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Part 3: Making your agent smarter · Lesson 4 of 4 · 15 minutes

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Objective

Define the three facts Acme wants from every reminder call as typed Advanced Analysis variables, mark the goal, and test them on a call you already made.

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The scenario

After the call, Acme’s collections team needs three things: did the customer promise to pay, by which date, and if not, why. Status, duration and transcript are already in Logs; these three are extracted from the transcript by Advanced Analysis after every conversation. payment_promised is the goal, so Analytics can report a success rate in part 6.

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Hands-on

Adding a Boolean goal variable and testing it on a past call

1

Open Advanced Analysis

In Ananya’s editor, open Advanced Settings → Advanced Analysis and click Add a new variable. The Add variables dialog opens.
2

Add the goal

Set Variable name to payment_promised and keep Type on Boolean. For Description, write the instruction “True if the customer agreed to pay by a specific date.” Set Default value to false and switch on Use as goal.
3

Add the other two

Click Add new variable inside the dialog for each:
  • promised_date, type Date, description “The date the customer promised to pay, if any.”
  • objection, type Enum, with the options already_paid, no_money, dispute and none (type each and press Enter), description “The customer’s main reason for not paying.”, default value none.
The button at the bottom now reads Add 3. Click it.
4

Add context and tool logs

Below the table, write in Context what counts as a promise: “A promise means the customer named a date, or said they would pay today.” Click Save: “Context saved”. Switch on Log tool calls so the analysis also sees what crm_lookup returned.
5

Test on your part 2 call

Click Test. In Test advanced analysis, pick the test call from part 2 under Or select from recent call log; picking it runs the test straight away. Analysis result appears next to Call transcript.
Advanced analysis table listing promised_date (Date), objection (Enum, default none), payment_promised (Boolean, default false) with a Goal chip, and amount_promised (Number)

Variables after saving

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Checkpoint

The table lists the three variables with their Type and Default value, and payment_promised carries a Goal chip. In the test, Analysis result shows a value for each that matches what you said on the call: if you named a date, payment_promised is true and promised_date holds it.

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Exercise

Add amount_promised as a Number with the description “The amount in rupees the customer said they would pay.” and the default value 0, then click Test on the same call. Expected result: a fourth row in the table and a fourth line in Analysis result, reading 0 if you named no amount on the call.

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What you learned

  • Advanced Analysis variables are filled from the transcript after the call; custom variables are filled before it. They are separate lists.
  • Only a Boolean can be the goal, and an agent has one at a time. Analytics’ Goal achieved comes from it.
  • Results appear in the call’s Advanced analysis tab in Logs, in Logs filters, Analytics cohorts, post-call tools, alerts and the client_analysis_completed webhook, which the capstone uses to hand them to the CRM.