How Managers Can Give Feedback on Roleplays

Managers can review roleplay calls and provide coaching in two ways:

1. Add timestamped comments during the call

2. Submit a manager scorecard

Both methods help provide structured feedback and guide team members on how they can improve.

Method 1: Add Timestamped Comments

Managers can leave comments at a specific moment in a roleplay recording.

This allows you to highlight exactly where something could have been done better.

Steps

1. Open the roleplay call recording.
2. Navigate to the timestamp where you want to leave feedback (for example, 6:10).
3. Add a comment at that moment.
4. Choose the visibility setting:
5. Visible to All – Everyone in the account can see the comment.
6. Restricted – Only the manager and the person who performed the roleplay can see the comment.
7. Click Submit.

What Happens Next

The participant will receive an email notification informing them that their manager has added a comment at a specific timestamp.

They can open the call and review the feedback directly at that moment in the recording.

This method is useful for quick, contextual coaching tied to a specific part of the conversation.

Method 2: Submit a Manager Scorecard

Managers can also review roleplays using a scorecard and provide ratings along with notes.

Steps

1. Open the roleplay call.
2. Select the scorecard you want to use.
3. Rate each evaluation criterion.
4. You can either:
5. Start with a blank scorecard, or
6. Pre-fill with AI-generated scores and adjust them.
7. For example:
8. AI may give a score of 4
9. The manager may adjust it to 3 and add comments explaining the reason.
10. Add any notes or feedback.
11. Submit the scorecard.

Important: Scorecard Precedence

If both AI scores and manager scores exist:

The manager’s scorecard takes precedence.

AI scores will be ignored in analytics and overall calculations.

This ensures that human evaluation overrides automated scoring.

Summary

Managers can coach roleplay participants in two ways:

1️⃣ Timestamp Comments

Add feedback at a specific moment in the call

Choose whether the comment is public or restricted

2️⃣ Manager Scorecard

Rate the call using a structured evaluation framework

Add notes and override AI scores if needed

Both methods help managers provide clear, actionable feedback to improve performance.