# Learning Center

} from '../../../components/docs';

Sign-up already created your first agent. **Learning Center** is how that agent gets smarter after real calls.

Without this inbox, every new question stays "I don't know," a guess, or a transfer - even if you already uploaded a handbook. The prompt on **Instructions** is the job brief. A [knowledge base](https://docs.voicelogica.ai/learning-center/knowledge-bases/) is the handbook you write in advance. Learning Center is the pile of things the handbook *missed*. You write the line once, save it, and the next caller can get it from the agent.

This page walks the setup in order: turn capture on, take a call, review the gap, save it, then prove the next call uses your wording.

## Why setup matters

Three things have to be true or the agent will not improve:

1. **Settings** is on - otherwise finished calls never create a queue item.
2. Someone **writes and saves** an answer - a row in Unanswered is not knowledge yet. Nothing reaches the agent until you save.
3. The knowledge file you saved into is **turned on for that agent** on [Skills - Knowledge](https://docs.voicelogica.ai/agent-configuration/memory/). Saving for **Everyone** writes company knowledge every agent can read. Saving for **Only some agents** writes only the agents you pick.

Skip any one of those and the same question fails again tomorrow.

## How the pieces connect

| Step | Where | What happens |
|------|--------|----------------|
| 1 | A finished call | The agent could not answer, a human answered after a transfer, or two answers disagree. |
| 2 | **Settings** | Those events are recorded *only* if the matching toggle is on. |
| 3 | **Unanswered** / **From humans** / **Conflicts** | A card appears for you to review. |
| 4 | **Save to knowledge** | Your wording becomes a Q&A pair. |
| 5 | Next call | The agent answers from that pair - callers hear Q&A, not a raw PDF. |

The library you build on purpose (questions, pasted text, crawled pages, files) is the [Knowledge Bases](https://docs.voicelogica.ai/learning-center/knowledge-bases/) tab in the same place. This page is the *review* loop.

## Open Learning Center

In the app sidebar, click **Learning Center**. It opens on **Unanswered**.

The page line: **Questions callers asked that your agents could not answer. Write the answer once and every agent learns it.**

  <ShotPlaceholder
    src="/assets/learning-center/unanswered.png"
    name="lc-unanswered"
    alt="Learning Center Unanswered empty state"
    capture="Learning Center Unanswered."
  />

When the queue is empty you see **Nothing to review** and **Nothing waiting**, with guidance to turn on Unanswered questions in Settings and finish a call where the agent does not know the answer.

Five tabs sit under the header:

- **Unanswered** — gaps from calls
- **From humans** — after a transfer
- **Conflicts** — two answers disagree
- **Knowledge Bases** — the library
- **Settings** — what gets captured

**Refresh** reloads the queues when counts are stale. Sort with **Most asked** or **Newest**. Filter by **Agent** and **Search questions**.

> **Samples are not live knowledge:** New workspaces may show sample cards so you can practice the review. Saving a sample does not teach the agent. Real rows appear only after finished calls with capture on. An empty **Nothing to review** state is normal before that.
## Settings first - nothing is captured until you do this

Click **Settings**.

  <ShotPlaceholder
    src="/assets/learning-center/settings.png"
    name="lc-settings"
    alt="Learning Center Settings capture toggles"
    capture="Learning Center Settings."
  />

The first card is **What agents bring you to review**. Note on the card: nothing is added to knowledge on its own - these only decide what lands in the queues. Turning a toggle on does **not** invent answers. You still write and save.

1. **Turn on company defaults**

   These apply to every agent unless you override one below.

- **Questions your agents could not answer** — Turn this on first. The gap lands in Unanswered so you can fill it. If this is off, Unanswered stays empty - including after real callers.
- **Answers your colleagues give on calls** — When a call is transferred and a person answers, it lands in From humans. Leave off until you actually transfer.
- **Answers that contradict your knowledge** — You choose which version agents keep using. Leave off until you have a real handbook to disagree with.

2. **Leave agents on the company setting unless one should capture differently**

   The second card is **Agents that do their own thing**. Everyone follows the company setting unless you change them here.

   Each agent row shows **Follows the company setting** (or Custom) with **Company setting** / **Custom**.

   - **Company setting** - inherits the three toggles above. This is the right default.
   - **Custom** - three more toggles appear for *that* agent only.

   **Only the N with their own rules** filters the list to overrides. **Find an agent...** searches by name.

> **A sensible first week:** Turn **Questions your agents could not answer** on for the company. Leave **From humans** off until you actually transfer. Leave **Conflicts** off until you have at least a short knowledge base.
The agent's **Skills - Knowledge** tab can show items waiting in Learning. That banner is a shortcut back to this inbox - not a second settings page.

## First setup - from an empty queue to a live answer

Do this once on the onboarding agent before you invent a process.

1. **Settings - Questions your agents could not answer - on**

   Stay on **Company setting** for the agent.

