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Data extraction fields live in Agent Settings > Analysis Setup, in the Data Extraction section. Tuner fills them for each call it analyzes.

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What is data extraction?

A data extraction field is a structured value Tuner pulls out of each call transcript, such as an appointment time, an order number or whether the caller asked for a refund. You name the field, pick its data type and describe what to look for. Tuner then fills the field for every call, so you can read call content as data and use it in rules and alerts.

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Add a field

1

Open Analysis Setup

In Agent Settings, open the Analysis Setup tab and find the Data Extraction section.
2

Open the field dialog

Click Add. The Add Custom Field dialog opens.
3

Name the field

Enter a Field Name, for example appointment_time. The name is the key the value appears under on each call. Use lowercase letters and underscores. Each field name must be unique within the agent.
4

Pick a data type

Choose a Data Type: Text, Number, Boolean or Enum. See Field types.
5

Add enum options (Enum only)

If the type is Enum, enter the allowed values in Enum Options as a comma-separated list, for example positive, neutral, negative.
6

Describe the field

In Instructions to Extract This Field, describe how Tuner should identify and extract the value. See Write good extraction instructions.
7

Save

Click Save. The field appears in the Data Extraction section and is filled for calls Tuner analyzes from then on.

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Field types

Tuner stores every extracted value as text. When Tuner finds no value for a field, the field shows N/A on the call.

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Write good extraction instructions

  • Be specific: name exactly what to look for. The more specific the instructions, the more accurate the extraction.
  • Say the format you want: for example “a short comma-separated list” or “the date and time as stated by the caller”.
  • Say what to do when the value is missing: for example “Return null if the caller didn’t give an address.”
  • Use Enum for fixed sets: when a value can only be one of a few options, use Enum so every call uses the same values.
  • Review regularly: check extracted values on real calls and refine the instructions when they drift.

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Read the results

Open a call in Call Logs and select the Data Extraction tab. It lists each field name with the value Tuner extracted, or N/A when there’s no value. If a data retention policy removed caller data from the call, the values show as Removed. Tuner doesn’t extract data for a call whose call outcome has Stop Analysis turned on.

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Use fields in rules and alerts

  • Rules: pick the Data Fields source to tag calls with a label or red flag based on a field’s value. Text, Boolean and Enum fields support Equals (=) and Not equal (!=); Number fields support all six comparison operators. See Condition sources.
  • Alerts: pick a field from the Data Fields group in Select field to get notified when calls match a value. See Alerts.

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Manage fields

  • Edit: click the edit icon on a field. The Edit Custom Field dialog opens with the same settings. Click Save Changes.
  • Delete: click the delete icon on a field, then confirm in Delete Data Extraction Field.
Fields marked System are added by Tuner and can’t be edited or deleted.

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Limits

The Field Name and Instructions to Extract This Field limits are enforced by the dashboard form. To manage fields through the API, see the Agent Settings group in the API Reference, starting with Create Extraction Field.

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Next steps

Create rules

Tag calls with labels and red flags based on extracted values.

Set up alerts

Get notified when extracted values cross a threshold.