Creating a Simulation

Prerequisites to creating a simulation:

• Admin or evaluator role

• At least one scorecard created

• Optional: Knowledge base articles and example tickets

To create a simulation, select the tab Simulations > Create new simulation and fill out the card with the fields below:

Channel

• Chat:

  • Text-based customer conversations

  • Similar to live chat or messaging support

  • Customer sends messages; learner responds in real-time

  • Typically 8-12 message exchanges

• Voice: Realistic phone call scenarios

  • Two call types:

    • Inbound: Customer calls agent (agent speaks first)

    • Outbound: Agent calls customer (customer speaks first)

  • Real-time voice interaction using speech-to-text

  • Duration: typically 5-10 minutes

• Email: Email-based customer support practice

  • Email-based customer support practice

  • Exchange of formal email messages

  • Tests written communication and thoroughness

  • Multiple email exchanges over "time"

Language

• English

• French

• If you need to support more languages, please contact [email protected].

Scorecard

• defines the criteria your assignees will be evaluated on

Instructions - this will provide your assignee context before beginning the simulation. this is where you should put the objective for your assignee (what you want them to get out of this, how they can improve, etc).

Context for AI

This section defines how AI will create the simulation.

Example tickets

If there is a ticket you’d like to use as an example for the AI, you will need to bookmark it for it to show up as an option here. You can use a maximum of 20 tickets as examples.

Knowledge base articles

Scenario

Describe the scenario for your simulation here by filling out the template, or use auto-generate to generate a scenario with AI.

AI Persona

Describe how you want the AI to respond to your reviewee during your simulation here by filling out the template.

The simulation will take a few minutes to create.

After creating the simulation, you will be able to test it in the Playground tab. You can also modify the simulation in Settings before you assign it to someone.