Practice Hub FAQ
Answers to common setup and operating questions about Practice Hub.
For what the app is and how to set it up from scratch, see the
Practice Hub Overview.
Setup
What do I need to configure before employees can start practicing?
Enable the app and grant licences from Admin → Apps → All Apps. Employees can practice right away using any published scenario. To fill the library quickly, load the sample data from Settings — it installs several ready-to-use scenarios across categories. Optionally fill in the Company Context (products, objections, policies, tone) so that AI personas and scoring draw on your company’s reality instead of generic placeholders.
Who can create practice scenarios, and who can publish them?
Any employee can draft a scenario — drafts are private to the author. Publishing to the shared Practice Library requires either an admin (or app admin), or the Allow employees to publish scenarios to the Practice Library setting to be on (it is on by default). When peer publishing is on, the Peer scenarios need L&D approval before going live setting controls whether a peer’s submission goes live after the AI content check or waits in the Curation queue for admin approval. That approval gate is also on by default.
Permissions and access
What can each role do in Practice Hub?
Three levels govern access:
- Any employee — browse the library, take scenarios, view their own scorecards and coach profile, draft scenarios, upload recordings (when enabled), and appeal a score.
- Manager (or app admin) — everything above, plus assign practice, run campaigns, review and override scorecards, and resolve score appeals. By default a manager can only assign and review their own direct and indirect reports. Turn on Let any manager assign practice across the whole company to extend that reach.
- Admin (or app admin) — everything above, plus curate peer scenarios (approve, return, promote), view analytics, export data, and change settings.
Why can’t a particular group of employees see the Practice Library?
Check three things: the app is enabled and licenced for your tenant, the employees have an active account in the business, and the scenario is in Published status. Draft and archived scenarios are visible only to their author and admins. If a peer scenario is stuck in In review, it is either awaiting the AI content check or sitting in your Curation queue.
Day-to-day
How does a scenario go from a peer’s draft to an official, certifiable scenario?
The lifecycle has two axes — status and visibility:
- An author creates a draft (status). It is private.
- The author publishes. If approval is required, it moves to In review and the AI content check runs. If the check passes, it lands in the Curation queue for admin approval. If approval is not required, a passing check publishes it automatically.
- A published peer scenario starts at Community visibility. An admin can promote it to Curated, then to Official. Only an Official scenario can be marked certifiable.
- A certifiable scenario must also be linked to at least one skill that requires certification in Skills & Credentials.
How is a practice attempt scored?
The AI runs three independent evaluations at temperature 0 and takes the median score per rubric criterion — this resists outliers. Each criterion is weighted, and the overall score is the weighted average. The scorecard quotes the learner’s own lines as evidence under each criterion. Delivery metrics: the filler-word rate and talk-to-listen ratio come from any reply, typed or spoken; pace (words per minute) comes only from spoken replies. The pass threshold is set per scenario (default 70 out of 100). Coaching feedback is generated separately, after the score is final, so it cannot bias the grade.
Can a manager override an AI scorecard?
Yes, when the Let managers review and override scorecards setting is on (the default). A manager can accept the score or set an adjusted overall score. If a manager overturns a pass to a fail, the certification and Training completion that the original pass recorded are withdrawn automatically, unless another pass on the same scenario that is still in force supports them (they then stand on that pass’s dates). The person keeps the skill on their record, but it no longer counts for shifts that require the certification.
What happens when someone passes an official, certifiable scenario?
A pass on a scenario that is Official, Certifiable, and linked to a certification-required skill writes a real credential in Skills & Credentials at demonstration-level proficiency, plus a completion record in Training. If the scenario has a recertification interval, the credential carries a matching expiry date. Only a roleplay you typed or spoke reply by reply qualifies — not a live voice conversation, a course preview or a call analysis — and a skill that needs a document upload is never minted from practice.
How do assignments and campaigns work?
An assignment ties one employee to one scenario with an optional due date and note. You can assign up to 500 employees at a time. A campaign wraps an assignment around an audience (a department, location, or custom group) with optional recurring cadence — up to 10 years. When the cadence fires, it re-assigns members whose previous pass is older than the interval. Audiences of 25 or fewer are assigned immediately; larger audiences are processed in the background.
When something looks wrong
I can’t see my scorecard yet — how long does scoring take?
Scoring runs in the background — three scoring passes — and usually finishes well under a minute. While it runs, My attempts shows the attempt as Being scored…, and its page refreshes itself until the scorecard lands. If scoring hasn’t moved in a while, the page says Scoring is taking longer than expected and offers Try scoring again. If scoring gave up, My attempts shows Scoring failed; open the attempt and choose Try scoring again — it queues scoring again, and your run and transcript are kept. Transcription and speaker labelling happen only for a call analysis, not for a roleplay.
