How to Use CallFluent: Advanced Agent Training Part 1: 

Welcome! This article will help you get the most out of CallFluent’s advanced agent features. Watch the video above for a full walkthrough, and follow the steps below to use all the key tools and settings.

You can watch the detailed video here:

1. Finding and Managing Your Agents

After you set up your workspace and create agents, you’ll see a list of all your agents.

What you can do:

• See each agent’s name and type (inbound or outbound).
• Duplicate an agent by clicking the plus (+) icon.
• Delete an agent by clicking the trash can icon.

Tip: Duplicating is great if you want to make a similar agent without starting from scratch.

2. Viewing Agent Options

Click on an agent’s name to open its options. You’ll see a menu on the left with different sections.

3. Call History: See and Manage Your Calls

The Call History section saves all your calls, transcribes them, and lets you listen to recordings.

How to use it:

• See call details like number, date, time, and status.
• Download the call recording and transcript.
• Play the audio recording.
• Redial or send a text message to a number.
• Delete a conversation by clicking the trash icon.

Tip: Download transcripts to keep records or review calls later.

4. Call Data and Summaries

Next to each transcript, click the Data tab to see:

• A summary of the call (made by the agent).
• Details like phone number, name, email, and address.

Tip: You can add custom fields for your business.

5. Filtering and Searching Calls

You can filter and search your call history to find what you need.

How to use it:

• Search by name or number.
• Select multiple calls to delete them at once.
• Filter calls by date or how long they lasted.
• Download a CSV file of your call history.

Tip: Filtering by call length helps you find important or long conversations quickly.

6. Testing Outbound Agents

For outbound agents, you can test them.

How to use it:

• Enter a phone number in the form on the right.
• Click “Call me now” to start a test call.

Tip: Use this to make sure your agent works as expected before using it with real conversations.

7. Configuring Your Agent: Settings Explained

Go to the Configuration menu to adjust your agent’s settings.

Basic Settings

These are set up when you first create your agent.

Advanced Settings

a. Anti-Fraud Protection

• Stops your agent from calling expensive numbers (like premium or shared-cost lines).

Tip: Turn this on to avoid extra charges.

b. Answer Creativity

• Controls how creative your agent’s answers are (1–10 scale).
• Recommended: 2–6 for best results.

Tip: Higher creativity can make answers more diverse, but sometimes less accurate.

c. Speech Stop Sensitivity

• Sets how many words from the caller will interrupt the agent.
• Recommended: 2–3 words.

Tip: Lower values make your agent more responsive.

d. Silence Message Delay

• How long the agent waits before asking, “Are you there?” if the caller is silent.

Tip: Adjust this to fit your customers’ habits.

e. Response Latency

• How quickly the agent replies after the caller stops talking.
• Minimum: 0.5 seconds (500ms).

Tip: Test different settings to find what sounds most natural.

f. Context Max Tokens

• How much of the conversation the agent uses to answer.
• Default: 250 tokens.

Tip: More tokens = more context, but can increase the delay of th response or cause errors.

g. Answer Length

• How long the agent’s answers are.

Tip: Use shorter answers for quick chats, longer for detailed help.

h. Silence and Call End

• How long the agent waits before ending a call if there’s no response.

Tip: Make sure this matches your customer service style.

i. Transcribe Filler Words

• Option to include “um,” “uh,” etc., in transcripts.

Tip: Turn off for cleaner transcripts.

j. Reset to Default

• Click to return all settings to their original values.

Tip: If you’re not sure what changed, reset and start again.

8. Training Your Agent with a Knowledge Base

You can make your agent smarter by giving it more information.

How to use it:

• Add your website URL and describe what’s on it. The agent will learn from your site.
• Upload files (like PDFs or docs) to the knowledge base. The agent will use this info in calls.

Tip: Use up-to-date files and website info so your agent always gives the best answers.

You’ve now learned how to manage your agents in CallFluent, review and organize your call history, adjust important settings, and train your agent with extra knowledge.

With these steps, you can make the most of CallFluent’s features and improve your call experience.