Installing and using the conversation training simulator app

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<p id="docs-hc-snippet" style="display: none;">The Conversation training simulator app by Zendesk Labs assigns realistic, true-to-life training tickets to agents in a structured, easy-to-use way. This tool improves your agent training in several key ways:</p>
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<p id="docs-ai-summary-content">The conversation training simulator app gives you realistic training tickets for onboarding, product updates, and skill checks. You can create training templates from intents or similar tickets, add reference documents and training documentation, assign tickets by role, language, due date, tags, and goals, and track progress with statuses, filters, CSV export, and optional QA scores.</p>
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<div class="body">

<div class="bodydiv">
<p class="p" dir="ltr">The Conversation training simulator app by Zendesk Labs assigns realistic,
true-to-life training tickets to agents in a structured, easy-to-use way. This
tool improves your agent training in several key ways:</p>
<ul class="ul" id="lms_simulator_install__ul_eff_5gw_22c">
<li class="li">Creates a safe space for practicing customer interactions when onboarding
agents</li>
<li class="li">Allows rapid assessment of agent training retention and comprehension</li>
<li class="li">Delivers just-in-time training for new products, services, and policies your
agents need to understand</li>
</ul>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="lms_simulator_install__ul_zjt_t2w_22c">
<li class="li" dir="ltr"><a class="xref" href="#topic_gw3_v2w_22c">Getting started</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_iv5_v2w_22c">Installing and configuring the app</a></li>
<li class="li"><a class="xref" href="#topic_jbt_jx4_2fc">Configuring conversation training simulator permissions</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_w5v_v2w_22c">Using the Conversation training simulator app</a></li>
<li class="li"><a class="xref" href="#topic_ed1_gzd_43c">Exporting template and assignment details</a></li>
<li class="li"><a class="xref" href="#topic_ccp_x12_43c">Managing assignments</a></li>
<li class="li"><a class="xref" href="#topic_dwj_vl5_p3c">Filtering templates</a></li>
<li class="li"><a class="xref" href="#topic_r3v_cv3_l2c">Best practices</a></li>
<li class="li"><a class="xref" href="#topic_e54_gjw_22c">Agent guide for the app</a></li>
<li class="li"><a class="xref" href="#topic_vyj_ckw_22c">About the training documentation ticket</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_gw3_v2w_22c">
<h2 class="title topictitle2" id="ariaid-title2">Getting started</h2>
<div class="body">
<p class="p" dir="ltr">Before you install the Conversation training simulator, take a moment to
review the following:</p>
<ul class="ul" id="topic_gw3_v2w_22c__ul_bkt_t2w_22c">
<li class="li" dir="ltr">Training tickets generated by the Conversation training simulator can
be evaluated within <a class="xref" href="https://support.zendesk.com/hc/en-us/sections/7162431070618" target="_blank">Zendesk QA</a> (or another QA tool).</li>
<li class="li" dir="ltr">You need to be signed in as a Zendesk admin to set up the app.</li>
<li class="li">You must turn on <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5914453843994" target="_blank">custom objects</a> (<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834725402" target="_blank">legacy custom objects</a> are not
supported).</li>
<li class="li">You must have at least two <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5914453843994" target="_blank">custom objects</a> available for use. If
you’ve already used up all of your included custom objects, you’ll need to
upgrade your plan to obtain more.</li>
<li class="li">Ticket generation for light agents or contributors is not supported. To ensure
an agent successfully receives training tickets, they must be assigned a
standard role or a custom role that includes custom object permissions.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_iv5_v2w_22c">
<h2 class="title topictitle2" id="ariaid-title3">Installing and configuring the app</h2>
<div class="body">
<p class="p" dir="ltr">You can install the Conversation training simulator app from the Zendesk
Marketplace.</p>
<p class="p" dir="ltr"><strong class="ph b">To install and configure the app</strong></p>
<ol class="ol" id="topic_iv5_v2w_22c__ol_ekt_t2w_22c">
<li class="li" dir="ltr">In the <a class="xref" href="https://www.zendesk.com/marketplace/" target="_blank">Zendesk Marketplace</a>, go to the <a class="xref" href="https://www.zendesk.com/marketplace/apps/support/1104879/lms-conversation-simulator/?queryID=c948c46ca8bdd1914c59acc60fcb4c8f" target="_blank">Conversation training simulator app
page</a>.</li>
<li class="li" dir="ltr">On the app's page, click <strong class="ph b">Install</strong>.</li>
<li class="li" dir="ltr">Select the Zendesk account where you want to install the app, then
click <strong class="ph b">Install</strong>.<p class="p">The account you selected opens and the Conversation
training simulator page displays.</p>
</li>
<li class="li" dir="ltr">Change the app title if required.</li>
<li class="li" dir="ltr">Configure group and role restrictions to the app as required.<div class="p">
<div class="note">
<span class="notetitle">Note:</span> If you restrict an agent from the app, they won't be assigned training
