Assigning Scenarios

Creating New Scenarios

• When a Manager/Admin creates a new scenario, it will not be assigned to anyone by default.
• After creating a scenario, Managers/Admins will need to manually assign it to agents.
  • They can choose to assign it to everyone in the organization, or
  • Select specific agents individually.
    

⚠️ Important:
Only published scenarios can be assigned. Draft scenarios cannot be assigned.

Accessing Scenario Assignment

To assign or unassign scenarios:

1. Go to Scenario Management.

2. Next to the desired scenario, click the three-dot menu (⋮).

3. Select “Assign Scenario”.

   

4. A modal will open displaying the list of users in the organization.

Understanding the Modal Tabs

The modal contains three filter tabs:

• All Users: Displays all agents in the organization — both assigned and unassigned.

• Assigned Users: Shows agents who already have this scenario assigned.

• Unassigned Users: Lists agents who do not yet have this scenario and are available to be assigned.

  • This is the default tab when you open the modal.
  

Assigning Scenarios

• Check the box next to the agent’s name to assign the scenario.

• To assign it to everyone, click “Assign all users.”

  

• Click “Save” to apply changes.

• Once saved:

  • Selected agents will see the scenario on their homepage.
  • They can immediately start a training session.

Additional features:

• Use the search box to quickly find agents.
• Multiple agents can be selected at once.
• A counter at the top shows how many agents are currently selected.
• To clear all selections, click the “X” next to the counter.

Unassigning Scenarios

To remove scenario assignments:

1. Open the “Assign Scenario” modal again.

2. Go to the Assigned Users tab.

3. Choose one of the following:

   1. Click “Unassign all users” to remove everyone, or
   2. Select individual users via the checkboxes.
   

4. Click “Save” to confirm.

After saving:

• Unassigned agents will no longer see this scenario on their homepage.

Agent Perspective

• Agents will only see scenarios that are assigned to them.
• If an agent is unassigned from a scenario:
  • Their completed sessions remain visible in Session History.
  • However, they will no longer be able to retake that scenario unless reassigned by an Admin.