Test, fine-tune, and troubleshoot your agentic virtual agents to ensure the quality and consistency of the customer interaction experience.

Preview agents in AI Studio

The inbuilt preview widget in AI Studio allows you to test the agent’s role and guidelines, connected data actions, knowledge configuration, start and exit behavior, and guardrails. For more information, see Preview an agentic virtual agent.

Test agents in Architect

• Use the built-in Architect bot flow simulator to test your agent with a digital bot flow enabled with Virtual Agent. For more information, see Test your digital bot flow.
• To test a bot flow that you create with Genesys Dialog Engine Bot Flows, see Test a Genesys Dialog Engine Bot Flow.

Troubleshoot agents in Architect

Use Architect’s flow execution history and replay mode to investigate how an agentic virtual agent behaved during a conversation.

These tools provide visibility into the agent’s execution, including tool calls, knowledge lookups, guardrail events, and interaction outcomes. They help you determine why an interaction succeeded, failed, or was handed off.

Expand allCollapse all

Agent execution details

The flow execution history and replay mode features provide the following agent execution information:

Tool execution

Review tool execution details:

• View the sequence of tool calls made during an interaction
• Inspect both data action and knowledge tool calls
• View the latency and execution status of each tool call
• Inspect tool inputs and outputs, if available

The following tool execution statuses are available:

• Success
• Timeout
• Error
• Blocked (guardrail)

Interaction outcome

View how the agent completed the interaction, including:

• Contained
• Handed off
• Escalated

You can also view the recorded exit reason to understand why the interaction ended in a particular way.

For example:

• Tool timeout
• Customer requested an agent
• Guardrail limit exceeded

Interaction behaviour

Use the available execution details to determine whether unexpected behaviour originated from:

• Tool execution
• Knowledge retrieval
• Guardrails
• Agent configuration