Overview:
The On-Screen Action Analysis feature offers a comprehensive, multimodal training experience designed to simulate and evaluate complete trainee workflows. It enables course creators to train not only on managing conversations but also on accurately capturing data in CRMs or internal systems during live calls. This integrated system ensures trainees are proficient in both verbal and operational skills.
Why Use On-Screen Action Analysis?
Course creators should use On-Screen Action Analysis when:
Multimodal Training: You want to evaluate both conversational skills and actions taken in external systems, such as CRM platforms, during live calls.
Complete Trainee Evaluation: You need to assess how well trainees manage conversations while simultaneously interacting with systems, ensuring they can multitask effectively.
Action-Specific Training: You want to set specific actions or behaviors to evaluate, providing clear, actionable feedback for agents.
How Does It Work?
1. Creation of the Role-Play with Screen Action Analysis
To create a role-play that uses On-Screen Action Analysis, follow these steps:
Go to the Editor:
Open the Editor and select "Add task".
Choose the relevant template to use for your role-play.
Upload a Demonstration Video:
After creating the role-play content, upload a video demonstrating the desired trainee interaction with the CRM during a call.
Video Requirements:
File formats: WEBM, MP4, WMV, and MPEG.
File size: Maximum of 200MB.
Resolution: At least 1280×720 pixels.
Frame rate: Minimum of 5 FPS.
Aspect ratio: Between 4:3 and 21:9.
Note: The video should demonstrate actions performed by the trainee (e.g., clicking buttons, navigating screens). Presentations won’t work as they don’t show direct actions.
Note: the video must contain actions taken by the user.
Analyze the Video:
Click the “Analyze video” button. Second Nature’s AI will analyze the video and identify the actions taken within it. The AI will then provide recommendations for evaluating the trainee sessions in future role plays.
2. On-Screen Action Analysis Setup
Once the video is analyzed, you will be taken to the On-Screen Action Analysis Setup page where you’ll review the AI's recommendations.
Action List:
The table generated by the AI will include main actions and sub-actions. Each action will have the following details:
Action Description: What the trainee should do, e.g., "Trainee clicks the button to add a new task."
Expected Duration: The estimated time the action should take (this won’t affect the trainee's score).
Make or Break: If marked as "Make or Break," failure to complete this action results in a score of 0 for the entire role play.
Action Breakdown:
Main Actions can have associated sub-actions. If there are no sub-actions, the main action is scored 0 or 100.
Sub-Actions Scoring:
1 of 3 sub-actions completed → 33 points
2 of 3 sub-actions completed → 66 points
3 of 3 sub-actions completed → 100 points
The final score for the main action is the average of all its sub-action scores.
Scoring Example:
Main action 1 has 3 sub-actions. If 2 sub-actions are completed, the score is 66.
Main action 2 has no sub-actions and is scored 100.
Final performance score: (66 + 100) / 2 = 83.
Editable Actions:
Course creators can add or edit actions and sub-actions in the list to tailor them to specific training needs.
Score Settings:
Adjust the ratio between Knowledge, Style, and Actions to change how each component is weighted during evaluation.
3. Practice
During the role play, the trainee will share their screen while performing the necessary actions in their CRM or any other platform relevant to the training. This allows for the assessment of how well they interact with the system while managing the conversation.
4. Analysis
After the role play is complete, the trainee will receive a detailed analysis evaluating:
Knowledge: How well the trainee demonstrated the required knowledge during the conversation.
Speaking Style: How effectively the trainee communicated.
On-Screen Actions: How accurately the trainee performed actions within the CRM or platform.
This analysis provides both quantitative scores and qualitative feedback on the trainee’s performance.
Key Notes:
Single Task Limitation: You cannot create a role play that combines both On-Screen Action tasks and PPT uploads. Only one of these elements can be used per role play.
File Size Limit: Ensure video files do not exceed 200MB.
Video Format: Stick to the supported video formats (WEBM, MP4, WMV, and MPEG).
FAQ:
What if we don’t have the sandbox/CRM to use?
Answer: If you do not have access to the specific CRM or platform, try using a generic platform, such as a word document or even a simplified simulation of the CRM flow, to demonstrate the required actions.
Can I use it in other languages:
Answer: Yes.