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Reddy creates custom training simulations that mirror real-world scenarios and build hands-on competency.

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Simulation Types

System Simulation

End-to-end workflow training covering complete processes

Mini Modules

Quick, focused training on specific skills or parts of a call

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Simulation Development Process

Reddy follows a structured 5-step process to create custom training simulations.
Before development begins, work with your Reddy Project Manager to choose the call driver and determine scenarios for your first simulation.
1

SME Walkthrough & Materials Request

Reddy requests materials before scheduling the SME walkthrough.Estimated Time: 1 week
Reddy requests supporting materials:
  • 10 full-screen agent recordings (with audio)
  • Training resources (call flows, policies, help articles, training decks)
  • Current QA scorecard
  • 20 graded call recordings (mix of high and low scores)
Upload materials to the shared Dropbox folder Reddy provides.
After reviewing materials, Reddy schedules a walkthrough session with your SME for the selected call driver. Your SME roleplays as the agent while Reddy acts as the caller, walking through scripts, screens, and decisions. The recorded session becomes the primary source material.
2

Alignment & Review

Reddy creates a storyboard and meets with your team to confirm accuracy.Estimated Time: 1 week
Reddy breaks down call flows into a storyboard, then meets with your team to confirm call drivers and scenarios, and identify any gaps.
Identify which agents will pilot the simulations and ensure trainers adjust training plans to incorporate Reddy.
3

Simulation Build & QA Scorecard Review

Reddy builds the simulation logic while you review QA accuracy.Estimated Time: 2-3 weeks
Reddy recreates the systems sandbox environment and builds simulation logic based on mapped scenarios. You’ll receive regular progress updates.
Your QA scorecard is created in Reddy and initial call recordings are uploaded. Review the scorecard to ensure accuracy—this determines simulation feedback and grading quality.QA Evaluations →
Review and validate your QA scorecard during this phase to ensure grading logic matches how your team scores agents. This determines the QA, coaching, and feedback agents receive after each simulation.
4

Simulation Review & Feedback

Review simulations and provide feedback for refinements.Estimated Time: 1 week
5

Finalization & Launch

Reddy finalizes simulations based on feedback and prepares for launch.Estimated Time: 1 week
Simulation development takes 4-6 weeks. Reddy provides timelines during scoping and coordinates around your training schedule.