⚡

Magnetic Energy Call Center Agent Training

/agc-next ViciDial Workspace — Complete Certification

Master every button, feature, and workflow • Achieve certified agent status • Maximize your earnings

4 Hours

25 Question Quiz

Live Call Demo

Quarterly Recert

Training Agenda — 4 Hours to Certification

📋 Module 1: Welcome & Purpose (15 min)

Company mission, your role as Appointment Setter, pay structure, performance metrics

🖥️ Module 2: Workspace Walkthrough (30 min)

Every button, panel, data field — header, call bar, contact strip, action rail, intelligence panels

📞 Module 3: Call Flow Mastery (30 min)

☕ Break (15 min)

🚀 Module 4: Advanced Features (30 min)

Live Transfer, Maps/Solar, Scripts, Callbacks, Update Contact, CRM buttons

📋 Module 5: SOPs & Quality (30 min)

Disposition hierarchy, scoring rubric, daily metrics, talk time definition

🧪 Module 6: Hands-On Lab (30 min)

Sandbox practice with test leads — full workflows

☕ Break (15 min)

✅ Module 7: Certification Quiz (30 min)

25 MC + 5 scenarios + observed live call — ≥85% to pass

Module 1: The "Why" — Your Purpose

🎯 Mission

Magnetic Energy helps homeowners switch to residential solar — lowering bills, increasing home value, and building energy independence.

👤 Your Role: Appointment Setter

You are the bridge between a homeowner's interest and a Solar Specialist's expertise. Your job: motivate the homeowner to say YES to a live transfer or a firm appointment.

💰 Pay Structure (Proposed)

$10/hour — Talk time ONLY (not login/idle time)
$20/appointment — Qualified, kept appointments (live transfer or booked)
Weekly pay — Based on ViciDial talk time + appointment tally

Example: 5 hrs talk = $50 + 2 appts = $40 → $90/week ($18/hr effective)

📊 Performance Floor

Metric	Minimum	Consequence
Talk Time	5 hrs/week (300 min)	Marked inactive → remediation/offboarding
Conversion Rate	2% of answered calls	Performance review triggered
Avg Min/Converted Call	Tracked (threshold TBD)	Efficiency required
Avg Min/Non-Converting	Tracked (threshold TBD)	Long dead calls waste paid time

🏆 Category System

Specialist — Core agents

Supervisor — Rose_M, Francisco_J

Manager — Explicit role

Admin — ViciDial mgmt/ADMIN groups (auto)

Module 2: Workspace Architecture Overview

The /agc-next workspace is an isolated iframe overlay that sits on top of native ViciDial, communicating via secure MessageChannel. It adds intelligence without replacing telephony.

┌─────────────────────────────────────────────────────────────────┐ │ VICIDIAL NATIVE LAYER │ │ ┌──────────────┐ ┌──────────────┐ ┌──────────────┐ │ │ │ SIP/Audio │ │ Dialer/ │ │ Disposition │ │ │ │ Telephony │ │ Hopper │ │ Modals │ │ │ └──────────────┘ └──────────────┘ └──────────────┘ │ └─────────────────────────────────────────────────────────────────┘ │ MessageChannel (secure) ▼ ┌─────────────────────────────────────────────────────────────────┐ │ /AGC-NEXT WORKSPACE IFRAME │ │ ┌──────────────────────────────────────────────────────────┐ │ │ │ HEADER: Brand | Live State Banner | Timer | Agent Meta │ │ │ ├──────────────────────────────────────────────────────────┤ │ │ │ CALL BAR: 11 buttons (Pause, Load Next, Call Loaded, │ │ │ │ Manual, Record, Park, Transfer, Hangup, │ │ │ │ Logout, Contact Clock) │ │ │ ├──────────────────────────────────────────────────────────┤ │ │ │ CONTACT STRIP: 2×4 grid (Name, Address, Phone, Email, │ │ │ │ Gender, Age, DOB, Comments) │ │ │ ├──────────────┬────────────────────────────┬──────────────┤ │ │ │ ACTION RAIL │ SCRIPT PANEL │ CALL NOTES │ │ │ │ • CRM Appt │ • Campaign default │ • Timestamped│ │ │ • CRM Staff │ • Script selector (100) │ • Append-only│ │ │ • Callbacks │ • Variable substitution │ • 4000 chars │ │ │ • Hot Lead │ • Source: vicidial_scripts│ • Persists │ │ │ • Update │ │ │ │ │ Contact │ │ │ │ ├──────────────┼────────────────────────────┼──────────────┤ │ │ │ │ MAPS/SOLAR PANELS │ │ │ │ │ • Aerial roof iframe │ │ │ │ │ • Solar suitability score │ │ │ │ │ • Panels, kW, kWh, roof │ │ │ └──────────────┴────────────────────────────┴──────────────┘ │ └─────────────────────────────────────────────────────────────────┘