2. **Give the agent something to hit before "I don't know"**

   Open the agent - **Skills - Knowledge** - **+ Add knowledge base**. Name it after the job (**Hours & prices**), not "KB1". That button creates the base *and* turns it on for this agent. Add questions callers already ask. [Knowledge bases](https://docs.voicelogica.ai/learning-center/knowledge-bases/) is create and attach. The two-pane screen is [Open a knowledge base](https://docs.voicelogica.ai/learning-center/open-a-base/).

   **New knowledge base** on the Learning Center **Knowledge Bases** tab does *not* attach it.

3. **Take a real call (or Try this agent)**

   Ask something that is **not** in those questions. Finish the call. Capture only runs after the call ends.

4. **Open Learning Center - Unanswered**

   A real card appears with the question, the agent name, how long ago, and often a short context line. **Asked** shows how many times the same gap came up.

5. **Write the answer the way you would say it on the phone**

   Click **Write answer** (or **Review** if a draft exists). The required field is **Answer the agent should give**. You cannot save until that field has text.

6. **Choose who learns it, then save**

- **Every agent should say this (hours, address, prices)** — turn on **Everyone** (needs Pick the knowledge base under **Save it in**. Default for company facts.)
- **Only the sales agent should know this** — turn on **Only some agents** (needs Pick those agents. Everyone else will still say "I don't know.")

   Click **Save to knowledge**. **Not worth saving** dismisses noise.

7. **Prove it**

   **Try this agent** and ask the same question. Then open **Calls** and listen.

## Unanswered - review what the agent missed

This is the daily inbox. When empty: **Nothing to review**. When cards exist, open one to write.

### What a card shows before you open it

- The question the caller asked
- Which agent took the call
- How long ago
- Optional context
- How many times it was asked
- **Write answer** / **Review** / **Close**

A yellow **Already in knowledge** tag means the agent *should* have found this - approving adds this phrasing to the existing answer.

### Inside an open card

- **Answer the agent should give** (required) — Write it the way a receptionist would say it. A draft from past calls may appear as **Draft from past calls** - click it to insert, then edit.
- **Who should learn this** — **Everyone** (company knowledge) or **Only some agents**.
- **Save it in** — When Everyone is selected, pick the knowledge base. When Only some agents is selected, pick the agents.
- **Heard on calls** — Opens those calls in **Calls** so you can hear what was actually said.

### Filters and bulk

- **Search questions** filters the list
- **Agent** narrows to one agent
- **Most asked** / **Newest** changes the order
- **Select all** + **Save all to knowledge** writes every selected card that already has an answer and a destination

## From humans - leftovers after a transfer

Open **From humans**. This queue stays empty until **Answers your colleagues give on calls** is on and a call was actually [transferred](https://docs.voicelogica.ai/telephony/transfer/) to a person who answered. Edit the draft before you save.

## Conflicts - two answers, one question

Open **Conflicts**. Empty until **Answers that contradict your knowledge** is on and you already have Q&A to disagree with.

- **The handbook is right; the call was wrong or outdated** — turn on **What agents say today** (needs Keeps the existing answer.)
- **The call has the new price / new hours** — turn on **What the call says** (needs Replaces what agents say today.)
- **Both are partly right** — turn on **Write one answer that covers both** (needs Combine them into one line.)

Then **Save this version**.

## After you save

Saving writes a Q&A pair. It does **not** change the prompt. Leftovers also land on the locked **Agent knowledge** file on that agent's Knowledge tab.

**Try this agent** with the same question. Then **Calls** - play the recording. If the wording is wrong, edit the Q&A on the knowledge base.

## Troubleshooting

**Unanswered stays empty after a real call**

1. **Settings** - **Questions your agents could not answer** is off, or this agent is on **Custom** with that toggle off.
2. The call never reached "I don't know." If the agent guessed, nothing is captured.
3. The call is still live. Capture runs after hang-up. Click **Refresh** if you see it.
4. You are looking at samples only - they are not real items.

**I saved an answer and the agent still guesses**

Open **AI agents** - that agent - **Skills - Knowledge** and confirm the file is on. Or you saved **Only some agents** and left this agent off the list. Or **Selective Knowledge Lookup** skipped that base.

**Are the sample questions live knowledge?**

No. They do not teach the agent. Real items appear after calls when capture is on.

**From humans stays empty after I transfer**

**Answers your colleagues give on calls** is off, or the transfer never connected to a person. Warm / attended transfers that a colleague actually takes fill this queue.

**The agent Knowledge tab says items are waiting in Learning**

That is this inbox. Open **Learning Center**, write the answers, save them. Capture still lives under **Settings**.

## Next Steps

[Knowledge bases](https://docs.voicelogica.ai/learning-center/knowledge-bases/) - create, attach, first questions.  
[Open a knowledge base](https://docs.voicelogica.ai/learning-center/open-a-base/) - sources on the left, entries on the right.  
[Add sources](https://docs.voicelogica.ai/learning-center/add-sources/) - Question, Text, Link, File, Bulk Upload.  
[Knowledge](https://docs.voicelogica.ai/agent-configuration/memory/) - attach those libraries to *this* agent, plus Call Memory.  
[Transfer](https://docs.voicelogica.ai/telephony/transfer/) - required before **From humans** can fill.