Salesforce
Hubspot
slack
Shopify
Google Workspace
Microsoft Teams
Twilio
zapierReview conversations, action events and outcomes. Use live oversight and historical evidence to find where the experience needs to improve.
Talk to salesReview agent activity and outcome measures. Spot patterns that need investigation. Review trends by agent and period, then inspect the calls behind unusual changes.
For regular operational reviews.
Observe an active conversation. Support intervention when appropriate. Give the responsible team access and define when an active call needs intervention.
For calls that need real-time oversight.
Review logs, transcripts and recordings. Trace the sequence behind an outcome. Compare the transcript and recording with tool events to reconstruct the sequence.
For investigating a specific call.
Review recommendations about agent behavior. Focus attention on recurring weak points. Make a focused change to the prompt, knowledge, or action configuration.
For a cycle of review and refinement.
Understand recurring outcomes across the agent.
Find the call and trace the relevant events.
Inspect calls after a prompt or workflow change.
Define useful outcomes and the signs of a poor experience for your agent’s task.
Monitor / ConfigurationPREVIEWUse the call record to understand the conversation and the actions taken.
Prioritize a specific issue, update the agent and verify the change in testing.
Monitor / ReviewPREVIEWStart with the intended outcome: a confirmed booking, a completed enquiry, or a useful handoff. Track completion, repeat contacts, failures, and time to resolution alongside call volume and duration.
A call that never reaches a person may still leave the customer without an answer. Review the transcript and downstream result, and define what evidence counts as resolution for each workflow.
Compare affected workflows, agent versions, time periods, and integration results. Sample both successful and failed calls to separate conversation issues from outdated knowledge or unavailable services.
Agree on who may access recordings or transcripts and how long they should be retained. Confirm the access and retention controls available for your deployment before using real customer data.
Group recurring failures, assign an owner, and update the relevant knowledge, prompts, or tools. Add each important failure to a regression test set and compare outcomes after the change.
