Introduction to Pre-defined Metrics

Voice Metrics

Voice metrics focus on the audio characteristics of the call.

Metric	Description	What to Look For
Talk Time	Total time the agent was speaking.	Unusually long talk times may indicate the agent is being verbose.
User Talk Time	Total time the user was speaking.	Low user talk time may indicate the agent is not giving the user a chance to speak.
Silence Duration	Total silence in the conversation.	Long silences can indicate slow responses or user confusion.
Crosstalk Duration	Time the agent and user were speaking simultaneously.	High crosstalk can indicate the agent is interrupting the user.
Sentiment	Emotion in the conversation (positive, negative, or neutral).	Negative sentiment can indicate user frustration.

Performance metrics focus on the overall success of the call.

Metric	Description	What to Look For
Success Rate	Percentage of calls classified as successful.	A drop in success rate is a clear sign something is wrong.
Failed Calls	Number of calls classified as failed.	A high number points to systemic issues.
Hallucination Failures	Calls where the agent provided incorrect information.	Any hallucination is a critical issue that should be investigated.
Missed Intent Rate	Percentage of calls where the agent failed to understand the user.	A high rate indicates problems with your agent’s NLU model.
Duration	Total length of the call.	Unusually long or short calls may warrant investigation.
Cost	Cost of the call, if provided by your voice AI provider.	Helps you monitor operational expenses.

Key metrics are displayed for a high-level summary. See Best Practices for Agent Monitoring.

All metrics are available as columns for sorting and filtering. See Best Practices for Agent Monitoring

Use metrics as conditions to create custom labels and red flags. See Introduction to Evaluations & Guardrails.

Learn about real-time alerts and how to set them up.