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Build and run scenarios on the Scenarios tab under Simulations. To run one, you need a plan with Call Simulation, an agent set up for inbound or outbound simulation, and at least one Pass/Fail eval.

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What is a scenario?

A scenario is a simulated caller you save, so you can run the same situation against your agent again and again. You describe the caller once: who they are, what they want, and how they act. Each time you run it, a simulated caller plays that role on a real voice call with your agent, and Tuner scores the call with your evals. A normal simulation writes new callers every time. A saved scenario keeps one, so after you change your agent you can run it again and see whether it still passes.
The Scenarios tab with five saved scenarios, showing each one's type, origin, tags, and last result

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Two ways to add a scenario

Build your own

Write the caller yourself, like a rushed patient or a customer who keeps pushing back. You don’t need to run anything first.

Save one from a run

Keep a call from a simulation you already ran, like one that caught a bug.
Either way, you run them again the same way.

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Build your own

1

Open the form

Go to Simulations > Scenarios and click New scenario.
The New scenario form with a name, type, situation, goal, stop conditions, intent, target eval, and tags filled in
2

Describe the caller

Only Name and Situation have to be filled in.
  • Type is Routine for an everyday request or Pressure for a difficult caller. It’s a label for scoring and filtering. Your Situation is what makes the caller act that way, so describe any pushback there.
  • Situation is written to the caller, as “you”: who they are, their mood, what they want, and how they react when things don’t go their way. For example, “You’re calling from your car to move your cleaning to Friday the fourteenth. The line is noisy and you’re in a hurry.”
  • Goal, First line, and Stop conditions are optional. They say what the caller is trying to get done, the first thing they say, and when they’re done. A call still ends only when your agent hangs up or the max call duration is reached.
3

Choose how it's scored

  • Pick an Intent if the call is about one of your agent’s Intents. If your agent places calls, the Intent is also sent to your trigger endpoint as {{scenario.intent}}. See Outbound simulation.
  • For a Pressure scenario, pick a Target eval, the Pass/Fail eval the call is meant to trip. The scenario passes or fails on that eval alone.
  • Add Tags to group and find your scenarios later.
4

Save

Click Save, or Save and run to save it and open Run Simulation with this scenario selected. To check what the caller is told from your text, expand Preview simulator prompt. It’s read-only and never blocks saving.

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Save one from a run

1

Run a normal simulation

Start a run with AI generated scenarios, as in Introduction to Call Simulation, and wait until it’s Complete or Partial.
2

Pick the calls to keep

On the Runs tab, expand the run and tick the calls you want to keep. A bookmark marks calls that are already in your library.
3

Save them

Click Save to library, give each one a name, and optionally add Tags for all. Then click Save 2 scenarios (the number matches your selection). Your new scenarios appear on the Scenarios tab, marked Saved from run.
A finished simulation run with two calls selected and the Save to library button
Tuner saves each call’s Situation, Goal, Stop conditions, type, Intent, and Target eval. It doesn’t save the language, background noise, or test profile, because you choose those each time you run. The call you saved from becomes the first entry in the scenario’s Run history, so you can compare later runs against it.

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Run it again

1

Pick the scenarios to run

Use whichever is closest:
  • On the Scenarios tab, open a row’s menu and click Run this scenario.
  • On a scenario’s own page, click Run this scenario.
  • In Run Simulation, click Change next to Scenarios, choose From library, tick up to 20 scenarios, and click Done.
The From library picker in Run Simulation with three scenarios ticked
2

Set up the call and run

The Run Simulation dialog works as in any simulation. Choose the max call duration, language and accent, background noise, and test profile, then click Run. Each scenario places one call, and you can run the same scenario under different conditions each time. The dialog shows the number of calls and the credit rate before you run.

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Read the results

The run appears on the Runs tab, marked with how many scenarios came from your library. Every call is graded against all of your agent’s Pass/Fail evals, and a Pressure scenario with a Target eval passes or fails on that eval.
  • On the Scenarios tab, Last result shows how each scenario did on its latest run. A call that never connected also shows Failed.
  • Click a scenario to open it. Run history shows how it did on its last runs, like “Passed 3 of last 5 runs”, with a View call link for each one.
  • The simulated caller follows the situation but improvises, so the wording and length of each call can differ. To replay the exact same caller audio, use a replay of a Dataset call instead.
A saved scenario with its situation and goal, and a run history of three passes out of the last five runs

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Manage your scenarios

  • Search by name, situation, goal, first line, or tag, and filter by Routine or Pressure.
  • Edit a scenario at any time. Past runs keep the version they ran, so old results don’t change.
  • Duplicate a scenario to start a new one from a copy.
  • Delete a scenario to remove it from the library and from new runs. Past results are kept.

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Limits

Scenarios are also available through the public API. Building and managing them is in the Scenarios group of the API Reference, and running them or saving them from a run is in the Simulation group.

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Next steps

Replays

Replay a real call from your Dataset with the exact same caller audio.

Introduction to Call Simulation

Generate new callers to find failures you haven’t seen yet.