Skip to main content
After launching your agent, the real work begins: learning from production conversations and making targeted improvements. itellicoAI gives you two ways to optimize:

​
Two Paths to Improvement

Review Conversations

Review calls, read transcripts, and check goal results to understand what’s actually happening in individual conversations

Dashboard

Track metrics over time to measure success, spot trends, and identify improvement opportunities

​
Quick Weekly Routine

1

Check metrics

Review key metrics in Dashboard (goal achievement, transfers, duration) and campaign Dashboard or Reporting tabs (answer rates, call volume). Look for sudden drops or improvements.
2

Sample conversations

Go to Conversations and review 5-10 calls. Filter by failures, transfers, or low goal achievement to find improvement opportunities.
3

Make adjustments

Based on what you learned:
  • Update agent instructions for common scenarios
  • Add missing knowledge to knowledge bases
  • Refine goals or post-call analysis questions
  • Adjust business hours based on heat map insights
4

Test and deploy

Test your changes using the web simulator, then deploy. Monitor the impact in next week’s metrics.

​
The Feedback Loop

Every conversation generates data you can learn from:
  1. During the call: Agent follows instructions, uses knowledge, executes actions
  2. After the call: Goals are scored, post-call analysis runs, conversation is logged
  3. You review: Check individual calls or aggregate metrics
  4. You improve: Update instructions, knowledge, or configuration
  5. Repeat: Monitor impact and continue refining

​
Next Steps

Review Conversations

Learn how to dig into transcripts, recordings, and call details

Dashboard

Understand metrics and how to track performance trends