Create a simulated test scenario

Agent Testing runs conversations with simulated callers. A scenario combines the agent, caller persona and grading criteria so you can evaluate behaviour consistently.

Navigation pathAgent Testing → New test

PrerequisitesA saved agent and a specific behaviour to evaluate.

Usage steps

Open Agent Testing and select New test.
In Agent, choose the agent to evaluate and select Continue.
In Persona, choose a template, a saved persona or Create custom persona. Templates include a busy professional, a skeptical buyer and a first-time caller.
Use the optional Tweak field to add a specific situation, such as a caller who needs an appointment before Friday.
Select Continue to choose the scorecard. Keep the persona goal aligned with the behaviour you want to measure.

Create a simulated test scenario — Figure 19. Step 2 selects the caller persona. The summary panel keeps the current agent and scenario choices visible.

Expected result. The test has an agent and a defined simulated caller.

Practical notes and troubleshooting. Start with one clear behaviour per scenario. Use different personas to test different conversation pressures.

Choose a scorecard and run the testA scorecard defines what a successful conversation looks like. Choose relevant checks so the result measures your actual goal.Configure call analysis and scorecardsCall analysis classifies conversations into outcomes. Structured outputs extract data, while scorecards evaluate quality. Configure each for a distinct purpose.