Workflows automate the evaluation of call sessions or recordings to gather additional information. Using workflows, you can extract insights, highlight metrics, and reveal user patterns. workflows_list.png

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Insight Tools

Insight tools execute actions to extract insights through written prompts and determine structured outputs for the insights.

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Creating an Insight Tool

To get started, navigate to the “Tools” resource in the side-nav. From there, select the “Insight Tools” tab. Select “New Tool” and start configuring your insight tool. tools_insight_create.png Tool configuration:
  • Name: The unique name that will be used to access the tool in a workflow.
  • Version: To keep track of iterations for adjusting the tool. A workflow will not reanalyze the same session with the same version of a tool.
  • Description: For additional information about the tool functionality.
LLM configuration:
  • Provider: This is the provider for the LLM that the prompt, and therefore any agents using it, will converse with.
  • Model and Version: This is the specific LLM model that the prompt will use.
  • Seed (optional): This is an integer value that controls the reproducibility of the job.
  • Temperature (optional): This is a decimal value between 0 and 2 that controls randomness, higher is more varied, lower is more focused.
Tool prompt: Tool outputs: For configuring the output of your tool to align with your extracted insights.
  • Output name: The name of the output that will be displayed in the dashboard. This should correlate to the prompt to give context to the output when displayed.
  • Data type: Determines the value of what the tool will output.
    • Boolean: True/False
    • String: Text
    • Integer: Numbers
    • Array: A list of any of the above
    • Return values: String, integer, and array data types will have a return values option. These force the tool to only choose an output from the comma-separated values entered here.
Changes to the tools while a workflow is active will update the tool configuration of that workflow which will affect all upcoming sessions. Tools will not rerun on any session that the workflow has already processed.

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Creating a Workflow

To create a workflow, select “Workflows” on the left sidebar and select “New workflow” in the top right corner. Details:
  • Name: The name of your workflow
  • Description: Required for providing an overview of your workflow
  • Type: This provides a selection between Agent, Transfer, and Folder. Agent will only focus on the AI Agent portion of a call. Transfer will analyze both the AI Agent and the post-transfer legs of the call. Folder will point to the folder containing a set of uploaded call recordings.
Session conditions:
  • Sample rate: Set the workflow to target a percentage of sessions
  • Session duration: Set the workflow to target sessions with specific durations (seconds)
  • Agents (Agent and Transfer type): Select which agents the workflow will sample
  • Prompts (Agent and Transfer type): Select which prompts the workflow will sample
  • Folders (Folder type): Select which folders the workflow will sample
Time limits:
  • Start time (Agent and Transfer type): This is for setting the start time of the workflow. Leaving blank will set the workflow to start immediately. Setting a time will create backfill, meaning that there will be a backlog of previous sessions that will queue for the workflow to target
  • End time (Agent and Transfer type): This is for setting the start time of the workflow. Leaving blank will set the workflow to Live, meaning that it will continuously run until manually deactivated.
Workflow configuration:
  • Add tool: This is for linking insight tools to the workflow. Tools will run sequentially from the order in which they are added to the workflow.
Test your workflow on a small batch first to check functionality and save costs before running it on the entire sample.

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Activating your Workflow

After creating your workflow, you will be prompted to activate it immediately. You can also activate or deactivate workflows later from the Workflows tab. Activating the workflow will summarize estimated costs of backfilled and pending sessions, as applicable. Deactivating the workflow will clear its queue. Displayed cost depends on session duration and the number of insight tools used.

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View Insights

To view your insights, navigate to the “Dashboard” module and click on the “Insights” dashboard. If the “Insights” dashboard doesn’t exist, contact Syllable Support at support@syllable.ai.

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Creating a folder

To run workflows on audio recordings, navigate to the “Folders” tab, then select “New Folder” to upload recordings. Names of a recording must be unique within a single folder. Be sure that the corresponding workflow is set to type “Folder”.