Customer Service Command Center

Find the learner, see the issue, and take action quickly.

CWT staff can review account access, profile changes, linked learner identities, purchase details, registration seat status, course progress, certificate records, support history, communication logs, and audit activity from one internal view.

Search Learners Open Support Queue Review Overrides Create Support Note

Account Active

Learner account is active and connected to a team purchase.

Training 41%

Current course progress inside Washington CESCL Training.

Access 3 days

Course access expires soon and may need review.

Support 1 open

Active support note waiting for staff follow-up.

Learner Account Snapshot

Open learner profile

Jamie Morgan jamie.morgan@acmepublicworks.gov Acme Public Works · Team Lead: Dana Parker Last activity: Today at 9:42 AM

In Progress Access: 3 days left

Registration Assigned and started

Seat status Locked to learner

Current course Washington CESCL

Started June 16, 2026

Certificate Not issued yet

Team purchase Spring 2026 order group

Course Progress View

Open progress details

Washington CESCL Certification Training Now Learning: Construction Stormwater Permit Requirements

41%

In Progress

Lesson Checkpoint Knowledge Check not yet submitted. Learner watched most recent training video.

Next Step

Final Exam Locked until remaining lessons and checkpoints are complete.

Not Ready

Registration & Seat Status

View team seats

Seat assigned and started This registration was assigned to Jamie and course activity has started, so the seat is consumed and cannot return to the available pool.

Started Seat locked

30-day start window no longer applies The 30-day unused-seat return rule only applies when a learner has been assigned but has not started the course.

Team inventory impact Acme Public Works has 12 Washington CESCL seats left to assign after this registration.

Support Actions

Show all

Extend access Adjust course access when approved by CWT policy.

Review

Resend invite Send learner access email again if they cannot find it.

Resend

Reset password Help learner regain account access.

Start

Create note Add internal support details for future staff reference.

Add Note

Update profile Change learner email or company and prepare credential sync.

Review

Link records Connect previous email, company, or certificate history to this learner.

Match

Support History

View full history

Access question opened Today · Learner asked if access could be extended because only 3 days remain.

Invite resent June 16, 2026 · CWT resent learner access email.

Course started June 16, 2026 · Seat became locked to the learner after course activity began.

Escalation Flag

Assign

No developer escalation needed This appears to be a customer service/access timing question, not a technical issue.

CWT Support

Learner Identity & Credential Continuity

Update profile

Current learner profile

Primary email jamie.morgan@acmepublicworks.gov

Current company Acme Public Works

Learner ID CWT-LRN-004917

Linked identity history

Previous email jmorgan@cascadecontracting.com

Previous company Cascade Contracting

Credential match 2 historical records connected

Verify Confirm the learner Match name, prior email, company history, certificate ID, or order record.

Update Edit profile details Update email, company, title, or linked identity information in CWT.

Sync Push to credentials Send approved profile changes to certificate records and Accredible where supported.

Connect Preserve training history Keep past certifications connected even when learners change employers or emails.

Update Email / Company Link Previous Record Sync Credential Profile

Order / Purchase Details

Open order record

Order ID SHOP-10482

Purchaser Dana Parker

Organization Acme Public Works

Purchase Date May 28, 2026

Course Purchased Washington CESCL Certification Training

Seat Source Spring 2026 order group

Seats Purchased 40

Seats Assigned 28

Seats Remaining 12

Why this matters for support When an employer asks how many seats they bought, who they assigned them to, or why a learner has access, CWT staff can trace the learner back to the purchase record and seat inventory.

Audit Trail

View all activity

Today
11:06 AM

Profile update requested Staff started review to update learner email/company and connect previous credential history.

Identity

Today
10:18 AM

Support note added Robin marked access extension request for review because learner has 3 days left.

Staff

June 16
9:43 AM

Course activity started Seat changed from assigned to started. Registration is now locked to learner.

System

June 16
9:40 AM

Invite resent CWT resent the learner access email after employer reported learner did not receive it.

Support

June 12
2:14 PM

Seat assigned Dana Parker assigned one Washington CESCL registration to Jamie Morgan.

Team Lead

Communication Log

View messages

Access email sent June 12, 2026 · Sent to jamie.morgan@acmepublicworks.gov

Delivered

Invite resent June 16, 2026 · Resent by CWT support after employer request

Resent

Access expiration reminder Scheduled · Reminder will go to learner and team lead before access ends

Scheduled

Staff Permission Levels

View permissions

Resend invite / reset password Available to customer service staff.

Allowed

Extend course access Requires manager approval before change is applied.

Approval

Update certificate profile Email/company changes that affect credentials require verified identity match.

Verification

Return a started seat Blocked because started seats are locked and consumed.

Blocked

Manual Override Queue

Review requests

Access extension requested Jamie has 3 days left. Staff can request approval to extend access based on CWT policy.

Request Approval Add Note

Credential profile sync requested Email and company change should be verified before syncing to certificate records and Accredible.

Verify Match Add Note

Started seat return blocked The learner has started the course, so the registration cannot be returned to inventory.

Protected

Certificate Status No certificate has been issued yet because the course is still in progress.

Check Certificate

Accredible Status Credential will be issued after course completion and final exam requirements are met.

Open Credential Tools

Training Record Open the learner’s Training Record to review completed training, PDH, and renewal details.

Open Record

Internal note: protect seats once learning begins. Assigned seats can return to the available pool only when the learner never starts within the 30-day window. Once the learner starts, CWT staff and team leads should treat that registration as consumed.

Create Staff Note Escalate Issue