Best Practices for Agentic Call Report™
Follow these best practices to ensure end users have an optimal experience and the organization captures the full value of the Commercial Evidence™ unlocked by Agentic Call Report™.
Configuration
Veeva recommends configuring a dedicated layout for Agentic Call Report, using only sections recommended for Agentic Call Report. A dedicated layout focuses the end user on the most relevant sections of the call report and ensures an optimal experience. See Configuring Agentic Call Report for details.
Product and Key Message Record Setup
Review the products and Key Messages available to users:
- Ensure each Agentic Call Report user is only assigned the My Setup Products they actively carry, avoiding excess detail topic assignment and inactive products. This ensures the agent works against a relevant, current set of products when creating a call from the user’s dictation and when monitoring free text.
- Review the Key Messages assigned to each end user, with particular attention to Key Messages in the General category. Inactivate any Key Message that is not actively used or relevant to end users.
Dictation and Transcription
Create and test Voice Dictionary Entries before making Agentic Call Report available to the full set of end users. Entries improve recognition of product names, brand names, and specialized terminology. For an organization with end users across multiple languages, regions, or countries, test the entries with end users who reflect the full range of accents, dialects, and languages in use.
Prescribing Information
Upload Prescribing Information (PI) documents for every product assigned to Agentic Call Report users in My Setup Products. Confirm the documents are vectorized. For details on providing PI documents for Vault AI agents and vectorization, see Providing PI Reference Documents.
Compliance Documents
Compliance documents are optional. The agent may accurately understand compliance guidelines without any additional guidance.
- Before making Agentic Call Report available to end users, test Text Monitoring without compliance documents. Add compliance documents only if initial testing reveals gaps.
- Consider separately what Agentic Call Report’s prospective text monitoring requires versus what can be handled by the retrospective Text Monitoring for Home Office Agent
- Use the most minimal set of compliance documents that work for the organization’s products and regulatory environment
This measured approach avoids false positives and keeps end users free to create rich Commercial Evidence. For an example of one effective document, see the downloadable example compliance document here. This is only one example of an effective compliance document; a wide variety of styles can be effective, with the only requirement being that compliance documents are provided in PDF format.
For details on providing compliance documents and vectorization, see Providing Compliance Documents.
User Training
- Train end users on the entry points for Agentic Call Report. Dictation starts from three main entry points: Siri®, the AI icon, or the My Notes tab. For details, see Creating Call Reports with the Voice Agent.
- Train end users on the type of information that makes a call note valuable to the business. Explain not only what to capture but why it matters and who depends on the information downstream, so that end users produce comprehensive, useful notes.
- Encourage end users to provide detailed descriptions of their interactions with HCPs, including:
- Visit context
- Accounts involved
- Products involved
- Discussion points
- Relevant observations, reasoning, or business context
Data Analysis for Commercial Evidence
Agentic Call Report is how the business collects Commercial Evidence. To realize its full value, pair it with a downstream process that performs analytics and generates insights at scale, for example, Veeva Nitro or a partner solution. For more information, contact your Veeva account partner or see Veeva Nitro.