Header Bar — Your Command Center

🏷️ Brand Section

Magnetic Energy logo + workspace label
Version badge: v3.9-r3934-gender-logout-fix-20260721
"Sandbox-isolated workspace" indicator

📡 Live State Banner

Real-time call status with color-coded pulse indicator:

🟢

CONNECTING

— Native session starting

🔴
LIVE CALL CONNECTED
— Customer on line

🟡
PAUSED
— Dialing stopped

🔵
MUTED
— Agent mic off, call live

Call Control Bar — 11 Buttons, Master Them All

Button	Action	When Enabled	Key Behavior
PAUSE/RESUME	Toggle auto-dialing	Always	Text toggles PAUSE ↔ RESUME; ARIA pressed state
LOAD NEXT	Request next READY lead	Not on live call	Fetches from hopper; shows "Lead loaded" when ready
LOAD LAST	Return to previous lead	After disposition	Disabled until a lead has been disposed
CALL LOADED	Confirm lead, start call	Lead loaded, not live	CRITICAL: Click AFTER "Lead loaded" appears, BEFORE call connects
MANUAL CALL	Open native manual dial	Paused, not live	Opens ViciDial NewManualDiaLBox modal (themed)
RECORD	Start/Stop recording	Live call	Text: START RECORDING / STOP RECORDING / AUTO RECORD ON
PARK	Park current call	Live call	Native ViciDial park — use per campaign policy
TRANSFER	Live Transfer to Closer	Live call + closer available	Creates Google Meet, sends SMS/email to closer, JOIN link to lead
HANG UP	End call	Live call	Danger style; triggers disposition workflow
LOG OUT	Clean session end	Any time	Hangs up if live → waits for disposition → beacon POST → closes

⚠️ Golden Rule: CALL LOADED Timing

You MUST click CALL LOADED after the contact strip populates ("Lead loaded") but BEFORE the call connects. This tells ViciDial the workspace is ready and starts the timer. Missing this = missed metrics, broken flow.

Contact Strip — 8 Fields, 2×4 Grid, All Lead Intel at a Glance

Row 1 — Primary Identity

Column	Field	Source	Notes
1	Name + Comments below	vicidial_list.first_name + last_name	Avatar shows first initial; Comments = vicidial_list.comments (agent-editable)
2	Address	address1, city, state, postal_code	Full formatted address + location line
3	Phone	phone_code + phone_number	Formatted (XXX) XXX-XXXX
4	Email	email	Critical for Live Transfer Meet invites

Row 2 — Demographics

Column	Field	Source	Notes
1	Gender	gender (M/F/U)	From lead data
2	Age	Calculated from date_of_birth	Auto-calculated; shows "—" if invalid
3	DOB	date_of_birth	YYYY-MM-DD format
4	(Empty)	Reserved	Future expansion

🔥 Hot Lead Indicator

In Action Rail: NOT HOT or HOT LEAD — driven by list_id = 9002 (configurable via HOT_LIST_IDS).

