Key Definitions
Before diving into the configuration, it’s important to understand the core concepts:What is Call Classification?
Call Classification is the process of categorizing each call based on its outcome and the user’s intent. By classifying calls, you transform raw conversation data into actionable insights that help you understand how your agent is performing and where improvements are needed. Call classification in Tuner consists of two main components:What is a Call Outcome?
A Call Outcome represents the result or conclusion of a call from your business perspective. It answers the question: “Did this call achieve its intended goal?” Call outcomes are typically categorized as either Success or Failure, but the specific definition depends entirely on your use case. For example:- For a sales agent, a successful outcome might be “Demo Scheduled” or “Purchase Completed”
- For a support agent, a successful outcome might be “Issue Resolved” or “Ticket Created”
- For a booking agent, a successful outcome might be “Appointment Confirmed”
What is User Intent?
User Intent represents the reason why the user initiated the call—their goal or purpose. It answers the question: “What did the user want to accomplish?” Understanding user intent helps you:- Identify demand patterns: See what users are most frequently calling about
- Optimize agent training: Focus on the most common intents
- Spot gaps: Discover intents your agent struggles to handle
- Measure intent-specific success rates: Track how well your agent handles each type of request
Why Classify Calls?
By default, Tuner does not know what a successful call looks like for your specific use case. Is it a call where an appointment was booked? A call where the user’s question was answered? By defining your success criteria, you can:- Accurately Track Your Success Rate: Get a clear picture of how well your agent is performing.
- Identify Failing Calls: Quickly find and analyze calls that did not meet your success criteria.
- Improve Your Agent: Use the data from failed calls to identify and fix the root cause of issues.
How to Classify Calls
Define Call Outcomes
In the Call Outcome section, click Add to create a new outcome. For each outcome, you will define:
- Label: A descriptive name for the outcome (e.g., “Appointment Booked”, “User Hung Up”).
- Prompt Definition: A clear description of the conditions that must be met for this outcome to be assigned. You can include example transcript snippets to improve accuracy.
- Outcome Type: Whether this outcome is a Success or a Failure. This affects how calls are tracked in your success metrics.
- Stop Analysis (Optional): Enable this checkbox if you want Tuner to stop all further evaluation and data extraction when this outcome is detected. This is useful for outcomes like “Wrong Number” or “Spam Call” where additional evaluation is not needed and you want to save credits.
Enable Intent Detection (Optional)
If you want to track user intents, enable the User Intent toggle. You can then define the possible intents for your agent.
Best Practices
- Be Specific: The more specific your outcome definitions, the more accurate your classification will be.
- Start Simple: Begin with a few key outcomes and add more as you gather data.
- Use Stop Analysis Wisely: Enable “Stop Analysis” for outcomes where further evaluation provides no value, such as wrong numbers, spam calls, or disconnected calls. This helps conserve credits.
- Iterate: Regularly review your classified calls to ensure your outcome definitions are still relevant and accurate.
Example: Inbound Lead Qualification Agent
To illustrate how to set up call classification effectively, let’s walk through a detailed example for an inbound lead qualification agent. This type of agent handles incoming calls from potential customers, qualifies them based on specific criteria, and routes qualified leads to the sales team.Defining Call Outcomes
For a lead qualification agent, you need to think about all the possible ways a call can end. Here’s a comprehensive set of outcomes:| Outcome Label | Type | Description | Stop Analysis? |
|---|---|---|---|
| Qualified Lead - Meeting Booked | Success | The caller met all qualification criteria and a meeting was successfully scheduled with the sales team. | No |
| Qualified Lead - Callback Requested | Success | The caller is qualified but requested a callback at a later time. Contact information was captured. | No |
| Qualified Lead - Info Sent | Success | The caller is qualified and requested information via email. The agent confirmed the email was sent. | No |
| Not Qualified - Wrong Fit | Failure | The caller does not meet the qualification criteria (e.g., wrong industry, company too small, budget mismatch). | No |
| Not Qualified - Not Decision Maker | Failure | The caller is not the decision maker and cannot provide contact information for the right person. | No |
| User Hung Up Early | Failure | The caller disconnected before the qualification process could be completed. | No |
| Wrong Number | Failure | The caller reached the wrong number or was looking for a different company. | Yes |
| Spam/Robocall | Failure | The call was identified as spam or an automated robocall. | Yes |
| Technical Issue | Failure | The call experienced technical difficulties (poor audio, disconnection) that prevented completion. | No |
Defining User Intents
User intents capture why the caller reached out. For a lead qualification agent, common intents include:| Intent Label | Description |
|---|---|
| Learn About Product | The caller wants to understand what your product or service does and how it works. |
| Get Pricing Information | The caller is specifically asking about costs, pricing tiers, or payment options. |
| Schedule a Demo | The caller wants to see the product in action and is ready to book a demonstration. |
| Speak to Sales | The caller wants to be connected directly to a sales representative. |
| Technical Questions | The caller has specific technical questions about integrations, features, or capabilities. |
| Partnership Inquiry | The caller is interested in a partnership or reseller opportunity rather than purchasing. |
| Job Inquiry | The caller is asking about employment opportunities (not a lead). |
| Existing Customer | The caller is already a customer with a support or account question (should be routed elsewhere). |
Sample Prompt Definitions
When configuring outcomes in Tuner, clear prompt definitions improve classification accuracy. Here are examples: For “Qualified Lead - Meeting Booked”:Classify as this outcome when ALL of the following are true:For “Not Qualified - Wrong Fit”:
- The caller confirmed they are a decision maker or can influence the purchasing decision
- The caller’s company meets our target criteria (mentioned company size, industry, or use case that fits)
- A specific meeting date and time was confirmed during the call
- The agent confirmed the meeting details (date, time, attendees) before ending the call
Classify as this outcome when the caller does not meet qualification criteria. Look for indicators such as:
- Company size too small (e.g., “just me” or “small team of 2-3”)
- Industry we don’t serve (e.g., mentioned being in an unsupported vertical)
- Budget significantly below our minimum (e.g., “looking for something free” or mentioned budget under $X)
- Use case we don’t support (e.g., looking for features we don’t offer)
Putting It All Together
With this configuration, your Tuner dashboard will show you:- Overall success rate: What percentage of calls result in qualified leads?
- Outcome breakdown: How many calls end in each outcome category?
- Intent distribution: What are callers most frequently asking about?
- Intent-to-outcome correlation: Which intents have the highest conversion to qualified leads?
Next Steps
Learn how to create custom evaluations to gain deeper insights into your calls.Creating Custom Evaluations
A guide to creating custom evaluations to check for specific behaviors and outcomes in your calls.