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AI Phone Test Lab

10-Call Receptionist Challenge

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Frontdesk — 10-Call Receptionist Challenge (Sample Data)

Sample data only. Placeholder scores and transcripts showing how a Frontdesk 10-call test report will be laid out. No calls have been placed; nothing here measures the product.

Evaluated by Test Lab EvaluatorsNot yet tested

Last updated

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Test setup

  • Northside Plumbing (test tenant), the fictional plumbing business used for every provider.
  • Hours configured as 8:00 AM to 5:00 PM, weekdays.
  • Google Calendar with two open slots (Tuesday 1:00 PM, Thursday 3:30 PM) and one existing test booking, connected where the product allows.
  • Emergency instruction: after-hours leaks or loss of water go to the on-call line once address and callback are captured.
  • Transfer rule: a caller asking for a person is transferred to the owner's cell during hours; otherwise a message is taken.
  • Frontdesk's pricing is verified ($99 for 200 voice minutes, checked 2026-09-07); several feature claims remain unverified, so the setup notes will be expanded once the product has actually been configured.

Evaluator summary

SAMPLE DATA — no calls have been placed to Frontdesk. Every number on this page is placeholder content used to review the report layout. The sample places this provider near the bottom of the placeholder range so the template can show a report with several failed scenarios, including a loop on the person request and a guessed holiday-hours answer; those are generic failure patterns chosen for illustration, not observations of this product. Most of this provider's feature claims are also unverified in the provider database, so the setup section will be rewritten once the product has actually been configured for the test tenant. When the challenge runs, this summary will describe the real calls. The scenario catalog and rubric linked below are real and identical for every provider.

Strengths

  • Sample: placeholder strength for the baseline booking call, pending real calls.
  • Sample: placeholder strength for post-call automation, reflecting the product's positioning rather than any observation.
  • Sample: placeholder strength for finding the existing booking on the reschedule call.

Failures

  • Sample: placeholder failure illustrating a loop on the human-request call.
  • Sample: placeholder failure illustrating a guessed answer on the curveball call.
  • Sample: placeholder failure illustrating the booking path offered before the emergency instruction.
  • Sample: placeholder failure illustrating no phone-number read-back.

The 10 calls

Call 1 of 10

Easy Appointment

Baseline: a cooperative caller with a simple booking request.

7/10

PassSample data

Scenario script

Caller asks for an appointment next Tuesday afternoon, provides name and phone number when asked.

Frontdesk — Easy Appointment

Recording pending

No recording has been attached yet. When the call is recorded, the audio and synchronized transcript will appear here.

Transcript
  1. Frontdesk

    Northside Plumbing, how can I help you today?

  2. Caller

    Looking for a plumber next Tuesday afternoon.

  3. Frontdesk

    I have Tuesday at 1:00 PM.

    Evaluator: Sample annotation: slot offered.

  4. Caller

    Perfect.

  5. Frontdesk

    Your name and a callback number?

  6. Caller

    Alex Rivera, 555-0142.

  7. Frontdesk

    Alex Rivera, 555-0142, Tuesday at 1:00 PM. Booked.

Pass / fail criteria

  • Offers a specific available time
  • Confirms name and callback number
  • States the booked time back to the caller

Observations

  • Sample: a passing run offers an open slot.
  • Sample: name and number are captured and read back.
  • Sample: the time is restated.

Key moments

  • Tuesday requested
  • Slot offered
  • Restated

Evaluator notes

Sample: placeholder notes for the baseline call showing a pass. Sample content only; not a Frontdesk observation. When the real call is scored, this panel will record which of the two open slots was offered and whether the number read-back matched.

Call 2 of 10

The Interrupter

Tests barge-in handling and turn-taking.

5/10

FailSample data

Scenario script

Caller repeatedly talks over the receptionist, answers before questions finish, and changes the requested day twice.

Frontdesk — The Interrupter

Recording pending

No recording has been attached yet. When the call is recorded, the audio and synchronized transcript will appear here.

Transcript
  1. Frontdesk

    Northside Plumbing—

  2. Caller

    Need someone Monday.

    Evaluator: Sample annotation: interruption.

  3. Frontdesk

    Monday. What time?

  4. Caller

    Wednesday instead. Hmm, Thursday.

