Agent Management

​

Overview

Agent management provides comprehensive tools for overseeing your AI voice and chat agents, including performance monitoring, status management, and operational optimization.

​

Agent Dashboard

​

Agent Overview

The agent management interface displays:

• Agent List: All created voice and chat agents
• Status Indicators: Active, inactive, syncing, or error states
• Performance Metrics: Call handling statistics and success rates
• Assignment Information: Phone numbers and channels assigned to each agent
• Last Updated: Recent configuration changes and sync status

​

Real-time Status Monitoring

• Live Status: Current operational state of each agent
• Sync Status: Integration status with external systems
• Health Checks: System health and operational diagnostics
• Alert Notifications: Immediate notification of agent issues

​

Agent Operations

​

Agent Lifecycle Management

​

Agent Status Control

• Activate/Deactivate: Control agent availability
• Maintenance Mode: Temporary agent suspension for updates
• Emergency Stop: Immediate agent shutdown if needed
• Scheduled Maintenance: Plan agent downtime for updates

​

Performance Monitoring

​

Key Performance Indicators

Track agent effectiveness with:

• Call Volume: Number of calls handled per agent
• Success Rate: Percentage of successfully completed interactions
• Average Duration: Mean call length and efficiency
• Customer Satisfaction: Quality scores and feedback
• Error Rate: Failed calls and technical issues

​

Performance Analytics

• Trend Analysis: Performance patterns over time
• Comparative Analysis: Agent performance comparison
• Utilization Rates: Agent capacity and workload
• Optimization Opportunities: Areas for improvement

​

Agent Synchronization

​

External System Integration

• Configuration Sync: Automatic updates to external systems
• Status Monitoring: Track integration health
• Error Handling: Automatic retry and error resolution

​

Sync Management

• Manual Sync: Force synchronization when needed
• Automatic Updates: Real-time configuration propagation
• Version Control: Track sync history and changes
• Rollback Capability: Revert problematic updates

​

Multi-Agent Coordination

​

Agent Relationships

• Voice-Chat Pairing: Coordinate voice and chat agents
• Shared Knowledge: Common knowledge base access
• Consistent Behavior: Unified response patterns
• Cross-Channel Handoffs: Seamless transitions between channels

​

Load Balancing

• Call Distribution: Distribute calls across multiple agents
• Capacity Management: Monitor and manage agent workload
• Peak Hour Handling: Scale agent availability during busy periods
• Geographic Distribution: Route calls based on location

​

Agent Configuration Management

​

Bulk Operations

• Mass Updates: Apply changes to multiple agents simultaneously
• Template Application: Deploy standard configurations
• Batch Testing: Test multiple agents at once
• Group Management: Organize agents by function or department

​

Configuration Versioning

• Change Tracking: Monitor all configuration modifications
• Rollback Options: Revert to previous configurations
• Approval Workflows: Review changes before deployment
• Audit Trail: Complete history of agent modifications

​

Troubleshooting & Support

​

Common Issues

• Sync Failures: Resolve integration problems
• Performance Degradation: Identify and fix performance issues
• Configuration Errors: Correct setup problems
• Connectivity Issues: Resolve network and system problems

​

Diagnostic Tools

• Health Checks: Comprehensive agent diagnostics
• Log Analysis: Review agent operation logs
• Performance Profiling: Identify bottlenecks and issues
• Test Calls: Verify agent functionality

​

Agent Optimization

​

Performance Tuning

• Response Optimization: Improve agent response quality
• Efficiency Improvements: Reduce call duration while maintaining quality
• Knowledge Base Optimization: Enhance agent knowledge access
• Prompt Refinement: Improve agent prompts and behavior

​

Continuous Improvement

• Performance Reviews: Regular agent assessment
• Feedback Integration: Incorporate user and customer feedback
• A/B Testing: Compare different agent configurations
• Best Practice Implementation: Apply proven optimization strategies

​

Reporting and Analytics

​

Agent Reports

• Performance Reports: Detailed agent performance analysis
• Utilization Reports: Agent capacity and workload analysis
• Quality Reports: Customer satisfaction and quality metrics
• Error Reports: Technical issues and resolution tracking

​

Export and Integration

• Data Export: Export agent data for external analysis
• API Access: Programmatic access to agent information
• Third-party Integration: Connect with external monitoring tools
• Dashboard Integration: Embed agent metrics in business dashboards

​

Best Practices

​

Agent Management Strategies

1. Regular Monitoring: Daily review of agent performance and status
2. Proactive Maintenance: Schedule regular agent updates and optimization
3. Performance Baselines: Establish and maintain performance standards
4. Incident Response: Quick resolution of agent issues and problems
5. Continuous Learning: Regular review and improvement of agent operations

​

Operational Excellence

• Documentation: Maintain detailed agent configuration records
• Change Management: Systematic approach to agent modifications
• Quality Assurance: Regular testing and validation of agent functionality
• Scalability Planning: Prepare for increased demand and growth
• Security Management: Ensure agent security and compliance