This article will focus on Call Simulations within the Luster platform, specifically how to create, edit, clone, and delete calls.
Only Managers and Luster Admins can create and edit Call Simulations. Users are not able to.
Note: Only Call Simulations are currently available for Managers and Admins to create. If you would like a new Skill Drill or to revise an existing Skill Drill, please reach out to your Luster CSM directly.
Creating a New AI Call Session
On the main homepage, navigate to the top right corner of your screen and click, "Create New" -> "Call Session"
You will then fill in the details:
Call Details
Call Name: This is only visible in reporting and is not visible in the UI
Call Description: If you would like to add a brief description of the call, you can enter it here. This also will not be visible in the UI.
Call Type: Select the type of call you would like to create, Prospecting, Discovery, or Proposal
Difficulty: Select the difficulty level of the call
Call Goal
Next, you will fill in the 'Goal' section. This section WILL be visible to the end user, this gives them a full understand of what they are trying to accomplish with this call. You can enter in as much or as little information as you would like.
Note: The information you enter into the Goal of the call will not affect the flow of the call - this is meant to provide guidance to the end-user about the call itself.
Define Success
Next, you will define what success looks like for this call type with 3 steps. This ensures the end-user understands what the gold standard is and what they are aiming for.
Note: Each of the 3 steps must be filled in and there is a limit in the description of 500 total characters.
Persona Selection
Next, you will select the Persona you want this call to be with.
💡 Best Practice Tip: Think through the role or title for that particular call type. As an example, an Individual Contribute role may or may not typically be part of a Proposal call conversation. You know your business the best!
Skills
Next, you will select the Skills that will be assessed on this particular call. This is what will show up in the Feedback window for your end-user. There are Luster Universal Skills available in your instance (these are what we consider tablestakes selling skills) as well as any Custom Skills you may have worked with your CSM to create.
💡 Best Practice Tip: You can select up to 10 skills per call, however we have found the magic number is a max of 5 skills per call, so that your end-users don't get overwhelmed by too much feedback.
You can always create multiple calls that focus on specific areas of skill development.
The last step is to click "Create Call" and you're all set!
Note: Any calls created will be available and visible to ALL Users on the platform.
Editing an Existing AI Call Session
If you need to edit an existing call, follow the steps below:
Locate the call session you want to edit in the Call Sessions dashboard. Then click the three-dot menu (⋮) in the top right corner of the card and select Edit.
Update the field you would like to adjust and then click Save Changes to apply updates.
💡 Best Practice Tip: Confirm whether you would like to Edit or create a new call simulation.
For example, if you are looking to change the Difficulty level, we recommend creating a new call simulation so that any historical data attached to that call is kept intact.
If however, you just want to add additional details to the goal or success criteria for the call - that's a perfect reason to edit!
Cloning an AI Call Session
If you want to clone an existing call, follow the steps below:
Locate the call session you want to edit in the Call Sessions dashboard. Then click the three-dot menu (⋮) in the top right corner of the card and select Clone.
The system will create a duplicate session with the same settings; you will just need to create a new, unique call name and then click, "Create Call" when you're done.
Publishing/Unpublishing an AI Call Session
If you want to publish or unpublish an existing call, follow the steps below:
Locate the call session you want to publish or un-publish in the Call Sessions dashboard. Then click the three-dot menu (⋮) in the top right corner of the card and select Publish/Unpublish.
Deleting an AI Call Session
🚨 Deleting a session is permanent and cannot be undone. While historic call data, transcripts, and insights will remain intact, the session itself will no longer be available for new calls.
Locate the call simulation you want to delete. Click the three-dot menu (⋮) next to the session and select Delete. Confirm the deletion when prompted, and you're all set.
Visual Learner?
If you're more of a visual learner, you can check out this video walk-through from our CSM team:
Publish / Unpublish Calls