Action Rail — Your Primary Controls (Left Panel)

📅 CRM / Appointment

Opens GHL form web_form_address (campaign 11: IPS Discovery Call)

Pre-fills: name, address, phone, email, occupation, setter, telephony_platform=vicidial
Existing GHL contact → opens directly
No match → opens prefilled form (NO auto-submit)
Disabled until lead loaded

👥 CRM / Staff Select

Opens GHL form web_form_address_three (team assignment)

Pre-fills: same + team_name=user_group
Used for internal routing/assignment
Disabled until lead loaded

⏰ Callback Alerts

Shows due callbacks (status ACTIVE/LIVE, time ≤ NOW)

Displays: name, due time, lead ID
Click → loads that lead (callback-load action)
"NO SET TIME — DAILY ROTATION" button creates CBDAIL disposition

🔥 Hot Lead Indicator

Real-time badge: Standard vs HOT (list 9002)

Source shown: "Hot list: 9002" or "Standard lead"
Updates instantly on lead load

✏️ Update Contact

Modal editor for ALL lead fields + Comments

First/Last, Phone, Alt Phone, Email
Address, City, State, Zip
Gender (M/F/U), DOB (date picker)
Comments (textarea) — saves to vicidial_list.comments
Hot reload: Contact strip refreshes automatically after save
Decoupled: Does NOT touch Call Notes (vicidial_call_notes)

Script Panel — Live Guidance, Every Call

📋 Campaign Default Script

Auto-loaded from vicidial_campaigns.campaign_script → joins vicidial_scripts for text.

Source badge: "Repository" or "Campaign Default"
Variable substitution: --A--field--B-- → live lead data
HTML stripped,
converted to line breaks
Iframe scripts blocked with notice

🔽 Script Selector Dropdown

ALL active vicidial_scripts (max 100, ordered by name)

Switch anytime during call
Campaign default remains unchanged in ViciDial
Use for: objections, specific products, Spanish scripts

💡 Variable Substitution Map

Token	Replaced With
`--A--first_name--B--`	Lead first name
`--A--last_name--B--`	Lead last name
`--A--lead_id--B--`	ViciDial lead ID
`--A--vendor_lead_code--B--`	Vendor lead code
`--A--phone_number--B--`	Formatted phone
`--A--email--B--`	Lead email
`--A--address1--B--`	Street address
`--A--city--B--`	City
`--A--state--B--`	State
`--A--postal_code--B--`	ZIP code
`--A--user--B--`	Agent username
`--A--user_group--B--`	Agent group

📝 CRM Message Area

Below script: "GHL lookup is live. Existing contacts open directly; no-match routes open the owned prefilled form without auto-submission." Updates dynamically based on CRM readiness.

Call Notes — Persistent, Timestamped, Append-Only History

🔑 Key Principles

Append-only: Every save creates a new timestamped entry
Never overwrites: Previous notes preserved forever
4000 char limit per save (16000 total combined)
Persists across calls: Next time this lead loads, history shows
Stored in: vicidial_call_notes with vicidial_id='WORKSPACE_CONTACT'
Decoupled from Comments: Comments = vicidial_list.comments (occupation, prefs); Call Notes = call-specific history

💾 Save Behavior

Manual: Click "SAVE CALL NOTES" anytime (enabled when dirty)
Auto on Disposition: Saves automatically when you submit disposition
Status shows: "Load a contact" → "Unsaved changes" → "Saving…" → "Saved"
Callback comments: Appended with [Callback comments YYYY-MM-DD HH:MM] prefix

📖 Reading Notes

On lead load, the most recent WORKSPACE_CONTEXT note loads into the textarea. Older entries are in the database (notesid ordered).

Example Call Notes Entry: [2026-08-07 14:32] Homeowner interested in solar. Current bill $280/month. Roof faces south, no shade. Owns home 15 years, plans to stay. Husband is co-decision maker — will be home Thursday. Set appointment for Thursday 2pm. Transfer attempted but no closer available. [2026-08-05 10:15] Callback from previous attempt. Wife answered, husband at work. She handles bills — $320 last month. Very interested. Scheduled callback for today 2pm when husband home.

