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Call Simulator

The Call Simulator is an interactive training tool that allows agents to practice call handling skills by having realistic conversations with AI-powered prospects.

Premium Feature — Beta

The Call Simulator is a premium add-on feature currently in beta. During the beta period, it is available free of charge to participating organisations. Contact your administrator if you don't see this option.

Accessing the Simulator

Navigate to Simulator from the main navigation menu. Available to agents and users in organisations with Simulator access enabled.

Key Features

  • AI-Powered Conversations — practice with realistic AI prospects that respond naturally, including the ability to interrupt mid-speech
  • Scenario Selection — choose from three types:
    • Shared Scenarios — pre-built scenarios shared organisation-wide by team leads or managers
    • My Scenarios — personal scenarios you've created and saved
    • Assigned to Me — scenarios specifically assigned to you by managers for targeted practice
  • Custom Scenario Creation — create your own by describing the prospect's personality, objections, or skills to practice. Optionally base the scenario on an agent profile for more realistic context.
  • Call Analysis — after a practice call (minimum 5 minutes), submit it for full CallCoach analysis and receive a detailed feedback report via email
  • Scenario Sharing — share effective scenarios with teammates via email

How to Use the Simulator

  1. Select a Scenario — use the dropdown to choose from shared, personal, or assigned scenarios. Alternatively, select "Custom Scenario" to create your own.
  2. Review Your Mission — read the scenario description in the "Your Mission" card. Click View Background for additional context.
  3. Start the Call — click CALL PROSPECT to begin. The AI prospect will answer and you can start practicing.
  4. Practice Naturally — speak as you would on a real call. You can interrupt the AI mid-speech if needed.
  5. End the Call — click End Call when finished. For calls over 5 minutes, you'll have the option to submit for CallCoach analysis.
  6. Save Custom Scenarios — after generating a custom scenario, save it immediately for future practice and optionally share it with your team.
  7. Provide Feedback — after each call, rate your experience to help improve the Simulator.

Common Questions

Why can't I access the Simulator?

The Simulator requires organisation-level access to be enabled. If you don't see the Simulator option, contact your CallCoach administrator to request access.

What's the minimum call duration for analysis?

Practice calls must be at least 5 minutes long to be eligible for CallCoach analysis and detailed feedback reports.

Can I create scenarios for my team members?

Yes, managers and team leads can create scenarios and assign them to specific agents using the "Assigned to Me" feature, or share them organisation-wide.

The AI voice sounds unusual. What can I do?

Click Audio issues? Troubleshooting at the bottom of the Simulator page. You can switch between Voice A (default) and Voice B to find better audio quality for your connection.

Can I interrupt the AI during the call?

Yes! The Call Simulator supports natural conversation flow. You can interrupt the AI mid-speech, which is especially useful at the start of calls or when redirecting the conversation.

How do I share a scenario with a colleague?

Click the share icon (envelope icon) next to the scenario dropdown. Save the scenario first if it's new. Enter your colleague's email (they must be a user or agent in your organisation) and optionally add a personal message.

Will my practice calls affect my performance metrics?

No. Practice calls are private by default. If you submit a practice call for analysis, it will generate a CallCoach report sent to your email, but these are not stored in the database.