tickets.</div>
</div>
</li>
<li class="li" dir="ltr">Click the <strong class="ph b">Sign in with conversation training simulator</strong>
link.</li>
<li class="li" dir="ltr">In the new tab that's displayed, complete authentication.</li>
<li class="li">You are then redirected back to the app. A green check mark will appear next to
the OAuth Authentication step. Click <strong class="ph b">Install</strong>.</li>
<li class="li">During installation, the conversation training simulator automatically creates
several configurations:<ul class="ul" id="topic_iv5_v2w_22c__ul_bss_1tw_22c">
<li class="li">
<strong class="ph b">Custom Object:</strong> Assign training template</li>
<li class="li">
<strong class="ph b">Custom Object:</strong> Training template</li>
<li class="li">
<strong class="ph b">Custom Ticket Field:</strong> Assigned training</li>
<li class="li">
<strong class="ph b">Custom Ticket Field:</strong> Training template</li>
</ul>
</li>
</ol>
<div class="p">For the app installation to work, make sure you have the following access to the two
custom objects:<ul class="ul" id="topic_iv5_v2w_22c__ul_sss_b3q_xjc">
<li class="li">
<strong class="ph b">Admins</strong>: View, Edit, Add, and Delete</li>
<li class="li">
<strong class="ph b">Agents</strong>: View and Edit</li>
</ul>
</div>
<p class="p">Both admins and agents need to have View and Edit access to the two custom objects
for the app installation to work.</p>
<p class="p"><strong class="ph b">To configure admin and agent access</strong></p>
<ol class="ol" id="topic_iv5_v2w_22c__ol_m55_s22_43c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin
Center</a>,
click <img class="image" id="topic_iv5_v2w_22c__image_lpw_1lp_l2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Team &gt; Roles</strong>.</span></li>
<li class="li">From the list of roles, click the role you want to give permission to. The role
settings page displays.</li>
<li class="li">In the Custom objects section of the role settings page, configure the View and
Edit permissions for the following custom objects:<ul class="ul" id="topic_iv5_v2w_22c__ul_zjs_5sm_32c">
<li class="li">Training template</li>
<li class="li">Assign training template</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
<p class="p">The installation is now complete.</p>
<p class="p">During installation, the Conversation training simulator app creates two bot users:
one for training tickets and one for documentation tickets.</p>
<div class="p">
<div class="note important">
<span class="importanttitle">Important:</span> Both bots must be configured with unique email addresses. They cannot share
the same email address, or ticket generation will fail.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_jbt_jx4_2fc">
<h2 class="title topictitle2" id="ariaid-title4">Configuring conversation training simulator permissions</h2>
<div class="body">
<div class="p" dir="ltr">You can select roles from the Permissions tab, allowing non-admin roles to
access the app, create templates, and assign training to agents. The benefits of
this include:<ul class="ul" id="topic_jbt_jx4_2fc__ul_nlh_kgn_djc">
<li class="li" dir="ltr">
<strong class="ph b">Support team-based workflows:</strong> Supports how teams
work across scorers, template creators, training assigners, and
leaders.</li>
<li class="li" dir="ltr">
<strong class="ph b">Expand access with control:</strong> Role-based permissions let
admins open access to templates while controlling who can make changes.</li>
<li class="li" dir="ltr">
<strong class="ph b">Improve leadership oversight:</strong> Track both agent readiness
and team activity over time.</li>
</ul>
</div>
<p class="p" dir="ltr"><strong class="ph b">To configure access to the Conversation training simulator</strong>
</p>
<ol class="ol" id="topic_jbt_jx4_2fc__ol_eym_dbd_43c">
<li class="li">In Support, click the conversation training simulator icon (<img class="image" id="topic_jbt_jx4_2fc__image_dkm_gj5_p3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/LMS-update-5.png" width="20">).</li>
<li class="li">On the conversation training simulator page, click the <strong class="ph b">Permissions</strong>
tab.</li>
<li class="li">On the Permissions tab, select a role to configure its permissions. The list of
roles will vary depending on your account settings.<p class="p"><img class="image" id="topic_jbt_jx4_2fc__image_glm_wpy_v3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/lms_apr_1.png" width="750"></p>
</li>
<li class="li">In the permissions panel for the selected role, select the required permissions
for creating, assigning, and viewing templates.<p class="p"><img class="image" id="topic_jbt_jx4_2fc__image_sfv_fqy_v3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/lms_apr_2.png" width="300"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_w5v_v2w_22c">
<h2 class="title topictitle2" id="ariaid-title5">Using the Conversation training simulator app</h2>
<div class="body">
<p class="p">To open the app, in Support, click the conversation training simulator icon (<img class="image" id="topic_w5v_v2w_22c__image_byd_jj5_p3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/LMS-update-5.png" width="20">).</p>
<p class="p">The Conversation training simulator page displays the title, description, creator,
and assignees for each training template. Training templates include a consolidated
view of key progress metrics, including template completion status, number of agents
