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Use Cases > Transfer & Escalation

Test the moments your agent should hand off.

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.

Test Escalation on Your Agent

What we check.

We score each transcript against the handoff rules for your context:

  • Transfers when a caller explicitly asks for a human.
  • Escalates when looped twice without progress.
  • Catches urgency cues like chest pain, gas leaks, fraud, and safety threats, and routes them fast.
  • Detects rising frustration and offers escalation before the caller has to demand it.
  • Hands off to the right department with context so the caller doesn't repeat themselves.

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.

How it works.

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.

What you'll catch.

  • Agents that ask for the location three times before dispatching.
  • Agents that refuse to transfer after the caller has explicitly asked twice.
  • Agents that try to give medical advice.
  • Agents that miss "I smell gas" and walk through standard scheduling.
  • Agents that hand off to billing when the issue is technical.
  • Agents that strand callers in a loop with no exit.

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