Create a Roleplay

A Module is a single Roleplay scenario within a Series, where your learners can practice specific skills and receive feedback on their performance.

For example, you can create a Series focused on developing sales skills, which includes multiple Modules covering different scenarios. In this case, ‘Sales Enablement’ is the Series, and ‘Managing a High-Priority Escalation’ is the Module.

Use the following steps to create a Module:

1. On the Roleplay Admin Dashboard, click Modules.

   

2. Click Create module.

   

3. Click Create mission.

   

   Info:

   A Mission represents an individual Roleplay within a Module. It outlines the learner’s objectives, the Avatar’s persona, and the evaluation parameters for the interaction.

   For example, in the Series 'Customer Support', the Mission 'Managing a High-Priority Escalation' requires the learner to resolve an urgent customer issue while maintaining empathy and professionalism.

4. Enter a name for your mission.

   

5. Click Create a new series.

   

   Info:

   If you have an existing Series, select it from the dropdown.

   • Click the dropdown to view all available series.

     

   • Select the required series from the list.

     

6. Enter a name for the series.

   

7. Click the Done icon.

   

8. Click Next.

   

9. Under Select mission type, click Video roleplay.

   

10. Click Next.

    

11. Click Create mission.

    

    Note:

    • By default, the Attach this roleplay to Mirror option is enabled, which sets the roleplay style to Practice with Avatar. This enables conversational practice with the Avatar.

      

    • When you attach a Roleplay to a Mirror, camera support is automatically disabled by default. This means your learners will not be required to record or share video responses during the Roleplay.

After creating the Module and configuring the mission details, proceed to define the Learner brief.

The Learner brief provides context for the Roleplay by outlining the scenario, objectives, and expectations. For example, you are a support agent handling a customer frustrated about a delayed order. Listen actively, acknowledge the issue, and provide a clear resolution to de-escalate the situation.

Use the following steps to create the Learner brief for the Roleplay:

1. Under Learner brief, select Inbound call as the type of Roleplay conversation.

   

   Note:

   If you have a different use case, select another type of Roleplay conversation that best fits your scenario.

2. Click Generate brief.

   

   Info:

   • Whatfix recommends you to use the Generate brief option to automatically create the Learner brief.

   • The Roleplay Admin Dashboard enables you to include detailed Learner briefs of up to 25,000 characters.

3. In the Copilot chat, provide contextual information such as the learner’s objective, role, and scenario background.

   

   Note:

   • You are not required to enter the complete brief, as the Copilot automatically creates the brief for your learner based on the context you provide.

   • The Copilot also offers relevant suggestions that you can select, modify, or combine with your own inputs to create the final brief.

   Info:

   After you provide sufficient context, the final Learner brief is generated. It may take up to 5 minutes for the brief to generate.

   

4. Click Confirm after reviewing and finalizing the generated brief for your learner.

   

   Note:

   • To make any changes to the Learner brief, click Edit brief.

     

   • By default, the Camera Off checkbox is selected, and the Camera On option is disabled when a Roleplay is attached to Mirror. This means the camera remains off during the Roleplay, and your learners interact with the Avatar without camera access.

     

4. Click Add File to attach any supporting instructions for your learner.

   

   Info:

   This option supports PDF files that contain text.

   

5. Click Avatar instructions.

   

After defining the Learner brief and attaching any supporting files, proceed to set the Avatar Instructions.

Copilot helps you generate instructions for your Avatar automatically based on the Learner brief and scenario context by asking guided questions to define the Avatar’s behavior.

Note:

Avatar instructions are not visible to your learners.

Use the following steps to create Avatar instructions:

1. Under Avatar instructions, click Generate instructions. These instructions define how the Avatar behaves during the Roleplay.

   

   Info:

   • Copilot analyzes the Learner brief provided earlier and offers suggestions to build on the scenario context. Each generation refines the scenario further and helps create accurate Avatar instructions.

     

   • Select from the suggestions, add your own, or combine both to generate new suggestions.

     

Note:

Whatfix recommends you to use Generate instructions as this creates the Avatar instructions through guided questions and smart suggestions. To manually write your own Avatar instructions, click Write yourself.

2. Click Add file to attach supporting files that help Copilot generate more accurate Avatar instructions.

   

   Info:

   • Copilot analyzes the attached file to understand tone, phrasing, and behavioral patterns more effectively. This helps it generate Avatar responses that closely match the intended persona. For example, you can attach call transcripts, chat logs, or notes from previous customer interactions.

