Course Enrolment Management: Admin Guide

This guide helps admins manage course enrolments effectively, handle common scenarios like missed deadlines and failed assessments, and support learners throughout their learning journey.

Table of Contents

1. Understanding Course Enrolment Statuses

2. When Users Miss the Due Date

3. When Users Fail a Course Assessment

4. Sending Reminders to Learners

5. Restarting Enrolments

6. Extending Due Dates

7. Editing Start Dates

8. Tracking Progress

9. Troubleshooting Common Issues

Quick Reference Guide

Common Admin Actions

Understanding Course Enrolment Statuses

Each enrolment shows a single Status chip in the Status column. The possible statuses are:

Completed

• User has finished 100% of the course content

• Completion date is recorded

• If a Pass Score is set, the user met or exceeded it (otherwise the status shows as Failed)

Failed

• Only shown when the course has a Pass Score set

• User completed 100% of the course but did not meet the required Pass Score

• The learner has also used all their available quiz re-attempts - while retries remain, the status shows Retaking quizzes instead

• No certificate is awarded

• Shown as a red chip

In Progress

• User has started the course (progress > 0%)

• Course is still within the due date window

• User is actively learning

Not Started

• User enrolled but never accessed the course

• Progress is 0%

Overdue

• User did not complete the course before the due date

• Progress is less than 100% and the due date has passed

• The user can still access and complete the course if course settings allow access after the due date

Retaking quizzes

• Learner has completed all course content but has not yet met the Pass Score

• They are using their remaining quiz attempts to reach the required score

• No admin action is needed — the system is handling it

Scheduled

• Course start date is in the future

• User cannot access course content yet

• Shows on the user's dashboard as "Coming Soon"

When Users Miss the Due Date

Scenario

A learner was enrolled in a course with a due date of March 15th. It's now March 20th and they haven't completed the course.

What Happens Automatically

• User status changes to Overdue

• Course still appears on user's dashboard

• User can still access and complete the course, if the course settings allow access after due date. Please check course settings

• No automatic restrictions applied

What You Can Do

Option 1: Extend the Due Date

When to use: User needs more time but you want to maintain the original enrolment. This also helps user retain the progress that they have maintained till now.

How to do it:

1. Go to the course enrolments page

2. Find the user in the enrolment list OR simply filter the enrolments by selecting Overdue from the Enrolment Status filter

3. Select the user(s) who need extensions

4. Click the actions menu (•••) → "Extend due date"

5. Choose the new due date

6. Click "Update Due Date"

What happens:

• Due date is updated immediately

• User's status changes from Overdue to In Progress (if new date is in future)

• User receives no notification (silent update)

• User continues from where they left off

Best Practice:

• Extend in batches if multiple users need same extension

• Set realistic new deadlines

• Consider team-wide extensions for holidays or busy periods

Option 2: Restart the Enrolment

When to use: You want to give the user a fresh start with a new timeline.

How to do it:

1. Select the user's enrolment

2. Click actions menu → "Restart enrolment"

3. Set new start date and due date

4. (Optional) Add sponsor name if different

5. Click "Re-enrol"

What happens:

• User's progress resets to 0%

• Previous completion data is archived( can be seen in learning records )

• User gets new enrolment with fresh dates

• User receives enrolment notification email

Warning: This erases all previous progress. Use only when starting completely fresh.

Option 3: Send a Reminder

When to use: User is close to completion and users can access course after due date, check course settings. All they need is just a nudge!

How to do it:

1. Select the user(s)

2. Click "Send reminder" button

3. Customize subject and message if needed

4. Click "Send Reminder"

Default message:

"Hi, this is a gentle reminder to complete your course."

What happens:

• User receives an email reminder

• Email includes link to course

• User's enrolment status unchanged

• Reminder is logged in system

When Users Fail a Course Assessment

Scenario

A user completed a course but scored 60% on the assessment. The pass score is 70%. They failed.

What You See

• Enrolment status: Failed (red chip)

• Progress: 100%

• Quiz Score: 60%

Note: The "Failed" status only appears when the course has a Pass Score set. Without a Pass Score, a 100% complete enrolment simply shows as Completed.

