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API & Data Integration Issues

If you’ve sent calls via the API but they aren’t appearing in your dashboard, here are the most common reasons:
  1. Check Your API Key: Ensure you are using a valid API key in the X-API-Key header. You can generate and manage API keys in Workspace Settings > Integrations.
  2. Verify Workspace ID: Make sure the workspace_id query parameter in your API call is correct. You can find this in Settings > General.
  3. Check Agent Remote Identifier: The agent_remote_identifier must match the ID of an agent you’ve configured in Tuner.
  4. Review the API Response: Check the response from the API call. A 422 Validation Error will provide specific details about which fields are missing or incorrect. A 401 error means your API key is invalid.
This error means the agent_remote_identifier you are sending does not match any of the agents in your Tuner account.Solution: Go to Agent Settings in Tuner and verify that the ID you are sending in the API call exactly matches the “Agent ID” you’ve configured for one of your agents.
This is the most common error and means the data you sent in the request body is invalid. The error response will contain a detail field with a list of the specific validation issues.Common Causes:
  • call_id is missing or not a string.
  • A required field is missing.
  • A field has the wrong data type (e.g., sending a string for a number field).
  • A timestamp is in the wrong format (must be ISO 8601).

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Dashboard & Feature Issues

If you see calls in the Call Logs but metrics seem incorrect (e.g., evaluations not running, sentiment missing), please contact our support team with the Call ID and a description of the issue. This can sometimes happen if the call data format is unexpected.
If you’ve configured red flags but they’re not appearing:
  1. Check the Rule Configuration: Go to Agent Settings > Evaluation Criteria and review the rules for your red flags. Ensure the conditions and thresholds are set correctly.
  2. Verify the Data: Check the Call Logs to see if the data for the calls actually meets the conditions for the red flag.
If you’ve configured alerts but aren’t receiving notifications:
  1. Check the Alert Configuration: In Agent Settings > Alerts, ensure the alert is Active and the trigger conditions are correct.
  2. Verify Notification Channels: Double-check that the email addresses in the notification channel are correct and that there are no typos.
  3. Check Your Spam Folder: Sometimes, alert emails can be filtered into spam or junk folders.
If your Overview dashboard is empty:
  1. Select an agent: Make sure you have an agent selected in the dropdown at the top of the page.
  2. Check the date range: Verify the date filter (7 days, 30 days, 90 days) includes the time period when calls were made.
  3. Verify data ingestion: Go to Call Logs to confirm calls are being received.
If Call Logs shows data but Overview doesn’t, there may be a processing delay. Wait a few minutes and refresh.

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Still Have Questions?

If you can’t find the answer to your question in our documentation, please don’t hesitate to reach out.

Contact Support

Our support team is here to help you get the most out of Tuner.