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Start by separating an incorrect answer from an unfinished task: investigate the knowledge source and utterance for the first, and the action’s error details, inputs, and fulfillment for the second. In Webex AI Agent Studio, the agent type and tenant configuration affect which controls are available, so use the steps below as a diagnostic path rather than assuming one cause.
First identify what failed
Use the session record to find the exact user utterance and the agent’s response or action result. Classify the incident before changing configuration:
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- Wrong, stale, or irrelevant answer: Check what source or intent supplied the response and whether the intended information was available to the agent.
- Task not completed: Inspect the action’s error details, collected inputs, fulfillment method, and any connected service. A generated reply suggesting an action is not proof that it ran successfully.
- Misunderstanding or fallback: Look for fallback, low-confidence, or partial-match messages and review the original utterance and response before editing an intent or training example.
Keep the utterance and session record as the reproduction case. For each attempt, record the action, inputs, error, configuration change, and observed result; this helps distinguish a repeatable failure from a one-off response variation.
Troubleshoot incorrect or irrelevant answers
Check the knowledge source and agent configuration
- In AI Agent Studio, confirm that the autonomous agent is connected to the intended knowledge base.
- Check that the source contains the expected, current information. Cisco’s administration guidance covers files, articles, and website sources; for websites, review sync history if extraction has failed.
- For a website source, verify that the pages are publicly accessible and that configured URL patterns, crawl depth, and page limits include the intended content.
- Check that the knowledge-base language matches the agent language. Cisco recommends matching them for optimal performance.
- Save configuration changes and publish the updated agent. Preview it with representative questions, including the utterance that caused the problem.
If the response remains wrong, investigate the exact triggering utterance rather than making broad changes based on a single vague symptom. A missing, stale, inaccessible, or out-of-scope source can look like a response-quality problem.
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Use session history and curation for bad responses
If the problematic message is not already in the Curation Console, flag it from session history. The console can include fallback, downvoted, handover, low-confidence, and partial-match messages. Review the utterance and answer, then link the item to an appropriate existing intent or add an intent or example when that is warranted. Retrain using the documented workflow and test the result in preview.
Do not treat every flagged utterance as a training defect. First establish that the right source was connected, current, accessible, and within the configured scope.
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Keep Microsoft-source AI Assistant search separate
Cisco AI Assistant searches over Microsoft sources use a separate access path from an AI Agent Studio knowledge base. An administrator must enable the feature, and each Microsoft connection must be configured and authorized. The user must select the relevant source in the AI panel. Cisco says responses include citation links to source material and cautions that subjective questions may return inaccurate results. Check the citation and selected source when diagnosing this type of search; do not change Agent Studio knowledge-base settings as if they controlled it.
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Troubleshoot actions that do not complete
Inspect the error and required inputs
- Open the failed action’s error details in AI Assistant. Cisco documents updating the information and resubmitting manually when an action fails.
- Check whether the action has the required inputs and the intended fulfillment method. Confirm that collected values are present and valid for the operation.
- Verify that the relevant third-party integration is enabled and authorized. For Jira or Salesforce workflows, Cisco says integration setup in Control Hub is required before the associated features are turned on.
- After correcting the issue and resubmitting, verify the completion confirmation or check the result in the external system. Do not infer success from the wording of a generated response.
Choose an appropriate review level
For sensitive or high-impact steps, consider whether a moderated action that requires review is safer than autonomous execution. Cisco’s action documentation describes moderated and unmoderated modes; the suitable choice depends on the consequences of an incorrect or unintended operation.
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Check whether the agent type fits the task
Cisco positions autonomous agents for dynamic, open-ended interactions that may use knowledge or API integrations, and scripted agents for straightforward, repeatable tasks with well-defined steps. Neither type is universally more accurate; choose according to how much flexibility and response variation the task can tolerate.
| Decision factor | Autonomous agent | Scripted agent |
|---|---|---|
| Best fit | Dynamic, open-ended exchanges; may use knowledge or API integrations. | Repeatable tasks with well-defined steps and tightly controlled answers. |
| Control and flexibility | Easier to adjust in scope, but less predictable. | Higher control, but more rigid. |
| Setup and runtime | Faster to build, according to Cisco’s comparison. | More effort-intensive to build; Cisco’s comparison says runtime is faster. |
| Risks and trade-offs | Hallucination risk, potential response variation, and higher cost, according to Cisco. | Less suitable when a task needs open-ended interpretation or changing knowledge. |
Cisco’s Guidelines and best practices for automating with AI agent notes that an “LLM can potentially give different results to the same prompts.” Treat that as a design consideration: test representative utterances and decide whether the task can safely tolerate variation, rather than assuming it explains a particular incident.
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Use a focused diagnostic record
- For an answer issue, preserve the exact utterance, answer, source or citation, and relevant session details.
- For an action issue, preserve the action name, inputs, displayed error, fulfillment or integration involved, and final completion result.
- After changing a source, intent, action, or authorization, note what changed and test the same case again.
Cisco’s public guidance supports this general troubleshooting path, but it cannot identify the cause in a specific deployment without that tenant’s edition, release, configuration, and incident records. Menu labels and feature availability may therefore differ by deployment.
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