Maps & Solar Intelligence — See the Roof Before You Pitch

🗺️ Aerial Roof Preview (Google Maps Static API)

Interactive iframe: aerial-view.html
Shows satellite/hybrid view of lead address
Pan, zoom, rotate — assess roof orientation, obstructions
"OPEN GOOGLE MAPS" button → full Google Maps in new tab
Disabled if no address loaded

☀️ Solar Potential (Google Solar buildingInsights)

Real-time API data displayed as metrics:

Metric	Display	Use in Call
Suitability Score	0-100 + rank (EXCELLENT/GOOD/FAIR/POOR)	"Your roof scores 87/100 — excellent for solar"
Max Panels	Integer count	"Space for 24 panels on your roof"
Array Capacity	kW (e.g., 9.6 kW)	"That's a 9.6 kW system — covers 100%+ of usage"
Annual Generation	kWh (formatted)	"Produces ~13,500 kWh/year"
Usable Roof Area	sq ft (formatted)	"840 sq ft of prime south-facing roof"
Annual Sunshine	Hours	"2,100 sun hours/year — top quartile"
Primary Roof Pitch	Degrees + azimuth	"18° pitch at 195° — optimal"
Imagery Quality	HIGH/MEDIUM/LOW + date	Confidence indicator

💡 Talk Track Integration

"I'm looking at your roof right now via satellite — it's south-facing, no trees, 87% suitability score. That's one of the best roofs I've seen this month. A 9.6 kW system would zero out your $280 bill. Can I get you transferred to a specialist who can show you the exact design and financing?"

Live Transfer — The Gold Standard Resolution

🎯 When to Transfer

Homeowner engaged + qualified (bill pain, owner, decision authority)
Expresses readiness to talk to specialist NOW
Closer available (checked in Roam group)

⚙️ How It Works

Click TRANSFER button on live call
System creates Google Meet space (dedicated host: live-transfers@workwithmagnetic.com)
SMS + Email sent to closer (Roam group "Live Transfer Closers")
Lead receives JOIN link via SMS/Email
Audio starts on PSTN; both may switch to Meet audio after joining

👥 Closer Roster (Dynamic)

Controlled by private Roam group: Live Transfer Closers
Roam checkedIn = available right now
Management maps Roam user → GHL user (audited)
GHL registered phone = authoritative consult destination
Closers need NO ViciDial or Workspace account

📋 Lead Email Critical

Lead's email used for Meet invite + laptop delivery workflow. Always verify email in contact strip before transfer.

🔊 Audio Protocol

Start: PSTN (phone) — authoritative
Both join Meet with mic muted, speaker off
Mutually agree → mute PSTN, enable Meet audio
Prevents echo/double-audio

LIVE TRANSFER FLOW: ┌─────────────┐ ┌──────────────────┐ ┌─────────────┐ ┌─────────────┐ │ AGENT │────▶│ TRANSFER BUTTON │────▶│ SYSTEM │────▶│ CLOSER │ │ (on call) │ │ (click) │ │ Creates │ │ (Roam │ │ │ │ │ │ Meet space │ │ checkedIn)│ └─────────────┘ └──────────────────┘ └──────┬──────┘ └──────┬──────┘ │ │ ▼ ▼ ┌─────────────┐ ┌─────────────┐ │ LEAD │ │ GHL SMS/ │ │ (receives │ │ EMAIL │ │ JOIN link)│ │ (to closer)│ └─────────────┘ └─────────────┘ │ ▼ ┌─────────────────┐ │ PSTN → MEET │ │ AUDIO SWITCHOVER│ │ (mutual agree) │ └─────────────────┘

Callbacks — Never Miss a Follow-Up

⏰ Due Callback Alert

Appears in Action Rail when:

vicidial_callbacks.status IN ('ACTIVE','LIVE')
callback_time <= NOW()
recipient='ANYONE' OR (recipient='USERONLY' AND user=you)

Shows: Name, due time, lead ID. Click → loads that lead instantly.

🔄 Daily Rotation Option

When no specific time needed:

Click "NO SET TIME — DAILY ROTATION"
Sets CallBackDatETimE = '', CallBackrecipient = 'ANYONE'
Sets CallBackLeadStatus = 'CBDAIL'
Comment: "No specific callback time; return to once-daily list rotation."
Submits disposition CBDAIL
Lead returns to hopper for next day's rotation

📝 Callback Comments

Appended to Call Notes with timestamp:

[Callback comments 2026-08-07 14:30] Homeowner requested callback Thursday 2pm when husband home. Bill is $320/month. Very interested, just needs spouse present.

