The following feature flags and permissions are required to use this feature:

Required Permissions: any one of the following grants Testing Console access:

To complete this help guide, you must have the following:

Before applying your Custom Insight Topics or using your Automated Line Items within actual evaluations, we recommend testing your newly created topics against existing conversations within the Testing Console. This allows you to establish the accuracy of your Insight Topic or Line Item and ensure your prompts/guidelines are returning the expected outcomes (e.g. pass/fail) across multiple conversations.

If the Testing Console shows an unexpected result — such as marking a line item as a fail when you would expect it to pass — you can edit Draft versions of Topics or create a new version of your Topic to improve accuracy.

Any changes made within the Testing Console are saved to your Insight Topics or Automated Line Items.

There are two ways to access the Testing Console:

Both routes take you to the same place. This user guide focuses on how to use the Testing Console once you arrive there.

If you have more than one integration, you first need to choose the source of conversations. Select one of your active integrations from the dropdown list in the top right of the screen.

Only integrations that have analytics enabled appear in this dropdown. If your integration is missing — or if the dropdown is empty — analytics hasn't been turned on for it yet. Contact your evaluagent administrator to enable it. Until that's done, the Find button on the test list builder stays disabled and you won't be able to add contacts.

You can use the dropdown to select up to 3 topics to test.

This could be testing:

In the list you can see and search among:

If the list appears cluttered, use the Exclude Archived toggle on the right-hand side to only show active Insight Topics and Line Items.

In Step 6 we cover what the View and Edit options mean.

Once you have chosen a topic (or topics), select the conversations you want to test against.

If you are using the Testing Console for the first time, follow the instructions in the Creating your first "Datasource" section below.

Depending on the number of line items and the length of the conversations being used, this process may take several minutes to complete. We are continually working to improve performance in this area, but in the meantime, please be patient.

Once the test is complete, review the results to ensure the outcome is "as expected".

Click View next to a conversation you wish to review.

This loads a Results pane, which can be navigated as follows:

At this point, the test has been completed. In most cases — especially in the first 90 days of using evaluagent — you'll need to refine your Insight Topic or Automated Line Item to get a more accurate result. This could mean writing a more tailored prompt so our AI can account for particular nuances, or broadening out the keywords and phrases to account for mistranscription.

The View Option

If the Insight Topic or Automated Line Item is "Active", you can only click the View button from within the Testing Console to remind yourself of what it's looking for. To amend an Active Topic, you must first create a new draft version from within the Topic Manager.

The Edit Option

If the Insight Topic or Automated Line Item is a "Draft", you'll see the option to Edit from within the Testing Console. This lets you make amendments as a result of your tests and save those edits within the existing version of the topic with revision notes.

The first time you use the Testing Console, you'll need to create a list of conversations, known inside the platform as a "Datasource".

You can do this in one of two ways.

Option 1: From within the Testing Console

Click the Manage test-lists link, which opens a new screen where you can select from the following options:

Once saved, this test list appears in the saved test-lists table on the right-hand side of the screen. Alternatively, you can access any saved test list via the dropdown selection on the main test screen as shown in Step 3.

Option 2: From within Imported Contacts

Test-lists can be created within the Imported Contacts screen by using any of the filters below in conjunction with the quick word or phrase search to uncover the conversations that really matter:

Please follow this user guide if you wish to build a data source from within the Imported Contacts page.