Don't see your issue here? Contact your LivePerson representative.

Can't find skill in dropdown in scenario

Don't see a skill (routing target) that you need? You must import them into Syntrix. (Learn about managing skills.)

Agent with wrong skill receives simulated conversation

As mentioned in our simulation best practices, before running a simulation, ensure the agents on the skills specified in the scenarios are logged in. If they aren't and you have fallback routing in place, it can happen that agents that you don't intend to receive simulation conversations actually do receive them. Check whether the targeted agents are online.

Simulation appears to have stalled

If it appears that the simulation is progressing slowly and you're using predefined identities, this might be due to the number of simulations that are running and how they are configured. The system ensures that each predefined identity is used in only one active conversation at a time, so simulations using predefined identities can take longer to complete than you might expect. Learn about automatic identity synchronization.

Simulation has failed

Simulations running longer than four hours are regarded as "stuck" and terminated automatically, along with all active conversations. When this happens, the status of the conversations and the overall simulation appear as Failed in the UI.

Stuck conversations can happen for various reasons: the live agent failed to respond, the AI agent has a bug, a performance issue within the contact center prevented a message from reaching Syntrix, etc.