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Smart Caller Version 2

We’re excited about the new and improved features in GovWorx CommsCoach Smart Caller Version 2, including new voices, the ability to adjust for high-trauma, high-stakes, and difficulty levels, dynamic locations, and a simple migration from V1 to V2.

Trish Griffin avatar
Written by Trish Griffin
Updated over a week ago

What is it?

Smart Caller is an AI-supported Scenario builder that let’s you provide prompts in order to generate a realistic scenario for call takers to practice with.

Smart Caller Version 2 offers requested features and upgrades including the following:

additional voices and improved volume balance between AI caller voice, background noise, and escalations, enhancing the realism of the simulation and overall user experience.

the ability to label scenarios as High Risk/High Stakes, Community or Explicit content, and difficulty level (beginner, intermediate, advanced).

specify Dynamic Location to allow AI to set your scenario in a maps-based local setting.

Migration is a breeze and the Smart Caller controls are much easier to understand and use.

Why do I need this?

Smart Caller helps you create realistic caller scenarios for your team to practice the types of calls they will be taking.

What will I learn?

By the end of this module, you will be able to…

  • Select Smart Caller Version 2 from the Smart Caller Engine Setup menu

  • Set up a new and update an existing Smart Caller scenario using Version 2

  • Select Category, Rating, and Experience Level

  • Set call ending time or enable hang up

  • Select voice and preview

  • Toggle the Location (dynamic location) to allow AI to set your scenario in a maps-based local setting

  • Geographic Areas - shape/format is irrelevant I think. It is about their ability to specify specific geographic areas they target /use in real agency calls

  • Add Distractions and Escalations

  • Migrate from Smart Caller Version 1 to Version 2

Related Content

  • Create Smart Caller Scenario (link)

  • Simulations (link)

  • Manage Scenarios (link)

  • Import a Scenario (link)

  • Create Coaching Packages (link)

Introducing Smart Caller Version 2

Create Smart Caller Scenario in Version 2

From the Main Menu select Simulate

Select Scenarios

Select Create Scenario

Stage 1: Create a Smart Caller Scenario

Select the Smart Caller button

With the new option of using Smart Caller Version 2, you will be able to select the version you wish to use. Note: Smart Caller Version 1 will be retired in 2026.

View the Basic Scenario Configuration pane

  • Create Scenario Name

  • Fill Skill Areas

  • Fill Scenario Description

Note: When searching the dropdown menu for a scenario, the Smart V2 will be listed separately.

Type out the Scenario details, remembering that words will be pronounced AS THEY ARE WRITTEN.

Fill Discipline using the dropdown arrows

Optional: Category, Rating, Experience Level

Experience Level allows you to categorize between Beginner, Intermediate, Advanced

Search for and select Incident Type

Leave this setting at 0 unless you want to specify a length of time. If you do choose to input a time, you can allow the call taker to end the call, without waiting for the clock setting to run out.

Select a Voice for your “Caller”

Preview the selected voice

Toggle the Location (dynamic location) to allow AI to set your scenario in a maps-based local setting.

ON: AI looks for a local location

OFF: AI references Scenario Notes for location

It is about their ability to specify specific geographic areas they target /use in real settings.

Warning: if you specify a location, and Dynamic Location is ON, there may be conflicts.

Choose Caller Language

Existing Coaching Content

Do not fill Description if you want these hidden from Call Taker. Checking the Hide Scenario Name from the user hides the title only.

This “Description” section is for directions/tips about the scenario for the Call Taker. It is not a description of the scenario.

Example: This scenario focuses on the call taking skill of X. It is important to remember to take down information A, B, and C when handling this type of call.

Fill the remainder of Create Scenario fields and select Create Scenario.

Scenario will be created

Disruptions & Escalations

Stage 2: Disruptions & Escalations (optional)

Now that Smart Caller Setup is complete, let’s add Background Noise, Disruptions and Escalations.

Disruptions make the scenario feel more real, and include background noises.

Add whatever disruptions and escalations will make your scenario more realistic.

Examples of Background Noises include yelling, dog barking, sirens.

Add Disruptions

Click the + Add Disruption button to begin.

Type in the Disruption Prompt

Type in the timing for the disruption to occur. Your Disruption background sound will play AT A SPECIFIC interval of time.

Select Create

Play the disruption to test and recalibrate if necessary.

Edit or remove your created Disruptions as needed.

Note: whatever volume you set, it will remain at that exact same volume throughout your call scenario. Be sure that the volume is set LOW enough to allow the call taker to hear the specifics of the call.

Add Escalations

Click the + Add Escalation button

Fill details about your escalation:

  • Type or Time from Start

  • Name of Escalation

  • Timing

  • Scenario Change

Select Create

Review escalation and edit or delete as needed.

Save

After saving, exit by clicking the “X” to close the pane and finish

Migrate from Version 1 to Version 2

Click the Scenarios icon

Find an event in Smart Caller Version 1 (labelled “SMART”)

Click on the three dots to reveal the menu

Select Upgrade to V2

The Update panel will open and you will see that the Smart Caller Engine now indicates Smart Caller V2

Click Update Scenario

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