currently in progress, and number of agents not yet complete. You can hover over a
template to see additional template details or click <strong class="ph b">Filter</strong> to narrow down
the list of templates.</p>
<p class="p">Click a template to open a detailed assignments list showing each assignment’s
required ticket count, color-coded ticket status indicators, and overall assignment
status: In Progress, Paused, Cancelled, or Completed.</p>
<p class="p"><img class="image" id="topic_w5v_v2w_22c__image_x5g_3yc_43c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/LMS-update-1.png" width="800"></p>
<div class="p">From this page, you can also perform the following actions:<ul class="ul" id="topic_w5v_v2w_22c__ul_zvs_svw_22c">
<li class="li"><a class="xref" href="#topic_mgh_3ww_22c">Create a new training template</a></li>
<li class="li"><a class="xref" href="#topic_uty_3ww_22c">Assign training tickets to agents</a></li>
<li class="li"><a class="xref" href="#topic_d2f_q1r_cjc">Adding QA scores to your status</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_mgh_3ww_22c">
<h3 class="title topictitle3" id="ariaid-title6">Create a new training template</h3>
<div class="body">
<p class="p">In this section, you'll create a training template that you can assign to
agents.</p>
<p class="p">This section contains the following steps. Follow each step in order:</p>
<ul class="ul" id="topic_mgh_3ww_22c__ul_otr_2w2_f2c">
<li class="li"><a class="xref" href="#topic_jyh_y52_f2c">Getting started</a></li>
<li class="li"><a class="xref" href="#topic_lrw_nhg_wjc">(Optional) Add reference documents</a></li>
<li class="li"><a class="xref" href="#topic_jll_kv2_f2c">Define your scenario</a></li>
<li class="li"><a class="xref" href="#topic_t3t_kv2_f2c">Testing your training template</a></li>
<li class="li"><a class="xref" href="#topic_gvd_lv2_f2c">Saving your template</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested3" id="topic_jyh_y52_f2c">
<h4 class="title topictitle4" id="ariaid-title7">Getting started</h4>
<div class="body">
<p class="p">In this step, you'll provide basic information about your new template.</p>
<p class="p"><strong class="ph b">To create a training template</strong></p>
<ol class="ol" id="topic_jyh_y52_f2c__ol_nkt_t2w_22c">
<li class="li" dir="ltr">On the templates tab of the conversation training simulator
page, click <strong class="ph b">Create template</strong>. </li>
<li class="li" dir="ltr">On the Create template page, enter a unique name and optional
description for the template. The description you use does not affect
your AI-generated tickets.<p class="p" dir="ltr"><img class="image" id="topic_jyh_y52_f2c__image_ux2_gb2_f2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/LMS_app_4.png" width="500"></p>
</li>
<li class="li">Click <strong class="ph b">Next</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested3" id="topic_lrw_nhg_wjc">
<h4 class="title topictitle4" id="ariaid-title8">(Optional) Add reference documents</h4>
<div class="body">
<p class="p">You can upload reference documents that are visible for every training ticket
created. These documents can be any of the following file types: PDF, HTML, Markdown, TXT, PNG, JPG, MP4, WebM, and MOV. For
example, customers often want to share an image of a product, damaged goods,
or a policy they are referring to, to better explain the situation in the
ticket. These files will appear as links that agents can open to review the
details and provide a more accurate analysis based on the information
shared. </p>
<p class="p"><strong class="ph b">To add reference documents</strong></p>
<ol class="ol" id="topic_lrw_nhg_wjc__ol_rpr_qjg_wjc">
<li class="li">Drag and drop the required documents into the reference documents area.
You can also click, then browse to the files you want. You can upload up
to three documents.</li>
<li class="li">Click <strong class="ph b">Next</strong>.</li>
</ol>
<div class="p">
<div class="note important">
<span class="importanttitle">Important:</span> Ensure you scan any documents for malware before you upload them. The
conversation training simulator does not scan any files you
upload.</div>
</div>
<p class="p"><img class="image" id="topic_lrw_nhg_wjc__image_tps_43g_wjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/LMS_July_2.png" width="450"></p>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested3" id="topic_jll_kv2_f2c">
<h4 class="title topictitle4" id="ariaid-title9">Define your scenario</h4>
<div class="body">
<p class="p">Next, define your scenario. This defines the topics that the simulator will
use to create tickets.</p>
<p class="p" dir="ltr"><strong class="ph b">To define your Scenario</strong></p>
<ol class="ol" id="topic_jll_kv2_f2c__ol_rkt_t2w_22c">
<li class="li">In the Define your scenario section of the Create template page, choose
one of the following options to use as reference points for AI-generated
ticket conversations:<ul class="ul" id="topic_jll_kv2_f2c__ul_w2w_3yx_22c">
<li class="li">
<strong class="ph b">Select intents:</strong> From the list, select a topic from the
Zendesk-provided intents. This will help define the data used to
train your agents.</li>
<li class="li">
<strong class="ph b">Select similar tickets:</strong> Select related tickets from your
real-life encounters with customers. You can use the standard
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886879258" target="_blank">Zendesk search syntax</a>
to find tickets that match your planned training conversations.
