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Creating Agent Definition

1

Navigate to Agent Definition

Navigate to Simulation section from the sidebar and click on “Agent Definition”.
2

Provide Basic Information

Provide required basic information about your agent.Agent Definitions PageAgent Definitions Page
FieldDescription
Agent TypeChoose the type of your agent from the dropdown (voice or chat).
Agent NameAssign a name to your agent. This will be used to identify your agent in the simulation.
LanguageChoose the language you want your agent to converse in. You can select one or many languages.
3

Agent Configuration

This section is useful if you want to setup for your agent.Agent Definitions Page
FieldDescription
Voice/Chat ProviderChoose the provider for your agent. Click here to find out more about the supported providers.
Assistant IDSelect the appropriate country code.
Connection TypeChoose the connection type for your agent.
Observability ProviderChoose the observability provider for your agent.
4

Define Agent Behavior

Agent Definitions PagePrompt/ Chains: Add prompts, personality traits, and conversation flows that will guide your agent’s behaviour.Language: Then choose the primary language for your agent (e.g. English, Spanish, French, German, etc.).Knowledge Base (optional): Provide domain-specific information to help agent behaviour as per your business use-case.
Click here to learn more about knowledge base.
5

Set Contact Information

Contact Number: Enter the phone number your agent will use.Country Code: Select the appropriate country code.Connection Type:
  • Inbound (ON): Your agent will receive incoming calls from customers
  • Outbound (OFF): Your agent will initiate calls to customers
6

Add Version Details

Provide a descriptive commit message to track changes and maintain version history.
7

Enable Observability (Optional)

Enable this if you want to track your agent’s performance.After enabling, you will see a project created in your agent’s name in Observe section after running test.

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Voice Observability

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Agent Configuration and Version Management

Users can edit the configuration here. Saving changes will create a new version, preserving all previous versions. Add Agent Description Agent definition versioning allows you to track changes made to your AI agents over time. Each version captures the agent’s configuration, behavior prompts, knowledge base connections, and other key settings. With versioning, you can safely experiment with updates, roll back to previous versions, and maintain an audit trail of your agent development. The Agent Details UI is divided into key sections:
  • Agent Select Dropdown – Switch between different agents quickly.
  • Version Management Section – Located on the left, shows all versions with the latest at the top. Each version displays:
    • Version number
    • Timestamp
    • Commit message
  • Create New Version Button – Opens a side drawer to create a new version of the agent.

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How Versioning Agents Helps You

Versioning provides several benefits:
  • Experiment Safely – Test new prompts, workflows, or provider settings without affecting the live agent.
  • Rollback Capability – Restore any previous stable configuration if needed.
  • Audit & Compliance – Maintain a history of agent modifications for regulatory or internal compliance.

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How to Create New Agent Versions

When creating a new version: Add Agent Version
  1. Click Create New Version in the version management section.
  2. In the side drawer, complete:
    • Commit Message – Describe the changes
    • Basic Information – Agent name, description, etc.
    • Configuration Fields – Behavior, voice, and knowledge base
  3. Click Save to create the version.
Always provide clear commit messages to make version history meaningful.

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Switching Between Versions

Add Agent Version
  1. In the Version Management section, click any existing version.
  2. The UI will load the selected version for viewing, configuration, and further edits.
  3. This allows users to quickly switch between different configurations of the same agent.
Note Switching versions does not delete previous versions; all historical versions remain accessible.

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Perfomance Analytics

Add Agent Version Shows the agent’s performance using graphs and metrics:
  • Call success rates
  • Average response times
  • Evaluation scores across multiple metrics
  • Error rates and anomalies
Benefits:
  • Identify strengths and weaknesses in agent behavior
  • Monitor improvements over time
  • Quickly spot issues in production or testing

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Call Logs

Add Agent Version Provides a detailed history of calls handled by the agent version:
  • Call Information – Duration, participants, and call status (Completed, Failed, Dropped)
  • Evaluation Scores – Scores for each call on defined metrics
  • Call Details Drawer – Click any call to open: Add Agent Version
    • Full conversation transcript
    • Turn-by-turn analysis
    • Evaluation results per metric
    • Audio playback (if enabled)
    • Key moments flagged by evaluations