This article will take you through the steps needed to set up and manage training scenarios effectively within the Smart Role platform.
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Step-by-Step Guide
1. Starting Scenario Creation
To create a new scenario from scratch:
- Navigate to the Scenarios section where you can view, delete, or modify existing scenarios.
- Click on the Add button to start creating a new scenario.
2. Selecting a Persona
Select the persona that you want to apply to the scenario. This helps tailor the training experience to specific roles or characters.
3. Choosing Data Sources
Choose the relevant data sources (e.g., FAQs, internal documents) that the scenario will draw from. For instance, if you are creating a scenario about return policies, select the appropriate data source.
4. Using Existing Scenarios
Optionally, select an existing scenario as a template or inspiration. This can save time and provide a structure for your new scenario.
5. Naming and Detailing the Scenario
- Name: Give your scenario a name. You can use the generate button for suggestions.
- Channel: Choose the communication channel for the scenario, such as chat or email. This allows agents to train in the relevant medium.
- Prompt: Customize the scenario prompt to define the situation and customer interaction.
- Context: Add context to provide additional background information to agents. This is optional but can be useful for new agents.
6. Finalizing the Scenario
Once all details are filled in, submit the scenario to add it to your scenario pool.
Assigning Scenarios to Agents or Groups
Individual Assignment
- Select the scenario and click on Assign.
- Choose the individual agents to assign the scenario to.
Group Assignment
- Select the scenario and click on Assign.
- Choose the group of agents to assign the scenario to. This ensures all members of the group can access the scenario.
Creating and managing scenarios in Smart Role is designed to be straightforward and efficient. By following this guide, you can set up comprehensive training scenarios that enhance your agents’ skills and performance.
For further assistance, please reach out to our support team.