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AI Phone Test Lab

10-Call Receptionist Challenge

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Retell AI — 10-Call Receptionist Challenge (Sample Data)

Sample data only. Placeholder scores and transcripts showing how a Retell AI 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

  • Retell AI is a developer platform, not a turnkey receptionist. A default agent had to be built for this test: a system prompt describing Northside Plumbing (test tenant), a calendar function, a transfer tool and an emergency instruction. The lab's build is what gets scored, and results reflect that build as much as the platform.
  • Hours of 8:00 AM to 5:00 PM weekdays written into the agent prompt.
  • Google Calendar with two open slots (Tuesday 1:00 PM, Thursday 3:30 PM) and one existing test booking exposed through a simple availability/booking function.
  • Emergency instruction in the prompt: after-hours leaks or no water collect address and callback, then hand off to the on-call line.
  • Transfer rule implemented with the platform's transfer tool: person requests go to the owner's cell during hours, message after hours.

Evaluator summary

SAMPLE DATA — no calls have been placed to Retell AI. Every figure on this page is placeholder content for layout review. This provider is a developer platform, so the lab had to build a default agent (prompt, booking function, transfer tool, emergency instruction) before any call could be placed; a real score will reflect that build at least as much as the platform, and the report will say so. The sample places it in the middle of the placeholder range with illustrative deductions on scheduling modification, escalation and post-call workflow, the areas where a minimal build tends to be thin. None of that has been observed. When the challenge runs, this summary will describe the build, the calls and what the webhook delivered. The scenario catalog and rubric linked below are real and identical for every provider.

Strengths

  • Sample: placeholder strength for interruption handling, pending real calls.
  • Sample: placeholder strength for the degraded-audio call.
  • Sample: placeholder strength for the baseline booking through the lab's function.

Failures

  • Sample: placeholder failure illustrating a ballpark price offered under pressure.
  • Sample: placeholder failure illustrating no lookup of existing appointments in the default build.
  • Sample: placeholder failure illustrating a stall on the human-request call.

The 10 calls

Call 1 of 10

Easy Appointment

Baseline: a cooperative caller with a simple booking request.

8/10

PassSample data

Scenario script

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

Retell AI — 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. Retell AI

    Northside Plumbing, how can I help?

  2. Caller

    I need a plumber next Tuesday afternoon.

  3. Retell AI

    Tuesday at 1:00 PM is open. Want that?

    Evaluator: Sample annotation: slot from the booking function.

  4. Caller

    Yes.

  5. Retell AI

    Name and callback number?

  6. Caller

    Alex Rivera, 555-0142.

  7. Retell AI

    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 calls the availability function and offers a real slot.
  • Sample: name and number are captured and read back.
  • Sample: the booked time is restated.

Key moments

  • Tuesday requested
  • Slot offered
  • Restated

Evaluator notes

Sample: placeholder notes for the baseline call showing a pass. For a developer platform the result depends on the booking function the lab wired up. Sample content only. 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.

8/10

PassSample data

Scenario script

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

Retell AI — 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. Retell AI

    Northside Plumbing—

  2. Caller

    Plumber, Monday.

    Evaluator: Sample annotation: interruption.

  3. Retell AI

    Monday. Time?

  4. Caller

    Wednesday. Thursday, actually.

  5. Retell AI

    Thursday, 3:30 PM?

  6. Caller

    Yes.

  7. Retell AI

    Name and number?

  8. Caller

    Sam Okafor, 555-0177.

  9. Retell AI

    Thursday 3:30, Sam Okafor, 555-0177.

    Evaluator: Sample annotation: final day tracked.

Pass / fail criteria

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

Observations

  • Sample: a passing run stops immediately when talked over.
  • Sample: the final day is tracked across two changes.
  • Sample: no full re-prompt after interruptions.

Key moments

  • Interrupted
  • Day changed twice
  • Final day confirmed

Evaluator notes

Sample: placeholder notes for the barge-in scenario showing a strong pass. The sample gives developer platforms a higher placeholder here purely to vary the layout; it is not a measured 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.

7/10

PassSample data

Scenario script

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

Retell AI — 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. Retell AI

    Northside Plumbing.

  2. Caller

    Something's off with the water heater, it's making a popping sound. Is that bad?

  3. Retell AI

    Is the popping when it's heating, or all the time?

    Evaluator: Sample annotation: clarifies.

  4. Caller

    When it heats up.

  5. Retell AI

    I won't guess at the cause, but a technician can inspect it. Name and number?

  6. Caller

    Alex Rivera, 555-0142.

  7. Retell AI

    Noted: popping sound from the water heater during heating.

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 clarifying questions.
  • Sample: no diagnosis or price.
  • Sample: the message captures the symptom.

Key moments

  • Vague symptom
  • Clarifying question
  • Message taken

Evaluator notes

Sample: placeholder notes for the clarification scenario showing a 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.

Retell AI — 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. Retell AI

    Northside Plumbing.

  2. Caller

    Water heater replacement. Exact price.

  3. Retell AI

    It depends on the unit, so I can't quote it. We can schedule an estimate.

  4. Caller

    Ballpark, come on.

  5. Retell AI

    Typically somewhere in the low thousands, but—

    Evaluator: Sample annotation: sample failure: a number the business never authorized.

  6. Caller

    Okay, book the 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: the deduction illustrates a vague range being offered under pressure, which counts against the never-fabricate criterion.

