Test qualification entry and call handling before launch

Use a small repeatable test set instead of improvising a new conversation after every change. Record the caller wording, expected entry method, expected result, expected action, actual result, and Agent Center evidence.

Test conversation quality

Use Test Agent to check:

• greeting clarity;
• common business questions;
• direct, paraphrased, and uncertain versions of important FAQs;
• greeting and semantic topic entry;
• qualification question order; and
• transitions between normal reception, qualification, and the next action.

For each language your callers are likely to use, add one multilingual General Reception test. Ask the same approved question in English and the target language, then switch languages again within the same conversation. Check factual accuracy as well as language matching.

Greeting-entry test matrix

Test case	Expected behavior
Clear yes	Enter qualification and ask criterion one once.
Clear no	Remain in normal reception.
Uncertain answer	Do not record the response as an affirmative entry or criterion answer.
Silence	Do not assume entry; follow the safe no-answer behavior.
Unrelated statement	Remain in reception.
Ordinary business question	Remain in reception and answer normally.
Social or capability question	Remain in reception rather than treating it as yes.

Semantic-topic test matrix

Test case	Expected behavior
Exact configured phrase	Enter qualification.
Natural paraphrase	Enter when it clearly expresses the same configured intent.
Related but unsupported request	Remain in reception unless separately configured.
Broad shared word	Remain in reception.
Normal call	Remain in reception.

Combined-entry test matrix

When multiple methods are enabled, verify:

1. greeting affirmative enters immediately;
2. greeting nonaffirmative remains in reception;
3. a later direct request or matching topic enters qualification;
4. a later unrelated topic does not enter; and
5. criteria, pass rules, result, and outcomes stay the same regardless of the legal entry path.

Qualification criteria and result tests

Test exactly what you configured:

• one all-passing sequence;
• one sequence with an early failing answer;
• one ambiguous or uncertain answer;
• all two or three criteria in their saved order; and
• the qualified and not-qualified result records.

Verify that the greeting question is not duplicated as criterion one. Confirm that not-qualified callers use booking or message taking when configured; live handoff is not available for that result.

Real-action tests

Use live calls to verify:

• inbound answering;
• each qualified and not-qualified primary action;
• an unavailable-action backup;
• booking creation;
• handoff completion; and
• message appearance in Inbox.

For Message Taking, test a direct request with the setting On and the same request with it Off. When it is On, try using caller ID, a different callback number, and no callback in separate tests.

Change one setting at a time

If a test fails, identify whether the problem is entry, criteria, result, or outcome. Change the smallest relevant setting, save, start a new test, and repeat the same caller wording.

Include negative and unavailable cases

A production-ready test set includes requests that should not trigger qualification, answers that do not qualify, unavailable destinations, and times that cannot be booked. Safe failure behavior matters as much as the ideal path.

Keep multilingual structured actions in the negative-test column until that room is certified. A successful multilingual General Reception conversation does not by itself prove qualification, booking, Message Taking, or handoff behavior in that language.

Add external-number coverage

When an existing business line forwards calls, run one direct test to the RevSystems number and one test through the published number. Include business-hours and after-hours cases if the provider uses a schedule or conditional forwarding.

Finish with the go-live checklist.