Troubleshoot your custom agent to ensure it provides accurate, cited responses to your workforce so you can successfully deflect repetitive questions. Troubleshooting custom LMS agents requires Super Admin permissions.
NOTE
The core platform and the learning management system do not share workspaces, meaning you must troubleshoot the agent in the specific platform where it was built.
Check learner course permissions
The system automatically disables knowledge assets to protect your data if an assigned learner doesn’t have permission to view learning content. This applies specifically to custom agents built within the learning management system.
For example, if you build a coaching agent using a "Manager Basics" course with inherited access, an employee must be officially enrolled in "Manager Basics" to receive answers from it. If an employee reports the agent is refusing to answer their question, see if the learning object is set to Open Access in your knowledge library or check their direct access to the learning object for Inherited Access.
Review file formats and image descriptions
The agent relies entirely on readable text and cannot see images or process unsupported file types. If your agent gives incomplete answers regarding a specific training module, verify that your SCORM files include clear text descriptions for all visual charts and graphs. Also verify that you have not accidentally uploaded an AICC file, which the platform cannot process and will generate an immediate error.
Wait for document processing
The AI needs time to read and index complex files before it can generate answers. If you just uploaded a massive new employee handbook, the agent typically takes 10 to 15 minutes to process the text. Dense files can take up to an hour to process completely.
Allow the system adequate time to map the definitions before testing the agent's knowledge.
Still need help?
Submit a ticket to our support team with a screenshot of the issue and steps you’ve taken to troubleshoot the issue.
Comments
Please sign in to leave a comment.