Monitoring & Optimization Best Practices
Daily Monitoring
- Check call logs for any failed or problematic calls
- Review AI QA scores for trends
- Monitor concurrency usage (are you hitting limits?)
Weekly Optimization
- Analyze common caller questions and update KB
- Review low-scoring calls and adjust prompts
- Check for new edge cases that need handling
- Update conversation flows based on real call data
Key Metrics to Track
- Call completion rate — % of calls that reach a successful outcome
- Average call duration — is the agent efficient?
- Transfer rate — how often does the agent escalate to a human?
- Caller satisfaction — post-call survey scores or sentiment analysis
- First-call resolution — was the issue handled without a callback?
Concurrency Management
- Concurrency = number of simultaneous active calls
- Monitor your concurrency usage vs. limits
- Scale up concurrency for high-volume campaigns
- Set alerts for when you’re approaching limits
Data Retention & Privacy
- Configure how long call recordings and transcripts are stored
- Comply with data retention regulations (GDPR, CCPA, HIPAA)
- Set up auto-deletion policies if required
- Review and manage stored data regularly