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Open Deploy → Testing to run and review real test calls. The page is labeled Call Testing after it opens.
Testing appears only when it is enabled for your team and your role has access to Implementation or Calls. If the page is missing, ask a team administrator or your Avoca implementation contact to confirm access.
Deploy → Testing captures calls placed from a registered phone number and keeps their feedback history. It is separate from Responder Simulation Testing, which runs repeatable, configured scenarios and assertions.

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Register your test caller number

The first time you open Call Testing:
  1. Enter the valid 10-digit US phone number you will use to place test calls.
  2. Select Get started.
  3. Use that same phone whenever you call the agent during testing.
Calls from the registered number are associated with this testing workspace and can appear in the call list. Confirm that you are working in the intended Avoca team before you begin.

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Complete the guided test suite

Select New test call. If the initial suite is not complete, Avoca opens the guided Agent testing flow from the beginning. For each step:
  1. Call the agent phone number shown in the guide from your registered number.
  2. Follow the displayed customer scenario and prompts.
  3. Let the call reach the outcome the step asks you to verify.
  4. After the call, select the matching test call when prompted and complete Agent Feedback.
  5. Save the feedback and continue to the next scenario.
The core suite checks:
  • An in-area booking for an existing customer
  • The resulting ServiceTitan booking for applicable teams
  • An out-of-area request
  • New-customer questions about services, fees, and memberships
After the core suite is complete, New test call opens additional call training. The guide suggests five calls that exercise interruptions, changed requests, unexpected questions, and business-specific edge cases; you can continue testing after those suggestions are complete.
A booking test can create a real appointment or update a live record in your connected CRM. Use your team’s approved test data and process, verify the result, and cancel or clean up test records according to your CRM procedures. Never use a real customer’s information without authorization.

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Find and organize test calls

Use the tabs at the top of Call Testing to change the list:
  • Call feedback: All captured test calls and their current feedback status
  • Pending calls: Calls that are still in progress
  • History/Archive: Calls marked Reported or Fixed
Search by call ID, comment, or status, sort by newest or oldest, and select a row or View call to open it. A new call may remain pending while its recording and transcript finish processing.

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Review a call

The call detail page can show:
  • Status, direction, date, duration, caller, and Avoca call ID
  • Recording, summary, and a transcript preview
  • The full Transcript tab
  • Feedback captured during the guided test
Use the recording and transcript together. In your feedback, describe what happened, what you expected instead, and the point in the call where the behavior diverged.

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Flag an issue for review

  1. Open the affected test call.
  2. Select Flag call.
  3. Describe the issue clearly in Agent Feedback.
  4. Submit the flag.
After a call is flagged, the action changes to View flag and shows the submitted description. Do not include passwords, API keys, payment data, or unrelated customer information in the report.

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If a test call is missing

Confirm all of the following:
  • You placed the call from the registered caller number.
  • You selected the correct Avoca team.
  • The call is not hidden by the current tab, search, or results page.
  • The call has had time to finish and process.
If the call still does not appear, record the time of the test, the caller number’s last four digits, and the agent number you dialed, then contact Avoca Support. Do not send a full recording or customer data through an unsecured channel.