Evidence
Read the transcript from the first turn, alongside the outcome, extracted fields, tool records, and recording when available.
Build agents
Use real call evidence to find a specific problem, make a focused change, and verify that it helped.
Open the agent’s Recent Calls. Use Analytics to find patterns after understanding the individual records.
Read the transcript from the first turn, alongside the outcome, extracted fields, tool records, and recording when available.
Find the earliest point where the agent differs from the expected behavior. A summary alone may hide the cause.
Keep the correction small enough to explain and reverse.
Fix question order, correction handling, unsupported promises, or incorrect output definitions.
Repair stale source facts, missing tool inputs, failed lookups, or false success claims.
Adjust pronunciation, turn taking, silence behavior, or transfer settings when the evidence points there.
Compare the new call with the original evidence.
Use the same caller wording and verify both the spoken behavior and structured outputs.
Repeat the successful, unknown-answer, correction, handoff, and opt-out scenarios.
Restore or increase traffic gradually, and record what changed and when to roll back.