Setting up Customer Simulator

A customer profile contains the properties that represent the customer in a simulation. The associated contact and account data is used to populate the customer data shown in the composite view when the CSR processes a customer interaction in a simulation.

1. In the navigation pane of Dev Studio, click Records.
2. Click Data Model > Data Transform.
3. On the Data Transform landing page, click the Name filter and then enter Simulator.
4. In the Filter results list, click CustomerSimulatorProfiles.

   The following figure shows an example of the customer profiles, which associate the customer name with a Contact record and an Account record:

   

   This Data Transform provides a template that you can use to add and modify customer profiles. A profile name identifies a customer profile, for example, "Sara Connor account." The example in this simulation uses Contact ID and Service account. After you create scenarios using a profile, you cannot change the profile name, but you can change the other properties.

5. Add profiles or modify existing profiles.
6. Save your changes.

The communication style determines how the customer communicates during an interaction. For example, one customer might use technical jargon, or slang words and phrases, while others might be very verbose, or say very little.

1. In the navigation pane of Dev Studio, click Records.
2. Click Data Model > Property.
3. Click the Property Name filter and then enter CommunicationStyle.
4. In the filter results list, click CommunicationStyle.
5. To add a new value, click Add choice.
6. To remove a value, click the Delete button next to it.
7. Click Save.

The following figure shows the default communication styles list:

A customer might exhibit a variety of moods (for example: happy, confused, or very angry). A training manager can mix and match communication styles and moods to create a realistic customer interaction.

1. In the navigation pane of Dev Studio, click Records.
2. Click Data Model > Property.
3. Click the Property Name filter and then enter CustomerMood.
4. In the filter results list, click CustomerMood.
5. To add a new value, click Add choice.
6. To remove a value, click the Delete button next to it.
7. Click Save

The following figure shows the default customer mood list:

Conversational analytics provide metrics that can help a CSR assess their performance in the simulated customer interaction. The system generates these analytics during the interaction wrap-up process. The following figure shows an example of the reported metrics on the Feedback tab of the Interaction Summary.

The Customer Simulator application provides preconfigured Conversational analytics for metrics such as CSR professionalism and customer satisfaction. You can add new metrics and modify existing metrics.

To enable the analytics in the Customer Simulator application:

1. In the navigation pane of Dev Studio, click Case Types.
2. Click Work-.
3. Click the Settings tab, and then click Analytics.
   
4. Enable analytics that you want to use.
5. Click Add field to add a new metric.

For more information about adding a new metric, see Configuring conversational analytics.

For more information about technical requirements and setting up channels, see Setting up Customer Simulator.