Role Play Mode


Role Play is a critical training tool within the Sales process. It allows individuals within an organization (often a manager and their team members or peers) to virtualize a real-world sales scenario. This activity, combined with the ability to review historical calls, ensures that reps are prepared for anything that callers throw at them and that they can adequately push prospects through the engagement process. 

Role play is managed within the Communication Hub and leverages a user's status. Note that Role Play mode only exists if both Revenue agents have enabled Role Play prior to running through mock conversations together. 

How to Enable Role-Play Mode in the Communication Hub

To enable Role-Play, log into the Revenue Communication Hub. Once there, you'll be able to see your profile image in the top left hand of the application:


Click on your profile image to open the Select a Status window. Here you will see the default statuses that are available out-of-the-box including Free, Busy, and Role-Play options. You'll also be able to view any custom statuses that are managed by your account admin. 

From the list, click the "Select" button associated with the "Role Play" status:

Once you select "Role Play" click on the Save button to initiate the status:

Once you save Role Play, you can hover over your profile to confirm that you have activated the status successfully. 


What Happens When Role-Play is Enabled?

So what happens now? Now that you have initiated Role Play, you can call another Revenue user who has also enabled Role Play. When you are in Role-Play mode, you have the full capabilities of the Communication Hub with a few additional benefits:

  1. Calls between two users with Role Play mode enabled will be recorded independent of the jurisdiction of each user. This means that when conversations would otherwise not be recorded due to two-party consent states, recordings are created due to the acknowledgment of each user that they want the conversation recorded for training purposes. 
    1. Note: The call recording is generated for the outbound call (the RingDNA user who places the call to another RingDNA user). In other words, if "Agent A" calls "Agent B", then only Agent A's call activity will be associated with the call recording. The intent of limiting the recording to outbound only is to avoid duplicate recordings in the account. Additionally, the assumption is that the Role Play call will be initiated by the agent dialing their mentor.
  2. Role Play conversations will be designated in Salesforce via the "Role Play" checkbox on the Conversation record associated with their conversation. (Note this is available for customers on version 1.60+ of the Revenue Intelligence Package).

Example of a Conversation record with the "Roleplay" checkbox highlighted in green:


Role-Play for Video

Are you looking to run through live call scenarios with members of your team over video? There are two quick steps that you can take to accomplish this:

  1. Name your Role-Play Meeting - Make sure to give your meeting title a descriptive name such as "Role-Play Session". 
  2. Make Sure Your Record - Make sure that you record the conversation via Microsoft Teams or Zoom. 

Once you have a Role-Play meeting recorded with members of your own team they are automatically categorized as Internal meetings and analyzed via Conversation AI. In addition, you can use our saved search functionality to easily store your Role-Play meetings in the Best Practice Library of your choosing. 

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