Skip to main content
Once your agent is live, a few simple habits will keep it running smoothly and delivering good results.

​
Monitor Performance

Check in regularly to catch issues early: Review Conversations: Listen to a few calls each week in Conversations. Check that your agent is handling calls as expected and look for patterns in failures or transfers. Check the Dashboard: Review call volume and success rates in campaign Dashboard. Watch for sudden drops in answer rates or goal achievement. Use the answer rate heat map to optimize calling hours.

​
Keep Things Current

Your agent performs best with up-to-date information:
1

Update knowledge regularly

When your product, pricing, or policies change, update your agent’s knowledge base immediately so it gives accurate information.
2

Refine instructions as needed

If you notice your agent struggling with certain scenarios, update the instructions to handle them better. Test changes before deploying.
3

Review and adjust business hours

Use campaign analytics to find the best calling times, then update your business hours configuration to focus on high-performing windows.

​
Handle Issues Quickly

When something goes wrong:
  1. Check recent changes: Did you update instructions, knowledge, or integrations recently?
  2. Review error logs: Look in Conversations for failed calls and error messages
  3. Test the flow: Use the web test to reproduce the issue
  4. Fix and verify: Make the correction, then test again before considering it resolved

​
Simple Success Habits

Pick 5-10 random conversations each week and listen to them. This keeps you connected to how customers experience your agent and helps you spot improvement opportunities.
Focus on metrics that tie to business outcomes:
  • Answer rate (are people picking up?)
  • Goal achievement (is your agent succeeding?)
  • Call volume trends (usage growing or declining?)
Always test instruction or knowledge changes in the web simulator before updating your production agent. Small changes can have unexpected effects.
Remove numbers that consistently fail or are on do-not-call lists. This improves campaign performance and keeps you compliant.

​
When to Get Help

Contact support if you experience:
  • Consistent call failures or audio quality issues
  • Sudden performance drops you can’t explain
  • Questions about scaling or advanced features
  • Integration problems with external systems

​
Next Steps

Optimize

Improve performance and results over time