> ## Documentation Index > Fetch the complete documentation index at: https://docs.roark.ai/llms.txt > Use this file to discover all available pages before exploring further. # Glossary > Key terms and concepts used in Roark ## Core 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 Roark uses to reach your agent. Endpoint types include Phone, Web RTC, LiveKit, WebSocket, ElevenLabs, Google CES, and Kore. Endpoints also carry a direction — whether Roark dials your agent (outbound from Roark) or your agent calls into Roark (inbound). ### Evaluation The process of scoring and analyzing calls against specific criteria to measure quality and performance. ### 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 when running customer flows. ### Customer Flow One type of customer conversation your agent should handle — the customer setup, its variants, and the agent expectations it's graded against. Customer flows supersede scenarios and drive simulations today, with live-call grading planned. ### Variant One concrete version of a customer flow. Every flow has a default variant (the happy path) plus any number of edge cases, each with its own setup, variables, and optional additional expectations. ### Happy Path A flow's default variant — the expected, unexceptional version of the conversation. ### Edge Case A non-default variant of a customer flow that tests a deviation from the happy path (an upset customer, a wrong account number, an unusual request). ### Improv Mode A flow authoring mode where you write a free-form customer brief and the simulated customer improvises the conversation around it. ### Scripted Mode A flow authoring mode where you build the conversation as a step-by-step graph, with branching paths the customer follows. ### Agent Expectations The graded contract attached to a customer flow — what your agent must do to pass. Flow-level expectations are inherited by every variant; edge cases can add additional expectations of their own. ### Flow Link A scripted step that splices another scripted flow's steps in at that point, so shared segments (like identity verification) can be reused across flows. ### Template A pre-built starting point for a run — such as Flow adherence, Red teaming, Conversation quality, Multilingual, Load testing, or Tool call accuracy — that seeds flows, metrics, and settings you can customize. ### Run Plan A reusable, named test suite: the agent targets to test, the customer flows attached, the metrics and checks to evaluate, and run settings like iterations and concurrency. One-off runs are plans that simply aren't saved (hidden plans). ### Run A single execution of a run plan, labelled SR-{n}. Runs move through five statuses: Running, Queued, Completed, Failed, and Cancelled. ### Simulation A controlled test conversation that validates agent behavior without involving real customers. ### Regression Testing Re-running previous customer flows against updated agent versions to ensure improvements don't break existing functionality. ## Analytics & Metrics ### Collector The user-facing name for a rule that runs selected metrics on matching calls — which metrics to evaluate, and the conditions (agent, source, call property) a call must match. Collectors can be Active or Paused. The REST API and SDKs still use the older name for collectors: endpoints live under `/v1/metric/policies` and SDK methods under `client.metricPolicy.*`. ### Studio The workspace for building and testing metrics. Author mode defines a new metric (LLM Judge, Pattern, or Formula); Evaluate mode runs a battery of evals against sample calls or a dataset. ### Dataset A curated set of calls used as an evaluation corpus — for example, to run a metric battery in Studio against a fixed, representative sample. ### 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. ### Performance Metrics Quantitative measurements of agent efficiency including response time, resolution rate, and conversation duration. ### Tool Invocation 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. ## Voice Platforms ### 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 Metric A user-defined metric — typically an LLM evaluation prompt — tailored to specific business requirements beyond the built-in system metrics. ### 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.