The conversation training simulator references end user comments
from these tickets to establish realistic detail for your
training scenarios. You can click the ticket subject hyperlink
to open the ticket in Support or choose the tickets you want to
use as a training reference. Any tickets you select must be
accessible by the agents you are generating the training
for.<p class="p">Use the <strong class="ph b">Filter</strong> button to help you search for
the tickets you want.</p>
<div class="p">
<div class="note important">
<span class="importanttitle">Important:</span> Make sure to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846470170-Redacting-ticket-content" target="_blank">redact any sensitive
PII data</a> in these tickets prior to creating
the training template. </div>
</div>
</li>
</ul>
<p class="p" dir="ltr"><img class="image" id="topic_jll_kv2_f2c__image_ex3_kb2_f2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/LMS_app_5.png" width="450"></p>
</li>
<li class="li">Click <strong class="ph b">Next</strong>.</li>
<li class="li">From the <strong class="ph b">Select tone</strong> dropdown, choose the tone your AI-generated
end user will use in conversation with your agents. You can choose from
values such as friendly, sympathetic, and formal. You can select
multiple tones, and the training assignment will randomly assign the
selected tones to the created training tickets.</li>
<li class="li">If there are other details that you think might help create the
training, you can enter them under <strong class="ph b">Additional refinement</strong>. For
example, you might specify products to reference or specific policies to
push back against. This directly modifies the AI prompt used to create
the training tickets, so try to be explicit in your instructions.
<p class="p">Under Additional refinement, you'll see one or more of the three
fields: products, policies, and behavioral rules. To ensure the
refinement works correctly, don't delete these fields. See the
screenshot below for an example. If you don't include all three
fields, you'll see an error message and the refinement won't be
created. </p>
<p class="p">Once you've entered details, click <strong class="ph b">Refine
prompt</strong>. Your additional details are validated, then
saved.</p>
<p class="p">Once the prompt has been refined, if the user manually
removes any of the three rules from the text box, the conversation
training simulator will treat the remaining input as a standard text
prompt and display a warning. If you don't click <strong class="ph b">Refine
prompt</strong>, the Conversation training simulator treats the
prompt as a standard text prompt without showing any warning or
error.</p>
<p class="p">The system converts this natural-language input into a
concise, specific prompt that can be passed to the AI to make it
richer. </p>
<p class="p" dir="ltr"><img class="image" id="topic_jll_kv2_f2c__image_q2t_k2g_wjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/LMS_July_1.png" width="500"></p>
</li>
<li class="li">Click <strong class="ph b">Next</strong>.</li>
<li class="li">If you want your agents to review any training documentation prior to
being assigned tickets for training or assessment, you can provide up to
three links to documentation, videos, or internal policy documentation
in your help center. These links will be provided in a single ticket to
the agent <em class="ph i">prior</em> to receiving any simulated customer
conversations. When the agent solves the ticket, the first AI-generated
conversation will be assigned to them. If no links are provided, the
first ticket will be a generated conversation based on the scenario you
created.<p class="p">Under Training documentation, click <strong class="ph b">Add
link</strong>.</p>
</li>
<li class="li">Add a link to the training documentation you want the agent to see.</li>
<li class="li">Add a name to the link to make it more readable for agents.</li>
<li class="li">Continue to add links as required.<p class="p" dir="ltr"><img class="image" id="topic_jll_kv2_f2c__image_qcn_mfd_43c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/LMS_app_9.png" width="450"></p>
</li>
<li class="li">In the Documentation introduction message section, enter a message to
inform agents that they've received a training ticket and must mark
the ticket as solved to continue receiving training tickets.<p class="p"><img class="image" id="topic_jll_kv2_f2c__image_knz_bk5_p3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/LMS-update-6.png" width="450"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested3" id="topic_t3t_kv2_f2c">
<h4 class="title topictitle4" id="ariaid-title10">Testing your training template</h4>
<div class="body">
<p class="p" dir="ltr">This is a great time to test out an AI-generated conversation. </p>
<p class="p"><strong class="ph b">To test your conversation</strong></p>
<ol class="ol" id="topic_t3t_kv2_f2c__ol_ykt_t2w_22c">
<li class="li">On the Create training template page, click <strong class="ph b">Test this ticket</strong>. A
test chatbot is displayed where you can converse with the AI.<p class="p" dir="ltr"><img class="image" id="topic_t3t_kv2_f2c__image_ajl_4b2_f2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/LMS_app_7.png" width="350"></p>
<p class="p">Using this example,
you'll see that the AI is referencing "software" when you want it to
reference "retail clothing".</p>
<p class="p" dir="ltr"><img class="image" id="topic_t3t_kv2_f2c__image_xc1_wjs_jkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/lms_1_2.png" width="400"></p>
