Run a simulation immediately
- On the left navigation bar, click Simulation workshop, and then click New simulation.
- Do either of the following:
- Select Use existing to use an existing synthetic customer profile. This is fastest. In this case, select the profile from the dropdown.
- Select Choose scenarios and personas to manually select the ones you want to use for only this simulation. Then select the relevant scenarios and personas from the dropdowns.
- Make customers anonymous: Turn this on to generate anonymous customers with no identifying attributes: ID, first name, etc.
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Ignore response speed: Turn this on if you want the synthetic customer to send responses immediately without regard for the response speed set in the persona.
If you're testing AI agents (which means the response speed doesn't matter), turn this on to yield simulations that complete faster. The exception here would be if the AI agent's implementation relies on or considers the response time to guide its flow.
- Simulation type: Choose the type of simulation. Are you testing AI agents (or conventional bots), or are you training your live agents?
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Name: Enter a name for the simulation.
We recommend you surface in the name a short descriptor for the target AI agent or live agent group. Also consider including your team or line of business, the specific use case, and a version or date.This makes it easy to identify your simulations at a glance and avoid confusion when multiple teams are working in the same environment. Strategies like these help you to remember why you ran the simulation.
- Description: Optionally enter a short description of the simulation's objective or purpose.
- Total conversations: Specify the total number of conversations in the simulation.
- Max. concurrent conversations: Specify the maximum number of concurrent conversations overall in the simulation, not per agent. Concurrency can vary based on available system resources. The upper limit is determined by the Total conversations setting or the predefined system maximum, whichever is lower.
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Max. conversation turns: Specify the maximum number of turns in each conversation. If this limit is reached, the conversation is closed by the system.
A turn is a series of responses by the same participant; it ends when the participant changes.
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Click Run simulation.
After a simulation is completed, it takes a few minutes for the assessment to appear.
Stop a simulation
You can stop a simulation for any reason. For example, you might realize there's a mistake in the configuration, and you don't want the simulation to continue to run. Stopping a simulation closes all in-progress simulations in the agent workspace.
When you stop a simulation, you have access to the conversation transcripts for all conversations that were completed before the simulation was stopped. However, transcripts for any conversations that were in progress at the time of the stop are discarded and are not available.
Additionally, no overall summary, simulation assessment, or agent assessment results are available for a stopped simulation, as these reports are only generated once a simulation has reached its natural completion. While conversation assessments are provided, they are only available for the specific conversations that were completed before the simulation was stopped.
To stop a simulation
- On the left navigation bar, click Simulation workshop.
- Beside the simulation, click Stop.
- Click Stop again to confirm the action.