Two Paths to Improvement
Review Conversations
Review calls, read transcripts, and check goal results to understand what’s actually happening in individual conversations
Dashboard
Track metrics over time to measure success, spot trends, and identify improvement opportunities
Quick Weekly Routine
Check metrics
Review key metrics in Dashboard (goal achievement, transfers, duration) and campaign Dashboard or Reporting tabs (answer rates, call volume). Look for sudden drops or improvements.
Sample conversations
Go to Conversations and review 5-10 calls. Filter by failures, transfers, or low goal achievement to find improvement opportunities.
Make adjustments
Based on what you learned:
- Update agent instructions for common scenarios
- Add missing knowledge to knowledge bases
- Refine goals or post-call analysis questions
- Adjust business hours based on heat map insights
The Feedback Loop
Every conversation generates data you can learn from:- During the call: Agent follows instructions, uses knowledge, executes actions
- After the call: Goals are scored, post-call analysis runs, conversation is logged
- You review: Check individual calls or aggregate metrics
- You improve: Update instructions, knowledge, or configuration
- Repeat: Monitor impact and continue refining