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What it tests

Ring 5 answers: Can the agent manage interruptions, emotion, timing, and disfluency? Real callers interrupt, go off-topic, express frustration, pause mid-sentence, change their mind, and circle back. Ring 5 tests whether your agent maintains coherence and composure under messy, human-like conversation patterns.

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Prerequisites

  • Call flow must be configured

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What it covers

  • Interruptions: Caller talks over the agent mid-sentence
  • Topic changes: Caller suddenly switches to an unrelated subject
  • Emotional tone: Frustrated, confused, or impatient callers
  • Long pauses: Extended silence mid-conversation
  • Mind changes: Caller reverses a decision partway through the flow
  • Repeated questions: Caller asks the same thing multiple times
  • Disfluency: “Um, wait, actually no, I meant the other one”

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What it catches

  • Agent loses track of conversation state after interruption
  • Agent can’t gracefully redirect off-topic callers
  • Agent escalates or mishandles emotional interactions
  • Agent times out or misinterprets silence
  • Agent can’t handle mid-flow corrections

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Behavior modifiers

Ring 5 scenarios can include behavior modifiers like:
  • interruption_time:<ms> — how quickly the caller interrupts
  • latency_between_turns:<ms> — simulated pauses between turns