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Short answers to common problems. Each links to the page that covers the feature.

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API and data integration

If you’ve sent calls through the SDK or API but they don’t appear in Call Logs, check these first:
  1. API key: send a valid Tuner API key in the Authorization header as Authorization: Bearer tr_api_.... Create and manage keys on the API Keys page; a revoked key stops working immediately. See API keys and IDs.
  2. Workspace ID: check the workspace_id query parameter. Find it on Workspace Settings > General Settings.
  3. Agent Remote ID: agent_remote_identifier must match the Agent Remote ID of an agent in that workspace, shown on Agent Settings > Agent Setup.
  4. API response: a 401 means the API key is invalid. A 422 lists the fields that are missing or wrong.
The agent_remote_identifier you sent doesn’t match any agent in the workspace.Go to Agent Settings > Agent Setup and copy the Agent Remote ID from the Agent Connection card. Check that you send exactly that value, to the workspace that agent belongs to.
The request body is invalid. The response has a detail field listing each problem.Common causes:
  • call_id is missing or not a string.
  • A required field is missing.
  • A field has the wrong data type, for example a string for a number field.
  • A timestamp is in the wrong format.
See Create Call for the expected payload.

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Dashboard and features

If calls appear in Call Logs but their results look wrong (for example, evals not running), contact support with the call ID and a description of the problem.
  1. Check the rule: go to Agent Settings > Evaluation Rules and review the rule for the red flag. Check each condition’s field, operator and value, and whether the rule matches all or any of them.
  2. Check the rule isn’t paused: a rule on a deleted eval, data extraction field or voice metric is paused. See Resume a paused rule.
  3. Check the data: open the call in Call Logs and check whether it meets the condition.
See Red flags and labels.
  1. Check the alert: in Agent Settings > Alerts, check that the alert is on and its conditions and threshold are correct.
  2. Check the alert isn’t paused: an alert on a deleted eval, data extraction field, voice metric or red flag is paused. See Resume a paused alert.
  3. Check the recipients: make sure the email addresses are correct.
  4. Check your spam folder: alert emails can be filtered as spam.
See Alerts.
  1. Select an agent: make sure the right agent is selected under Select Agent in the sidebar.
  2. Check the time period: make sure the period (7 days, 30 days or 90 days) includes the calls.
  3. Check that calls arrived: open Call Logs.
If Call Logs shows calls but Overview doesn’t, the calls may still be processing. Wait a few minutes and refresh.

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Simulation

Tuner placed the call, but your integration didn’t send it back with the ID Tuner put on it. Open Call Logs and look for the call. If it’s there, check what links it to the run. If it isn’t, check that your integration is sending calls.See Fix an Unreported run.

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Next steps

FAQ

Answers to common questions about Tuner.

Contact support

Email the Tuner team.