The agents that frustrate callers most aren't the ones that fail. They're the ones that fail and refuse to admit it. They loop, re-ask the same question, say "I can help with that" and then can't, leave the caller stranded. Coval tests whether your agent recognizes its limits and routes correctly.
Get StartedWe score each transcript against the handoff rules for your context.
We also test the edge case that bites in the other direction: agents that transfer too eagerly and waste human agent time on things they should have handled.
Pick your industry and tell us how your agent transfers: queue, specific departments, function call, or live announcement.
Coval generates escalation scenarios for your context, runs them as calls, and scores transcripts on whether the right transfer happened at the right moment with the right context.
Make sure your agent confirms who it’s talking to before it shares information or takes action.
Learn more →Test how your agent gathers the details it needs without missing a field or asking twice.
Learn more →Catch errors before they become refunds, wrong transfers, or actions taken on bad data.
Learn more →See how your agent holds up under pressure, interruptions, slow talkers, and angry callers.
Learn more →Test whether your agent makes things up when it doesn’t know the answer.
Learn more →Test what happens when callers go off-script, probe its identity, or try to break character.
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