| Term | Definition |
|---|---|
| Agent | The voice AI application that you are monitoring with Tuner. An agent is typically a conversational AI that handles phone calls, such as a customer support bot, appointment scheduler, or sales assistant. In Tuner, you configure each agent separately to define its evaluation criteria and monitoring settings. |
| Alert | A proactive notification sent when a specific event occurs, like a spike in red flags or a drop in success rate. Alerts can be delivered via email or Slack, helping you catch issues before they impact more users. See Introduction to Real-Time Alerts. |
| Behavior Check | A custom evaluation that verifies whether your agent performed a specific action or followed certain guidelines during a call. For example, you might create a behavior check to ensure the agent always confirms appointment details before ending the call. See Introduction to Evaluations & Guardrails. |
| Call Logs | The page where you can view a list of all your calls, filter by various criteria, and search for specific conversations. Call Logs is your primary tool for investigating individual calls and spotting patterns across multiple interactions. See How to Analyze Your First Call. |
| Call Outcome | The result of a call, typically categorized as “Success,” “Failure,” or other custom outcomes you define. Call outcomes help you quickly understand whether the agent achieved its goal and are used to calculate your overall success rate. |
| Evaluation | The process of analyzing a call against a set of criteria to determine its quality. Evaluations run automatically on every call, checking for specific behaviors, measuring voice metrics, and applying guardrails. Think of it as an automated quality assurance process. See Introduction to Evaluations & Guardrails. |
| Guardrail | Rules that define what “bad” looks like for your agent. Guardrails act as safety nets—when a call breaches a guardrail (e.g., the agent hallucinates or misses an intent), it automatically triggers a red flag or alert. See Introduction to Evaluations & Guardrails. |
| Hallucination | When the agent provides incorrect, fabricated, or misleading information that wasn’t part of its training data or knowledge base. Hallucinations are critical issues because they can erode user trust and lead to real-world consequences, such as booking the wrong appointment or providing incorrect pricing. |
| Intent | The user’s goal or purpose in the conversation. For example, in an appointment scheduling agent, common intents might include “Book Appointment,” “Reschedule,” “Cancel,” or “Check Availability.” Understanding intent distribution helps you optimize your agent for the most common use cases. |
| Metric | A quantitative measurement computed for every call, such as talk time, silence duration, talk-to-listen ratio, or sentiment score. Metrics provide objective data about conversation quality without requiring manual review. See Introduction to Pre-defined Metrics. |
| Overview | The main dashboard showing high-level performance metrics for your agent, including total calls, success rate, failed calls, hallucination failures, and missed intent rate. The Overview is your command center for monitoring agent health at a glance. See Best Practices for Agent Monitoring. |
| Red Flag | A tag automatically applied to a call when a critical issue is detected, such as a hallucination, broken flow, or missed intent. Red flags appear in the Overview dashboard and Call Logs, making it easy to prioritize which calls need immediate attention. See Best Practices for Agent Monitoring. |
| Rule Builder | The interface for creating custom rules that determine when labels and red flags are applied to calls. The Rule Builder allows you to combine multiple conditions (behavior checks, metrics, metadata) using AND/OR logic to create sophisticated detection rules. |
| Sentiment | A measure of the emotional tone in the conversation, typically categorized as positive, negative, or neutral. Sentiment analysis helps you understand how users feel during interactions with your agent, which can indicate satisfaction or frustration. |
| Transcript | A written record of the conversation between the user and the agent. Transcripts include timestamps and speaker labels, allowing you to review exactly what was said and when. They are essential for root cause analysis and debugging issues. |
Next Steps
Now that you’re familiar with the terminology, dive into the detailed guides for each concept.Introduction to Evaluations & Guardrails
Learn how evaluations and guardrails work to improve your agent’s quality.