Practice Calls
A practice call is the actual experience of a scenario. The trainee opens the scenario, hits Start, and talks to an AI customer that opens with the scripted line and improvises from there. The call is recorded, transcribed, and scored.
What happens during a call
- The trainee accepts the scenario and reads the briefing (goal, persona summary, attached documents).
- They click Start call.
- Omniflow opens a WebSocket to the voice runtime and the AI customer speaks the opening line.
- The trainee replies. The customer reacts based on its mood and the scenario’s objections.
- The call ends when:
- The trainee clicks End call.
- The AI customer hits a goal-specific exit condition (e.g. “promised a refund and confirmed”).
- A configured time limit elapses (default 10 minutes).
- Omniflow saves the audio, transcript, and event log; the AI grader scores the attempt; the trainee sees their score.
Voice vs chat practice
| Mode | When |
|---|---|
| Voice | Default for phone-channel teams. Tests pacing, tone, interruption handling. |
| Chat | Default for chat-channel teams. Tests written tone, structure, and multitasking. |
| Hybrid | The trainee picks per-attempt. Useful when one person works both channels. |
Voice attempts use the same realtime runtime as production calls. Latency, voice quality, and tool-calling all behave identically to a real customer call.
Run a call
Open the scenario
From My Training, click an assigned scenario. Read the briefing.
Open documents
Documents attached to the scenario open in a side panel. Treat it as open-book — the goal is to teach the workflow, not memorize policy.
Start the call
Click Start call. The mic indicator turns green. Wait for the customer to speak first.
Run the conversation
Talk naturally. The AI customer can interrupt, change topics, and push back. Don’t read from a script — react.
End the call
Click End call, or let the time limit expire. The transcript and audio process in the background (~5-10 seconds for short calls).
Read your score
The AI grader returns a per-criterion score and a short rationale. If a coach is assigned, they’ll add their own review within the next day or two.
What gets stored
| Artifact | Retention |
|---|---|
| Audio recording | 90 days by default. |
| Transcript | Indefinite (queryable). |
| Event log | 90 days. |
| Rubric scores | Indefinite. |
| Coach feedback | Indefinite. |
Retention is configurable per workspace under Settings → Data Retention.
When something goes wrong
| Symptom | What to try |
|---|---|
| ”Mic blocked” | Grant mic permission in the browser; try Chrome or Edge. |
| Long silence at the start | Wait 2-3 seconds — the AI customer waits a beat by design. |
| Persona breaks character | End the call and submit the scenario for review — it usually means the prompt needs tightening. |
| Audio cuts out | Refresh; the runtime auto-recovers but a fresh tab is the fastest fix. |
Open in Omniflow
Related
| If you want to… | Go to |
|---|---|
| Build a scenario | Scenarios |
| Customize the rubric | Scoring Rubric |
| Coach an attempt | Reviews & Coaching |
| Read AI insights | AI Insights |