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Analytics tell you what’s happening. This page shows you how to turn insights into improvements.

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Common Issues and Solutions

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Low Success Rate

Symptoms:
  • Fewer calls achieve desired outcome
  • High “unsuccessful” disposition
Investigate:
  1. Review conversation logs for failed calls
  2. Identify where conversations break down
  3. Check if callers are asking unexpected questions
Solutions:
FindingAction
Agent misunderstands requestsImprove prompt clarity
Missing informationExpand Knowledge Base
Wrong branch taken (Convo Flow)Refine conditions
Caller frustrationImprove tone/empathy in prompt

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High Transfer Rate

Symptoms:
  • Many calls end in transfer
  • Humans are overloaded
Investigate:
  1. What triggers transfers?
  2. Are they appropriate escalations?
  3. Could the agent handle these?
Solutions:
FindingAction
Legitimate escalationsTransfer rate is appropriate
Agent can’t answer questionsAdd to Knowledge Base
Agent gives up too easilyAdjust prompt instructions
Caller requests humanImprove agent experience

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Short Call Duration

Symptoms:
  • Calls end very quickly
  • Low engagement
Investigate:
  1. Are callers hanging up?
  2. Are end conditions triggering too early?
  3. Is the greeting off-putting?
Solutions:
FindingAction
Poor greetingImprove opening
Immediate hang-upCheck voice/audio quality
Misunderstood intentImprove understanding
Too aggressive end conditionsRelax end call triggers

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Very Long Calls

Symptoms:
  • Calls exceeding expected duration
  • Rambling conversations
Investigate:
  1. Is the agent getting stuck in loops?
  2. Is it asking too many questions?
  3. Is caller unable to get answers?
Solutions:
FindingAction
Loops in Convo FlowFix workflow logic
Agent too verboseShorten responses
Caller can’t get answerImprove Knowledge Base
No clear path to resolutionAdd more direct paths

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Low Satisfaction Scores

Symptoms:
  • Post-call metrics show unhappy callers
Investigate:
  1. Read transcripts of low-scoring calls
  2. Identify frustration points
  3. Note specific complaints
Solutions:
FindingAction
Agent sounds roboticImprove prompt for naturalness
Answers are wrongFix Knowledge Base
Process is frustratingSimplify workflow
Agent doesn’t empathizeAdd empathy instructions

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Optimization Cycle

Follow this continuous improvement process: 
1. Monitor Analytics
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2. Identify Issues
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3. Review Conversation Logs
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4. Diagnose Root Cause
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5. Make Changes
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6. Test Changes
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7. Deploy and Monitor
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(Repeat)

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A/B Testing

To test improvements:
  1. Create a new agent version with changes
  2. Split traffic between old and new
  3. Compare metrics
  4. Roll out winner
→ NEEDS PLATFORM INFO: A/B testing capabilities

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Quick Wins

Improvements that often help:
Quick WinImpact
Add more FAQ to KBBetter answers
Shorten agent responsesFaster calls
Add empathy phrasesBetter satisfaction
Fix pronunciation issuesClearer communication
Improve greetingBetter engagement

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What’s Next

Conversation Logs

Dig into specific calls

Cookbooks

See optimized examples