Skip to main contentCore Concepts
Agent
A voice AI system that handles conversations. Can be a chatbot, voice assistant, or any automated system that interacts with users through voice or text.
Call
A single conversation session between participants (human and/or AI agents). Contains transcript, audio, metadata, and analysis results.
Endpoint
The connection point for your agent. Can be a phone number (for telephony) or WebSocket URL (for real-time streaming).
Evaluation
The process of scoring and analyzing calls against specific criteria to measure quality and performance.
Evaluator
An automated scoring mechanism that assesses specific aspects of conversations (e.g., task completion, customer satisfaction, compliance).
Session
A group of related calls, useful for tracking multi-call interactions or conversation threads with the same customer.
Simulation & Testing
Persona
A simulated customer profile with defined characteristics, behaviors, and communication patterns used in testing scenarios.
Scenario
A scripted conversation flow or situation that your agent needs to handle during testing.
Run Plan
An organized collection of simulations that execute together as a test suite.
Simulation
A controlled test conversation that validates agent behavior without making real calls.
Regression Testing
Re-running previous call scenarios with updated agent versions to ensure improvements don’t break existing functionality.
Analytics & Metrics
Sentiment Analysis
Detection and classification of emotions and feelings expressed during conversations (64+ emotions tracked).
Sentiment Score
A numerical value (-1 to +1) indicating overall emotional tone, where negative values indicate negative sentiment and positive values indicate positive sentiment.
Quantitative measurements of agent efficiency including response time, resolution rate, and conversation duration.
When an agent calls an external function or API during a conversation (e.g., checking order status, booking appointment).
Talk Ratio
The percentage of conversation time each participant speaks, used to measure conversation balance.
Integration Terms
Webhook
An HTTP callback that sends real-time event data from voice platforms to Roark when calls occur.
WebSocket
A persistent connection protocol used for real-time, bidirectional communication in live monitoring.
Ingestion
The process of receiving and processing call data from voice platforms into Roark’s analytics system.
Egress
Outbound data flow, commonly referring to call recordings being sent to storage systems.
VAPI
A voice AI platform that provides infrastructure for building and deploying voice agents.
Retell AI
A platform for creating conversational AI agents with natural voice interactions.
LiveKit
An open-source platform for real-time audio/video communications, used for voice agent infrastructure.
Pipecat Cloud
A cloud platform for deploying and managing voice AI pipelines.
Technical Components
Batch Evaluation
Processing multiple calls simultaneously for analysis rather than one at a time.
Custom Evaluator
User-defined scoring logic tailored to specific business requirements beyond built-in evaluators.
Transcript
The text representation of spoken conversation, including speaker labels and timestamps.
Utterance
A single continuous speech segment from one speaker, ending when they stop talking or another speaker begins.
Turn
A complete speaking opportunity for one participant in a conversation, may contain multiple utterances.
Monitoring & Reporting
Live Monitoring
Real-time observation and analysis of ongoing calls as they happen.
Dashboard
The visual interface displaying analytics, metrics, and insights about your voice AI performance.
Baseline
A reference point for normal performance metrics, used to identify deviations and improvements.
Alert
Automated notification triggered when specific conditions are met (e.g., high frustration detected).
Trend Analysis
Tracking metrics over time to identify patterns, improvements, or degradations in performance.
Business Terms
First Call Resolution (FCR)
Successfully resolving a customer’s issue during their first call without requiring follow-up.
Escalation
Transferring a call to a human agent or supervisor when the AI cannot handle the situation.
Quality Assurance (QA)
The process of monitoring and evaluating agent interactions to ensure quality standards are met.
Service Level Agreement (SLA)
Performance standards and metrics that must be maintained (e.g., response time, resolution rate).
API & Development
API Key
A unique identifier used to authenticate requests to Roark’s API endpoints.
Rate Limiting
Restrictions on the number of API requests allowed within a time period to prevent abuse.
SDK
Software Development Kit - pre-built libraries (Node.js, Python) that simplify integration with Roark.
REST API
The HTTP-based interface for programmatically interacting with Roark’s services.
Payload
The data package sent in API requests or webhook events containing call information. 
