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Success Rules

The Success Rules feature allows you to define criteria for what constitutes a successful interaction with your agent. Based on an analysis of conversation logs against your configured rules, the system determines whether each call achieved its desired outcome.

This allows you to:

  • Objectively measure the performance and effectiveness of your agents.
  • Identify the key factors that lead to successful outcomes.
  • Track success rates and performance trends over time.
  • Gather data to refine agent training, scripts, and operational strategies.

Examples

  • "The client's problem was solved." → Successful Call
  • "An appointment was successfully scheduled." → Successful Call
  • "The client agreed to the proposed offer." → Successful Call

By defining clear success rules, you can gain valuable insights into your operational performance and ensure your agents are meeting key business objectives.

Viewing Interaction Details

To gain deeper insight into why a specific interaction was marked as successful, you can click on any entry in the results list. This will open a detailed view for that conversation.

In the detail view, you will see a breakdown of which specific success rules were met during the call. This allows you to understand the exact reasons for the successful outcome and verify the accuracy of the analysis.

Configuring Success Rules

You have full control over the rules the system uses to determine success. In the configuration section, you can define a specific list of rules that you want the agent to use when evaluating conversations.

Additionally, for advanced customization, you can modify the default prompt used by the system to analyze the conversations. This allows you to fine-tune the success detection logic to better suit your specific business needs and definitions of success.

If you make changes and want to revert, you can reset the configuration to the original defaults. Use the "Reset to default" action in the configuration area to restore the default list of rules and the default prompt.

Filtering Success Metrics

At the top of the page, you will find filters to help you refine the data on successful interactions.

  • Agent: Use the dropdown menu to select a specific agent and view the success metrics associated with their conversations.
  • Date Range: You can select a start and end date to filter the results that were identified within that specific time frame.
  • Search: Use the search box to quickly find specific rules or keywords within the results.