Keeping a growing training library organized while maintaining high-quality scenarios is a challenge for many contact centers. As training programs expand, Admins and Managers often struggle to manage a growing number of scenarios, ensure consistency across exercises and maintain best-practice standards. To address these challenges, Agent Trainer has introduced two powerful new features: Scenario Folders and AI Guidelines for Scenario Creation.
Scenario folders: Structure your training library
Managing a large scenario library can feel overwhelming. Scenarios get lost in long lists, assignments become harder to track and finding the right content at the right time becomes time-consuming. Scenario Folders solve this problem by giving Admins and Managers the ability to organize scenarios into structured, easy-to-navigate folders.
With Scenario Folders, you can:
- Create folders with unique names and optional descriptions
- Group multiple scenarios into a single folder for easier management
- Edit folder details as your library evolves
- Delete folders without deleting the scenarios inside
- Keep scenarios visible outside folders if needed
This feature improves discoverability, organization and scalability, making it simple to assign and manage scenarios even as your content library grows.
AI Guidelines for scenario creation: Ensure every scenario follows best practices
Creating high-quality scenarios requires clarity, structure and consistency. The new AI Guidelines for Scenario Creation bring intelligent validation directly into the scenario creation process. Admins receive real-time feedback, helping ensure each scenario meets training best practices before it goes live.
With AI Guidelines, you can:
- Validate scenario inputs against AI-powered best-practice rules
- Receive real-time suggestions for key fields such as Background Information, Customer Situation, Customer Behavior and Expected Outcome
- Understand guideline violations through clear AI-generated warnings
- Instantly apply improvements with the Accept & Replace button—no copy-paste required
- Publish scenarios with confidence, using alerts and confirmations when suggestions are present
Why these features matter
Together, Scenario Folders and AI Guidelines address two critical needs for training teams: organization and quality. Scenario Folders help manage content as libraries grow, while AI Guidelines ensure that every scenario is well-structured and aligned with best practices. This combination allows contact centers to scale training programs efficiently, reduce manual review and accelerate agent readiness.
Get started
With these enhancements, Agent Trainer makes it easier than ever to organize your training library and create high-quality, consistent scenarios. Admins and Managers can now focus less on managing logistics and correcting errors and more on delivering impactful training that prepares agents for real-world interactions.
Schedule a demo to see Scenario Folders and AI Guidelines in action.
