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What Are Evaluations?

An evaluation is the process of analyzing a call against a set of criteria. Think of it as an automated report card for every conversation. Instead of manually listening to calls, you define what matters and let Tuner do the monitoring at scale.
Why Evaluations Matter: Without evaluations, you’re flying blind. You might know that a call “failed,” but you won’t know why. Evaluations give you the “why” by checking for specific behaviors, metrics, and outcomes.

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What Are Guardrails?

A guardrail is a set of rules that define what “bad” looks like for your agent. They allow you to catch issues early by automatically flagging calls that exhibit problematic behavior. When a guardrail is breached, it can trigger a red flag or an alert.
Why Guardrails Matter: Guardrails are your safety net. They ensure that even if you’re not actively monitoring, you’ll be notified when something goes wrong.

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How They Work Together

1

Evaluations Analyze

The evaluation pipeline analyzes every call based on your criteria.
2

Guardrails Monitor

Guardrails monitor the results, looking for breaches.
3

Red Flags & Alerts Notify

When a guardrail is breached, a red flag is created and an alert is sent.
The same evaluations and guardrails run on every production call and every Call Simulation call. What you configure here powers both monitoring and testing.

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Types of Evaluations in Tuner

Evals are evaluations that verify whether your agent performed specific actions or followed certain guidelines during a call. Tuner automatically evaluates every call against them.Predefined evals — Tuner ships with 21 ready-to-use evals across Accuracy, Actions & Tools, Conversation Quality, and Safety & Compliance. Each one is backed by an AI judge optimized on real voice AI deployments. Enable any combination with a single click.Custom evals — Define your own criteria in plain language and Tuner runs them as first-class judges alongside the predefined ones.Example: Use the built-in “Confirmation accuracy” eval to automatically verify that the agent’s final confirmation matched the action it completed — or create your own “Appointment Confirmed” eval for your specific workflow. See Predefined evals or Create evals.

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Common Use Cases

Detecting Hallucinations

Create a guardrail that flags calls where the agent provides incorrect information.

Ensuring Compliance

Create an eval that verifies the agent always reads a required disclaimer.

Monitoring Sentiment

Create a guardrail that alerts you when user sentiment is consistently negative.

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Next Steps

Learn about the pre-defined metrics that Tuner computes for every call.

Introduction to Pre-defined Metrics

An explanation of all out-of-the-box metrics and what they measure.