Finding and Understanding Role Play Reports

We’re currently transitioning our admin model from Team > Group to Organization > Team > Group, with admin roles becoming Organization Admin and Team Admin. As a result, some language in this article (for example, references to “Team” or “Group”) may not exactly match what you see in the product today. The underlying functionality described here remains the same, even if the labels and hierarchy in your app look slightly different while we complete this transition.

When to use this

You want to quickly review a rep’s latest practice.
You’re prepping for a 1:1 or a team coaching session.
A strong rep shows a low score and you need to separate skill gaps from technical issues.

Prerequisites

You must be a Team Admin or Group Admin for the team/group that owns the assignment. Members only see their own details. If you can’t view a report, see Access and Permissions for Managers.

Find a completed report

Go to Assignments.
Filter or use the search bar to find your assignment of interest.

Open any active assignment and select a member of your team to view the detailed report.

What you’ll see in a report

Summary score: Overall percentage for the session.
Scenario and mode: Scenario name plus Scripts or Hints/None (matters for interpreting statement scores).
Milestones: Pass/fail for each step.
Transcript tab contains statement feedback -- Every rep statement with an individual score and side-by-side coaching or rephrased examples.
Score tab contains Start/Stop/Continue feedback -- Actionable highlights for what to try, avoid, and keep doing.
Rep self-assessment: If the rep used the end-of-session feedback box, you’ll see their notes here—useful context for what felt off or what they tried.
Transcript and audio lets you scan text and replay moments around key milestones.

Read any report in five minutes

Check mode and context (30 seconds)
1. Scripts mode: 90–100 is possible only with close script adherence. Sub-90 often signals paraphrasing or skipped lines.
2. Hints/None: 81–85 is phenomenal by design; 90+ isn’t expected.
Confirm the target milestone (60 seconds)
1. Passed or missed? Missing the target milestone caps the overall score and means the call wasn’t “won,” even if other milestones were passed.
Scan the milestone pattern (60 seconds)
1. Which non-target milestones are repeatedly missed? Discovery, objection handling, or the close are common culprits.
Look at average statement score (45 seconds)
1. Scripts mode: Below 90 usually indicates deviations from the script or filler.
2. Hints/None: Averages in the mid-60s to mid-70s are common; 81–85 is top tier.
Tech check before coaching the skill (45 seconds)
1. Review transcript/audio around low-scoring statements:
2. Gaps, garbled text, or obvious misrecognitions
3. Audio clipping, dropouts, or heavy background noise
4. If you suspect technical issues, see “Spotting and flagging technical difficulties” below.
Capture the coaching highlights (60 seconds)
1. Pull one Start, one Stop, one Continue that map to the missed milestone or KPI you care about.
2. Note any rep self-assessment that clarifies context (e.g., “mic issue,” “testing a new close”).
Decide next action (30 seconds)
1. For 1:1s: Bring this report and drill the single limiting milestone.
2. For group: Save a clip showing a win and a near-miss to calibrate “what good looks like.”
3. Assign 2–3 focused practice runs tied to a business KPI.

Interpreting scores by mode

Scripts mode

90–100: Requires close adherence to the provided script plus passing the target milestone.
65–75: Solid fundamentals but likely paraphrasing or a missed non-target milestone.
Below 60: Usually missed target milestone or multiple misses; script not followed closely.

Hints or None

81–85: Phenomenal. Hitting objectives with strong statement quality.
65–75: Good, with one inconsistency or lower statement quality.
Below 60: Likely missed target milestone and needs clarity and more direct asks.

Spotting and flagging technical difficulties

What to look for
- Low scores (<30) that may indicate incomplete sessions
- Transcript: missing chunks, repeated words, or obvious mishears
- Audio: clipping, dropouts, echo, or loud background noise
How to flag
- Collect: role play link, timestamps of problem moments, device/browser, and mic/headset used.
- Share with your workspace admin or Brevity Support for review.
Use the rep’s self-assessment
- Encourage reps to use the feedback box at the end of practice to note issues or experiments. Their note helps you separate skill gaps from tech anomalies.

Using Start/Stop/Continue and rephrased examples

Start: Pick one new behavior that directly lifts your KPI (e.g., a tighter close).
Stop: Remove a friction behavior (e.g., apologizing before the ask).
Continue: Reinforce what’s already working (e.g., layered discovery).
Have the rep read the rephrased example once, then personalize without losing structure.

Common pitfalls and quick fixes

“Score looks low for a strong rep”
- First check mode expectations. Then confirm the target milestone. Finally, review transcript/audio for tech issues and read the rep’s self-assessment.
“I can’t see the report details”
- Verify you’re in the right workspace, have Team Admin or Group Admin for that team/group, and that the session is Completed.
“We debate subjective quality in group reviews”
- Anchor on milestones and the rephrased examples; standardize phrasing and update Scripts mode content if needed.

Manager’s mini-checklist

Mode confirmed and interpreted correctly
Target milestone outcome understood
Recurring missed milestone identified
Average statement score noted (mode-aware)
Tech check completed; issues flagged if present
One Start, one Stop, one Continue captured
Next action chosen: 1:1 drill, group clip, or assignment