How managers can give feedback on roleplays
Managers can review roleplay calls and provide coaching in two ways: by adding timestamped comments during the recording, or by submitting a manager scorecard.
Method 1: Add timestamped comments
Managers can leave comments at a specific moment in a roleplay recording. This lets you point to exactly where something could have been handled differently.
The roleplay history page, where managers find past sessions to open and comment on.
Steps
- Go to Practice > History and open the roleplay call recording.
- Navigate to the timestamp where you want to leave feedback (for example, 6:10).
- Add a comment at that moment.
- Choose the visibility setting: Visible to all so everyone in the account can see the comment, or Restricted so only the manager and the person who performed the roleplay can see it.
- Click Submit.
The participant receives 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 point in the recording. This method works well for quick, contextual coaching tied to a specific part of the conversation.
Method 2: Submit a manager scorecard
Managers can review roleplays using a scorecard and provide ratings along with notes.
Steps
- Go to Practice > History and open the roleplay call.
- Open the Manager Scorecard and select the scorecard you want to use.
- Rate each evaluation criterion. You can either start with a blank scorecard or click Prefill with AI to start from AI-generated scores and adjust them. For example, the AI may give a score of 4 and you may adjust it to 3 and add comments explaining the reason.
- Add any notes or feedback.
- Submit the scorecard.
AI scores and manager scores in reports
A manager scorecard is saved alongside the AI score; it doesn't replace it. In Performance > Scorecards (with Practice Calls selected), use the type filter next to the team filter to choose which scores you see: All, AI or Manager.
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