Blog

Learn how to measure containment rate for voice agents correctly: numerator and denominator, what counts as contained, and pairing it with resolution.

Sentiment score for voice agents: measure caller mood from words and tone, track recovery across a call, and use it as an early escalation signal.

Measure CSAT for voice agents two ways: post-call survey CSAT and inferred CSAT from call audio and outcomes. See how to design, time, and pair them.

Abandonment rate for voice agents counts callers who hang up before resolution. Learn how to measure it, and pinpoint where and why callers drop.

Average handle time for voice agents is total time per call. Learn how to measure it, what inflates it, and why lower is not always better for callers.

Learn how to measure first contact resolution for voice agents: pick the right window, catch cross-channel repeat calls, and expose fake resolutions.

Resolution rate for voice agents is the share of calls where the caller's issue was truly resolved. Learn how to define, measure, and verify it.

Task success rate is the share of calls where the caller's goal actually got done. Learn how to define, label, and measure it on your real calls.

A voice agent can call the right tool with a malformed payload and fail before it runs. Learn to test function schema validation in voice agents.