Credits and usage - Tuner Documentation

Tuner meters usage in credits. Each workspace has one credit balance, shared by all its agents. Analyzing calls, running simulations and analyzing uploaded audio draw from that balance. Plans, prices and the credit rate for each feature are on the pricing page.

What uses credits

Each analysis is counted separately, so a call uses credits for each feature that runs on it. Simulated calls are analyzed the same way as production calls, so their Call Outcomes, Intents, Data extraction and evals are counted in addition to simulation minutes.

Feature	How it’s counted	Rate
Call Outcomes	Once per analyzed call	Pricing page
Intents	Once per analyzed call	Pricing page
Data extraction	Once per analyzed call	Pricing page
Pass/Fail evals	Per call, once for each Pass/Fail eval on the agent	Pricing page
Score 1-5 evals	Per call, once for each Score 1-5 eval on the agent	Pricing page
Voice metrics	Once per analyzed call	Pricing page
Call Simulation	Per minute of connected call time, including partial minutes. Replays are counted the same way.	Shown as Rate: N credits / minute in the Run Simulation and New Replay dialogs
Dataset uploads	Per minute of uploaded audio, charged once when the Dataset call is Ready	1.5 credits per minute of audio

A call analysis is charged after it completes. If an analysis fails and is retried, the failed attempt isn’t charged. PII redaction has its own check when you turn it on: Tuner confirms your plan includes it. Tuner doesn’t record per-call usage for it.

What doesn’t use credits

Action	Why
Simulated calls that never connect	Only calls where the SIP leg to your agent connected are charged.
Simulated calls that end on an error or time out	Only calls that end normally are charged: the call was hung up (`disconnected`), it reached the max call duration (`duration_limit_reached`), or a replay played every caller turn (`clips_exhausted`). See Run statuses.
Adding a production call to your Dataset	No usage is recorded when a Dataset call is created from a production call. Replaying it later uses simulation minutes.
Uploads that fail or are canceled	The upload charge is recorded only when the Dataset call reaches Ready.
Red flags, labels and alerts	These aren’t metered features.

Where to see your balance

Place	What it shows
Credits widget at the bottom of the sidebar	Your current balance and a Top up button that opens Workspace Settings > Billing. It turns amber when the balance is below 30 credits and red at zero.
Workspace Settings > Billing	CREDIT BALANCE REMAINING, the total credits used so far, and TOP UP CREDITS.
Run Simulation and New Replay dialogs	The simulation rate per minute and your balance, before you start.
Dataset upload	The cost before you extract: 1.5 credits per minute of audio, then an estimate for the selected file.

Add credits

Option	Where	What it does
TOP UP CREDITS	Workspace Settings > Billing	Choose a credit pack with the slider, then click Buy N credits for $X. Checkout opens in Stripe. The balance updates after payment.
Add Coupon	Workspace Settings > Billing	Enter a code in Apply Coupon. Depending on the code, it adds credits directly, applies a discount to your plan, or opens checkout for a credit pack.
Estimate Usage	Workspace Settings > Billing	Opens the pricing page.
YOUR PLAN	Workspace Settings > Billing	Shows and changes your plan. Plan contents are on the pricing page.

When your balance reaches zero

At zero, a banner says new calls won’t be processed until you top up, with a Buy credits button. Tuner blocks the following until you add credits:

Action	What happens
New calls sent through an integration or the API	Rejected with “Workspace has insufficient credits”.
Importing or syncing calls on Call Logs	Doesn’t start. See Call Logs.
Running a simulation or a replay	Doesn’t start: “You have no credits remaining.”
Analyzing an uploaded recording	Analyze audio is disabled: “You’re out of credits. Top up to analyze audio.”
Adding a Dataset call, from a production call or an upload	The submit button is disabled: “You’re out of credits. Top up to create a clip set.”