Note: If re-attempts are enabled and the learner still has quiz retries left, the status shows Retaking quizzes (amber) rather than Failed until all attempts are used. No admin action is needed while it does.

What the User Sees

• The course Score tab shows their total Score and a "Not Passed" result

• No certificate available

• May see a "Retake Assessment" option (if re-attempts are enabled)

What You Can Do

Option 1: Allow Re-attempts (Recommended)

When a course has a Pass Score set, the "Allow re-attempts for quizzes and assessments" setting is enabled by default, giving learners more than one attempt to reach the Pass Score.

If re-attempts are enabled:

1. Learners can retake the assessment themselves

2. No admin action needed

3. Their result updates automatically once they pass

How to check or change the re-attempts setting:

1. Go to Course Settings

2. Find Enable Pass Score

3. Under it, check "Allow re-attempts for quizzes and assessments" and set the number of attempts allowed (we recommend 2–3)

4. Save settings

For more detail, see Quizzes Re-take.

Option 2: Restart the Enrolment

When to use: User has used all their attempts, or wants to retake the entire course from scratch.

How to do it:

1. Select the user's enrolment

2. Click "Restart enrolment"

3. Set new dates

4. Click "Re-enrol"

What happens:

• Progress resets to 0%

• Assessment score cleared

• User starts course from beginning

• Fresh attempt at certification

Use case: User forgot most content and wants to relearn before retaking assessment.

Sending Reminders to Learners

From Course Enrolments Page

Who can send: Admins and Team Managers

When to send:

• Users approaching due date

• Users with low progress

• Users who haven't started

• Post-deadline encouragement

Tips for sending reminders

For users approaching deadline: Filter by Enrolment Status = In Progress

Subject: [Course Name] - Due in 3 Days Hi there, Just a friendly reminder that your [Course Name] course is due on [Date]. You're currently at [X]% progress - you're almost there! Click below to continue learning: [Course Link] Best regards, [Your Team]

For users who haven't started: Filter by Enrolment Status = Not Started

Subject: Get Started with [Course Name] Hi [Name], We noticed you haven't started the [Course Name] course yet. It's a great resource for [benefit/skill]. The course takes approximately [duration] to complete and is due on [Date]. Start learning today: [Course Link] Need help? Reply to this email.

For post-deadline encouragement: Filter by Enrolment Status = Overdue

Subject: Complete [Course Name] at Your Own Pace Hi [Name], We noticed the original due date for [Course Name] has passed, but don't worry! You can still complete the course and earn your certificate. Your current progress: [X]% Continue learning: [Course Link] Questions? We're here to help!

Important Notes

• ✅ Only users with progress < 100% receive reminders

• ✅ Reminders sent to both registered users and invited emails

• ✅ Reminders are logged in system

• ✅ No automatic follow-ups (you must send manually)

• ❌ Cannot schedule reminders (send immediately only)

• ❌ Cannot attach files to reminders

Restarting Course Enrolments

When to Restart

Good reasons:

• User wants to refresh knowledge and start over

• User failed assessment and has used all their re-attempts

• Course content was significantly updated

• User's role changed and needs different focus

• Previous enrolment had wrong settings (sponsor, dates)

Don't restart if:

• User just needs more time OR has missed the deadline(extend due date instead)

• User only needs to retake the assessment and still has re-attempts available (enable re-attempts from course settings)

How to Restart

For single user:

1. Select user's enrolment

2. Click "Restart enrolment"

3. Configure new enrolment:

4. Start Date: When course becomes available

5. Due Date: When course must be completed

6. Sponsor Name: (Optional) Who sponsored the training

7. Sponsor Function: (Optional) Sponsor's role

8. Click "Re-enrol"

For multiple users:

1. Select all enrolments to restart

2. Click "Restart enrolment"

3. All selected users get same settings

4. Click "Re-enrol"

What Happens When You Restart

Immediate effects:

• Old enrolment marked as inactive

• New enrolment created with status Scheduled or In Progress

• User's previous progress archived (not deleted)

• User receives new enrolment email

User experience:

• Course appears as new enrolment

• Progress shows 0%

• Previous completion not visible

• Fresh start on assessments

Data retention:

