[{"id":"72317","title":"Feedback loop","description":"

This module introduces the main phases of the feedback loop process and the optimization opportunities it unlocks in Virtual Agent development

","steps":[{"id":"502173","prompt":null,"isOptional":true,"activities":[{"id":"494984","href":"/course_templates/1121/video/494984?locale=pt_BR","isLocked":false,"duration":504000,"title":"What is the feedback loop?","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"502174","prompt":null,"isOptional":true,"activities":[{"id":"494985","href":"/course_templates/1121/video/494985?locale=pt_BR","isLocked":false,"duration":112000,"title":"What type of optimizations are we looking for?","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"502175","prompt":null,"isOptional":false,"activities":[{"id":"494986","href":"/course_templates/1121/quizzes/494986?locale=pt_BR","isLocked":false,"duration":300000,"title":"Feedback Loop Quiz","description":null,"type":"quiz","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false}],"expanded":false},{"id":"72318","title":"Understand phase","description":"

This module explores the Understand Phase of the Feedback loop process, by reviewing the typical end-to-end experience of a customer interacting with a conversational agent, the tools available in Dialogflow CX to review it and the best practices to analyse it for continuous improvement

","steps":[{"id":"502176","prompt":null,"isOptional":true,"activities":[{"id":"494987","href":"/course_templates/1121/video/494987?locale=pt_BR","isLocked":false,"duration":158000,"title":"What does a typical customer journey look like in a bot?","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"502177","prompt":null,"isOptional":true,"activities":[{"id":"494988","href":"/course_templates/1121/video/494988?locale=pt_BR","isLocked":false,"duration":338000,"title":"What tools can we use?","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"502178","prompt":null,"isOptional":true,"activities":[{"id":"494989","href":"/course_templates/1121/video/494989?locale=pt_BR","isLocked":false,"duration":352000,"title":"How do we review conversations?","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"502179","prompt":null,"isOptional":false,"activities":[{"id":"494990","href":"/course_templates/1121/quizzes/494990?locale=pt_BR","isLocked":false,"duration":300000,"title":"Understand Phase Quiz","description":null,"type":"quiz","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false}],"expanded":false},{"id":"72319","title":"Analyze phase","description":"

This module explores the Analysis Phase of the Feedback loop process, by reviewing the key metrics worth capturing along the customer journey, and how they can support the identification of patterns and trends for Virtual Agent performance optimization

","steps":[{"id":"502180","prompt":null,"isOptional":true,"activities":[{"id":"494991","href":"/course_templates/1121/video/494991?locale=pt_BR","isLocked":false,"duration":240000,"title":"What metrics can be captured along the customer journey?","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"502181","prompt":null,"isOptional":true,"activities":[{"id":"494992","href":"/course_templates/1121/video/494992?locale=pt_BR","isLocked":false,"duration":306000,"title":"What tools can we use?","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"502182","prompt":null,"isOptional":true,"activities":[{"id":"494993","href":"/course_templates/1121/video/494993?locale=pt_BR","isLocked":false,"duration":294000,"title":"Troubleshooting","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"502183","prompt":null,"isOptional":true,"activities":[{"id":"494994","href":"/course_templates/1121/video/494994?locale=pt_BR","isLocked":false,"duration":94000,"title":"Webhook errors","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"502184","prompt":null,"isOptional":true,"activities":[{"id":"494995","href":"/course_templates/1121/video/494995?locale=pt_BR","isLocked":false,"duration":297000,"title":"Flow analysis","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"502185","prompt":null,"isOptional":false,"activities":[{"id":"494996","href":"/course_templates/1121/quizzes/494996?locale=pt_BR","isLocked":false,"duration":300000,"title":"Analyze Phase Quiz","description":null,"type":"quiz","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false}],"expanded":false},{"id":"72320","title":"Identify phase","description":"

This module explores the Identify Phase of the Feedback loop process, by introducing the key steps to spot areas of improvement in the conversational journey of the Virtual Agent and by explaining how to best rank optimization opportunities to aid their prioritization in the development process

","steps":[{"id":"502186","prompt":null,"isOptional":true,"activities":[{"id":"494997","href":"/course_templates/1121/video/494997?locale=pt_BR","isLocked":false,"duration":342000,"title":"Identify phase","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"502187","prompt":null,"isOptional":false,"activities":[{"id":"494998","href":"/course_templates/1121/quizzes/494998?locale=pt_BR","isLocked":false,"duration":300000,"title":"Identify Phase Quiz","description":null,"type":"quiz","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false}],"expanded":false},{"id":"72321","title":"Enhance phase","description":"

This module explores the Enhance Phase of the Feedback loop process, by highlighting the critical relationship between Natural Language Understanding quality, user experience, and integration and the importance of testing for continuous improvement

","steps":[{"id":"502188","prompt":null,"isOptional":true,"activities":[{"id":"494999","href":"/course_templates/1121/video/494999?locale=pt_BR","isLocked":false,"duration":162000,"title":"How to enhance the virtual agent","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"502189","prompt":null,"isOptional":true,"activities":[{"id":"495000","href":"/course_templates/1121/video/495000?locale=pt_BR","isLocked":false,"duration":336000,"title":"What process to follow","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"502190","prompt":null,"isOptional":false,"activities":[{"id":"495001","href":"/course_templates/1121/quizzes/495001?locale=pt_BR","isLocked":false,"duration":300000,"title":"Enhance Phase Quiz","description":null,"type":"quiz","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false}],"expanded":false},{"id":"72322","title":"Monitor phase","description":"

This module explores the Monitor Phase of the Feedback loop process, by delving into the common methods for detecting performance issues in conversational agents (thresholds, standard deviations, and N-daily), and the best ways to deal with performance anomalies

","steps":[{"id":"502191","prompt":null,"isOptional":true,"activities":[{"id":"495002","href":"/course_templates/1121/video/495002?locale=pt_BR","isLocked":false,"duration":514000,"title":"Monitor phase","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"502192","prompt":null,"isOptional":false,"activities":[{"id":"495003","href":"/course_templates/1121/quizzes/495003?locale=pt_BR","isLocked":false,"duration":300000,"title":"Monitor Phase Quiz","description":null,"type":"quiz","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false}],"expanded":false},{"id":"72323","title":"Additional Resources","description":"

This module includes the list of additional resources focused on Dialogflow CX Analytics and Dialogflow CX Conversation History that complement the course learning

","steps":[{"id":"502193","prompt":null,"isOptional":true,"activities":[{"id":"495004","href":"/course_templates/1121/documents/495004?locale=pt_BR","isLocked":false,"duration":1800000,"title":"Additional Resources","description":null,"type":"document","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false}],"expanded":false},{"id":"next-steps","title":"Próximas etapas","description":null,"steps":[{"id":"badge-step","prompt":null,"isOptional":true,"activities":[{"id":"badge","href":null,"isLocked":true,"duration":null,"title":"Selo do curso","description":null,"type":"badge","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false}],"expanded":true}]

Basic Performance Measurement