating a Quiz

  1. Open Quizzes from the main navigation.

  2. Click Create new quiz.

  3. Fill in the quiz details:

    • Name — a descriptive title for the quiz (required).

    • Description — optional context or instructions for the agent.

    • Max mistakes — the maximum number of wrong answers allowed before the quiz is failed. Set to 0 to require a perfect score (no mistakes allowed).

    • Max attempts — how many times an agent can try the quiz (default: 10).

    • Time limit — duration in minutes, from 1 to 180 (default: 30 minutes).

    • Shuffling — when enabled, both questions and answer options appear in a random order for each attempt.

    • Show hints after — after the selected number of failed attempts, hints are displayed alongside questions on the results screen. Set to 0 to never show hints.

    • Show correct answers after — after the selected number of failed attempts, the correct answers are revealed on the results screen. Set to 0 to never show correct answers.

  4. Add at least one question using Add question. For each question:

    • Enter the question text.

    • Add answer options and mark which ones are correct.

    • Each question must have at least one correct answer.

    • Use the Question type dropdown to choose between single-choice and multi-choice for each question.

  5. Drag questions to reorder them as needed.

  6. Click Save to create the quiz.

Testing a Quiz

Before assigning a quiz to agents, you can preview the experience:

  1. From the quiz list, click the play icon on the quiz row.

  2. The quiz opens in the same interface agents will see, but with unlimited attempts.

  3. Complete the quiz to verify questions, timing, and results display.

Assigning Quizzes to Agents

Quizzes reach agents through the Training Plans workflow:

  1. Create or edit a Skill and add the quiz as a skill item.

  2. Link that Skill to a Training Plan.

  3. Assign the Training Plan to the target agents.

Once assigned, the quiz appears in each agent's Trainings view.

Taking a Quiz

When an agent opens an assigned quiz from their Trainings view:

  1. A summary screen shows the number of questions, the time limit, mistakes allowed, and remaining attempts.

  2. Click Start the quiz to begin. The countdown timer starts immediately.

  3. For each question, select the answer(s) and use Next to proceed. Use Back to revisit previous questions.

  4. Click Finish to submit all answers. If time runs out, the quiz is submitted automatically.

  5. The results screen shows whether the agent passed or failed, the percentage of correct answers, and a breakdown of mistakes.

Important behaviors:

  • After passing, the Try Again button is hidden, but agents with remaining attempts can still start the quiz again from the training view. A warning is shown that starting a new attempt will overwrite the previous passing result.

  • If all attempts are used without passing, the agent sees a message that no more attempts are available.

  • The timer appears in the top area during the quiz. It turns red when less than 3 minutes remain and starts blinking when less than 1 minute is left.

  • When advancing past the last question with time still remaining, a confirmation dialog asks whether the agent wants to use the remaining time to review answers or submit immediately.

Reviewing Quiz Results

As a manager:

  • From the quiz edit screen, a Statistics section shows the overall pass rate and a progress bar for users who have attempted the quiz.

  • To view a specific agent's results, navigate to the agent's profile and open their quiz results. Select the quiz and attempt number to see each question with the agent's answers. Use the Mistakes only toggle to filter to incorrect answers.

As a supervisor with team-level access:

  • You can view quiz results for agents in your assigned teams, using the same results view.

Managing Quizzes

From the Quizzes list:

  • Active / Archived tabs — switch between active quizzes and archived ones. Archiving a quiz hides it from the active list but does not delete it.

  • Duplicate — creates a copy of the quiz with the same questions and settings.

  • Delete — permanently removes the quiz and all associated results. A confirmation dialog appears before deletion.

  • Delete statistics — available from the quiz edit screen, this clears all agent results for the quiz. Use this if you need to reset results after making significant changes to questions.

Editing a Quiz With Existing Results

When agents have already taken a quiz, the edit screen displays a warning and restricts certain changes to protect the integrity of saved results:

  • You cannot add or remove questions, or add or remove answer options.

  • You can edit question and option text, change quiz settings (time limit, max mistakes, max attempts, shuffling, hint and correct-answer thresholds), and toggle the archived status.

To regain full editing access, use Delete results from the edit screen to clear all agent results for the quiz. A confirmation dialog appears before deletion. After results are cleared, the quiz becomes fully editable again.

Pass and Fail Logic

A quiz attempt is marked as Passed when the number of mistakes does not exceed the allowed maximum (mistakes_count <= max_mistakes). For example, with 10 questions and a max mistakes setting of 2, the agent must answer at least 8 questions correctly (at most 2 wrong). When max mistakes is set to 0, a perfect score is required.

Limits and Caveats

  • A quiz must have at least one question to be saved.

  • Every question must have text and at least one answer option marked as correct.

  • Questions can optionally include an image, selected from EnderDrive.

  • The time limit must be between 1 and 180 minutes.

  • Hints and correct-answer reveals are controlled per quiz and only appear on the results screen after the configured number of failed attempts.

  • Agents can only access quizzes that are assigned to them through a Training Plan. Simply creating a quiz does not make it visible to agents.

  • Archiving a quiz does not remove it from agents who already have it assigned, but it removes it from the active management list.

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