01Re-test the same way
Use the same characters, tactics, rules and number of conversations as the test that found the problem, against the fixed version. Change one thing at a time, or you will not know which change helped.
02Look at the ranges, not the numbers
Going from 82% to 88% may be chance. With 250 conversations each, the ranges are roughly 77%–86% and 83%–92%, which overlap, so the fix is not yet proven. More conversations narrow the ranges. See how many test conversations are enough.
03Check for side effects
- New failures: a tighter rule in one place can open a gap in another.
- Over-refusal: eligible refunds refused, good sales lost, genuine invoices unpaid.
- Still happening: the same failure, through a different tactic.
Duelpoint’s re-tests run the same test again and list failures as new, fixed and still happening: $70 after an Agent Check, and one is included with every Assessment.
Questions
The failing conversation passes now. Is that enough?
No. One conversation passing shows the agent can hold firm, not that it usually does. The same tactic, phrased differently, may still work. Re-run many conversations with that tactic and compare rates.
See where your agent leaks money. Tested against your own rules, with the money at stake.