Why Synthetic Isn't Real Yet: A Diagnostic Framework for Contact Center Dialogue Generation

Synthetic transcript generation is critical in contact center domains, where privacy and data scarcity limit model training and evaluation. Unlike prior synthetic dialogue generation work on open-domain or medical dialogues, contact center conversations are goal-oriented, role-asymmetric, and behaviorally complex, featuring disfluencies, ASR noise, and compliance-driven agent actions. In deployments where transcripts are unavailable, standard pipelines still yield derived call attributes such as Intent Summaries, Topic Flow, and QA Evaluation Forms. We leverage these as supervision signals to guide generation. To assess the quality of such outputs, we introduce a diagnostic framework of 18 linguistically and behaviorally grounded metrics for comparing real and synthetic transcripts. We benchmark four language-agnostic generation strategies, from simple prompting to characteristic-aware multi-stage approaches, alongside reference-free baselines. Results reveal persistent challenges: no method excels across all traits, with notable deficits in disfluency, sentiment, and behavioral realism. Our diagnostic tool exposes these gaps, enabling fine-grained evaluation and stress testing of synthetic dialogue across languages.