This replay walks through how to use Role Play as a practice tool in Shilo. It covers how to find the right calls, start a role play, review your results, and build a weekly rhythm around improvement.
Who this is for
This replay is helpful for agents who want to get more confident on calls and for managers or admins who want a simple coaching workflow for their team.
Key takeaways
Think of Role Play like practice reps. Shilo helps identify what to work on, but improvement comes from practicing.
Shilo Insights can review recent calls, highlight top moments, show top improvements, and suggest calls to role play.
You can start Role Play from an individual call, suggested calls in Insights, Role Play Scenarios, or the Team Library.
Role Play helps you practice the same type of conversation until you can handle it more confidently on live calls.
Use Shilo Insights as your workout plan
Shilo Insights can review recent calls and show patterns across your conversations. Use those patterns to decide which calls to practice next.
Helpful filters shown in the replay include:
Three-star calls, because they are close to strong and usually need only a few improvements.
Objection type, such as timing.
Outcome, such as next step undefined.
Call length, to remove short calls or voicemails.
Top-of-funnel stages where defining the next step matters most.
Suggested weekly rhythm
Review recent calls or Insights to choose one skill to improve.
Pick a call or Team Library scenario that matches that skill.
Complete the Role Play and submit it for scoring.
Review the coaching notes and repeat the practice until the conversation feels more natural.
For step-by-step instructions, use the main Role Play guide in this collection.