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The Testing Lab runs a live conversation with your agent’s real configuration in the browser — you play the caller.
1

Choose a caller situation

Pick one of the ready-made situations: Impatient customer, Angry customer, Silent caller, Frequent interruptions, Hindi-English switching, Multiple language changes, Noisy background, Unsupported question, Booking conflict, CRM or API failure, Transfer unavailable or Voicemail.
2

Pick the agent under test

Choose the agent under Agent under test, then read the Caller instructions and the list of what The agent should do.
3

Start a live test

Click Start live test and play the caller using your microphone.
4

Read the result

Latest test result checks opening quality, response length, empathy, one question at a time, repeated responses, tool accuracy, first response latency and estimated cost. Amber items need a look; some checks stay as review items until you read the transcript. Click Open transcript and diagnostics to read the conversation turn by turn.

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Re-run tests after every change

Use Custom regression to save your own scenario — what the tester should say and the behaviours you expect, one per line — and run it again after every prompt change. Save as regression saves the selected situation the same way.
For a quick check without a scenario, every agent card on the Agents page has a Browser test button (your microphone) and a Call test button (a real phone call).