Overview
A Skill is a reusable learning unit that groups together the materials an agent needs to learn one topic — files and folders from EnderDrive, conversation playlists, and quizzes. Managers build skills in one place and then attach them to Training Plans, so the same skill can be reused across many trainings without rebuilding it.
Agents do not configure skills. They open a skill from their Trainings view to read materials, watch playlists, and take attached quizzes as part of their assigned training.
How It Works
Accessing Skills
Managers open the Skills section from the Trainings group in the main navigation. The landing view is a card list of all existing skills, with an Add card to create a new one.
Agents do not see the Skills section in the navigation. They reach an individual skill by opening one of their assigned trainings under Trainings and clicking the skill card inside that training.
Who Can Do What
Action | Who |
See Skills in the navigation menu | Users with the Manage Trainings permission |
Create, edit, or delete a skill | Users with the Manage Trainings permission |
View the skills list | Users with the Manage Trainings permission |
Open a skill in the learner view | Users with Manage Trainings, View Trainings, or View Own Trainings permission (typically reached from an assigned training) |
Take a quiz attached to a skill | The agent the training is assigned to |
A skill is a content building block — there is no per-skill sharing setting. Whether an agent sees a particular skill is determined by the training plan it is attached to and who that plan is assigned to.
What's Inside a Skill
A skill is built from four parts, shown as steps in the create/edit wizard:
Part | What it is |
Intro | The skill's name and an optional description shown to the agent. |
Materials | Files and folders linked from EnderDrive — typically reference documents, scripts, or recordings the agent should review. |
Playlists | One or more conversation playlists for the agent to listen to or read. |
Quiz | One or more quizzes that test the agent's knowledge after they go through the materials. |
You do not have to fill every section. A skill is valid as long as it has a name and at least one item — materials, a playlist, or a quiz.
Creating a Skill
Open Trainings → Skills from the main navigation.
Click the Add card on the skills list.
Step through the wizard from the left-side navigation:
Intro — enter a Skill title (required) and an optional Description. The title is required to continue.
Materials — click Add materials to open the EnderDrive selector and link folders or files. Selected items appear in the list below; use the delete icon to remove one.
Playlists — click the Add card to open the playlist picker, tick one or more existing playlists, and click Select. Archived playlists are not shown.
Quiz — click the Add card to open the quiz picker and link existing quizzes. The card list also shows when a linked quiz has been archived or is no longer available.
Use Next and Back to move between steps. At the last step, click Create. The button is enabled only when the skill has a name and at least one linked item.
The skill appears immediately in the skills list.
Editing a Skill
From the skills list, click the card for the skill you want to change.
The wizard opens with every step already marked as passed so you can jump to any step directly from the side navigation.
Change any field — title, description, materials, playlists, or quizzes — then click Update.
Deleting a Skill
Hover over a skill card in the skills list.
Click the delete icon that appears in the top-right of the card.
Confirm the deletion in the dialog.
Deletion cannot be undone. Removing a skill from the library does not remove the underlying playlists, quizzes, or EnderDrive items — those continue to exist on their own and remain available for use in other skills.
How Skills Reach Agents
A skill on its own is not assigned to anyone. To put a skill in front of an agent, attach it to a Training Plan and assign that plan to one or more agents. The agent then sees the training in their Trainings view, and clicking it lists the skills it contains.
The Agent's View of a Skill
When an agent opens a skill from their training, they see one page that combines all of the skill's parts:
Title and description at the top.
Materials — the linked EnderDrive folders and files, which the agent can open to read.
Playlists — each linked playlist as a card. Clicking a playlist opens its conversations in a new tab.
Quizzes — a table listing each attached quiz with its time limit and the agent's current result. Depending on the agent's progress, each row offers a Start, Resume, or Retry button. Quizzes that the agent has already passed show the score; quizzes that are no longer available or have been archived are shown with a clear indicator.
Sections only appear when the skill contains items of that type, so a skill with just materials, for example, will not show empty Playlists or Quizzes sections.
Tips and Caveats
Reusable, not personalized. A skill is a shared library item. To deliver the same content to different audiences, attach the skill to different Training Plans rather than creating duplicate skills.
Validation is light. The wizard only requires a title and at least one linked item, so it is possible to create a skill with, for example, no quiz. Decide up front whether each skill needs a knowledge check.
Archived content is filtered out. Archived playlists are hidden from the learner view, and archived or deleted quizzes are clearly marked. If an agent reports a missing item, check whether the linked playlist or quiz has been archived.
No bulk operations. Skills are created, edited, and deleted one at a time from the list.