The 6 KPIs to monitor on an AI voice agent in production
Once your AI voice agent is in production, gut feel stops working. Here are the 6 metrics that actually matter — and the alert threshold on each.
Plenty of call centers running an AI voice agent in production track 'calls handled' and stop there. Not enough. Here are the 6 metrics we pilot on at VocazAI — and the threshold at which we trigger a review.
1. Completion rate#
Share of calls that reach the intended action (booking taken, info given, human transfer). Healthy threshold: > 85 %. Below 75 %, the system prompt or scope is poorly defined.
2. Human transfer rate#
Share of calls that end transferred. Too low (< 5 %) = agent tries to do everything alone, risky. Too high (> 25 %) = it's no longer doing its job. Sweet spot: 10-20 %.
3. Average call duration#
Target: 60-90 seconds for a simple booking, 90-150 seconds for qualification. If you drift to 3+ minutes, either the prompt is too chatty or the user is fighting the agent. Listen to 5 long calls.
4. p95 latency per turn#
- p50: under 500 ms.
- p95: under 800 ms.
- p99: under 1,200 ms.
- Above that, agent feels broken and triggers hangups.
5. Post-call CSAT#
A post-call SMS with 1-5 rating or just thumbs up/down. Target: > 4/5 average. Important: don't measure after a missed emergency — biased. Exclude those from the math.
6. Business conversion#
The only one that truly matters: how many calls become honored bookings, sales, qualified leads. Measure it CRM-side, not platform-side. Compare to the prior month without the agent.
Review cadence#
Weekly the first 4 weeks, monthly after. If a KPI drifts 2 weeks in a row, you correct. Otherwise, let it run. VocazAI ships the dashboard for these 6 metrics by default. First month free to set thresholds on your activity.