Create a scenario

Learn about best practices.

  1. On the left navigation bar, click Synthetic customer builder, and then click Scenarios.
  2. Click Add.

  3. Specify the following:

    • Name: Briefly describe the main topic or situation.

    Let AI assist you in scenario creation. Enter at least a name, and click Suggest Scenario.

    The Suggest Scenario button

    • Description: Describe in detail the customer’s case and needs, and provide all important context. Put the customer's goals here; don't put them in the scenario's agent goals.
    • Tags: Optionally, associate tags with the scenario. Tags facilitate rapid filtering and organization, allowing you to quickly identify scenarios based on specific technical topics, difficulty levels, teams or departments, and more.
    • Agent goals: Define the benchmarks that determine agent success in this specific scenario. Goals should be scenario-specific, so, for example, "Agent was empathetic" isn't appropriate. Add at least one goal.
    • Skill: Select the skill that the agent must be assigned to interact with a synthetic customer about this scenario. You can select only one skill. Don't see the skill that you need? You might need to import the skill into Syntrix.
  4. Click Save.

Delete a scenario

Before deleting a scenario, ensure it isn't being used in a profile. If it is, this will render the profile unusable, so update the profile as needed beforehand.

  1. On the left navigation bar, click Synthetic customer builder, and then click Scenarios.
  2. Beside the scenario, click the delete icon.
  3. Click Delete.