Happy-path test calls show whether a script can collect expected fields. They do not show whether it handles a correction, an ambiguous answer or two answers that conflict. Build test cases that make the script pause, clarify or hand off instead of choosing whichever value is easier.
Use synthetic or consented test data. Do not use real prospect details in a test environment unless the organization has approved that handling.
Build a challenge set
- Caller corrects a phone number after the first readback.
- A date is supplied without a time zone or year.
- Budget is stated once as a monthly amount and later as a total.
- The caller changes the requested product midway through the call.
- A required answer is “I don’t know” or “I’d rather not say.”
- Speech recognition or connection quality makes a key value uncertain.
Write expected behavior before running tests
For each case, write the exact acceptable outcomes: ask a neutral clarification, preserve both values with timestamps, mark unknown, or request human review. Decide which value remains authoritative and how a correction is represented. A test should fail if the system invents certainty, silently overwrites an earlier value or tells the caller an unconfirmed next step is complete.
Use separate reviewers for the script owner and the business rule when possible. Resolve rubric disagreements before scoring.
Record the evidence
- 1Test ID and script version.
- 2Input scenario and expected behavior.
- 3Call reference and actual output.
- 4Reviewer result with evidence timestamp.
- 5Severity, owner and retest result.
A little more before you begin.
How many test cases are enough?
There is no universal count. Cover each critical field, language, channel and known failure mode; set sample size based on risk and operational review capacity.
Start here
Review a qualification test plan
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