• Old enrolment data preserved in Learning Records »5Mins Courses page

• Progress history maintained for reports

Restart vs. Extend Due Date

Extending Due Dates

When to Extend

Common scenarios:

• User requests extension

• Team-wide deadline adjustment

• Unexpected circumstances (illness, emergency)

• Holiday periods

• Technical issues prevented access

How to Extend

Single user:

1. Find user's enrolment

2. Click "Extend due date"

3. Select new due date (must be today or future)

4. Click "Update Due Date"

Multiple users:

1. Use filters to find users needing extension

2. Select all relevant enrolments

3. Click "Extend due date"

4. Choose new date (applies to all)

5. Click "Update Due Date"

Extension Best Practices

Set realistic deadlines:

• Add enough time for user to complete

• Consider user's workload

• Account for upcoming holidays

Bulk extensions:

• Filter by team for team-wide extensions

• Filter by Enrolment Status (Overdue) for late completions

• Use "Select All" for entire cohort

Communication:

• Extend date doesn't notify user

• Send separate reminder if user needs to know

• Document reason in internal notes

Policy recommendations:

• Standard extension: +7 days

• Extended extension: +14 days

• Maximum extensions: +30 days

• Require manager approval for >14 days

What Changes When You Extend

Immediate effects:

• End date updated to new date

• Status may change from Overdue to In Progress

• User can continue learning

• No progress lost

What doesn't change:

• Start date remains same

• Progress percentage unchanged

• Sponsor information preserved

• Original enrolment date maintained

Editing Start Dates

When to Edit Start Date

Common scenarios:

• Course scheduled for future but user ready now

• Team onboarding date changed

• Cohort start date needs adjustment

• Mistaken enrolment date

How to Edit Start Date

For Scheduled enrolments only:

1. Find enrolment with Scheduled status

2. Click actions menu → "Edit start date"

3. Choose new start date

4. Click "Update Start Date"

Important limitations:

• Only available for Scheduled status

• Cannot edit start date for In Progress courses

• Cannot edit start date for Completed courses

What Happens When You Edit

If moving to earlier date:

• Course becomes available immediately (if date is today or past)

• User can start learning right away

• Enrolment notification may be sent

If moving to later date:

• Course remains locked until new date

• User sees updated "Available on [date]"

• Status remains Scheduled

Bulk editing:

• Select multiple Scheduled enrolments

• Edit start date applies to all

• Useful for cohort management

Tracking Progress

Progress Overview

Where to see progress:

• Course enrolments table (Progress column)

• Individual enrolment details

• Progress reports

• Team course tracker

Progress Breakdown

Completed Percentage: Overall course completion is a factor of progress in these learning objects

• Lessons

• Assessments

• Situational Tests

Learning Objects percentages:

• Lesson Percentage: % of lessons completed

• Pre-Case Study Percentage: Pre-work completion

• Case Study Percentage: Case study completion

• Assessment Percentage: Assessment score/completion

• Certificate Percentage: Certification earned

Understanding Progress Statuses

0% Progress - Not Started:

• User never accessed course

• No lessons watched

• No activity recorded

1-99% Progress - In Progress:

• User actively learning

• May have paused

• Still working through content

100% Progress - Completed:

• All required content finished

• If a Pass Score is set, the status shows Completed when the user met it, Retaking quizzes if they have not met it yet but still have quiz retries left, or Failed once all retries are used

Progress Doesn't Match Expectations?

User says they completed but shows incomplete:

1. Check if all lessons were watched

2. Verify that all assessments were submitted

3. Check for technical issues (video buffering)

4. Look at individual lesson completion in details

Progress stuck at certain %:

1. Identify which component is incomplete

2. Check for locked content (failed prerequisites)

3. Verify assessment requirements

4. Look for required case studies

Progress showing 100% but no certificate:

1. Check whether the enrolment status shows Failed (Pass Score not met)

2. Verify pass score met

3. Confirm certificate enabled for course

4. Check if a retake is in progress (overwrites completion)

Troubleshooting Common Issues

Issue: User Can't Access Course

Possible causes:

1. Start date is in the future (status: Scheduled)

2. User was unenrolled (inactive enrolment)

3. User account is inactive

4. User is on wrong team/tenant

How to fix:

