Broccoli Dashboard > Settings > Calls
In this article you will learn the initial steps to take when you’re unsure why the agent might have handled a call or scheduled an appointment in an unexpected way. There are a few useful tools in the dashboard you can use when troubleshooting your calls.
Step 1: Review The Call
Step 1: Review The Call
Oftentimes, a thorough review of the call is all that’s needed to identify why the agent might have handled the call a certain way.
First, click on the call to open the call summary. Here you can listen to the recording, see the call summary, review the transcript, and see the events that occurred on the call.
Recording: Listen and/or download the call recording.
Summary: A summarized overview of the call.
Transcript: Full call transcript. Clicking on a section in the transcript starts playing the call recording from that section.
Events: A comprehensive list of any action taken by the agent during the call. This includes things like which notifications were sent out and where, or even the job type/business unit scheduled on the call. This is incredibly useful to see what all actions were taken by the agent, such as who was notified or what job type was booked.
If ever there is a case where you would like the agent to handle a scenario differently, try adding instructions by going to the Broccoli Dashboard > Agent Config > AI CSR > Knowledge > Business Guidelines and adding an additional guideline.
Business guidelines are best used for overall knowledge or general prompting. More specific issues may need to be addressed in their respective sections. For example, if the agent is quoting an improper dispatch fee, this will need to be addressed in the Call Flow > Dispatch Fee Value Build section.
After reviewing a call, make sure to leave yourself any relevant notes and mark the call as reviewed!
Step 2: Ask Brocc
Step 2: Ask Brocc
Notice the ‘Ask Brocc’ button at the top of the call summary? This is an incredibly useful tool for troubleshooting calls and figuring out why the Agent might have handled a scenario in a certain way.
Clicking on ‘Ask Brocc’ will allow you to ask the agent directly why it handled the call in a certain way. If you’re ever unsure, just ask! (Ex: Why did you offer this appointment window?) The agent will give you a detailed overview of the reasoning behind why it made certain decisions on the call, and oftentimes will allow you to narrow down the specific section in Agent Config or possibly your scheduling settings that you might need to address in order to prevent the issue from happening again in the future.
Step 3: Appointment Simulator
Step 3: Appointment Simulator
If you’re ever unsure why the agent offered a certain appointment, you can use the appointment simulator tool to see exactly what appointments the agent sees. Oftentimes, this may reveal a simple configuration issue with your scheduling settings either within the Broccoli Dashboard or within ServiceTitan.
Navigate to the Broccoli Dashboard > Settings > Scheduling > Simulator. Here you can input a window of time that you would like to view appointments for. Select a business unit as well as a job type and priority, then click ‘Run Simulation.’ Now you can see the same appointment availability the agent sees when offering times on the call.
FAQs
FAQs
Why did the AI Agent's voice change midway through the call?
Occasionally our back end provider experiences an outage. While this is an extremely rare occurrence, it can cause the agent to temporarily revert to default voice settings. This is not permanent and is no cause for alarm.
Why did the agent tell a customer we service their zip code when it's not in listed in the Broccoli Service Area within Settings?
Broccoli AI only explicitly informs customers if their address is outside your configured service area during the booking process because that is when the validation process is triggered.
If asked 'do you service this area' early in the call, your AI agent will always say yes unless you add a specific business guideline instructing the agent otherwise. (Business guideline example: We service the following zip codes: 84045, 84601, etc.)