Simulation example
Contact flow example
In this example, the contact flow handles flight booking intents using an Amazon Lex bot configured to detect two intents: book flight and agent escalation. When the Lex bot successfully handles the book flight intent, the contact flow is terminated. If the Lex bot detects an agent escalation intent or fails to capture any intent, the contact is transferred to a queue to be connected to an agent.
Building a test case for the contact flow
In this test case, we validate two scenarios:
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The book flight intent to confirm that the Lex bot collects the correct slots.
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The agent escalation intent to verify that the contact is transferred to a queue after escalation.
In the test case designer, create five interaction groups. Connect the first four in sequence to validate the conversation flow with the Lex bot. Add a fifth, open interaction group to validate the transfer-to-queue action.
The open interaction group runs independently of the others, ensuring that queue transfer is validated even if an intent is not matched or the Lex bot encounters an error. This is because the Lex bot default and error branches in the contact flow are both connected to the queue transfer block.
Configure the test setting
Under Channel, select Chat, then select the contact flow you want to simulate. This test case supports both Voice call and Chat channels. Depending on your selection, the simulation will initiate a call or a chat session. The following steps use Chat simulation for demonstration purposes.
Configure interaction groups
Interaction group 1: Validate bot initial message
This group validates the initial welcome message and simulates a customer intent to book a flight.
Observe block configuration:
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Event type – Message received
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Actor – System
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Expected prompt – "hello welcome to anytravel you can say book a flight"
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Matching criteria – Similar
Action block configuration:
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Action – Send instruction
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Actor – Customer
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Input type – Text/Utterance
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Input Parameter – "I want to book a flight"
Interaction group 2: Validate bot collecting origin city
This group validates that the bot collects the correct slot for the departure city and simulates a customer response.
Use the same configuration as interaction group 1 with the observe prompt set to "Where are you flying from?" and the simulate prompt set to "Seattle."
Interaction group 3: Validate bot collecting destination city
This group validates that the bot collects the correct slot for the destination city and simulates a customer response.
Use the same configuration as interaction group 1 with the observe prompt set to "Where is your destination?" and the simulate prompt set to "New York."
Interaction group 4: Validate bot collecting date and simulate agent escalation
This group validates that the bot collects the correct slot for the departure date and simulates a customer response that triggers agent escalation.
Use the same configuration as interaction group 1 with the observe prompt set to "What is your departure date?" and the simulate prompt set to "I need to connect to an agent."
Interaction group 5: Validate transfer to queue
This group validates that the contact is transferred to a queue and sends a test command to end the test.
Observe block configuration:
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Event type – Action triggered
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Actor – System
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Resource type – Queue
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Target resource – BasicQueue (select the Queue resource you want to observe)
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Operation – Transfer to Queue
Action block configuration:
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Action – Test commands
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Test control type – End test
Run test and analyze results
After configuring all interaction groups and blocks, publish the test case and click Run test to open the test results page and monitor results in real time.
Once the test is complete, the results for each interaction group are displayed in execution order. Note that Initial Setup, Start, and Completed entries are added to the execution trace to provide visibility into the system steps for initiating and completing the test.
Click on each interaction group trace to view detailed results for each observe and action block.
Click the Contact ID link to navigate to the Contact detail page. If the contact flow has automated agent interaction and automated interaction summary enabled, the simulation chat or voice call will be analyzed accordingly.
