> ## Documentation Index
> Fetch the complete documentation index at: https://docs.itellico.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Test Scenarios

> Pre-built test scripts and checklists for validating your agent before launch

Before launching your agent, run through these test scenarios to catch issues early. Each scenario describes what to test, how to trigger it, and what to look for.

## Use This Page As Your Repeatable QA Checklist

This page is useful when you want a consistent pre-launch test routine that multiple people on the team can follow.

<Tip>
  Use [Chat/Web testing](/test/web-simulator) for fast iteration, then confirm with a [phone test call](/test/phone-testing) for the full voice experience.
</Tip>

***

## Pre-Launch Checklist

Run through this checklist before every launch or major change:

| Category      | What to Verify                                               |
| ------------- | ------------------------------------------------------------ |
| Greeting      | Agent introduces itself correctly, sets context              |
| Prompt        | Agent follows your prompt and stays in scope                 |
| Knowledge     | Agent retrieves accurate information from the knowledge base |
| Tools         | Transfers, bookings, and custom actions execute correctly    |
| Goals         | Conversation goals are tracked and scored                    |
| Edge cases    | Agent handles interruptions, silence, and off-topic input    |
| Voice quality | Natural pacing, pronunciation, no awkward pauses             |

***

## Greeting & Introduction

Test the first impression your callers receive.

**Scenarios:**

<AccordionGroup>
  <Accordion title="Standard greeting" icon="hand-wave">
    **Trigger:** Start a new call and stay silent.

    **Verify:**

    * Agent delivers the configured greeting message
    * Greeting sounds natural and matches your brand tone
    * Agent waits for a response after greeting
  </Accordion>

  <Accordion title="Caller speaks first" icon="comment">
    **Trigger:** Start a call and immediately say something before the agent greets.

    **Verify:**

    * Agent handles the interruption gracefully
    * Agent still establishes context (who they are, how they can help)
    * Conversation flows naturally from the caller's opening
  </Accordion>

  <Accordion title="Caller asks 'Who is this?'" icon="circle-question">
    **Trigger:** After the greeting, ask "Who am I speaking with?" or "What company is this?"

    **Verify:**

    * Agent identifies itself using the configured name and company
    * Response matches your agent identity settings
  </Accordion>
</AccordionGroup>

***

## Knowledge Base Retrieval

Test that your agent uses knowledge base content accurately.

**Scenarios:**

<AccordionGroup>
  <Accordion title="Direct question match" icon="bullseye">
    **Trigger:** Ask a question that directly matches content in your knowledge base (e.g., "What are your business hours?").

    **Verify:**

    * Agent retrieves the correct information
    * Response is accurate and complete
    * Check the knowledge retrieval markers in the conversation detail to confirm the right chunks were used
  </Accordion>

  <Accordion title="Paraphrased question" icon="rotate">
    **Trigger:** Ask the same question in different ways (e.g., "When are you open?" vs "What time do you close?" vs "Can I come in on Sunday?").

    **Verify:**

    * Agent retrieves relevant content regardless of phrasing
    * Responses are consistent across different phrasings
  </Accordion>

  <Accordion title="Question with no matching content" icon="circle-xmark">
    **Trigger:** Ask about something not covered in your knowledge base.

    **Verify:**

    * Agent does not hallucinate an answer
    * Agent acknowledges it doesn't have that information
    * Agent offers alternatives (transfer, callback, email)
  </Accordion>

  <Accordion title="Multi-topic question" icon="layer-group">
    **Trigger:** Ask a question that spans multiple knowledge items (e.g., "What's your return policy and do you offer exchanges?").

    **Verify:**

    * Agent addresses both parts of the question
    * Information is pulled from the correct knowledge items
  </Accordion>
</AccordionGroup>

***

## Tool Execution

Test every tool your agent is configured to use.

**Scenarios:**

<AccordionGroup>
  <Accordion title="Call transfer" icon="phone-arrow-right">
    **Trigger:** Ask to speak to a human, a specific department, or trigger a transfer condition.

    **Verify:**

    * Transfer initiates to the correct destination
    * Agent communicates the transfer to the caller before executing
    * Fallback behavior works if transfer fails
  </Accordion>

  <Accordion title="Calendar booking" icon="calendar">
    **Trigger:** Request an appointment or booking.

    **Verify:**

    * Agent collects required information (date, time, name, contact)
    * Booking is created in the connected calendar
    * Confirmation is communicated to the caller
  </Accordion>

  <Accordion title="Custom API action" icon="code">
    **Trigger:** Say something that should trigger a custom API action (e.g., "Check my order status").