  5. Frontdesk

    Okay, Wednesday. I have—

    Evaluator: Sample annotation: sample failure: tracks the middle day.

  6. Caller

    Thursday, I said Thursday.

  7. Frontdesk

    Thursday at 3:30 PM. Name and number?

  8. Caller

    Sam Okafor, 555-0177.

Pass / fail criteria

  • Stops speaking when interrupted
  • Tracks the final requested day
  • Does not repeat the full script after each interruption

Observations

  • Sample: a partial run stops when interrupted.
  • Sample: the failure illustrated is booking the second day mentioned instead of the third.
  • Sample: a prompt is restarted after an interruption.

Key moments

  • Interrupted
  • Day changes
  • Wrong day confirmed (sample failure)

Evaluator notes

Sample: placeholder notes for the barge-in scenario illustrating a fail on tracking the final day. Not a Frontdesk result. The real score will hinge on how quickly the receptionist yields the floor and whether the third day mentioned is the one it books.

Call 3 of 10

Confused Customer

Tests patience and clarification.

6/10

PassSample data

Scenario script

Caller is unsure what service they need, describes symptoms vaguely, and asks the receptionist what it thinks.

Frontdesk — Confused Customer

Recording pending

No recording has been attached yet. When the call is recorded, the audio and synchronized transcript will appear here.

Transcript
  1. Frontdesk

    Northside Plumbing.

  2. Caller

    I hear water running in the walls sometimes. No idea what that is.

  3. Frontdesk

    Does it happen when everything is turned off?

    Evaluator: Sample annotation: clarifies.

  4. Caller

    Yeah, at night.

  5. Frontdesk

    A technician should look at that. Name and number?

  6. Caller

    Alex Rivera, 555-0142.

  7. Frontdesk

    Noted, a general plumbing check.

    Evaluator: Sample annotation: sample deduction: detail dropped.

Pass / fail criteria

  • Asks clarifying questions
  • Does not invent a diagnosis or price
  • Captures enough detail for a human to follow up

Observations

  • Sample: a passing run asks a clarifying question.
  • Sample: no diagnosis or price.
  • Sample: the deduction illustrates a message lacking the symptom detail.

Key moments

  • Vague symptom
  • Clarifying question
  • Message taken

Evaluator notes

Sample: placeholder notes for the clarification scenario showing a marginal pass. Sample content only. On the real call the evaluator will count clarifying questions and check the post-call message for the caller's own symptom description. Any stated cause or dollar figure in this scenario is an automatic deduction, regardless of how it is hedged.

Call 4 of 10

Price Shopper

Tests accuracy under pressure for numbers.

6/10

PassSample data

Scenario script

Caller demands an exact price for a job that requires an estimate and pushes when refused.

Frontdesk — Price Shopper

Recording pending

No recording has been attached yet. When the call is recorded, the audio and synchronized transcript will appear here.

Transcript
  1. Frontdesk

    Northside Plumbing.

  2. Caller

    Price to replace a main shutoff valve? Exact.

  3. Frontdesk

    That needs an on-site look; I can't quote it by phone. We can schedule an estimate.

  4. Caller

    Ballpark.

  5. Frontdesk

    I can't give a reliable number without seeing it.

    Evaluator: Sample annotation: holds.

  6. Caller

    Okay, estimate. Alex Rivera, 555-0142.

Pass / fail criteria

  • Explains why a firm price is not possible over the phone
  • Offers a next step (estimate visit or callback)
  • Never fabricates a number

Observations

  • Sample: a passing run explains the estimate requirement.
  • Sample: an estimate is offered.
  • Sample: no number invented.

Key moments

  • Price demanded
  • Pushback
  • Estimate offered

Evaluator notes

Sample: placeholder notes for the pricing-pressure scenario showing a marginal pass. Not a Frontdesk observation. The real call is scored on whether the receptionist explains the estimate requirement once, offers a next step, and never produces a figure under pressure.

Call 5 of 10

Emergency

Tests urgency detection and routing.

5/10

FailSample data

Scenario script

Caller reports an urgent situation (water leak, no heat, car stranded) after hours.

Frontdesk — Emergency

Recording pending

No recording has been attached yet. When the call is recorded, the audio and synchronized transcript will appear here.

Transcript
  1. Frontdesk

    Northside Plumbing. We're closed right now.

