Commonly there are two causes of this issue, either the user has not actually completed the course, e.g. they did not watch every video to the end, or did not view every page/popup, or there was a communication error between the course and the LMS. There is a common misconception that if a user completes an assessment at the end of a course then they have completed the course. In many cases (based on the design of the course) this is not the case, as often the course will not set itself to complete until all pages are complete.
You can choose to override the status of the course to completed/in progress. If you update the course to in progress it will have no impact on the resume behaviour of the course. If you update the course to completed then the course will display as completed with the relevant score in system reports and in the learner portal. You may choose to accept what the user tells you is the correct state and score, or you may choose to require the user to provide evidence. This decision should be based on your business needs. The action steps listed below assume that you have decided to override the user’s state. You should amend this procedure based on your business needs.
1. SCRIPT: There are two common causes of this issue, sometimes users
believe they have finished a course when it is not actually complete, and
sometimes it is possible that the course did not track your progress
correctly. This normally happens if you lose internet connectivity part way
through a course.
2. Can you tell me if you re-launch the course does it resume at the page you
left off from, or does it resume to the start?
a. If course has an assessment what score did you achieve?
3. ACTION: If the user states that the course resumes from the page they left
off then most likely they have not completed the course, but the course did
a. SCRIPT: That implies that the course has tracked properly, and
suggests there may be some content in the course that you have
missed. Can you run through the course again and ensure that you
watch any videos all the way to the end, and ensure you do not miss any
pages, and you view all content on the pages you visit?
b. ACTION: If the user states they have definitely complete the course
then escalate to the content owner. If you want to override the user’s
status complete the steps detailed below.
4. ACTION: If the user states that the course resumes from the start:
a. SCRIPT: This might imply that there was a connection error with the
course. Unfortunately I am unable to change the resume behaviour of
the course, but I can update your status.
b. ACTION: In the users pane, in the Search box, type the users full
name, and then click the magnifying glass icon.
c. In the results pane, click the users full name. If there are multiple
results then you can use other criteria in the Search box to identify the
e.g. you could use the user’s email address as a search criteria.
d. In the SECTIONS pane, click Content.
e. Locate the course that the user stated they completed. You can use the
search of filters to make locating the content easier. When you have
located the piece of content, click that item.
f. In the dialog, in the STATUS list, click Completed/Viewed, in the
COMPLETION DATE dialog choose the date when the user completed
the course, in the SCORE box type the user’s score, and then click Save.
g. ACTION: If the user feels this behaviour is incorrect then escalate to the
h. SCRIPT: I have updated your status.