Team Library folders help managers and admins organize calls that agents can use for Role Play practice. After you create a folder, you can add specific calls to it from the Calls page.
The embedded video below shows the folder setup and call-add process.
Create a Team Library folder
1. Open the Roleplay section in the left navigation.
2. Select Team Library.
3. Click Create Folder.
4. Add the folder details, then click Save.
After the folder is saved, it appears in the Team Library and can be edited or used to store practice calls.
Add a call to the folder
1. Go to the Calls page.
2. Adjust the date filter if needed. For example, choose All Time if you want to search older calls.
3. Open the call you want your team to practice.
4. Click the three-dot menu.
5. Select Add to Roleplay Team Library.
6. Choose the folder where the call should go.
7. Click Save.
What happens next
The call is added to the selected Team Library folder. Agents can open that folder, choose the call, and start a Role Play session from it.
Tips
- Create folders around specific skills, scenarios, teams, or coaching themes.
- Use the Calls page filters to find the right examples before adding them.
- If you add a call to the wrong folder, edit the Team Library folder or re-add the call to the correct one.