Testing a voice or chat agent in Zoom Virtual Agent

• Testing helps identify areas for improvement in agent responses, voice configuration, or conversation flow.
• You can repeat tests as needed after making updates to the agent’s skills, knowledge sources, or voice settings.
• Testing your voice or chat agent thoroughly ensures a smoother experience for users once it goes live in your contact center environment.

Requirements for testing a voice or chat agent in Zoom Virtual Agent

• Account owner or admin privileges; or relevant role/privilege
• Basic, Pro, Business, Education, or Enterprise account
• Zoom Virtual Agent and Zoom Contact Center licenses

Note: All assets and data are associated with the account, not individual users. As a result, any user who has the appropriate Zoom Virtual Agent admin role and permissions can access relevant data in the admin portal, including bot debug messages, regardless of which admin generated them.

How to test a voice agent or chat agent

1. Sign in to the Zoom web portal as an admin.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Product configuration then AI Studio.
4. Click Virtual Agents.
5. In the Agents tab, click the display name of the voice agent or chat agent you want to test.
6. In the Preview panel, click Start test with variables.
7. In the Variable setting window, configure the variables you want to use:
   
   • Under Variable 1, select the variable you want to use.
   • Enter a test value for the variable.
   • (Optional) Click Add variable to add more variables.
     • (Optional) Select Save as test case to save the variable values as a named test case. You can save up to 5 test cases and later choose a specific one using Prefill test case. This is useful when you want to test different scenarios with different sets of variable values
     • (Optional) Select Save as default for testing to save the variable values as the default values that are automatically reused for future tests. This is useful when you usually test with the same set of values.
   • Click Apply.
     Note: By adding a variable and entering a value, this lets you simulate real data when testing an agent by assigning values to variables before the test starts. For example, if you set the language variable to Spanish, the agent can start the conversation in Spanish or switch languages automatically.
8. Click Start Test.
9. Start the conversation by interacting naturally. You can:
   • Ask the agent questions and respond to prompts.
   • Simulate typical customer scenarios.
   • For voice agents, speak naturally to evaluate speech handling.
   • For chat agents, type as a user would in a live chat.
10. A live transcription (for voice) or real-time chat log (for chat) will appear in the testing panel. For voice agents, use this to assess the accuracy of the Automatic Speech Recognition (ASR) engine.
11. (Optional) During or after the interaction, when a knowledge article is referenced in the chat agent’s response, click the thumbs up  or thumbs down icon  to indicate whether the article was helpful. If you select Not Helpful, you can provide additional feedback to explain why.
12. Once you're done testing, click End Test.

How to apply a saved test case

You can use a saved test case to quickly prefill variable values when testing a voice agent or chat agent.

1. Sign in to the Zoom web portal as an admin.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Product configuration then AI Studio.
4. Click Virtual Agents.
5. In the Agents tab, click the display name of the voice agent or chat agent you want to test.
6. In the Preview panel, click Start test with variables.
7. Click Prefill test case.
8. Select a test case name from the dropdown.
9. Click Apply.
   The saved variable values are automatically populated in the Variable setting window. You can modify the values as needed, then select Save as test case to save the updated values as a new test case or select Save as default for testing to use them as the default values for future tests.
10. At the bottom of the Variable setting window, click Apply.
11. Click Start Test.

This article applies to Zoom Virtual Agent voice and chat agent. If you are using Zoom Virtual classic chatbot, refer to this documentation for testing instructions.