This outlines the step-by-step procedure for accessing and utilizing the Role Play feature in the platform. It is designed to help team members enhance their call handling skills by practicing real scenarios and improving based on system-generated suggestions.
Role Play In-Depth Walk Through
1. Accessing Role Play
a. Users can find the Role Play button in two primary locations:
In the Main Navigation Panel on the left-hand side of the platform.
At the top of an individual call screen during call review.
b. These buttons allow users to quickly initiate a role play session based on real past calls.
2. Selecting a Call for Role Play
a. Navigate to the Call Review section and open a recorded call.
b. Review the call rating (e.g., three-star) to identify areas for improvement.
c. Examine system-provided suggestions related to tone, phrasing, or structure.
3. Launching Role Play
a. Click the Role Play button after opening the desired call and click ‘Start Role Play’.
b. A simulated role play session will launch using data from the selected call.
c. This simulation is based on real call parameters (e.g., lead type, customer intent).
4. Practicing with Realistic Scenarios
a. Each role play session will mimic an actual customer interaction.
b. Key scenario details may include:
Buyer profile (e.g., first-time homebuyer)
Property preferences (e.g., 3–4 bedroom homes)
Inquiry type (e.g., home search lead)
Check this video for reference: https://www.loom.com/share/c0dc5e97dbe04f16bd296f757bbc87e5?t=64&sid=db95575d-6332-4a43-92ba-998a15ded811
5. Utilizing Pause and Coaching Features
During the role play session:
You can pause the simulation at any time to review specific coaching suggestions.
For example, if the system identifies that the customer expressed uncertainty, you can view the exact suggested response and then resume to try it out live.
Check this video for reference: https://www.loom.com/share/c0dc5e97dbe04f16bd296f757bbc87e5?t=153&sid=a2dc229c-1792-4f6c-a8c2-035b01d466d0
6. Ending Role Play and Reviewing Sessions
Once done, click ‘End Role Play’ and ‘Submit’.
A list of Role Plays will appear where you can:
Review the call.
Compare original vs. roleplayed calls.
Track improvement (e.g., from “appointment not set” to “appointment set”).
7. Sharing Role Play Sessions
If you are a team lead, admin, or sales manager:
You can copy the Role Play link and share it via Slack or internal documentation.
This is ideal for group training, onboarding, or coaching competitions.
Role Play sessions can be added to your SOP library for reuse.
8. Implementing Suggestions
a. Use the practice session to apply feedback received in the call review.
b. Focus areas may include improving tone, clarifying responses, or using suggested phrasing.
c. Repeat sessions to refine delivery and gain confidence.
9. Tips for Effective Role Play
Use this tool regularly for ongoing skill development.
Track personal progress by reviewing call ratings over time.
Pair up with peers or supervisors for live coaching sessions.
10. Troubleshooting & Support
Issue | Resolution |
Role Play button not visible | Refresh the page or verify call selection |
Scenario not loading | Check internet connection or restart the browser |
No suggestions appearing | Ensure the call was rated and fully analyzed |