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Prerequisites: You’ll need an active Tuner account to follow this guide. Sign up here if you haven’t already.

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Overview

Here’s what we’ll accomplish:
1

Connect Your Agent

Set up a new agent in Tuner and connect it to your voice platform.
2

Configure Your Agent

Define call outcomes, intents, and evaluations to customize how Tuner monitors your calls.
3

Make a Test Call

Generate data by making a test call to your agent.
4

Review the Call

Use the Call Logs to perform a deep-dive review of the conversation.
Estimated time: 5 minutes from start to finish

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Step 1: Connect Your Agent

After signing into your Tuner account, go to your main dashboard. In the sidebar, click on the Select Agent dropdown, then click Add New Agent. Add New Agent Dropdown This will open the Agent Setup modal.

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Fill in Agent Details

  1. Agent Name: Give your agent a descriptive name.
  2. Agent ID: Enter the agent ID from your provider’s platform.
  3. Provider: Select where your calls come from—either a supported platform like Retell, or “API” for custom integrations.
  4. System Prompt: Provide a clear and concise prompt that defines your agent’s persona, goals, and constraints. This is a critical step for ensuring your agent behaves as expected.
You are a friendly and helpful e-commerce support bot. Your primary goal is to answer customer questions about their orders and provide tracking information. Do not answer questions that are not related to e-commerce support.
  1. Click Create Agent.
Tuner Agent Setup Modal

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Step 2: Configure Your Agent

Once your agent is created, you’ll want to configure how Tuner monitors your calls. This step is optional for your first call, but setting it up early will give you richer insights. Navigate to Agent Settings by clicking on the gear icon next to your agent name. Here you can:
  • Define Call Outcomes: Specify what “Success” and “Failure” mean for your agent (e.g., “Appointment Booked” vs. “User Hung Up”).
  • Set Up User Intents: Define the possible reasons users might call your agent.
  • Create Custom Evaluations: Add specific checks to evaluate agent behavior on every call.
  • Configure Alerts: Set up real-time notifications to get alerted when critical issues occur, such as failed calls or evaluation failures.
For a complete guide on configuring your agent, see Configuring Your Agent.

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Step 3: Make a Test Call

With your agent connected and configured, make a test call to it. This will send the call data to Tuner for monitoring.

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Step 4: Review the Call

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Access the Call Logs

Once your call is complete, navigate to the Call Logs in the sidebar. This is your testing environment where you can see all your recent calls. Tuner Call Logs

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What to Look For When Reviewing a Call

As you review the call, ask yourself these questions:
  • Did the agent understand the user? Check the Intent field to see if the agent correctly identified the user’s goal.
  • Was the agent accurate? Review the transcript for any factual errors or hallucinations.
  • Was the flow smooth? Look for long silences, interruptions, or moments where the user seemed confused.
  • Did the agent follow instructions? If you have specific rules or behaviors your agent should follow, check if it did so.
  • What was the user’s sentiment? The Sentiment score can give you a quick read on the user’s emotional state.

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Fine-tune Settings

Based on your review, you can fine-tune your agent’s performance by adjusting its settings in your voice AI platform. For example, if the agent is interrupting the user, you may need to adjust its turn-taking settings.

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🎉 Congratulations!

You’ve successfully connected your agent and reviewed your first call! Here’s what you’ve accomplished: ✅ Connected your voice agent to Tuner ✅ Configured call outcomes and evaluations ✅ Generated data with a test call ✅ Reviewed the call in the Call Logs

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What’s Next?

Now that you’ve reviewed your first call, learn how to monitor your agent’s performance over time.

Best Practices for Agent Monitoring

Learn how to effectively monitor your agent and catch issues early.

Introduction to Evaluations & Guardrails

Understand the core concepts that power Tuner’s monitoring capabilities.