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Measuring Success

Tracking the performance of your AI agents is essential for understanding what’s working, what’s not, and how you can improve your results. The CommVoice platform provides a comprehensive set of tools for monitoring and analyzing agent performance.

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The Performance Dashboard

The Performance Dashboard gives you a high-level overview of how your team of AI agents is performing. You can see at a glance:
  • Top-performing agents: Identify which of your agents are delivering the best results.
  • Key metrics over time: Track the performance of your agents over days, weeks, or months.
  • Leaderboards: See how your agents stack up against each other in terms of key metrics like qualified leads or appointments scheduled.

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Individual Agent Performance

For a more detailed look at a specific agent’s performance, you can drill down to the individual agent level. The individual agent performance page provides a wealth of information, including:
  • Call volume and connection rates: See how many calls the agent is making and how successful it is at connecting with customers.
  • Outcome analysis: Get a detailed breakdown of the outcomes of the agent’s calls.
  • Conversation metrics: Analyze metrics like average call duration and sentiment analysis to understand the quality of the agent’s conversations.
  • Call recordings and transcripts: Review individual calls to identify areas for improvement.

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Using Performance Data to Optimize

The data you gather on agent performance can be used to make a variety of strategic decisions:
  • A/B testing: Create two different versions of an agent with different scripts or personalities and compare their performance to see which is more effective.
  • Script refinement: Use the insights from call recordings and transcripts to identify areas where your scripts can be improved.
  • Agent specialization: Identify the agents that are best suited for particular types of campaigns or customer interactions.
  • Campaign optimization: Allocate more of your call volume to your top-performing agents to maximize your results.
By continuously monitoring and analyzing the performance of your AI agents, you can create a cycle of ongoing improvement that will drive the success of your calling campaigns.