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Analytics & improvement

Improve a poor answer systematically

Find whether the cause is knowledge, instructions, model choice or routing before making broad changes.

CCorthex product guidesUpdated October 15, 20262 min read
Where to find itInbox → sources / agent settings

Before you begin

Open Analytics or the relevant agent’s analytics/insights tab. Select a useful period and confirm which workspace or agent the report covers.

Example workspace · Demo data. Resume returns the conversation to the AI; choose deliberately after finishing human support. Select the image to enlarge it.
A staff-controlled conversation with the Resume button and message composer

Example workspace · Demo data. Resume returns the conversation to the AI; choose deliberately after finishing human support. Select the image to enlarge it.

Step by step

  1. 1

    Save a reproducible example

    Record the question, expected answer, agent and time. Use a redacted test version if it contains customer information.

  2. 2

    Inspect the evidence

    Check citations and tool results. Determine whether the required fact existed, was current and was retrieved.

  3. 3

    Fix the smallest cause

    Correct the source for wrong facts, prompt for behavior, model for capability or workflow for routing. Avoid changing all four at once.

  4. 4

    Run a small regression set

    Retest the failing question, a neighbouring case and an unknown question. Confirm the fix did not introduce an overconfident guess.

  5. 5

    Review after rollout

    Inspect fresh conversations and refine the test set with recurring real questions.

Concept diagram · A guide to the steps and their relationship; this is not a product screenshot.
Improve answers by investigating evidence and changing one cause at a time

Concept diagram · A guide to the steps and their relationship; this is not a product screenshot.

Good to know

More prompt text is not always better. Conflicting instructions and duplicate policies can make behavior less predictable.

Check the result

Compare the same scope and period before drawing conclusions. Investigate real conversations and sources alongside aggregate metrics.

Questions & troubleshooting

A fluent answer is still wrong

Evaluate facts and justified next steps, not only tone or speed.

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