Parloa combines agent creation and dialogue verification. Performance Lab is designed for simulations and behavior evaluation.
Describe the evaluation of the observed action
The statement “the assistant handled the call correctly” is hard to evaluate when the result is disputed. Name observable actions. For example, the agent confirmed the ticket number, withheld details about a different request and offered a transfer when the caller could not verify their information. Parloa uses such scenarios to test agents. Performance Lab lets you check behavior in simulated conversations before changing a live channel.
Compare the different causes of a single failure
For a service appointment training agent, take the case when a person names a time that is not on the schedule. Prepare another query with a similar sounding number. In the first case, check the reaction to the inaccessible time, in the second the correctness of the clarification. If both simulations ended without a record, the results are externally identical. Browse through the replicas to see where the agent misdiagnosed the input and where the restriction rule worked.
Acceptance of new version
Save the script set and apply it to current and modified versions. Compare not only the final estimates. Check for specific replicas in cases where the result has changed. Set what should happen when integration fails and the queue is closed. For live calls, take into account the peculiarities of communication and the work of the operator. Deployment on the real line depends on the settings of the contact center and the command confirmation. Simulations help to sort out errors before such a decision. After the documentation changes, review the set of replicas that the team uses.
Suitable tasks
- Set call verification criteria.
- Compare agent versions on the same scenarios.
Strengths
- It separates simulations and assessments into a separate work area.
- Associates the check with the process of preparing the agent for release.
Limitations
- Test scenarios depend on the quality of the criteria.
- Telephony and work integrations require a separate connection.
Selection and conditions
- Free access
- Not confirmed
- Trial period
- Not confirmed
- No sign-up required
- Not confirmed
- Russian interface
- Not confirmed
- Local installation
- Not confirmed
- API
- Not confirmed
“Not confirmed” means there is not enough information. The feature may still be available; check the developer’s terms.
- Input formats
- Text, Audio
- Result
- Audio, Text
Terms
Formulate the criteria prior to simulation and compare controversial replicas.From task to first result
Practical example
- Task
- Set call verification criteria.
- What to prepare
- Training number and agreed certificate of a fictional workshop.
Task brief or prompt
Set up an agent to respond about work hours and address. In the test call, interrupt the answer with a question about the address, then ask to transfer the call to an employee.
Expected result
Test conversation with a verifiable answer and transition to an employee.
How to check the result
- Check the opening hours and address with a certificate.
- Repeat the translation when the employee is unavailable.
An editorial teaching example of a task brief, not the result of hands-on testing of the service. Check that the required mode is available, that you have rights to the source material and that the intended use of the result is permitted.
Check details
Official sources
This description is based on the developer’s material. Features, prices and availability may change; check the primary source before use.