   • After you provide enough context, the final Avatar instructions are generated. It may take up to 5 minutes for the instructions to generate.

     

   Note:

   You can upload only one file up to 25 MB. If you have multiple files, combine them into a single PDF before uploading. This helps Copilot process all relevant context together and generate more consistent Avatar instructions.

3. Click Confirm after reviewing and finalizing the generated Avatar persona and instructions.

   

Note:

• At any point if you want to refine or change the scope of your Roleplay, click Edit instructions.

  

• To edit the Avatar persona, click Change.

  

4. Select who starts the conversation. Choose either the Avatar or Learner.

   Info:

   The Roleplay can begin with either participant depending on your selection.

   • Avatar: If the Avatar starts, the Roleplay begins with the Avatar’s first message or question.

   • Learner: If the Learner starts, the Roleplay begins when the Learner takes the first action or greeting.

   

5. Enter a greeting and closing message for the Avatar.

   

   Info:

   For Roleplays that begin with the Learner starting the conversation, you can only add a Closing message for the Avatar.

   

   Note:

   • To verify whether the Avatar reflects the intended persona and traits, click Interact with Avatar to preview and test its behavior in different conversation scenarios.

     

     The following GIF demonstrates the preview experience when you interact with the Avatar.

     

6. Click End conditions.

After creating the Avatar instructions, proceed to specify the End Conditions for your Roleplay.

End conditions control when and under what circumstances the Avatar ends the Roleplay. They help ensure the conversation concludes naturally if the learner doesn’t meet the required instruction criteria or if the interaction reaches its defined limit.

Use the following steps to set End conditions for the Roleplay:

1. Enter the duration after which the Avatar will end the Roleplay if the instruction criteria are not met. For example, the Roleplay ends if the instruction criteria are not met within 5 minutes.

   

   Info:

   You can set a maximum duration of 15 minutes for the Roleplay.

2. Select the number of repeated questions after which the Avatar ends the Roleplay.

   

   Info:

   • You can set up to 3 repeated questions after which the Avatar ends the Roleplay.

   • If you want to create additional end conditions, click Add custom end conditions.

     

   • Enter specific instructions describing how the Avatar should end the Roleplay.

     

   Note:

   The Roleplay automatically ends if inappropriate content is identified or a technical issue occurs.

3. Click Evaluation parameters to proceed.

   

After configuring the End Conditions, continue to define the Evaluation Parameters for your Roleplay.

Evaluation parameters define the criteria used to assess learner performance during a Roleplay. Each parameter is assigned a score, which represents its value in the overall evaluation. The total score is the sum of all individual parameter scores you define. Copilot automatically calculates this total score at the end of the Roleplay based on the learner’s performance across each parameter.

Use the following steps to add Evaluation parameters for the Roleplay:

1. Select the required parameter type from the dropdown menu.

   

   Info:

   Whatfix recommends using the Rating scale, as it provides clear, quantifiable feedback on learner performance.

   

2. Enter the parameter you want to use to evaluate your learner. For example, clarity of explanation, empathy, or the ability to handle objections.

   

3. Enter the minimum, maximum, and score values for the parameter. These define the rating range and weight assigned to the learner’s evaluation.

   

   Info:

   Define the rating scale for the parameter by setting the following values:

   • Min: Specify the lowest value in the rating scale.

   • Max: Specify the highest value in the rating scale.

   • Score: Enter the value assigned to this parameter. This represents its individual contribution toward the total score for the Roleplay.

4. Click Generate guidance.

   

   Info:

   • Copilot automatically generates guidance for how each parameter is evaluated. Review the generated guidance to ensure it aligns with your evaluation criteria.

     

   • To refine the generated guidance for parameter evaluation, click Improve guidance.

     

   • Choose from the following evaluation types:

     - Basic evaluation: Provides quick feedback based on key parameters.

     - Standard evaluation: Offers detailed feedback on communication, empathy, and clarity.

     - In-depth evaluation: Delivers comprehensive feedback with deeper insights into learner performance.

     

5. Click Cut off score to proceed.

   

   Note:

   By default, Cut off score is disabled once the Attach this roleplay to Mirror checkbox is enabled.