🎯 SOP: Callback Discipline

Always set specific time when homeowner requests
Use CBDAIL only when genuinely "whenever works"
Check Callback Alerts at start of every session
Honor callbacks — they're warmest leads

Update Contact Modal — Edit Lead Data Safely

📋 Editable Fields

Field	Type	Validation
First Name	text	Required
Last Name	text	Required
Phone Number	text	10 digits
Alt Phone	text	10 digits
Email	email	Valid format
Address	text	Street
City	text	City
State	text	2-letter code
Zip	text	5 digits
Gender	select	M / F / U
DOB	date	YYYY-MM-DD
Comments	textarea	Free text

⚡ Hot Reload

After save, pendingPublishAfterMetadata flag triggers immediate contact strip refresh — no manual reload needed.

🔒 Decoupled from Call Notes

Comments (vicidial_list.comments) = occupation, language preference, general notes.
Call Notes (vicidial_call_notes) = timestamped call history.
Never the twain shall meet. Update Contact saves to Comments only.

✅ Save Action

POST to workspace-update-contact.php
Validates agent session (30-sec heartbeat)
Updates vicidial_list row
Returns updated lead data

Module 3: Complete Call Flow — Start to Finish

LOGIN & SETUP ┌─────────────────────────────────────────────────────────────────────┐ │ 1. Open https://dialer.magneticexteriors.com/agc-next/vicidial.php │ │ 2. Phone Login: 1999 | Phone Password: 1999 │ │ 3. User Login: test_agent1 | User Password: test123 │ │ 4. Campaign 11 auto-selected │ │ 5. Workspace loads → Header shows "CONNECTING — Native session" │ │ 6. Click PAUSE → RESUME to start auto-dialing │ └─────────────────────────────────────────────────────────────────────┘ │ ▼ LEAD LOADING ┌─────────────────────────────────────────────────────────────────────┐ │ 7. Click LOAD NEXT → Hopper serves next READY lead │ │ 8. Contact strip populates → "Lead loaded" appears │ │ 9. Review: Name, Address, Phone, Email, Solar data, Script │ │ 10. Check Callback Alerts, Hot Lead indicator │ └─────────────────────────────────────────────────────────────────────┘ │ ▼ CALL INITIATION — CRITICAL MOMENT ┌─────────────────────────────────────────────────────────────────────┐ │ 11. Click CALL LOADED ← MUST DO THIS BEFORE CALL CONNECTS │ │ 12. Timer starts (00:00) │ │ 13. Live State: "CONNECTING — Native session" → "LIVE CALL CONNECTED" │ 14. Header pulse: 🟢 → 🔴 │ └─────────────────────────────────────────────────────────────────────┘ │ ▼ LIVE CONVERSATION ┌─────────────────────────────────────────────────────────────────────┐ │ 15. Use Script (campaign default or selector) │ │ 16. Reference Maps/Solar: "I see your roof gets 2100 sun hours..." │ │ 17. Take Call Notes throughout (auto-saves on disposition) │ │ 18. Handle objections → Build value → Ask for transfer/appointment │ │ 19. If qualified + closer available → Click TRANSFER │ │ 20. If no closer → Book APPT (same/next day preferred) │ └─────────────────────────────────────────────────────────────────────┘ │ ▼ DISPOSITION & WRAP-UP ┌─────────────────────────────────────────────────────────────────────┐ │ 21. Click HANG UP (or call ends naturally) │ │ 22. Native Disposition modal opens (themed by workspace) │ │ 23. Select disposition: LTXFER, APPT, CALLBK, CBDAIL, etc. │ │ 24. Call Notes auto-save on submit │ │ 25. LOAD LAST button now enabled (review previous lead) │ │ 26. Click LOAD NEXT → Repeat from step 7 │ └─────────────────────────────────────────────────────────────────────┘

