Watch the embedded replay above for a full walkthrough of how agents can use Shilo for call coaching and practice.
What this replay covers
This training explains how Shilo helps agents improve live phone conversations by analyzing call recordings, giving each call a 1-5 star rating, and turning coaching feedback into practical role play.
Use this replay if you want to understand:
What Shilo is listening for on calls
How the star rating system works
Where to review your calls, insights, and recommendations
How to use role play to practice real call scenarios
How Shilo helps with call coaching
Shilo reviews call recordings from your CRM and gives agents clear, actionable feedback. The goal is to help you improve the quality of your conversations, set more appointments, and move more leads through the pipeline.
Think of Shilo like a coach. It shows where you are now, points out where you are strong, highlights what needs work, and gives you ways to practice.
What Shilo looks for in a strong call
Shilo's star rating is based on many call details, but the training highlights three main areas every strong call should include:
Inspire confidence: Build trust so the person feels comfortable moving forward.
Handle objections clearly: Answer questions simply and avoid jargon.
Maintain sales momentum: Set a clear next step on the calendar before the call ends.
A 1-2 star call may be missing one or more of those core areas. A 3-star call is solid and covers the basics. A 4-star call adds more detail and stronger execution. A 5-star call is excellent and includes the soft skills that make the conversation feel polished, confident, and easy to follow.
The weekly coaching loop: Rating, Review, Recommendations, Role Play
The replay walks through a simple improvement loop agents can use each week.
1. Rating
Start on your agent overview and look at your average star rating. This gives you a quick sense of how your recent calls are trending.
2. Review
Open Shilo Insights to review your top moments and top possible improvements from recent calls. Insights can summarize patterns across the last 30 days, so you do not have to inspect every call manually.
If you close the Insights panel and need to find it again, go to the Coaching tab to see your latest insights.
3. Recommendations
Go to the Signals tab and open Recommendations. This section gives higher-level coaching based on your calls and your communication profile. You need at least 10 calls in Shilo before this section can generate useful recommendations.
4. Role Play
Use role play to practice the calls and scenarios where you have the biggest opportunity to improve. You can start role play from suggested insights, an individual call page, the Role Plays section, or the Team Library.
How role play works
When you start a role play, Shilo creates a practice version of a real call scenario. Your goal is to improve the conversation and work toward a 5-star version of the call.
Before starting, review the call overview, agent coaching, transcript, and original recording if needed. Then choose a voice and start the role play.
During the role play, you can pause for a few minutes if you need to check the coaching notes. When you are finished, you can submit the role play to receive a new rating and updated coaching feedback, or delete it if you do not want to keep that attempt.
After submitting, the result appears in your Role Plays section. You can compare the original call rating, the new role play rating, and the coaching feedback based on your practice attempt.
Best way to use this training
Come back to this replay when you need a refresher on the agent workflow. For regular practice, follow the same weekly rhythm: check your rating, review your insights, read your recommendations, and complete role plays based on real call scenarios.