Building & improving agents
Building & improving agents
Building a production agent is a loop, not a one-shot. This page lays out the path from a first draft to a deployed agent you keep improving with real traffic.
Build the first version
Start with a single-state agent: a clear instruction, a voice and language, and only the tools the core flow needs. Resist adding states or tools you can’t yet test.
Review & test the prompt
Test every change before it ships:
- test agent: talk to the agent live and listen for turn-taking, language, and tone.
- Simulate: run scripted / simulated conversations to check behaviour repeatably.
Set up outcome variables
Define the output variables that capture what happened, disposition, resolution, collected fields, and the goal that judges success. These are what you’ll measure and improve against.
Deploy
Ship the agent to a channel, telephony, a web widget, or code, deliberately, from a tested config version.
Set up key metrics & dashboards
Wire up Agent Analytics and build the boards you’ll watch: connectivity, engagement, outcomes, and the business metric that actually matters.
Goals
A goal is the success criterion for an agent. It powers automated conversation evaluation against both live and test agent traffic, and its results feed the Goals dashboard in Agent Analytics.
You can set one goal per agent. Keep it focused on the single business outcome that defines success; use Agent Analytics for broader operational metrics.
Rule-based conditions
A goal is built from rules that check conversation outcomes - for example whether a required variable was set, whether a disposition matches an expected value, or whether a numeric score clears a threshold.
Additional operators may appear in the dashboard as the evaluation system expands.
See the results
Once a goal is configured, every connected call is evaluated against it. The outcomes appear in the Goals tab under Agent Analytics - achievement rate, achieved-vs-not cohorts, and the patterns that correlate with success.