FAQs
During a simulation, do agents have access to all of the features they can use during real conversations?
Yes, provided those features are enabled for the skills assigned to the simulation. Since many features are skill-specific, ensure that your scenarios use the correct skills to allow for full feature access.
How are conversations closed?
Conversations that involve synthetic customers can be closed in several ways:
- By the synthetic customer
- By the agent (whether live or AI)
- If the conversation has reached the maximum number of turns (set in the simulation), it is closed by the system. You specify this limit when you configure the simulation.
- Simulations running longer than four hours are regarded as "stuck" and terminated, along with all active conversations. Stuck conversations can happen for various reasons: the live agent failed to respond, the AI agent has a bug, a performance issue within the contact center prevented a message from reaching Syntrix, etc.
Keep in mind that, in the implicit LivePerson scorecard, the agent is evaluated on how they closed the conversation, so the manner in which the conversation was closed can impact the agent's performance score.
How does the system evaluate conversations that include transfers?
Currently, only the last agent involved in the conversation is evaluated and appears in the report. This agent is evaluated based on the entire conversation. Stay tuned for more detailed reporting.
Can I schedule a simulation for a future date and time?
No, not in this release.
Can I assign a scenario to specific live agents or AI agents?
No, not in this release. Currently, it's only possible to assign a scenario to a skill.