    **Verify:**

    * API is called with correct parameters
    * Agent handles the response and communicates results
    * Error scenarios return a helpful message, not a raw error
  </Accordion>

  <Accordion title="Multiple tools in one call" icon="wrench">
    **Trigger:** In a single conversation, trigger two or more different tools.

    **Verify:**

    * Each tool executes independently
    * Agent context is maintained between tool calls
    * No interference between tools
  </Accordion>
</AccordionGroup>

***

## Conversation Goals

Test that goals are tracked correctly.

**Scenarios:**

<AccordionGroup>
  <Accordion title="Goal achieved" icon="circle-check">
    **Trigger:** Complete a conversation that should achieve the primary goal (e.g., schedule an appointment, resolve an inquiry).

    **Verify:**

    * Goal shows as "Achieved" in the conversation detail **Analytics** tab
    * Reasoning makes sense
  </Accordion>

  <Accordion title="Goal not achieved" icon="circle-xmark">
    **Trigger:** End a conversation without completing the goal (e.g., hang up early, refuse to provide information).

    **Verify:**

    * Goal shows as "Not Achieved"
    * Reasoning correctly identifies why
  </Accordion>

  <Accordion title="Secondary goals" icon="list-ol">
    **Trigger:** Complete a call where secondary goals should be tracked (e.g., collected email, identified product interest).

    **Verify:**

    * Secondary goals are scored independently from the primary goal
    * Each shows accurate results in the **Analytics** tab
  </Accordion>
</AccordionGroup>

***

## Gather Insights

If you have Gather Insights configured, verify it runs correctly.

1. Complete a test call
2. Open the conversation in the detail view
3. Check the **Analytics** tab for gathered insight results
4. Verify answers to your configured questions are accurate

<Note>
  Gather Insights runs automatically after each call. Results appear in the conversation detail within a few seconds. See [Gather Insights](/build/analytics/gather-insights) for configuration.
</Note>

***

## Voice & Conversation Quality

These scenarios are best tested with [phone calls](/test/phone-testing) rather than browser tests.

<AccordionGroup>
  <Accordion title="Natural pacing" icon="clock">
    **Test:** Have a normal conversation and listen for:

    * Appropriate pauses between turns
    * No cutting off the caller
    * No unnaturally long silences
    * Natural speech rhythm
  </Accordion>

  <Accordion title="Pronunciation" icon="volume-high">
    **Test:** Trigger responses that include:

    * Your company name
    * Product names
    * Technical terms
    * Phone numbers, email addresses, URLs

    **Verify:** Everything is pronounced correctly. Fix issues with [custom pronunciations](/build/voice-speech/custom-pronunciations).
  </Accordion>

  <Accordion title="Background noise handling" icon="waveform-lines">
    **Test:** Call from a noisy environment (or play background noise).

    **Verify:**

    * Agent can still understand the caller
    * Transcription remains accurate
    * Agent asks for clarification if needed
  </Accordion>
</AccordionGroup>

***

## Multi-Language Testing

If your agent supports multiple languages:

1. Start a call in each configured language
2. Verify the agent responds in the correct language
3. Test language switching mid-conversation (if supported)
4. Check that knowledge base content is retrieved in the right language

***

## Regression Testing

After making changes to your agent, re-run the scenarios that the change could affect:

| Change Made            | Re-test                              |
| ---------------------- | ------------------------------------ |
| Updated prompt         | Greeting, scope handling, edge cases |
| Added/edited knowledge | Knowledge retrieval scenarios        |
| Changed tools          | All tool execution scenarios         |
| Changed voice or model | Voice quality, pacing, pronunciation |
| Updated goals          | Goal tracking scenarios              |

<Tip>
  Keep a log of issues you've fixed and periodically re-test them to make sure they stay fixed.
</Tip>

***

## Next Steps

<CardGroup cols={2}>
  <Card title="Edge Cases" icon="triangle-exclamation" href="/test/edge-cases">
    Test interruptions, silence, off-topic input, and failure scenarios
  </Card>

  <Card title="Web & Chat Testing" icon="browser" href="/test/web-simulator">
    Iterate quickly with text or microphone input
  </Card>

  <Card title="Phone Testing" icon="phone" href="/test/phone-testing">
    Test the complete voice experience over a real call
  </Card>

  <Card title="Debugging" icon="bug" href="/test/debugging">
    Diagnose and fix issues found during testing
  </Card>
</CardGroup>