Scenario Management Updates

We have some exciting updates to scenario management building off our release from a couple of weeks ago! These new updates make it easier to get started creating a scenario, and more customizable.

🌟 Key Highlights

• Templates: We now support scenario templates
• Preview Scenario: Preview your published and draft scenarios
• Duplicate Scenario: Quickly duplicate a scenario
• Improved Qualitative feedback: Evaluation feedback has improved

Templates

When creating a scenario, users may now start with a template, making it easier to get started and tweak as needed for an organization's particular circumstance and needs.

Preview Scenario

It's now possible to preview a scenario training session so that admin users can try out a draft scenario before publishing it, or go through a training session of a published scenario to better understand an agent's experience. Evaluations for previews are not stored.

Duplicate Scenario

No more copy and paste when you want to make a tweak to an existing scenario, you can use the duplicate scenario button to easily make a copy of an existing scenario.

Improved Qualitative feedback

Evaluations now give a greater depth of qualitative feedback to expand coaching tips, and give agents a greater understanding of why they received the scores they received.