Evals

Evals grades how well your agent spoke; use Analytics for volume and cost. Its test cases are simulated calls down one conversation path that the agent must handle. In the dashboard: Sidebar → Monitor → Evals. Ringg turns Evals on per agent (troubleshooting). A primary workspace that manages Ringg Spaces has no Evals item; open a Ringg Space.

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Before you start

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How evals relate to agents and calls

• Per agent. Every section of the page is about one agent. Pick it in the agent picker at the top.
• Automatic on real calls. Once evals are on, the agent’s completed calls are scored on its metrics.
• On demand with test cases. A test case runs a simulated call; nobody is dialled and it does not touch real customers.
• Visible in Logs. A scored call gets an Evals tab (see evals for one call).

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Read the quality chart

Pick an agent and a date range. The range defaults to the last 30 days, and the agent and range are kept in the URL. The left panel lists Metrics, each with its average score for the range. Overall is the plain average of those metric scores, skipping metrics with no evaluated calls, and is always plotted. Click a metric to add its line; up to four metrics can be plotted at once (“Unselect a metric to plot another.”). Hover a metric that is not plotted to preview it as a dashed line. Ringg’s built-in metrics. When Ringg turns evals on for an agent, it picks which of these the agent is scored on: You can add your own metrics in Settings.

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Review issues

Issues shows the most frequent failures for the agent in the range, with “N flagged · M calls evaluated”. Each issue card has:

• A title such as “Didn’t follow its instructions” and the metric that caught it.
• How often it happened, as a share and count “of all calls”.
• A Call snippet with what the customer and the agent said.
• Add as test case: turns the failure into a test the agent has to pass. The button reads Added afterwards.
• Not an issue (the dismiss icon): hides the card until you reload the page; the dismissal is not saved.

Filter the list with the metric chips above the cards.

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Create test cases

A test case is “one conversation path the agent has to survive”. It has a Conversation path (who the simulated customer is and how they push the agent) and Success criteria (what the agent must do to pass). An agent can hold 25 test cases; delete one to add another. There are three ways to add cases.

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Generate cases from the prompt

Pick Generate as Voice or Web chat, then click Generate 10 (or Generate N more, up to the 25-case limit). Ringg writes the cases from the agent’s prompt.

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Write a case by hand

1. Click Create a test case (or the Create a new testcase tile).
2. Pick the channel: Voice “runs a spoken call (STT/TTS)”; Web chat “runs a text-only conversation”.
3. On Write a prompt, fill Name (for example “Angry customer, mid-call plan change”), Conversation path and Success criteria. Both text fields need at least 10 characters.
4. Click Add test case.

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Turn a real call into a case

In Create a test case, open From a call and paste a Call ID from the call panel in Logs. Ringg replays the call as a simulation and turns what went wrong into a criterion. Click Add test case. The voice dropdown next to Run tests sets the simulated customer’s voice for all of the agent’s voice test cases. It starts on Default voice. Web chat cases have no audio and ignore it.

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Run test cases and read results

Click Run tests to run every case, or open a case and click Run test (Run again after the first run). Runs are queued when simulation capacity is busy. The header shows the score as passed out of total, such as 7/10. Open a case to see:

• The verdict and the judge’s reasoning, and “N of M criteria met” with a reason per criterion.
• Which agent version ran and when it was published. Runs always use the published version, so publish your changes before re-running (see Versions).
• The simulated conversation, with tool calls and node transitions, and a recording for voice cases.
• Edit to change the name, path or criteria (“Existing runs keep the verdict they were given.”).
• A Voice / Web chat switch that converts the case to the other channel.
• A delete icon, then Delete to confirm.

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Configure metrics

Click Configure (or scroll to Settings). Select a metric on the left to see:

• Tolerance: how readily a call is flagged.

• Prompt: what the evaluator judges on every call. Editable for your own metrics; built-in metric prompts are “fixed and maintained by Ringg”.
• Remove: stops the metric running on this agent.

To add a metric, click Add new metric, enter a Name (for example “Offered the callback option”) and a Prompt of at least 10 characters, then click Add metric. It runs on the agent’s next completed calls.

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See evals for one call

Open a call in Logs. If it was scored, the detail view has an Evals tab with each metric’s score and the issues found: 70% and above shows Good, 40–69% Fair, below 40% Needs review. Calls of agents without evals, and WhatsApp chats, have no Evals tab.

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With the API

To read a call’s eval scores, call Get call details with call_metrics=true. The response’s data.metrics lists one entry per metric with metric_name, output_type, score, explanation and violations. Webhooks don’t carry eval scores. Test cases and metric settings have no public API; manage them in the dashboard.

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Troubleshooting

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Next steps