<p class="p">To improve this, you can return
to the scenario pages and select example tickets that reference
clothing. You could also expand your additional refinement to add
details about your products that customers might want a refund
for.</p>
</li>
<li class="li">When you've finished testing, close the test chatbot.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested3" id="topic_gvd_lv2_f2c">
<h4 class="title topictitle4" id="ariaid-title11">Saving your template</h4>
<div class="body">
<p class="p">Now that you've finished configuring and testing your template, you can save,
edit, or delete it as required.</p>
<p class="p"><strong class="ph b">To save your template</strong></p>
<ul class="ul" id="topic_gvd_lv2_f2c__ul_cjh_lnm_32c">
<li class="li">Click <strong class="ph b">Save</strong> to return to the Overview page. From this page, you
can click the options button (<img class="image" id="topic_gvd_lv2_f2c__image_wvk_vld_f2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/LMS_app_3.png" width="14">) to assign, edit, duplicate, or
delete the training template, as needed.</li>
</ul>
<p class="p" dir="ltr"><img class="image" id="topic_gvd_lv2_f2c__image_hch_rk5_p3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/LMS-update-7.png" width="800"></p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested2" id="topic_uty_3ww_22c">
<h3 class="title topictitle3" id="ariaid-title12">Assign training tickets to agents</h3>
<div class="body">
<p class="p" dir="ltr">At this point, you’ve created your training template and are ready to
assign tickets to agents. You can choose agents based on their scores with
similar tickets in Zendesk QA or another QA tool, select all new agents who are
onboarding, or select all agents that might work with a new product or
service.</p>
<p class="p">Training tickets are not generated immediately upon assignment. The conversation
training simulator generates tickets once the assigned agent logs into the
Zendesk instance.</p>
<p class="p"><strong class="ph b">To assign tickets to agents</strong></p>
<ol class="ol" id="topic_uty_3ww_22c__ol_ilt_t2w_22c">
<li class="li">In the conversation training simulator, next to the template you want to
assign, click <strong class="ph b">Assign template</strong>.</li>
<li class="li">On the Assign template page, provide the following information (click
<strong class="ph b">Next</strong> to advance to each section):<ul class="ul" id="topic_uty_3ww_22c__ul_qh1_lhf_f2c">
<li class="li" dir="ltr">
<strong class="ph b">Template:</strong> Select a training template from the
list.<p class="p" dir="ltr"><img class="image" id="topic_uty_3ww_22c__image_mz2_xc2_f2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/LMS_app_12.png" width="350"></p>
</li>
<li class="li">
<strong class="ph b">Language:</strong> From the list, select the language that the tickets
will be created in. You can choose from English, Spanish,
Portuguese, Italian, French, German, Arabic, Chinese, Korean,
Japanese, Hindi, Bengali, Swahili, Yoruba, and Indonesian. You can
also select <strong class="ph b">Agent preferred language</strong> to create tickets in the
agent's configured language where available.<p class="p"><img class="image" id="topic_uty_3ww_22c__image_ybd_sz4_2fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/lms-sim-update-1.png" width="350"></p>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Number of tickets:</strong> Enter how many training tickets
you want the agent to receive from this training template. This does
not include the initial training documentation ticket that you might
have configured. Tickets will be created and assigned one at a time,
with each new ticket being created after the previous one was
solved. You can create up to ten tickets.<p class="p" dir="ltr"><img class="image" id="topic_uty_3ww_22c__image_sdz_zc2_f2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/LMS_app_13.png" width="350"></p>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Tags:</strong> In order to identify, route, and track
training tickets, you can tag your training tickets with one or more
tags. Enter an existing tag, or create a new one. Press enter to
finalize your selection.<p class="p" dir="ltr"><img class="image" id="topic_uty_3ww_22c__image_vm4_bd2_f2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/LMS_app_14.png" width="350"></p>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Goals</strong>: Select your goal with this assignment. You
can select a standard goal that targets more soft skills (for
example, multi-step problem solving) or you can write a custom goal
(for example, "The resolution for this problem is that the Bluetooth
keyboard needs to be disconnected and reconnected"). The AI customer
will end the conversation when the goal has been met.<p class="p" dir="ltr"><img class="image" id="topic_uty_3ww_22c__image_p3l_dd2_f2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/LMS_app_15.png" width="350"></p>
</li>
</ul>
</li>
<li class="li">Choose the agents who you want to assign the training. You can select agents
from a list, or use a search filter.</li>
<li class="li">Choose the training due date. You can also choose to send agents a
notification when the due date is approaching.<p class="p"><img class="image" id="topic_uty_3ww_22c__image_ub3_3ry_v3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/lms_apr_3.png" width="350"></p>
</li>
