Call Simulation lives under Simulations in the Tuner app. You need an agent that’s already connected to Tuner and sending real calls. Then set up inbound or outbound simulation so Tuner can reach it.
What is Call Simulation?
Call Simulation places real voice calls between your agent and a Simulated Caller that plays a customer. It works in both call directions: inbound, where Tuner calls your agent over SIP, and outbound, where Tuner triggers your endpoint and your agent calls the Simulated Caller. Each call is scored with the evals, Call Outcomes and Intents you’ve already set up for your live agent. There’s no separate scoring to configure.
What your setup needs
Run your first simulation
1
Set up your agent once
Do the step for your setup and call direction in the table above.
2
Start a run
Go to Simulations and click Run Simulation. The defaults are a good first run: AI generated Scenarios, 10 calls with 30% Pressure tests, and a 3-minute max call duration. To change them, see Run a simulation.
3
Run
The dialog shows the credit rate per minute and your balance. Click Run.
4
Read the results
The run appears on the Runs tab with a status and a result for each call. Click a call to see its transcript and eval results. If calls show Unreported, Tuner didn’t receive the matching call from your integration. See Fix an Unreported run.
What you can customize
Every run is set in the Run Simulation dialog. For example, you can:- Change the mix of Routine callers and Pressure tests, and the number of calls (5 to 20).
- Narrow the targets to the Intents or Pass/Fail evals you just changed.
- Pick the language and accent the Simulated Caller speaks.
- Add background noise, like a café or a car, at low, medium or high intensity.
- Attach a test profile, so the Simulated Caller has a name, account details or a reason for calling.
- Cap the call length between 1 and 12 minutes.
Explore every option in Run a simulation
Each setting explained, with the 6 languages and 14 accents, the four noise environments and the run limits.
Three ways to test
The first run uses AI-generated Scenarios. You can also rerun saved ones or replay real calls.Generated runs
Tuner writes new Scenarios each run: Routine callers from your Intents and Pressure tests from your Pass/Fail evals.
Scenario Library
Save Scenarios and rerun the same ones to check a fix.
Replays
Play the caller’s recorded turns from a real call into a live call with your agent.
FAQ
Does simulation cost credits?
Does simulation cost credits?
Yes. Simulation is billed per minute of connected call time. You’re charged only for calls that connected and ended normally: the call was hung up, it reached the max call duration, or, for a replay, every caller turn was played. Calls that never connect or end on an error aren’t charged. The rate is shown in the Run Simulation dialog before you start. See Credits and usage.
Can I run simulation on an agent that's already in production?
Can I run simulation on an agent that's already in production?
Yes. Simulation calls are excluded from the metrics on the Overview dashboard.
Why does my run show Unreported?
Why does my run show Unreported?
Tuner placed the calls, but your integration didn’t send them back with the ID Tuner put on them, so Tuner couldn’t link them to the run. See Fix an Unreported run.
Next steps
Run a simulation
Every option in the Run Simulation dialog: the mix, targets, language, noise and test profiles.
Run statuses
What each status and call result means, and how to fix a run.