Agent training mode

Settings → Training. Toggle a specific agent into training mode.

When they sign in, instead of real chats they see AI-simulated scenarios:

• AI customer plays a role (e.g. "angry about delivery delay")
• Trainee replies as a normal agent
• AI coach grades each reply on tone, accuracy, template usage, and conversation flow
• Final score per session

Configuring scenarios

Each scenario has a customer prompt (the role) and a coach prompt (the grading rubric). Managers edit prompts in Settings → Training → Scenarios.

Built-in templates cover common patterns: sales enquiry, complaint, scheduling, technical question. Clone + edit them for your industry.