<li class="li">Finally, select the priority for any tickets the simulator creates. The
priority helps agents to decide which tickets to work on first from their
assigned training list.</li>
<li class="li">Click <strong class="ph b">Assign training ticket</strong>.</li>
</ol>
<p class="p">The first training ticket will now be assigned to the agents you selected.</p>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> From the template’s assignments list, click an agent to open their assignment
details, including the list of tickets assigned to the agent and the status
of each ticket.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested2" id="topic_d2f_q1r_cjc">
<h3 class="title topictitle3" id="ariaid-title13">Adding QA scores to your status</h3>
<div class="body">
<div class="p">If you use <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10093676975898" target="_blank">Zendesk QA</a>, you can manually enter, or
automatically generate QA scores for conversation training simulator tickets and
include them in your reports. The benefits of this include:<ul class="ul" id="topic_d2f_q1r_cjc__ul_arv_3hr_cjc">
<li class="li">
<strong class="ph b">Easier progress tracking:</strong> Use assignment status filters to see
training progress and quickly identify agents who need extra support. </li>
<li class="li">
<strong class="ph b">Extend QA into training:</strong> Customers who already score production
tickets can use the same QA approach for training.</li>
<li class="li">
<strong class="ph b">Assess readiness earlier:</strong> Leaders can evaluate new hires, Tier 1
agents, and BPO teams while they are still in training, before they move
into production.</li>
<li class="li">
<strong class="ph b">Use real-world scenarios:</strong> Scoring training tickets helps measure
support skills and product knowledge in realistic situations, making
training more practical and relevant.</li>
</ul>
</div>
<p class="p"><img class="image" id="topic_d2f_q1r_cjc__image_b4g_1ks_jkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/lms_1_1.png" width="800"></p>
</div>
<div aria-labelledby="ariaid-title14" class="topic nested3" id="topic_dll_qhr_cjc">
<h4 class="title topictitle4" id="ariaid-title14">Setting up QA score integration</h4>
<div class="body">
<p class="p">Before you can incorporate QA scores into your conversation training
simulator reports, there are a few steps you need to take in Zendesk QA and
the Conversation training simulator app.</p>
<p class="p"><strong class="ph b">To configure QA score integration</strong></p>
<p class="p"><strong class="ph b">In Zendesk QA</strong></p>
<ol class="ol" id="topic_dll_qhr_cjc__ol_b4b_ktm_djc">
<li class="li">Follow the instructions in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669282714" target="_blank">Setting up a custom integration in
Zendesk QA</a> to obtain an API key.<p class="p"><img class="image" id="topic_dll_qhr_cjc__image_ws2_kfn_djc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/lms-26-2.png" width="550"></p>
</li>
<li class="li">Copy the API key to your computer clipboard and store the generated API
key in a safe place as you won't be able to retrieve it later.</li>
</ol>
<p class="p"><strong class="ph b">In the conversation training simulator app</strong></p>
<ol class="ol" id="topic_dll_qhr_cjc__ol_vzk_knr_cjc">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_dll_qhr_cjc__image_b4l_ypr_cjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Zendesk
Support apps</strong>.</li>
<li class="li">From the list of apps, click <strong class="ph b">Conversation training
simulator</strong>.</li>
<li class="li">On the app installation page, select <strong class="ph b">Enable Zendesk QA</strong>.</li>
<li class="li">In the <strong class="ph b">Zendesk QA API token</strong> field, paste the API key you copied
previously.<p class="p"><img class="image" id="topic_dll_qhr_cjc__image_rtf_nfn_djc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/lms-26-1.png" width="500"></p>
</li>
<li class="li">Click <strong class="ph b">Update</strong>.</li>
</ol>
<p class="p">You've now set up the integration between Zendesk QA and the conversation
training simulator app.</p>
</div>
</div>
<div aria-labelledby="ariaid-title15" class="topic nested3" id="topic_wpl_rhr_cjc">
<h4 class="title topictitle4" id="ariaid-title15">Viewing your QA scores in conversation training simulator reports</h4>
<div class="body">
<p class="p">Once you've configured the connection between Zendesk QA and the Conversation
training simulator app, you'll see new columns named <strong class="ph b">IQS score</strong> and
<strong class="ph b">Auto QA</strong> that display any manual or automatic QA scores.</p>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> Click <strong class="ph b">Refresh QA score</strong> to get the latest information
from Zendesk QA.</div>
</div>
<p class="p">Click any QA score to read a detailed breakdown of how it was calculated.</p>
<p class="p"><img class="image" id="topic_wpl_rhr_cjc__image_wz3_hfn_djc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/lms-26-3.png" width="300"></p>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title16" class="topic nested1" id="topic_ed1_gzd_43c">
<h2 class="title topictitle2" id="ariaid-title16">Exporting template and assignment details</h2>
<div class="body">
<p class="p">You can export template and assignment details, including assigned agent information
to support external reporting, performance tracking, and stakeholder updates.