My score seems wrong — can I appeal it?
Yes, on a typed or voice roleplay you ran in Practice Hub: choose Appeal this score on its scorecard and say whether the dispute is about the transcript, the score, a rubric criterion, or something else. A score appeal is not offered on a course’s practice (its review happens in Training) on a drill (drills are private practice and nobody reviews them), or on a call analysis. The appeal goes to your manager — or, if you have none, to the Practice Hub admins. The reviewer can let the original result stand, adjust the score, or confirm the transcript was wrong — always with a note you read. Manager review must be turned on to raise a new score appeal; an appeal raised earlier keeps its answer on your scorecard, and an open one can still be withdrawn.
I uploaded a recording but it disappeared — where did it go?
The raw recording file is automatically deleted after the retention window. The default is 30 days; your admin can set it to anywhere from 1 to 365 days in Settings. The transcript, scorecard, and coaching note are kept until you delete the analysis yourself (Delete analysis on its page) — only the original audio or video file is purged automatically.
Why didn’t my practice session count toward certification?
Four conditions must all be true: the scenario is Official visibility, the scenario is marked Certifiable, the scenario is linked to a skill that requires certification (and does not need a document upload), and the attempt was a roleplay you typed or spoke reply by reply — not a live voice conversation, a course preview or a call analysis. If any of these is missing, the pass is recorded normally but no credential is minted.
An employee says they stopped getting assignment reminders — what happened?
Practice Hub suppresses reminder notifications for employees who are currently on approved leave or who are rostered but not on shift. The initial assignment notification always goes through regardless of duty status. Once the employee returns to active duty, the next daily reminder sweep picks them up again. The sweep itself reminds from two days before an assignment’s due date until 30 days after it — an assignment with no due date, or one more than 30 days overdue, or on a scenario that has been archived, gets no automatic reminder (a manager can still nudge an open assignment from Assignments — one with no due date, or one past the 30 days). Assignments and their reminders also have their own Practice assignments row in each person’s notification settings — if they turned its email or push off, that channel stays silent until they turn it back on.
An employee’s certification was revoked after a manager review — why?
When a manager overrides a passing score to a fail, Practice Hub automatically revokes the credential and Training completion that the original pass created. The credential stays only while another passing roleplay you typed or spoke reply by reply on the same scenario still backs it. The revocation only affects records that Practice Hub attempts wrote — a credential granted by hand, a course or an import is left alone.
Recordings and voice
Does live voice roleplay cost anything, and how do I turn it on?
Live speech-to-speech roleplay is off by default. Enable it with the Live voice roleplay toggle in Settings. Each live session uses voice minutes from your tenant’s balance. A single session is capped at 10 minutes, and each employee is capped at 60 minutes per day. Everyday practice — typing a reply, or speaking a reply and hearing the AI answer back — does not require live mode and does not spend voice minutes.
Can employees practice in languages other than English?
Yes. Practice Hub supports 15 languages: English, Spanish, French, German, Portuguese, Italian, Dutch, Polish, Hindi, Chinese, Japanese, Korean, Arabic, Tagalog, and Vietnamese. The AI persona and coaching feedback respond in the learner’s chosen language.
Licensing and limits
Does Practice Hub require a licence?
Yes. Practice Hub requires a licence and is disabled by default. An admin enables it from Admin → Apps → All Apps and grants licences to the tenant.
What are the limits I should know about?
| What | Limit |
|---|---|
| Recording upload size | 500 MB (audio or video) |
| Recording retention | 1–365 days (default 30) |
| Pass threshold range | 0–100 (default 70) |
| Estimated scenario duration | 1–1,440 minutes |
| Recertification interval | 1–3,650 days (or never) |
| Live voice session cap | 10 minutes per session |
| Live voice daily cap | 60 minutes per employee |
| Single assignment batch | 500 employees |
| Bulk assignment update | 200 at a time |
| Campaign recurrence | Up to 3,650 days (~10 years) |
| Analytics CSV export | 10,000 rows |
| Company Context fields | 4,000 characters each |
| Coach profile items | 6 focus areas + 6 strengths |
| Rubric criterion weight | Per-criterion; overall score is weighted average |
| Scoring samples | 3 independent evaluations (median) |
More help
- Practice Hub Overview
- Ask AI — the assistant answers Practice Hub questions from these articles.