1. Check enrolment status - should be active

2. Verify start date is today or past

3. Confirm user account status is ACTIVE

4. Check user is in correct team/tenant

5. If needed, create new enrolment

Issue: Reminder Not Received

Possible causes:

1. Email went to spam

2. User email incorrect

3. Reminder only sent to incomplete users

4. Email service delay

How to fix:

1. Verify user email address is correct

2. Check user progress (100% = no reminder sent)

3. Ask user to check spam folder

4. Resend reminder manually

5. Verify email delivery in system logs

Issue: Can't Extend Due Date

Possible causes:

1. New date is in the past

2. Enrolment is inactive

3. User already completed

How to fix:

1. Choose date that is today or in future

2. Check enrolment is active

3. If completed, no need to extend (already done)

Issue: Progress Not Updating

Possible causes:

1. User using old browser/cache

2. Sync delay (rare)

3. Video didn't fully load

4. Assessment not submitted

How to fix:

1. Ask user to refresh page (Ctrl+F5)

2. Wait 5 minutes and check again

3. Verify video watched to end

4. Confirm assessment was submitted

5. Contact technical support if persists

Issue: Can't Restart Enrolment

Possible causes:

1. Enrolment already inactive

2. Missing required fields

3. Insufficient permissions

How to fix:

1. Verify enrolment is active first

2. Ensure start/due dates are set

3. Confirm you have admin/manager role

4. Try refreshing page

Issue: User Failed But Shows Passed

Possible causes:

1. Pass score was lowered after attempt

2. Manual override applied

3. Display cache issue

How to fix:

1. Check course settings for current pass score

2. Verify quiz score vs. pass score

3. Refresh page

4. Check enrolment history for changes

Best Practices

Proactive Course Management

Weekly Tasks:

• Review enrolments due in next 7 days

• Send reminders to users under 50% progress

• Check for users who haven't started

• Follow up on failed assessments

Monthly Tasks:

• Review Overdue enrolments and take action

• Analyze completion rates

• Identify patterns in failures

• Update reminder templates based on feedback

Communication Guidelines

When to send reminders:

• 7 days before due date

• 3 days before due date

• On due date (if not completed)

• 3 days after due date (encouragement)

How often to remind:

• Maximum 1 reminder per 3 days

• Total maximum 4 reminders per enrolment

• Stop if user reaches 100%

What to include:

• Clear subject line

• Current progress status

• Due date (if applicable)

• Direct link to course

• Offer of support

Video Tutorials

• Managing Course Enrolments (5 min)

• Sending Effective Reminders (3 min)

• Handling Failed Assessments (4 min)

Support

• Email: support@5mins.ai

• In-app chat: Click the chat icon

Glossary

Active Enrolment: Enrolment that gives user access to course

Assessment: Quiz or test at end of course (may be required for certification)

Certificate: Downloadable proof of completion (requires passing assessment)

Cohort: Group of users enrolled together with same dates

Due Date (End Date): Deadline for course completion

Enrolment: Assignment of user to a course

Inactive Enrolment: Unenrolled or archived enrolment (user has no access)

Invited Email: User enrolled via email but hasn't registered yet

Pass Score: Minimum assessment score required to pass

Progress: Percentage of course completed

Recurrence: Automatic re-enrolment on schedule (weekly, monthly, etc.)

Restart: Create fresh enrolment, resetting all progress

Scheduled Enrolment: Enrolment with future start date

Sponsor: Person who assigned/recommended the training

Start Date: When course becomes available to user

Reminder Template Library

Approaching Deadline:

Subject: [Course] - 3 Days Left! Hi [Name], your [Course] is due in 3 days. You're at [X]% - almost there! [Link]

Overdue:

Subject: Complete [Course] Today Hi [Name], [Course] was due on [Date]. You can still complete it! Current progress: [X]%. [Link]

Not Started:

Subject: Start [Course] Today Hi [Name], you're enrolled in [Course] but haven't started yet. Due: [Date]. Get started: [Link]

Encouragement:

Subject: You're Halfway There! Great progress on [Course], [Name]! You're at [X]%. Keep going to earn your certificate! [Link]