Test your agent

Testing has two purposes: improving conversation quality and verifying that real actions complete. Use the right test for each purpose.

Use Test Agent for conversation review

The browser test experience is a safe place to:

• hear the current greeting;
• check whether instructions sound natural;
• try common business questions;
• compare a direct question, a paraphrase, and an unclear request;
• verify greeting and semantic qualification entry;
• review how qualification questions are worded; and
• find confusing transitions or missing knowledge.

It is not proof that a real appointment, handoff, or message was completed. Treat action language in a preview as a conversation rehearsal.

Test greeting qualification entry

When Start after the greeting is enabled, run each case in a new test:

Caller response	Expected entry behavior
Clear yes	Begin criterion one.
Clear no	Continue normal reception without recording a criterion answer.
Uncertain answer	Do not treat uncertainty as an affirmative qualification answer.
Silence	Do not assume entry; verify the safe follow-up behavior.
Unrelated statement	Continue normal reception.
Ordinary business question	Continue normal reception and answer from approved business information.
Social, identity, or capability question	Continue normal reception rather than entering qualification.

The greeting question is an entry decision, not criterion one. If the first criterion repeats the greeting question, revise the configuration before launch.

Test semantic qualification topics

For every enabled topic group, test:

1. an exact configured phrase;
2. a natural paraphrase;
3. a related but unsupported request;
4. a broad shared word that should not match; and
5. a normal call that should remain in reception.

Example phrases teach the intended meaning; callers do not need to repeat them word for word. If broad language enters unexpectedly, make the phrases more specific. If natural paraphrases fail, add a small number of distinct examples that express the same intent.

Test combined greeting and semantic entry

When greeting, direct-request, or topic entry are enabled together, confirm:

• greeting affirmative enters immediately;
• greeting nonaffirmative remains in reception;
• a later matching topic or direct request enters qualification;
• a later unrelated topic does not enter; and
• the same criteria and result apply regardless of the enabled entry path.

Verify entry first, criteria second, and outcome third. This keeps a routing problem from being confused with a question or action problem.

Review multilingual reception

Multilingual General Reception requires no separate setup. Test it by asking an ordinary business question in English, switching to a supported language, asking another approved question, and then switching back during the same conversation.

Confirm both parts of the result: the agent used the requested language, and the answer still matched your approved business information. Qualification, booking, Message Taking, and live handoff require separate room-specific testing and are not yet certified as multilingual paths.

Use a real call for action verification

Call the active business number when you need to verify:

• inbound answering;
• live handoff;
• appointment availability and booking;
• message recording; and
• Inbox and activity records.

After the call, open Home and Inbox and confirm the expected result. Do not rely on spoken confirmation alone.

Build a small test set

Test at least one example for each intended path:

1. a normal business question;
2. every enabled qualification entry method;
3. a caller who should not enter qualification;
4. a passing and failing answer sequence;
5. each configured qualified and not-qualified action;
6. a direct Message Taking request when the setting is On;
7. the same request when Message Taking is Off; and
8. an after-hours or unavailable destination scenario.

Use consistent test wording, change one setting at a time, save it, and begin a new test call. This makes the effect of each change easier to understand.

Verify forwarded numbers separately

If callers use an existing business number, first call the assigned RevSystems number directly. Then call the existing number and let it follow the configured forwarding path. A failure only on the second test points to the external provider setup rather than the agent configuration.

For a reusable launch matrix, see Test before launch. For entry-specific problems, see Routing did not match.