> ## Documentation Index
> Fetch the complete documentation index at: https://docs.maple.inc/llms.txt
> Use this file to discover all available pages before exploring further.

# Call quality

> What to expect from AI call handling, why it pauses, and how Maple finds and fixes call problems.

### How is quality measured?

Maple counts a call as a failure when the customer can’t place an order, can’t be transferred to a person, or the call drops because of the AI. Maple also tracks how often calls are transferred to staff, how many orders and reservations go through, and audits call recordings. AI issues are reviewed weekly, and every new model version goes through QA and stress testing before release.

### What happens in the first week after going live?

The support team audits your incoming calls. Small inaccuracies are normal at first. The team contacts you by email or text about problem calls and agrees fixes with you, usually through [knowledge base](https://docs.maple.inc/voice-core/knowledge-base.md) updates. Accuracy improves quickly as the agent is tuned to your business.

### What in my setup affects quality?

- **Incomplete setup.** An incomplete KYC (Know Your Customer) setup can leave features missing and hurt performance.
- **A thin knowledge base.** With only a handful of entries, more calls go to staff. See [Knowledge base](https://docs.maple.inc/voice-core/knowledge-base.md).
- **A long greeting.** Keep it short. If the greeting offers a transfer to a person, about 90% of callers ask for one straight away. The agent still transfers when needed without the offer.
- **Wrong languages.** Unexpected accents or language switching usually means extra languages are on. See [Language settings](https://docs.maple.inc/voice-core/voice-configuration.md#language-settings).

### Why does the agent say “let me check on that” or pause?

The agent uses short fillers like “one moment” while it looks something up, such as your hours or an item in a large menu. Maple is working on fewer, more varied fillers and shorter pauses. If pauses are long, contact support: your menu size or setup may be the cause.

### What can’t the agent do well yet?

- Confirm availability for a specific date and time without staff, unless **Phone Reservations** is on
- Confirm availability for party and event inquiries (it can share rates and basic details)
- Say website URLs naturally; it may spell them out letter by letter
- Avoid sending the same booking link twice when a caller asks follow-up questions

### The voice sounds robotic

Try another of the six voices under **AI Agents** → your agent → **Audio & Voice**. See [Voice configuration](https://docs.maple.inc/voice-core/voice-configuration.md#voice-selection).

### How do I report a bad call?

Give the call’s date, time, and phone number. The QA team listens to the recording, sends AI behavior problems to engineering, and the fix is tested before release. [Contact support](https://docs.maple.inc/need-help.md).