This article explains how to set your company's simulation rules on the AI Simulation settings screen and how to follow the credit used on the Usage and credit card. Users with the AI Simulation Admin Permission and the company administrator do this.
Before you start
The AI Simulation module is on in your company (Turning company modules on and off). The module comes with the AI Simulation package.
For voice conversations the Voice simulation feature is on as well. When it is off, the voice rows do not show; written conversations keep working.
Permissions are given on Configuration > AI Simulation > Responsibilities (Responsibility management).
Step by step
In the left menu go to Configuration, open the AI Simulation tab and click Settings.
In the Conversation section:
Voice conversations: whether employees can practise with the AI customer by voice.
Phone line sound: in new scenarios the customer's voice sounds as if it came over a phone line.
Live coach tips: one-sentence tips during the conversation. The employee can turn them off at the start; exam-mode assignments turn them off.
Default pass score (0 to 100): used when the scenario or the assignment has no pass score.
Monthly voice minutes per person (10 to 1000): the most voice time one employee can use in a calendar month.
In the Privacy section:
Audio recording: when on, the audio of voice conversations is kept and can be played on the result page. It is off by default; when off, only the transcript is kept.
Audio retention (days) (7 to 90): recordings are deleted automatically after this period.
Transcript retention (days) (90 to 1095): transcripts are deleted after this period; scores and criterion summaries stay.
In the Team section:
Leaderboard: the Practice page shows an XP ranking. It is off by default; employees can hide themselves from it.
Result notification to the manager: when an assigned simulation is scored, the employee's manager is notified.
Appeals: employees can ask for their result to be reviewed within 14 days of scoring.
Show the For managers shelf to everyone: the For managers shelf appears on every employee's Practice page.
Click Save in the bar at the bottom of the screen. If you try to leave without saving, the screen warns you; use the undo button in the bar to drop your changes.
A number outside its range is marked in red and is not saved.
Usage and credit
The Usage and credit card under the settings shows the conversations in the selected period and the digital credit used.
Choose the period with the Period chip. This month is selected when the screen opens.
The cards show Written conversations, Voice conversations, Voice minutes, Credits used and Credits left.
The table lists each employee's conversations, voice minutes and credits used.
Click Excel to download the list.
Credit is used like this:
Action | Credit | When |
Written conversation (coach and evaluation included) | 3 | At the employee's first message. Returned if the conversation cannot be scored or has fewer than 2 messages. |
Voice conversation (coach and evaluation included) | 4 for every started minute | When the conversation ends, by the real duration. Nothing is used if the call is too short to score (the employee spoke fewer than 2 times). |
Creating a scenario with AI | 5 | When the draft is created. Nothing is used if it fails. |
Preview (Try) | Same as a normal conversation | Same as a normal conversation. |
When a voice conversation starts, enough credit for its longest duration is reserved; when it ends only the time used is charged and the rest is released. If the credit is not enough, the conversation does not start and a window that leads to buying credit opens.
Result
The settings you save apply at once: new conversations open with the new rules. Retention periods are applied every night.
Common problems
Symptom: The Voice conversations row is missing.
Cause: The Voice simulation feature is off in your company.
Fix: Turn the feature on in Configuration > Company settings > Modules.
Symptom: An employee cannot start a voice conversation and sees "You have used this month's voice minutes".
Cause: The Monthly voice minutes per person limit is used up.
Fix: Raise the limit or let the employee continue in writing.