Key Concepts Overview

The Core Loop: Observe, Monitor, Optimize

Tuner is built around a continuous improvement loop:

Observe

Monitor your agent’s performance in real time using the Overview dashboard and Call Logs.

Monitor

Perform deep dives into specific calls to understand the root cause of issues.

Optimize

Make changes to your agent and validate improvements with real data.

Concept	Description	Learn More
Evaluations & Guardrails	Evaluations analyze a call against a set of criteria to determine its quality. Guardrails are rules that define what “bad” looks like—when breached, they trigger red flags or alerts.	Introduction to Evaluations & Guardrails
Metrics	Quantitative measurements for every call, like talk time, silence duration, and sentiment.	Introduction to Pre-defined Metrics
Red Flags	Tags triggered when a critical issue is detected, like a hallucination or broken flow.	Best Practices for Agent Monitoring
Alerts	Proactive notifications sent when a specific event occurs, like a spike in red flags.	Introduction to Real-Time Alerts

Dive deeper into the terminology used throughout the Tuner platform.

A comprehensive glossary defining all key terms used in Tuner.

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