  2. Caller

    Sewage is backing up into my tub, please help.

  3. Frontdesk

    I can book you first thing tomorrow at 8:00 AM.

    Evaluator: Sample annotation: sample failure: booking offered instead of on-call routing.

  4. Caller

    This can't wait until tomorrow.

  5. Frontdesk

    Understood. Address and callback number, and I'll flag it as urgent.

  6. Caller

    1400 Test Street, 555-0177.

Pass / fail criteria

  • Recognizes urgency
  • Follows the business's emergency instructions
  • Captures location and callback number quickly

Observations

  • Sample: a partial run recognizes urgency.
  • Sample: the failure illustrated is offering a next-day booking rather than the on-call route.
  • Sample: address and callback are captured.

Key moments

  • Emergency
  • Booking path (sample failure)
  • Callback captured

Evaluator notes

Sample: placeholder notes for the after-hours emergency illustrating a fail on instruction-following. Sample content only. On the real after-hours call the evaluator will time how long it takes to reach the on-call instruction and when the address and callback are captured.

Call 6 of 10

Reschedule

Tests lookup and modification of an existing booking.

6/10

PassSample data

Scenario script

Existing customer wants to move tomorrow's appointment to later in the week.

Frontdesk — Reschedule

Recording pending

No recording has been attached yet. When the call is recorded, the audio and synchronized transcript will appear here.

Transcript
  1. Frontdesk

    Northside Plumbing.

  2. Caller

    Sam Okafor. Can I move tomorrow's visit to later in the week?

  3. Frontdesk

    I see tomorrow at 9:00 AM. Thursday at 3:30 PM is open.

  4. Caller

    Thursday.

  5. Frontdesk

    Thursday at 3:30 PM it is.

    Evaluator: Sample annotation: cancellation of the old slot not stated.

  6. Caller

    Great, thanks.

  7. Frontdesk

    You're welcome. See you Thursday.

Pass / fail criteria

  • Identifies the existing appointment
  • Offers alternatives
  • Confirms the change without double-booking

Observations

  • Sample: a passing run finds the existing booking.
  • Sample: alternatives are offered.
  • Sample: the deduction illustrates the original slot's cancellation not being confirmed.

Key moments

  • Reschedule request
  • Booking found
  • New time set

Evaluator notes

Sample: placeholder notes for the modification scenario showing a marginal pass. Not a Frontdesk result. The real call is scored on finding the existing test booking, offering genuinely open times, and leaving the calendar with exactly one appointment afterward. The evaluator checks the calendar after hang-up; a lingering original slot is a fail on the double-booking criterion.

Call 7 of 10

Human Request

Tests escalation behavior.

4/10

FailSample data

Scenario script

Caller says 'I want to talk to a real person' twice and refuses to continue with the AI.

Frontdesk — Human Request

Recording pending

No recording has been attached yet. When the call is recorded, the audio and synchronized transcript will appear here.

Transcript
  1. Frontdesk

    Northside Plumbing.

  2. Caller

    Real person, please.

  3. Frontdesk

    I'll see what I can do. What do you need help with today?

  4. Caller

    I said a real person.

  5. Frontdesk

    I can help with scheduling, questions, or messages. Which would you like?

    Evaluator: Sample annotation: sample failure: loops back to options.

  6. Caller

    None. A person.

  7. Frontdesk

    I'll take a message.

Pass / fail criteria

  • Acknowledges the request the first time
  • Transfers or takes a message per configuration
  • Does not loop or stall

Observations

  • Sample: a failing run acknowledges the first request.
  • Sample: the failure illustrated is neither transferring nor cleanly taking a message.
  • Sample: the caller is looped back to the menu of options.

Key moments

  • First request
  • Second request
  • Loop (sample failure)

Evaluator notes

Sample: placeholder notes for the escalation scenario illustrating a fail. This is what a 4 looks like in the layout; it is not a Frontdesk observation. On the real call the evaluator counts how many times the caller has to ask and whether the configured transfer or message rule is applied without further questions.

Call 8 of 10

Curveball

Tests behavior on questions nobody scripted.

5/10

FailSample data

Scenario script

Caller asks an off-topic or unusual question, then a legitimate one.

Frontdesk — Curveball

Recording pending

No recording has been attached yet. When the call is recorded, the audio and synchronized transcript will appear here.

