---
title: "Best Practices: Evaluations"
description: "How to maximise the evaluations feature."
url: https://help.virti.com/en/articles/13-best-practices-evaluations
collection: "Creating Virtual Humans"
updated: 2026-06-09
language: en
---

# Best Practices: Evaluations

How to maximise the evaluations feature.

## Best Practices: Evaluations

The Evaluations feature is the second key component of Virtual Humans, complementing the Character editor. Evaluations provide a way for content creators to customize how the learner is assessed during a role-play scenario. By setting evaluation criteria and example phrases, content creators can define what success looks like in each interaction. After the learner completes the conversation, the system generates a detailed "Performance Report," providing feedback and scores based on the defined criteria.

![](https://staticfiles.gleap.io/gattachments/foNhtjZJEuRCNUeRRVEB72201CwJvZmoXsQJcSJL1xFRphUdjzG9q8nmn37tR9Guwci5zYnVS3m.png)

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## How It Works

1.  **Adding Evaluations:** Content creators begin by defining distinct evaluation categories for the role-play scenario. These categories should reflect the key behaviors or skills being assessed.
    
2.  **Defining Evaluation Criteria:** For each evaluation, describe how it should be scored, specifying the behaviors, actions, or outcomes that indicate success. For example, for "Empathize"
    

-   **Criteria:** Show active acknowledgment of the other person’s emotions and validate their experience.
    
    -   Use empathetic language (e.g., "I understand why that would upset you.").
        
    -   Maintain a calm, understanding tone.
        
    -   Avoid dismissive or judgmental phrases.
        
    
    By specifying behaviors like these, you provide clear benchmarks for success.
    
-   **Example Phrases:** Provide examples of ideal responses to guide learners and illustrate what a good score looks like.
    
    -   "I can see how this situation has been frustrating for you. Let’s figure out how we can resolve this together."
        
-   **Performance Report Generation:** After the learner completes their conversation with the Virtual Human, the system analyzes the transcript and uses the evaluations to generate a report.
    
    -   **Overall Score:** An average score across all evaluation sections.
        
    -   **Section-Specific Feedback:** Detailed scores and feedback for each evaluation section.
        
    -   **General Feedback:** A summary of the learner’s performance and areas for improvement.
        

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## Sample Evaluation Use Cases

Below are some examples of typical communication models, and the behaviors that can be evaluated.

### Customer Support Scenarios

**Template:** LAST Model

-   **Evaluation Criteria:**
    
    -   **Listen:** Allow the customer to explain their issue fully.
        
    -   **Acknowledge:** Show empathy and understanding of their problem.
        
    -   **Solve:** Provide a solution or a workaround to the problem.
        
    -   **Thank:** Express gratitude for their patience and feedback.
        

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### Conflict Resolution

**Model:** LEAPS

-   **Evaluations:**
    
    -   **Listen:** Actively listen to the other person’s concerns.
        
    -   **Empathize:** Acknowledge their feelings and validate their experience.
        
    -   **Ask:** Clarify details by asking open-ended questions.
        
    -   **Paraphrase:** Restate their issue to show understanding.
        
    -   **Summarize:** Agree on actionable next steps to resolve the conflict.
        

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### Crisis Management

**Model:** CLEAR

-   **Evaluations:**
    
    -   **Calm:** Approach the situation with a calm demeanor to de-escalate tension.
        
    -   **Listen:** Gather facts by listening actively and neutrally.
        
    -   **Explain:** Offer clarity about next steps or available options.
        
    -   **Action:** Take decisive, appropriate actions to mitigate the situation.
        
    -   **Review:** Follow up afterward to evaluate the solution’s success.
        

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**Sales Discovery:**

**Model: MEDDIC**

-   **Evaluations:**
    
    -   **Metrics**: Quantify the business impact of the solution.
        
    -   **Economic Buyer**: Identify who makes the purchase decision.
        
    -   **Decision Criteria**: Understand what criteria drive the decision.
        
    -   **Decision Process**: Learn how the decision will be made.
        
    -   **Identify Pain**: Pinpoint the problem your solution solves.
        
    -   **Champion**: Find and work with an internal advocate.
        

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## Best Practices for Setting Up Evaluations

1.  **Align with Training Goals:** Ensure that evaluation criteria and example phrases are directly tied to the skills or behaviors you want learners to develop.
    
2.  **Be Specific and Actionable:** Provide clear, measurable criteria to guide learners effectively.
    
3.  **Iterate Based on Feedback:** Test your evaluation setup with learners and refine it based on their performance and feedback.
    
4.  **Use Realistic Scenarios:** Ground your criteria and examples in realistic, role-specific interactions to enhance relevance and applicability.
    

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**Need more help?** Contact us at [support@virti.com](mailto:support@virti.com)