Journeys and practice calls

There are 2 ways in: a guided journey, or a single practice call.

Journeys

A journey is a guided learning path built by your organisation. Find yours under Journeys. Finish one step, then move on to the next.

Up next

The card at the top of Journeys says Up next in your current journey. It names the next step and has one button: Start the lesson, Start practice call or Start the quiz.

Chapters and steps

Open a journey to see its Chapters. Each chapter holds lessons, quizzes and practice calls. Every step shows whether it is done, up next or still to come.

Beside the chapters you see your progress and the same start button. Skills it trains shows your level on each skill, from this journey’s practice calls, scored 1 to 5. Select a skill to see how your score has moved.

Quizzes

1. Pick an answer and choose Check answer.
2. If it is wrong, pick another until it is right.
3. At the end, Quiz done shows how many you got right on the first try.

Your skill scores come from practice calls, not quizzes.

Finishing a journey

After the last step you see Journey complete. It shows what you did. If you have another journey, a button starts or continues it. Look back at the chapters lets you revisit any step.

Practice calls

Under Practice, start your next suggested call. You talk out loud with an AI customer using your microphone, as you would on a real call.

Each call starts with an optional sound check. If you are somewhere noisy, tick I’m somewhere noisy to filter out voices around you.

Tips during the call

Tips can appear while you talk. Choose how many you want under Tips during the call: Off, Now and then or Often.

The Practice page

Practice gathers everything outside a single journey:

• Ready for you holds the step-ups, or new versions, you have started and not finished.
• Your skills shows your average and your score on each skill. Choose a period, from Today to All time, to see how your scores moved.
• Your calls lists every call. Filter by skill, journey or score, and open a call to read its feedback.

Making a new version

On a practice call’s feedback, under Make a new version, choose Easier, Same level or Harder. The same situation is written again at that level, which takes a minute or two. Keep the page open to start it when it is ready, with the usual sound check.