Establish functional realism

Functional realism means your "synthetic" identities pass human scrutiny and, if necessary, technical validation.

Technical validation in particular is critical if your workflows require agents to contact customers via email, SMS, or voice. If this applies to your workflow, ensure the contact data is technically valid and monitored by your team. These are best practices:

• Emails: Use standard-looking handles on common domains (e.g., j.doe777@gmail.com). Configure these accounts to forward all incoming mail to your internal audit inbox to ensure no agent responses go unmonitored.
• Phone numbers: Assign real VoIP numbers with local area codes through providers like Twilio. And ensure the number features a generic but professional voicemail greeting.
• CRM integrity: Pre-load your CRM with the synthetic identity's record. Use a "Testing" flag in a hidden field to identify the account internally, and proactively notify Business Intelligence and Sales teams to exclude these records from their performance reporting and lead queues.

Before you run a simulation

An identity's attributes are fixed and known, so ensure you set up corresponding records in your CRM or training system before the simulation starts.

When you configure a simulation

A single identity can be used in multiple conversations at the same time.

Since this is the case, take steps to avoid data "collisions," where multiple agents attempt to simultaneously operate on the same record in your CRM or training system. You can handle this in one of two ways:

• Run one Audit live agents simulation at a time and set Max. concurrent conversations to 1.
• Restrict usage of the CRM or training system to read-only lookups of records.