Disposition Hierarchy — Always Aim for the Top

Priority	Disposition	Type	When to Use	Counts As
1 — BEST	LTXFER	Live Transfer	Homeowner qualified + engaged + closer available	Global sale + CALLS
2	APPT	Appointment	Same-day or next-day firm appointment booked	Global sale + CALLS
3	APPT	Appointment	Appointment within 7 days (specific date/time)	Global sale + CALLS
4	CALLBK	Callback	Specific callback to TRANSFER or SET APPOINTMENT	CALLS only
5	CBDAIL	Daily Rotation	"Whenever" — lead returns to next day's hopper	CALLS only
—	Other (DROP, NANS, etc.)	Non-sale	Document reason in Call Notes	Varies

📊 CALLS Counter Definition

CALLS = Final dispositions where selectable=Y AND human_answered=Y in native global/campaign status metadata. Includes: genuine conversations, voicemail, dead air, busy, disconnected, unanswered. Excludes: auto/system/queue drops, unselectable statuses. Resets at ViciDial server midnight.

Call Quality Scoring — Every Human-Connected Call Is Graded

Separate from Appointment Quality scoring. This evaluates YOUR execution on every call where a human answers.

Dimension	Weight	16-20 (Excellent)	11-15 (Good)	6-10 (Fair)	0-5 (Poor)
Intro/Permission	20%	Strong opening, clear purpose, consent obtained naturally	Good opening, gets permission	Rushed, mechanical, permission unclear	No intro, no permission, pushes
Language Fluency	20%	Native English/Spanish matching lead, zero accent bias	Fluent, matches lead language	Understandable but accent/grammar issues	Unintelligible, wrong language
Energy/Engagement	20%	Enthusiastic, present, builds rapport naturally	Good energy, engaged	Flat, robotic, reading script	Disengaged, monotone, distracted
Objection Handling	20%	Addresses concerns, pivots to value, never argues	Handles well, stays calm	Struggles, gets defensive	Ignores, argues, gives up
Closing/Resolution	20%	Reaches BEST available outcome (LTXFER→APPT→CB)	Gets appointment or callback	Weak close, misses opportunity	No close, wastes lead

🎯 Resolution Priority

Live Transfer (when closer available)
Same/Next Day Appointment
Appointment within 7 days
Callback specifically for transfer/appt

Key Rule: Do NOT penalize failed live transfer if no closer was available. Final disposition alone ≠ call performance.

📈 Scoring Flow

Automated via n8n pipeline:

Appointment booked → 5-min wait
ViciDial recording → Railway transcription (Whisper)
Claude Sonnet 4.6 scores via rubric
Results → Google Sheets + GHL custom fields

Daily Metrics — What Gets Measured Gets Managed

📊 Counters (Reset at Server Midnight)

Metric	Definition	Source
CALLS	Final dispositions: selectable=Y + human_answered=Y	ViciDial status metadata
APPT	Appointment dispositions (global sale)	ViciDial disposition
LTXFER	Live Transfer dispositions (global sale)	ViciDial disposition

⏱️ Talk Time = Paid Time

Authoritative definition: All ViciDial waiting time + all call-bridge (talk_sec) time.

✅ Human conversations
✅ Voicemail connections
✅ Dead air / open lines
✅ Busy / disconnected
✅ Unanswered rings
❌ Pause time
❌ Disposition/wrap-up time

📈 Conversion Rate Formula

Conversion % = (APPT + LTXFER) / CALLS × 100

Target: ≥2% (1 in 50 answered calls = qualified appointment/transfer)

Current Team Avg

1.8%

Target

2.0%+

Top Performer

4.2%

Standard Operating Procedures — Quick Reference

🚀 Session Start

Login → Verify campaign 11
Check Callback Alerts first
Click RESUME to start dialing
Headset test: RECORD on/off

📞 Per Call

LOAD NEXT → Wait "Lead loaded"
Review contact strip + solar data
Select script if needed
CALL LOADED (before connect!)
Engage, qualify, close

🔄 Transfer Protocol

Qualified + engaged + closer available
Verify lead email in strip
Click TRANSFER
Stay on PSTN until both on Meet
Mutual audio switchover

📅 Appointment Booking

Same/next day preferred
Specific date + time + timezone
Confirm both decision-makers
Use CRM / Appointment button
Disposition APPT