Information is exported as a comma-separated-values (CSV) file.</p>
<p class="p"><strong class="ph b">To export template and assignment details</strong></p>
<ul class="ul" id="topic_ed1_gzd_43c__ul_z1m_312_43c">
<li class="li">On the conversation training simulator page, click <strong class="ph b">Export CSV</strong>.<p class="p"><img class="image" id="topic_ed1_gzd_43c__image_ygz_m12_43c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/LMS-update-3.png" width="450"></p>
</li>
</ul>
<p class="p">Your data is immediately exported, and you'll find the CSV file in your computer's
Downloads folder.</p>
</div>
</div>
<div aria-labelledby="ariaid-title17" class="topic nested1" id="topic_ccp_x12_43c">
<h2 class="title topictitle2" id="ariaid-title17">Managing assignments</h2>
<div class="body">
<p class="p">After you've assigned training tickets, there are several actions you can take to
manage the assignment.</p>
<p class="p">If you know that an agent will be unavailable, you can pause their assignments and
resume them when they return. You can also cancel an assignment if it's no longer
required. Additionally, you can send a reminder to agents if their training is
overdue.</p>
<p class="p"><strong class="ph b">To manage assignments</strong></p>
<ol class="ol" id="topic_ccp_x12_43c__ol_vj2_gb2_43c">
<li class="li">On the Conversation training simulator page, click a template to open its status
page.</li>
<li class="li">On the template status page, click the options menu (<img class="image" id="topic_ccp_x12_43c__image_lx4_sb2_43c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png" width="16">).</li>
<li class="li">From the list of options, click <strong class="ph b">Pause assignment</strong>, <strong class="ph b">Resume
assignment</strong>, <strong class="ph b">Cancel assignment</strong>, or <strong class="ph b">Send reminder</strong>.<p class="p"><img class="image" id="topic_ccp_x12_43c__image_esq_qrf_w3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/lms-ss.png" width="300"></p>
</li>
</ol>
<p class="p">The agent is notified that the current training ticket is paused. This helps prevent
delays from negatively impacting training timelines and related scoring. While
paused, no new training tickets are generated for the agent.</p>
</div>
</div>
<div aria-labelledby="ariaid-title18" class="topic nested1" id="topic_dwj_vl5_p3c">
<h2 class="title topictitle2" id="ariaid-title18">Filtering templates</h2>
<div class="body">
<div class="p">To make it easier to view your template assignments, you can filter them by the
following values:<ul class="ul" id="topic_dwj_vl5_p3c__ul_hwh_d45_p3c">
<li class="li">
<strong class="ph b">Assigned by:</strong> Display templates that were assigned by the person you
specify.</li>
<li class="li">
<strong class="ph b">Start date:</strong> Display templates that were assigned on the date you
specify.</li>
<li class="li">
<strong class="ph b">End date:</strong> Display templates that were completed on the date you
specify.</li>
<li class="li">
<strong class="ph b">Status:</strong> Display templates with the selected status.</li>
</ul>
</div>
<p class="p"><strong class="ph b">To filter templates</strong></p>
<ol class="ol" id="topic_dwj_vl5_p3c__ol_kbm_sm5_p3c">
<li class="li">In a template, click <strong class="ph b">Filter</strong>.</li>
<li class="li">In the Filter options panel, configure the filters as required.</li>
<li class="li">Click <strong class="ph b">Apply filters</strong>.</li>
</ol>
<p class="p">The list of template assignments updates to reflect your filters.</p>
<p class="p"><img class="image" id="topic_dwj_vl5_p3c__image_vzw_5m5_p3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/LMS-update-8.png" width="200"></p>
</div>
</div>
<div aria-labelledby="ariaid-title19" class="topic nested1" id="topic_r3v_cv3_l2c">
<h2 class="title topictitle2" id="ariaid-title19">Best practices</h2>
<div class="body">
<p class="p">Review the following best practices to help you get the most from the conversation
training simulator app:</p>
<ul class="ul" id="topic_r3v_cv3_l2c__ul_oq2_3v3_l2c">
<li class="li" dir="ltr">If any of your reports and metrics use inclusions or exclusions,
modify the reports as follows:<ul class="ul" id="topic_r3v_cv3_l2c__ul_pq2_3v3_l2c">
<li class="li" dir="ltr">If your reports <em class="ph i">include</em> a specific tag, form, or
similar that's counted in your metrics, you don't need to take any
further action. Conversation training simulator tickets use your default
ticket form and automatically apply the <em class="ph i">training-simulator</em> tag.<div class="p">
<div class="note">
<span class="notetitle">Note:</span> In previous versions of the simulator, the tag was named
lms-training. Any templates you created in a previous version of
