Skills CX operations
New-hire ramp
Two questions, and they are usually conflated: how long does it take a new agent to reach proficiency, and is this particular new agent on track. The first is a cohort analysis; the second is an individual judgement that depends entirely on having done the first.
npx rulebase-skills install cx-onboarding-rampWhen to use it
Reach for this when someone says any of these — they are the phrases the skill itself triggers on:
- “how long until new hires are productive”
- “time to proficiency”
- “how is the new cohort doing”
How it works
The method, in the order the skill runs it. The full procedure — tables, worked examples and the edge cases — is in the skill itself.
Define proficiency before measuring time to it
Pick the definition deliberately and state it. Options, none of which is uniquely correct: Quality-based, Throughput-based, Autonomy-based, Composite.
Build the curve, not the average
Plot the metric against tenure, by cohort. What to look for: The plateau point, The plateau level, The stall.
Beware what the early data actually is
Three biases all point the same way — they make new hires look better than they are — and they invalidate naive ramp curves.
Cohort comparison
Comparing cohorts is how you learn whether a training change worked. It is only valid if you hold the rest constant: Same definition of proficiency and same clock anchor, Similar work mix and channel assignment.
Related skills
Free and open source, and vendor-neutral — it reads the conversations from whichever helpdesk you already run. Browse all 149 skills · connect your helpdesk over MCP · source on GitHub
