The Team Library in Shilo's Role Play section helps managers and admins save real calls for training, coaching, onboarding, and ongoing practice.
Use the Team Library to organize calls your team can learn from, then group them into folders by skill, scenario, team, or coaching focus.
What the Team Library is for
The Team Library is a shared library of calls that agents can use for Role Play practice. Managers and admins can add calls from the Calls page, organize them into folders, and build a library of examples for the team.
You may want to save calls that show:
A strong discovery conversation
A well-handled objection
A pricing or budget conversation
A difficult customer interaction
A strong close
A call with an undefined next step
A call that needs coaching review
A useful example for new team members
Create a Team Library folder
Open Shilo.
Go to Role Play in the left-hand navigation.
Select Team Library.
Click "+ Create Folder" Button
Name Folder
Click Save.
After the folder is saved, it will appear in the Team Library and can be used to store practice calls.
Ways to organize folders
You can organize folders in whatever way works best for your team.
Common folder examples include:
New Agent Training
Discovery Calls
Pricing Conversations
Objection Handling
Follow-Up Practice
Undefined Next Steps
Great Examples
Needs Coaching
Recruiting
Sales
ISA
Compliance Review
Use folder names that make it easy for agents to know where to go.
Add a call to the Team Library
Go to the Calls page.
Use filters if needed to find the call you want.
Adjust the date filter if needed. For example, choose All Time if you are looking for an older call.
Open the call.
Select the three-dot menu.
Choose Add to Role Play Team Library.
Select the folder or folders where the call should be saved.
Click Save.
The call will now appear in the selected Team Library folder.
Add one call to multiple folders
A single call can be added to more than one folder.
This is helpful when a call fits multiple training topics. For example, one call might belong in both Pricing Conversations and Objection Handling.
Choose good calls for practice
Good Team Library calls should give agents something useful to learn from or practice.
Strong practice calls may include:
Calls your team should model
Calls with a clear coaching opportunity
Calls that show a common objection
Calls from a specific stage or lead source
Calls that match a current team training focus
Three-star calls that are close to strong but need a few improvements
Avoid saving calls that are too short, mostly voicemail, or not useful for practice unless they support a specific training goal.
Use Shilo Insights to build the library
Shilo Insights can help you decide what folders to create and which calls to add.
For example, if Insights shows your team is struggling with a specific objection, you can create a folder for that objection and add calls that help agents practice it.
To use Insights:
Go to Insights in the left-hand navigation.
Open Shilo Insights.
Review Top Moments, Top Improvements, and Suggested Scenarios.
Use filters to narrow the data if needed.
Look for patterns your team should practice.
Add relevant calls or scenarios into the appropriate Role Play folder.
Maintain the Team Library
Review the Team Library regularly so it stays useful.
You may want to:
Remove calls that are no longer helpful
Reorganize calls into better folders
Add new calls based on current coaching priorities
Create folders for new team initiatives
Update folders as your training needs change
Need help?
If you are not sure how to organize your Team Library, start with the coaching topics your team reviews most often. Shilo support can also help you decide which folders and call examples may be most useful for your team.