the simulator will retain this tag.</div>
</div>
</li>
<li class="li" dir="ltr">If your reports <em class="ph i">exclude</em> items, you’ll need to modify
these reports and metrics to exclude tickets with the training-simulator
tag.</li>
</ul>
</li>
<li class="li" dir="ltr">When you create groups, you'll often assign tickets to them and filter
views based on groups. In this case, make sure that tickets with the
training-simulator tag are assigned to the appropriate group or there is a
public view that includes all training-simulator tickets assigned to the current
user.</li>
<li class="li" dir="ltr">Make sure that training tickets don’t impact an agent’s performance
reviews. If you’re using Zendesk QA, exclude the training-simulator tag from any
dashboards you’re using.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title20" class="topic nested1" id="topic_e54_gjw_22c">
<h2 class="title topictitle2" id="ariaid-title20">Agent guide for the app</h2>
<div class="body">
<p class="p" dir="ltr">If you’ve been assigned a training ticket from the Conversation training
simulator, there are several important things to understand.</p>
<p class="p" dir="ltr">This section contains the following topics:</p>
<ul class="ul" id="topic_e54_gjw_22c__ul_bfm_gr2_f2c">
<li class="li"><a class="xref" href="#topic_vyj_ckw_22c">About the training documentation ticket</a></li>
<li class="li"><a class="xref" href="#topic_dks_ckw_22c">About the training ticket</a></li>
<li class="li"><a class="xref" href="#topic_gs1_lkg_wjc">Monitoring your training tickets</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title21" class="topic nested2" id="topic_vyj_ckw_22c">
<h3 class="title topictitle3" id="ariaid-title21">About the training documentation ticket</h3>
<div class="body">
<p class="p" dir="ltr">Your training might begin with a single training documentation ticket.
This will have between one and three documentation links that your administrator
suggests reviewing before you begin having simulated conversations. When you’ve
finished reviewing the documentation, solve the ticket.</p>
<p class="p" dir="ltr">The ticket can be identified by the requester ([Conversation training]
bot, Subject (Training documentation ticket), and potentially tags or custom
ticket fields (Assigned training and Training Template), which, depending on
your configuration, you might see in your ticket view. </p>
<p class="p">Training tickets are created once you've solved the training documentation
ticket.</p>
</div>
</div>
<div aria-labelledby="ariaid-title22" class="topic nested2" id="topic_dks_ckw_22c">
<h3 class="title topictitle3" id="ariaid-title22">About the training ticket</h3>
<div class="body">
<p class="p" dir="ltr">After completing the training documentation ticket (if included),
you'll be automatically assigned your first training ticket. This ticket will
have a status of Open. You can identify this as a training ticket using the
ticket tags or custom ticket fields (Assigned training and Training Template),
which, depending on your configuration, you might see in your ticket view.</p>
<p class="p" dir="ltr">Complete this ticket as you would any other. The requester will
continue responding until the ticket is resolved. After the ticket is marked as
Solved, no further training tickets will be created and assigned to the
agent.</p>
<p class="p" dir="ltr"><img class="image" id="topic_dks_ckw_22c__image_tln_fd2_f2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/LMS_app_16.png" width="650"></p>
</div>
</div>
<div aria-labelledby="ariaid-title23" class="topic nested2" id="topic_gs1_lkg_wjc">
<h3 class="title topictitle3" id="ariaid-title23">Monitoring your training tickets</h3>
<div class="body">
<p class="p">The Conversation training simulator app provides two methods you can use to
monitor your training tickets:</p>
<ul class="ul" id="topic_gs1_lkg_wjc__ul_sml_skg_wjc">
<li class="li">Agents can see a progress, pending, and completed training icon in the top
menu bar showing the total number of training tickets assigned to them, how
many they have completed, and how many are pending.<p class="p"><img class="image" id="topic_gs1_lkg_wjc__image_ccz_whs_jkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/lms_1_3.png" width="500"></p>
</li>
<li class="li">The conversation training simulator app creates a custom ticket view that
aggregates all training tickets for easy tracking. Click the training icon
in the top menu bar, then click <strong class="ph b">Show more details</strong> to see the
training tickets view.<p class="p"><img class="image" id="topic_gs1_lkg_wjc__image_ehm_dls_jkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/lms_1_1.png" width="700"></p>
</li>
</ul>
</div>
</div>
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