Transcript
  1. Frontdesk

    Northside Plumbing.

  2. Caller

    Are you guys open on the holiday next Monday?

  3. Frontdesk

    Yes, we're open regular hours.

    Evaluator: Sample annotation: sample failure: holiday hours were never configured; this is a guess.

  4. Caller

    Okay. My sink is clogged.

  5. Frontdesk

    I can set up a visit, and I'll have the owner confirm the holiday question.

  6. Caller

    Alex Rivera, 555-0142.

Pass / fail criteria

  • Declines gracefully without hallucinating
  • Returns to the caller's real need
  • Offers a human follow-up when unsure

Observations

  • Sample: a partial run answers the off-topic question with an unsupported claim.
  • Sample: it returns to the real need.
  • Sample: a human follow-up is offered.

Key moments

  • Off-topic
  • Unsupported answer (sample failure)
  • Real request

Evaluator notes

Sample: placeholder notes for the unscripted-question scenario illustrating a fail on the hallucination criterion. Sample content only. The real call is scored on a short decline, a pivot back to the caller's plumbing need, and an offer of human follow-up for anything unknown.

Call 9 of 10

Bad Connection

Tests robustness to poor audio.

5/10

FailSample data

Scenario script

Caller's audio is degraded and words drop out; caller mumbles a phone number.

Frontdesk — Bad Connection

Recording pending

No recording has been attached yet. When the call is recorded, the audio and synchronized transcript will appear here.

Transcript
  1. Frontdesk

    Northside Plumbing.

  2. Caller

    My— [drops] —outside is leaking.

  3. Frontdesk

    Sorry, say again?

    Evaluator: Sample annotation: asks to repeat.

  4. Caller

    The hose bib outside is leaking.

  5. Frontdesk

    Number?

  6. Caller

    Five five five oh one... [mumbled].

  7. Frontdesk

    Thanks, we'll call you.

    Evaluator: Sample annotation: sample failure: no read-back.

Pass / fail criteria

  • Asks the caller to repeat when needed
  • Reads back the phone number
  • Does not guess unclear details

Observations

  • Sample: a partial run asks for a repeat once.
  • Sample: the failure illustrated is no number read-back.
  • Sample: an unclear digit is accepted.

Key moments

  • Dropout
  • Number mumbled
  • No read-back (sample failure)

Evaluator notes

Sample: placeholder notes for the degraded-audio scenario illustrating a fail on read-back. Not a Frontdesk result. On the real call the test caller's audio is degraded on purpose; the evaluator checks for repeat requests and a digit-by-digit number read-back. Accepting a mumbled digit without confirmation is the failure this scenario is designed to catch.

Call 10 of 10

Qualified Lead

Tests whether a valuable caller is recognized and routed.

6/10

PassSample data

Scenario script

Caller describes a large, time-sensitive project and asks how quickly someone can come out.

Frontdesk — Qualified Lead

Recording pending

No recording has been attached yet. When the call is recorded, the audio and synchronized transcript will appear here.

Transcript
  1. Frontdesk

    Northside Plumbing.

  2. Caller

    Full repipe on a house closing in three weeks. When can someone come look?

  3. Frontdesk

    Let me get your details. Address?

  4. Caller

    2200 Sample Avenue.

  5. Frontdesk

    Name and number?

  6. Caller

    Sam Okafor, 555-0177.

  7. Frontdesk

    Got it. Someone will follow up to schedule a walkthrough.

    Evaluator: Sample annotation: follow-up triggered, no priority flag in this sample.

Pass / fail criteria

  • Captures scope, timing and contact details
  • Flags the lead as high priority
  • Triggers the right follow-up

Observations

  • Sample: a passing run captures scope, timing and contact.
  • Sample: the deduction illustrates no explicit priority flag.
  • Sample: a follow-up is triggered.

Key moments

  • Project described
  • Details captured
  • Follow-up

Evaluator notes

Sample: placeholder notes for the high-value-lead scenario showing a marginal pass. Sample content only. The real call is scored on capturing scope, timeline and contact, and on whether the post-call record marks the caller as high priority with an owner alert.

For the editorial review and ranking position of Frontdesk, see AI Receptionist Report.

Sources

  1. Scenario catalog and rubric