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Cinareo User Guide

Your guide to capacity planning and financial analysis

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Step 4 of 10: New Hire Agent Learning Curve

New hire learning curve

Once new hires enter production, they are considered productive new‐hire agents. The learning curve commences after training graduation and is the period during which the effectiveness of a new agent is expected to be less than that of a tenured agent. That is, new hires are less productive than a tenured agent as their average handle times and processing times are generally much longer but improves at a specified rate and period of time. The learning curve describes how that effectiveness improves with tenure.

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