Agent Configuration

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Overview

Agent configuration is the foundation of creating effective voice AI agents. This guide covers everything you need to know about setting up, customizing, and optimizing your agents.

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Creating Your First Agent

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Step 1: Choose a Starting Point

• Template: Start with a pre-built template from the Agent Templates Library
• Blank Agent: Create from scratch for complete customization
• Clone: Duplicate an existing agent as a starting point

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Step 2: Basic Information

• Agent Name: Give your agent a descriptive name
• Description: Add a brief description of the agent’s purpose
• Category: Select the appropriate category (Sales, Support, etc.)

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Step 3: Configure Core Settings

• Voice Selection: Choose a voice from the library or clone your own
• Language: Select primary language and additional languages
• Personality: Define the agent’s tone and style

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Step 4: Set Conversation Goals

• Primary Goal: Define the main objective (e.g., “Schedule appointments”)
• Success Criteria: Specify what constitutes a successful call
• Key Metrics: Identify metrics to track (conversion rate, duration, etc.)

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Step 5: Test and Deploy

• Playground Testing: Test in the Tabbly Playground
• Iterate: Refine based on test results
• Deploy: Activate for live calls

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Agent Settings and Parameters

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General Settings

Agent Name & Description

• Internal name for your reference
• Description helps team members understand the agent’s purpose

Status

• Active: Agent is live and handling calls
• Paused: Temporarily disabled
• Draft: Still in development

Priority

• Set call routing priority if multiple agents are available
• Higher priority agents handle calls first

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Conversation Settings

Greeting

• Customize the opening greeting
• Set tone (formal, friendly, professional)
• Include dynamic variables (customer name, time of day)

Conversation Flow

• Define conversation structure
• Set branching logic for different scenarios
• Configure question sequences

Response Style

• Concise: Short, direct responses
• Detailed: Comprehensive explanations
• Adaptive: Adjusts based on caller needs

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Behavior Settings

Interruption Handling

• Allow or prevent caller interruptions
• Set interruption sensitivity
• Configure how to handle mid-sentence interruptions

Silence Detection

• Set timeout for silence
• Configure prompts for silence
• Handle “dead air” scenarios

Error Handling

• Define responses for misunderstandings
• Set retry logic for failed actions
• Configure fallback behaviors

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Configuring Agent Personality

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Personality Traits

Formality Level

• Formal: Professional, business-like tone
• Casual: Friendly, conversational tone
• Adaptive: Adjusts based on caller’s style

Enthusiasm

• High: Energetic and enthusiastic
• Moderate: Balanced and professional
• Low: Calm and measured

Empathy

• High: Shows understanding and compassion
• Moderate: Professional empathy
• Low: Factual and direct

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Voice Characteristics

Pace

• Fast: Quick speech for efficiency
• Normal: Standard conversational pace
• Slow: Deliberate and clear

Tone

• Warm: Friendly and welcoming
• Neutral: Professional and balanced
• Authoritative: Confident and knowledgeable

Accent & Dialect

• Select regional accent if applicable
• Match your target audience’s preferences
• Consider brand voice alignment

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Setting Conversation Goals

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Primary Goals

Lead Qualification

• Identify qualified leads
• Collect key information
• Score leads based on criteria

Appointment Scheduling

• Schedule appointments
• Confirm availability
• Send calendar invites

Customer Support

• Resolve customer issues
• Answer frequently asked questions
• Escalate when needed

Sales

• Present products/services
• Handle objections
• Close deals

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Success Criteria

Define what makes a call successful:

• Conversion: Appointment scheduled, sale made, issue resolved
• Information Collected: Required data gathered
• Customer Satisfaction: Positive interaction
• Efficiency: Call completed within target duration

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Key Performance Indicators (KPIs)

Track these metrics:

• Conversion Rate: Percentage of successful calls
• Average Call Duration: Time per call
• First Call Resolution: Issues resolved in one call
• Customer Satisfaction: CSAT scores
• Transfer Rate: Calls escalated to humans

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Defining Success Criteria

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Quantitative Metrics

Conversion Metrics

• Appointment booking rate
• Lead qualification rate
• Sales conversion rate
• Issue resolution rate

Efficiency Metrics

• Average call duration
• Calls per hour
• Cost per conversion
• Time to resolution

Quality Metrics

• Customer satisfaction (CSAT)
• Net Promoter Score (NPS)
• First call resolution rate
• Call quality scores

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Qualitative Criteria

Conversation Quality

• Natural flow and engagement
• Appropriate responses
• Professional demeanor
• Problem-solving effectiveness

Customer Experience

• Positive interaction
• Clear communication
• Helpful and informative
• Respectful and courteous

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Agent Performance Optimization

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Monitoring Performance

Analytics Dashboard

• Real-time performance metrics
• Historical trends and patterns
• Comparative analysis
• Custom reports

Call Review

• Listen to call recordings
• Review transcripts
• Identify improvement opportunities
• Track success patterns

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Optimization Strategies

A/B Testing

• Test different greetings
• Compare conversation flows
• Evaluate response variations
• Measure impact on metrics

Prompt Refinement

• Refine prompts based on results
• Add context and examples
• Improve clarity and specificity
• Update based on feedback

Continuous Improvement

• Regular performance reviews
• Update based on new data
• Incorporate best practices
• Stay current with platform updates

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Best Practices

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Next Steps

• Learn about voice settings: Voice Settings
• Understand variables: Variables & Personalization
• Explore data management: Data Management