Key moments

  • Price demanded
  • Pushback
  • Range offered (sample failure)

Evaluator notes

Sample: placeholder notes for the pricing-pressure scenario showing a marginal pass with a fail on the fabrication criterion. A prompt-built agent without a strict no-price rule can drift here; the sample shows the pattern generically. Not a Retell 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.

6/10

PassSample data

Scenario script

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

Retell AI — Emergency

Recording pending

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

Transcript
  1. Retell AI

    Northside Plumbing after-hours.

  2. Caller

    No water in the whole house and I hear hissing.

  3. Retell AI

    That's urgent. I'll get the on-call plumber. Address?

    Evaluator: Sample annotation: emergency path.

  4. Caller

    1400 Test Street.

  5. Retell AI

    Number?

  6. Caller

    555-0177.

Pass / fail criteria

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

Observations

  • Sample: a passing run recognizes urgency.
  • Sample: the emergency instruction is followed.
  • Sample: the deduction illustrates callback captured after the routing announcement.

Key moments

  • Emergency
  • Routing
  • Callback captured

Evaluator notes

Sample: placeholder notes for the after-hours emergency showing a marginal pass. 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.

4/10

FailSample data

Scenario script

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

Retell AI — Reschedule

Recording pending

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

Transcript
  1. Retell AI

    Northside Plumbing.

  2. Caller

    Sam Okafor. Move tomorrow's appointment to later this week.

  3. Retell AI

    I can't see existing appointments from here, but I can note the request.

    Evaluator: Sample annotation: sample failure: no lookup in the default build.

  4. Caller

    Thursday.

  5. Retell AI

    Noted Thursday. The office will confirm. Number?

  6. Caller

    555-0177.

Pass / fail criteria

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

Observations

  • Sample: a failing run cannot look up the existing booking because the lab's default function only exposes availability, not existing appointments.
  • Sample: alternatives are offered.
  • Sample: the change cannot be confirmed safely.

Key moments

  • Reschedule request
  • Lookup unavailable (sample)
  • Message taken

Evaluator notes

Sample: placeholder notes for the modification scenario illustrating a fail caused by the scope of the lab's default build rather than the platform. Sample content only. The real call is scored on finding the existing test booking, offering genuinely open times, and leaving the calendar with exactly one appointment afterward.

Call 7 of 10

Human Request

Tests escalation behavior.

5/10

FailSample data

Scenario script

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

Retell AI — 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. Retell AI

    Northside Plumbing.

  2. Caller

    Real person.

  3. Retell AI

    I can transfer you. What's this regarding?

  4. Caller

    Just transfer me.

  5. Retell AI

    One moment. Can I get your name first?

    Evaluator: Sample annotation: sample failure: stalls.

  6. Caller

    No.

  7. Retell AI

    Transferring.

Pass / fail criteria

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

Observations

  • Sample: a partial run acknowledges the request.
  • Sample: the transfer tool is invoked.
  • Sample: the failure illustrated is a stall before the transfer.

Key moments

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

Evaluator notes

Sample: placeholder notes for the escalation scenario illustrating a fail on the no-stall criterion. Sample content only. 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.

6/10

PassSample data

Scenario script

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

Retell AI — Curveball

Recording pending

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

Transcript
  1. Retell AI

    Northside Plumbing.

  2. Caller

    What's the capital of Australia?

  3. Retell AI

    I'm just here for plumbing. Is there something I can help with?

    Evaluator: Sample annotation: declines.

  4. Caller

    My sump pump won't shut off.

  5. Retell AI

    I can set up a visit. Name and number?

  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 passing run declines the off-topic question.
  • Sample: it returns to the real need.
  • Sample: the deduction illustrates no human follow-up offer.

Key moments

  • Off-topic
  • Decline
  • Real request

Evaluator notes

Sample: placeholder notes for the unscripted-question scenario showing a marginal pass. 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.

7/10

PassSample data

Scenario script

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

Retell AI — 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. Retell AI

    Northside Plumbing.

  2. Caller

    My— [drops] —is frozen.

  3. Retell AI

    Say that again, please?

    Evaluator: Sample annotation: asks to repeat.

  4. Caller

    My outdoor pipe is frozen.

  5. Retell AI

    Callback number?

  6. Caller

    Five five five... [mumbled].

  7. Retell AI

    I missed the last digits. Once more?

  8. Caller

    555-0142.

  9. Retell AI

    555-0142. Got it.

Pass / fail criteria

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

Observations

  • Sample: a passing run asks for repeats.
  • Sample: the number is read back.
  • Sample: no unclear detail guessed.

Key moments

  • Dropout
  • Number mumbled
  • Read-back

Evaluator notes

Sample: placeholder notes for the degraded-audio scenario showing a pass. Sample content only. 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.

Retell AI — 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. Retell AI

    Northside Plumbing.

  2. Caller

    Full repipe before closing in three weeks. How fast?

  3. Retell AI

    Let me take your details. Address?

  4. Caller

    2200 Sample Avenue.

  5. Retell AI

    Name and number?

  6. Caller

    Sam Okafor, 555-0177.

  7. Retell AI

    Got it. Someone will call you.

    Evaluator: Sample annotation: no priority flag in the default build.

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 priority flag because the default build has no such field.
  • Sample: a follow-up webhook fires.

Key moments

  • Project described
  • Details captured
  • Webhook

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 Retell AI, see AI Receptionist Report.

Sources

  1. Scenario catalog and rubric