Agent readiness

Choose one opportunity worth assessing.

An opportunity is a recurring piece of work where an agent might take on a defined role. This tool assesses one opportunity at a time. If several are competing for attention, consider these four signals in order to decide which one to assess first.

1. 01

   Volume

   Start with how often the work happens or how many cases it affects.

2. 02

   Repetition

   Then ask whether people follow similar steps toward a similar result.

3. 03

   Business impact

   Then estimate whether improving it could lower costs, free staff time, reduce risk, or support growth.

4. 04

   Data availability

   Finally, check whether the inputs are accessible and past examples show what good work looks like.

Keep that same opportunity in mind as you answer. The questions test whether the work is worth pursuing, how much responsibility the agent should carry, and whether your organization can check, stop, and support it. The result recommends one of five levels and identifies the main constraint on the agent taking on more.