Optimise turns your conversations into suggestions to improve your agent. HALO analyses conversations where the agent didn't succeed, groups them into suggestions, and backs each one up with numbers: how many conversations it affects, and how often those escalate to a human or stay unresolved.
You can find Optimise in the menu on the left.
Generating suggestions
HALO analyses your conversations automatically the first time you open the page. Click Regenerate suggestions to run a new analysis: pick the date range and filters under Conversations to include, then apply. Regenerating replaces your current suggestions. It can take a few minutes; you can leave the page and HALO keeps generating.
If the selected range holds too few conversations to analyse, HALO says so. Widen or shift the date range to include more.
The suggestion list
Suggestions are grouped in two categories:
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Knowledge gaps: questions the agent couldn't answer because the information is missing from your knowledge.
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Skill issues: requests the agent can't act on yet, for example because no tool covers them.
Search the list by title, or sort it by Highest impact, Highest handover rate, or Highest unsuccessful rate.
Suggestion summary
Select a suggestion to see it in the panel on the right:
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The numbers at the top: how many unsuccessful conversations the suggestion covers, and the share that escalated to a human or stayed unresolved. Click a number to open those conversations on the Conversations page.
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Issue and Solution: what goes wrong, and the suggested fix.
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Resolve this faster: click Draft with Ask HALO to open Ask HALO with a drafted fix, ready to work through together.
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Write new snippet: create a knowledge snippet, prefilled with the suggestion's question.
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Upload a document: add a document that closes the gap.
Under the solution you can rate whether the suggestion was helpful. Your feedback improves future suggestions.