Voice

9. Results: How many calls did the agent actually process?

In this module, you will find the results of all completed calls, allowing you to evaluate the agent’s performance from a macro perspective:

• Total number of calls processed.
• Distribution by result type (answered, failed, IVR, unanswered, duplicated, busy, postponed by offset - outside business hours).
• The agent’s real effectiveness within the stack.

This guide details the configuration process of a Voice Agent in Rootlenses, ensuring that all elements (business rules, COT, voice, and telephony) are aligned before mass execution. Finally, the operational call flow is simulated based on the possible outcomes.

8. Initial agent configuration checklist

Before uploading contacts and launching the campaign, it is essential to validate the following components, which are mainly managed in the Rules section and in the Agent Information:

7. Why is call feedback a strategic asset and not just a record?

In Rootlenses Voice, call feedback is not just a technical outcome. It is an operational intelligence layer that allows you to understand what is happening in each interaction, how the voice agent is performing, and how aligned the conversation is with business objectives.

6. What does the Rootlenses Rule System allow?

Automate complex decisions with control, scalability, and full traceability

The Rootlenses Rule System enables you to define, validate, and execute business decisions dynamically, without relying on rigid logic embedded in code.
 

This system transforms complex configurations into declarative rules that are easy to manage, audit, and evolve as the product grows.

It is designed for scenarios where flexibility, performance, and reliability are critical.

5. Notification Module

Centralized control and efficient management of system communications

The Rootlenses Notification Module consolidates all system communication configuration and administration into a single control point.

From here, administrators can define how, from where, and under what status notifications are sent—ensuring consistency, reliability, and scalability in every interaction.