✏️ Data Hygiene

Update Contact for any field changes
Call Notes for call history only
Never mix Comments + Call Notes
Callback comments → Call Notes

🚪 Session End

Finish current call + disposition
Click LOG OUT (not browser close!)
Wait for "Logged out" confirmation
Beacon clears live_agents row

Module 6: Hands-On Lab — Sandbox Environment

🌐 Access

URL: https://vicidial-staging.workwithmagnetic.com/agc-next/vicidial.php

Credentials:

Field	Value
Phone Login	1999
Phone Password	1999
User Login	test_agent1
User Password	test123
Campaign	11

🎯 Test Leads (6 after hopper reset)

Lead ID	Name	List	Gender
1406581	Avery Bennett	199	U
1406582	Morgan Carter	199	M
1406583	Riley Donovan	199	U
1406584	Cameron Ellis	199	U
1406585	Jordan Foster	199	U
1406586	Jordan Demo	9002 (HOT)	U

🧪 Lab Exercises (30 min)

1. Full Flow
Login → Load Next → Call Loaded → Hang Up → Disposition APPT → Load Next

2. Call Notes
Take notes during call → Verify auto-save on disposition → Load Last → Confirm persistence

3. Update Contact
Edit phone, email, comments → Save → Verify strip refreshes

4. CRM Buttons
Click both CRM buttons → Verify GHL forms open with prefill

5. Script Selector
Switch between 3 scripts → Verify variable substitution

6. Callback
Set callback → Wait for alert → Load via Callback Alert → Disposition CBDAIL

7. Maps/Solar
Observe aerial view + solar metrics for each lead

8. Transfer Sim
Roleplay: Instructor acts as closer available → Practice TRANSFER flow

Module 7: Certification Quiz — Preview

30 questions total: 25 multiple choice + 5 scenario-based. Pass: ≥85% (25/30). Plus 5-min observed live call on sandbox.

📝 Sample Multiple Choice

What does the CALL LOADED button do?
A) Loads next lead B) Confirms lead loaded & starts timer C) Opens manual dial D) Starts recording
Which list ID indicates a HOT lead?
A) 199 B) 9002 C) 11 D) 1999
Where are Call Notes stored?
A) vicidial_list.comments B) vicidial_call_notes C) GHL custom field D) Browser localStorage
What is the authoritative talk time definition?
A) Login to logout B) Only live talk C) All waiting + bridge time D) Only disposition time
Which disposition is a global sale?
A) CALLBK B) CBDAIL C) LTXFER D) DROP

🎭 Sample Scenarios

Lead answers, says "I'm not interested." You hear they have a $300 bill. What do you do?
Objection handle → value build → ask for appointment/transfer
Call connects, no closer available. Lead qualified, wants specialist now. What disposition?
APPT (same/next day) → book via CRM button
Lead asks for callback "next Tuesday 3pm." How do you set it?
Set specific callback time → disposition CALLBK
Contact strip shows wrong phone number. How to fix?
Update Contact modal → edit phone → save → verify hot reload
You need to end your shift mid-call. Proper logout sequence?
Finish call → disposition → LOG OUT button → wait for confirmation

🎓 Certification Requirements

📝

Written Quiz

30 questions
≥85% (25/30) to pass

📞

Live Call Demo

5-minute observed call
on sandbox environment

🏆

Certified Agent

Badge issued
Quarterly recertification

Recertification Triggers

Quarterly (new features, rubric updates)
Major /agc-next workspace deployment
Performance review below floor
New campaign or script rollout

Resources & Support — You're Not Alone

💬 Real-Time Channels

Slack: #mag-call-center — alerts, questions, peer help
Roam: Call Center Alerts — automated notifications (appointments, scores, system)

📚 Reference Materials

This presentation (bookmark it!)
Agent Quick-Reference Card (1-page PDF)
Instructor Guide (detailed notes)
Sandbox Access Sheet

🔄 Ongoing Support

Bi-weekly 30-min refresher sessions (optional)
Workspace updates announced via Slack + email
Version badge in header shows current deploy

📈 Escalation Path

Team Lead → Scott (Call Center Manager)
→ Walt (VP Marketing)
→ Michael (CEO) for policy decisions

📧 Key Contacts

Support Email: support@workwithmagnetic.com (Magnetic Energy Support Team)
HR/Onboarding: Adriana (EA) + Ramon (Sales)

❓ Q&A Session

Now is the time for any questions about:

Workspace buttons, panels, or workflows
Live Transfer process or closer availability
Disposition hierarchy or scoring rubric
Pay structure or performance metrics
Sandbox access or lab exercises
Quiz format or certification process
Anything else!

