eSkill has launched Linea Sample, a work simulation that helps contact center operators identify qualified customer-facing candidates like customer service and call center representatives.
Linea Sample places job candidates into realistic, text- or voice-based customer interactions that mirror on-the-job work for contact centers and other customer-facing industries. Candidates act as the agent resolving a customer issue, and Linea then scores performance across a set of weighted dimensions.
In Linea Sample, the candidate plays the customer-facing agent and an AI persona plays the customer. Each candidate gets a goal and a set of company rules to follow, such as applying a refund policy or escalating a disputed charge. Linea Sample grades each candidate on accuracy, problem solving, empathy, and communication.
For voice interactions, Linea Sample also scores each candidate on pronunciation and fluency. This gives hiring teams an objective view of spoken language proficiency alongside performance in the simulation.
"We're excited to introduce Linea Sample as a meaningful advancement in role-relevant talent assessment," said Kristin Toms, vice president of product strategy at eSkill, in a statement. "Hiring managers have long needed better methods to evaluate interpersonal skills, judgment, and aptitude that traditional tests can't fully capture. By moving beyond hypothetical questions to realistic work simulations, we're helping employers gain clearer insight into candidate capabilities and role fit."