Glossary

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Core Concepts

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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.

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Call

A single conversation session between participants (human and/or AI agents). Contains transcript, audio, metadata, and analysis results.

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Endpoint

The connection point for your agent. Can be a phone number (for telephony) or WebSocket URL (for real-time streaming).

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Evaluation

The process of scoring and analyzing calls against specific criteria to measure quality and performance.

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Evaluator

An automated scoring mechanism that assesses specific aspects of conversations (e.g., task completion, customer satisfaction, compliance).

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Session

A group of related calls, useful for tracking multi-call interactions or conversation threads with the same customer.

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Simulation & Testing

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Persona

A simulated customer profile with defined characteristics, behaviors, and communication patterns used in testing scenarios.

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Scenario

A scripted conversation flow or situation that your agent needs to handle during testing.

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Run Plan

An organized collection of simulations that execute together as a test suite.

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Simulation

A controlled test conversation that validates agent behavior without making real calls.

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Regression Testing

Re-running previous call scenarios with updated agent versions to ensure improvements don’t break existing functionality.

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Analytics & Metrics

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Sentiment Analysis

Detection and classification of emotions and feelings expressed during conversations (64+ emotions tracked).

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Sentiment Score

A numerical value (-1 to +1) indicating overall emotional tone, where negative values indicate negative sentiment and positive values indicate positive sentiment.

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Performance Metrics

Quantitative measurements of agent efficiency including response time, resolution rate, and conversation duration.

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Tool Invocation

When an agent calls an external function or API during a conversation (e.g., checking order status, booking appointment).

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Talk Ratio

The percentage of conversation time each participant speaks, used to measure conversation balance.

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Integration Terms

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Webhook

An HTTP callback that sends real-time event data from voice platforms to Roark when calls occur.

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WebSocket

A persistent connection protocol used for real-time, bidirectional communication in live monitoring.

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Ingestion

The process of receiving and processing call data from voice platforms into Roark’s analytics system.

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Egress

Outbound data flow, commonly referring to call recordings being sent to storage systems.

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Voice Platforms

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VAPI

A voice AI platform that provides infrastructure for building and deploying voice agents.

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Retell AI

A platform for creating conversational AI agents with natural voice interactions.

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LiveKit

An open-source platform for real-time audio/video communications, used for voice agent infrastructure.

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Pipecat Cloud

A cloud platform for deploying and managing voice AI pipelines.

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Technical Components

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Batch Evaluation

Processing multiple calls simultaneously for analysis rather than one at a time.

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Custom Evaluator

User-defined scoring logic tailored to specific business requirements beyond built-in evaluators.

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Transcript

The text representation of spoken conversation, including speaker labels and timestamps.

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Utterance

A single continuous speech segment from one speaker, ending when they stop talking or another speaker begins.

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Turn

A complete speaking opportunity for one participant in a conversation, may contain multiple utterances.

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Monitoring & Reporting

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Live Monitoring

Real-time observation and analysis of ongoing calls as they happen.

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Dashboard

The visual interface displaying analytics, metrics, and insights about your voice AI performance.

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Baseline

A reference point for normal performance metrics, used to identify deviations and improvements.

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Alert

Automated notification triggered when specific conditions are met (e.g., high frustration detected).

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Trend Analysis

Tracking metrics over time to identify patterns, improvements, or degradations in performance.

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Business Terms

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First Call Resolution (FCR)

Successfully resolving a customer’s issue during their first call without requiring follow-up.

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Escalation

Transferring a call to a human agent or supervisor when the AI cannot handle the situation.

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Quality Assurance (QA)

The process of monitoring and evaluating agent interactions to ensure quality standards are met.

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Service Level Agreement (SLA)

Performance standards and metrics that must be maintained (e.g., response time, resolution rate).

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API & Development

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API Key

A unique identifier used to authenticate requests to Roark’s API endpoints.

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Rate Limiting

Restrictions on the number of API requests allowed within a time period to prevent abuse.

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SDK

Software Development Kit - pre-built libraries (Node.js, Python) that simplify integration with Roark.

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REST API

The HTTP-based interface for programmatically interacting with Roark’s services.

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Payload

The data package sent in API requests or webhook events containing call information.