Voice Agent Interruption Testing: Drops and Handoffs

Voice agent interruption testing evaluates what happens when a session is dropped, stalled, transferred, handed to a human, or interrupted by keypad input, focusing on state, cleanup, context, and committed work rather than individual response correctness. Unlike barge-in testing, these events break or suspend the session itself and may surface as silence rather than explicit errors, particularly on WebRTC and ICE paths where disconnected states can be temporary and failed ICE transports may leave related resources open for possible recovery. Effective scenarios deliberately disrupt media beneath the application, inspect transport and provider call records, distinguish recoverable connectivity loss from completed calls, and verify that partial actions are completed or rolled back without duplicate backend writes. Transfer tests should account for intentional silence while bridges form, confirm correct disposition and context delivery to receiving agents, and prevent handoffs from being misclassified as abandoned calls. Keypad tests should validate timing, routing, prompt interruption, multi-digit collection, and ownership of trailing digits. Across all interruptions, durable conversation state, shared correlation keys, and idempotency keys are essential for linking call legs, preserving caller information and commitments, avoiding duplicate actions after retries, and producing reliable operational metrics.

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