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Build agents

Improve from calls

Use real call evidence to find a specific problem, make a focused change, and verify that it helped.

4 minute read Dashboard guide
01

Start with one complete call

Open the agent’s Recent Calls. Use Analytics to find patterns after understanding the individual records.

01

Evidence

Read the transcript from the first turn, alongside the outcome, extracted fields, tool records, and recording when available.

02

First divergence

Find the earliest point where the agent differs from the expected behavior. A summary alone may hide the cause.

02

Change the responsible area

Keep the correction small enough to explain and reverse.

01

Instructions or variables

Fix question order, correction handling, unsupported promises, or incorrect output definitions.

02

Knowledge or integrations

Repair stale source facts, missing tool inputs, failed lookups, or false success claims.

03

Voice or Call Settings

Adjust pronunciation, turn taking, silence behavior, or transfer settings when the evidence points there.

03

Repeat the scenario

Compare the new call with the original evidence.

01

Confirm the fix

Use the same caller wording and verify both the spoken behavior and structured outputs.

02

Check regressions

Repeat the successful, unknown-answer, correction, handoff, and opt-out scenarios.

03

Monitor

Restore or increase traffic gradually, and record what changed and when to roll back.