What to test
- Accuracy of answers
- Tone consistency
- Lead capture behavior
- Escalation behavior
- Voice interaction behavior when enabled
Run a test cycle
- Open Test Agent.
- Ask real customer-style questions.
- Review answer quality and clarity.
- Adjust settings or knowledge as needed.
- Repeat until responses meet your quality bar.
When to retest
- After updating agent settings
- After adding or changing knowledge
- Before launching a new channel