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Can't find skill in dropdown in scenario

Resolution: Don't see a skill (routing target) that you need? You must add it to Syntrix. (Learn about managing skills.)

Agent with wrong skill receives 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.

Resolution: Check whether the targeted agents are online.

Conversation ends without resolution

Every conversation has a maximum number of turns. If that cap is reached before the conversation reaches a natural conclusion, the conversation is closed anyway — but there's no distinct "unresolved" flag on the result; you'll need to compare how many turns the conversation used against your configured maximum to recognize this happened.

Resolution: If you're seeing this often, increase the Max. conversation turns setting in the simulation's configuration, or review whether your scenario's goals are realistically achievable within the current turn limit.

Conversation seems stuck and never finishes

If the live agent or AI agent never replies to a message, Syntrix doesn't wait forever — a background process automatically detects simulations that have been running far longer than expected (four hours) and force-closes any conversation still waiting on a reply, marking it as timed out.

Resolution: Check whether the affected conversation was routed to a working, responsive skill/agent/bot in your contact center. Frequent timeouts usually point to a contact center-side issue (skill misconfigured, bot not responding) rather than a Syntrix issue.

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.