Role Play FAQ's

1. Open the call or suggested scenario you want to practice.

2. Review the call overview, agent coaching, transcript, and recording if needed.

3. Click Role play.

4. Choose the voice option if prompted.

5. Click Start Role play.

6. Use the pause button if you need a moment to review coaching or gather your thoughts.

7. When you are finished, end the role play and submit it to receive a new score and coaching.

If your team gives you a script, you can use it while practicing. Just remember that Shilo still scores the role play using Shilo's call rating standards: building trust and confidence, managing objections, and keeping momentum moving with a next step.

Within folders in the Team Library, you'll see an overview of your progress.

- Attempted: role play was submitted but did not move past the three-star level.

- Completed: role play was submitted and earned four stars.

- Mastered: role play was submitted and earned five stars.

It's important to first hit Submit when you are finished with your Role Play. Once you do, it takes a few minutes for your Role Play to be scored. It will end up in the "Role Plays" tab in the "Role Play" Section.

You can check the Team Library in the Role Play section - your team may have saved calls in there for you to practice on!