No question too basic

Clarify now, not on a live call

Edge cases welcome

⚡

Welcome to the Team!

You're now equipped to succeed.

Every call is a chance to help a homeowner go solar.
Every button you master puts money in your pocket.
Every appointment you set grows Magnetic Energy.

Next Steps:

Complete the certification quiz
Schedule your live call demo
Join #mag-call-center on Slack
Bookmark the sandbox URL
Start dialing!

Let's make some appointments. 🚀

← → Arrow keys to navigate | Space for next

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Magnetic Energy Call Center Agent Training

/agc-next ViciDial Workspace — Complete Certification

Training Agenda — 4 Hours to Certification

📋 Module 1: Welcome & Purpose (15 min)

🖥️ Module 2: Workspace Walkthrough (30 min)

📞 Module 3: Call Flow Mastery (30 min)

☕ Break (15 min)

🚀 Module 4: Advanced Features (30 min)

📋 Module 5: SOPs & Quality (30 min)

🧪 Module 6: Hands-On Lab (30 min)

☕ Break (15 min)

✅ Module 7: Certification Quiz (30 min)

Module 1: The "Why" — Your Purpose

🎯 Mission

👤 Your Role: Appointment Setter

💰 Pay Structure (Proposed)

📊 Performance Floor

🏆 Category System

Module 2: Workspace Architecture Overview

Header Bar — Your Command Center

🏷️ Brand Section

📡 Live State Banner

⏱️ Call Timer

👤 Agent Meta

🕐 Contact Local Clock

Call Control Bar — 11 Buttons, Master Them All

⚠️ Golden Rule: CALL LOADED Timing

Contact Strip — 8 Fields, 2×4 Grid, All Lead Intel at a Glance

Row 1 — Primary Identity

Row 2 — Demographics

🔥 Hot Lead Indicator

Action Rail — Your Primary Controls (Left Panel)

📅 CRM / Appointment

👥 CRM / Staff Select

⏰ Callback Alerts

🔥 Hot Lead Indicator

✏️ Update Contact

Script Panel — Live Guidance, Every Call

📋 Campaign Default Script

🔽 Script Selector Dropdown

💡 Variable Substitution Map

📝 CRM Message Area

Call Notes — Persistent, Timestamped, Append-Only History

🔑 Key Principles

💾 Save Behavior

📖 Reading Notes

Maps & Solar Intelligence — See the Roof Before You Pitch

🗺️ Aerial Roof Preview (Google Maps Static API)

☀️ Solar Potential (Google Solar buildingInsights)

💡 Talk Track Integration

Live Transfer — The Gold Standard Resolution

🎯 When to Transfer

⚙️ How It Works

👥 Closer Roster (Dynamic)

📋 Lead Email Critical

🔊 Audio Protocol

Callbacks — Never Miss a Follow-Up

⏰ Due Callback Alert

🔄 Daily Rotation Option

📝 Callback Comments

🎯 SOP: Callback Discipline

Update Contact Modal — Edit Lead Data Safely

📋 Editable Fields

⚡ Hot Reload

🔒 Decoupled from Call Notes

✅ Save Action

Module 3: Complete Call Flow — Start to Finish

Disposition Hierarchy — Always Aim for the Top

📊 CALLS Counter Definition

Call Quality Scoring — Every Human-Connected Call Is Graded

🎯 Resolution Priority

📈 Scoring Flow

Daily Metrics — What Gets Measured Gets Managed

📊 Counters (Reset at Server Midnight)

⏱️ Talk Time = Paid Time

📈 Conversion Rate Formula

Standard Operating Procedures — Quick Reference

🚀 Session Start

📞 Per Call

🔄 Transfer Protocol