What it is
The Tests tab shows how the agent would have answered real past tickets, beside the reply your team sent. Nothing in a test is sent to anyone, and a result never hires the agent or changes its mode.
Where to find it
Office › Agents, click the support agent, then the Tests tab.
Run a test on old tickets
- Click Build a test set. Argus takes up to 300 closed tickets of the last 180 days and masks names and addresses. This takes a few minutes.
- Scroll to Old tickets, answered by the live agent and click Run 10 tickets, Run 25 tickets or Run 50 tickets.
- Wait about a minute per ticket. Answers appear as they come.
- Read each ticket: your team's reply on the left, the agent's on the right.
- Open What would happen live under an answer to see the steps the agent would take: what the customer gets, who a hand-off reaches, and whether a person decides first.
- Use the filters Not a success, Decided differently from your team and Failed to find the tickets worth reading.
Chat as a customer
- Under Chat as a customer, find a customer by name, e-mail or company.
- Write what that customer would send.
- Read the agent's answer. It uses that customer's real records, as it would in your desk.
What the results mean
| Label | Meaning |
|---|---|
| Success | The agent made the same call as your team and, where both answered, the facts were correct. |
| Answered, Handed to a person, Closed as spam, No reply needed | What the agent decided for the ticket. |
| Not rated | The ticket could not be scored. It is left out of the success rate. |
| Grade A to D | A: answers as well as your team on most tickets. B: good on most. C: right about half the time, keep it in Draft. D: not ready. |
Good to know
- A manager of the department starts tests. Everyone who reads the department can read them.
- Each run draws a new random sample.
- Each ticket costs what a live run costs. How tests work shows what is left of Balio's test budget for the month.
- The agent answers with today's help center and settings. Your team answered with what it knew that day.
- Past tests keeps earlier results.