   

6. Click Reviewers.

   

After reviewing and confirming the Evaluation Parameters, proceed to assign Reviewers.

Reviewers evaluate the learner’s performance based on the defined evaluation parameters.

Note:

• By default, the Copilot acts as the reviewer for Workflows that have a Roleplay attached and provides feedback.

• If the Learner brief lacks sufficient instructions, the Copilot flags it. Ensure that your learner instructions align with the evaluation parameters so the Copilot can accurately evaluate your learner’s performance.

  

Use the following steps to add reviewers:

1. Under the Overall reviewing preferences section, enable the Allow reviewers to give overall written feedback toggle.

   

2. Click Insights to proceed.

   

After reviewing and confirming the Reviewer setup, proceed to configure Insights and Feedback.

Set up how learners receive feedback after completing a Roleplay. Insights and feedback help your learners understand their performance and improve over time.

Use the following steps to set up insights for the Roleplay:

1. Enable the Show insights to learners toggle to provide feedback to your learners.

   

   Info:

   • By default, when you enable the Show insights to learners toggle, the following toggles are enabled under Roleplay feedback :

     - Summary: Shows how the learner was rated for each evaluation parameter and explains the reason for each score.

     - Standard feedback areas: Provides positive and constructive feedback that is specific to the scenario. The feedback is tailored to the type of Roleplay. For example, it might cover stages like introduction, handling objections, or closing discussion points, depending on the scenario.

     

   • To ensure you receive additional feedback, click Add feedback area.

     

   • The following Roleplay metrics are also considered as part of insights and feedback. Each metric can be configured, and deviations from the set limits are flagged for improvement when insights are shown to your learner.

     -Talk: Measures how much your learner spoke versus listened. Set a limit for the talk time. If the learner exceeds it, the insight highlights this for improvement. Recommended range: 40–50% talk time.

     -Pace: Measures speaking speed in words per minute (wpm). Set a range for pace. Speeds outside this range are highlighted for improvement. Recommended range: 150–190 wpm.

     -Filler words: Counts the number of filler words such as “um,” “like,” or “you know.” Set a limit for filler words. If exceeded, it’s highlighted for improvement. Recommended: Fewer than 5 filler words per minute.

     -Longest monologue: Measures the longest duration your learner spoke without pausing. Set a limit for monologue length. Monologues longer than this are flagged for improvement. Recommended: Less than 60 seconds.

     -Relevance: Evaluates how closely your learner’s responses align with the scenario and maintain purpose. Set a minimum relevance threshold. Responses below this level are highlighted for improvement. Recommended range: 75–85%.

     

2. Click Settings.

   

Configure how your Roleplay appears and behaves by updating the thumbnail, managing transcript visibility, and defining the module’s relevance.

Use the following steps to configure settings for your Roleplay:

1. Hover your cursor over the Thumbnail icon, and click Change.

   

2. Click New.

   

3. Drop the required thumbnail into the upload area.

   

4. Click Confirm.

   

   Info:

   To restore the default thumbnail for this Roleplay, click Reset to default thumbnail.

5. Enable the toggle for Show transcription to reviewer and learner to receive a transcript of the Roleplay.

   

   Info:

   By default, Copilot is assigned as the reviewer.

6. Under Module relevance, select the required relevance for the module.

   

   Info:

   Under Module relevance, select how this module should be treated within the series:

   • Required: Learners must complete the module to finish the series.

   • Optional: Learners can skip the module without affecting series completion.

   • Unmarked: The module isn’t classified as required or optional and doesn’t affect completion status.

   By default, the Module relevance is set to Unmarked. However, you can update it as required based on your training objectives.

After configuring all Roleplay settings, publish the Roleplay and link it to a Workflow in Mirror.

Use the following steps to publish the Roleplay on the Roleplay Admin Dashboard:

1. Click Publish.

   

   Info:

   • When the guidance for the evaluation parameters is clear and complete, the following message appears:

   • When guidance for the evaluation parameters is missing, which typically occurs when parameters are defined but no corresponding guidance is assigned, the following message appears:

     

   • To proceed, return to Step 5 and click Generate guidance. Use Copilot to generate or review the guidance for the evaluation parameters you defined, ensuring appropriate evaluation during the Roleplay.

     

2. Click Publish now.

   

3. Click Copy link for Mirror.