Metrics
Custom metrics
Types of Metrics
These are metrics defined by the user. These can be tailored to specific needs and requirements, allowing users to create custom evaluations that align with their unique goals and objectives. We also support generation of custom metrics based on the user’s voice agent purpose. Below is a list of various types of metrics users can pick to evaluate calls.Boolean
Boolean
This metric directly affects the success/failure of a call.
It evaluates adherence to specific workflow steps, resulting in a simple true/false outcome, indicating whether the workflow was followed correctly.
Example - if asked for discount by customer, the agent should offer 30% or less.
It evaluates adherence to specific workflow steps, resulting in a simple true/false outcome, indicating whether the workflow was followed correctly.
Example - if asked for discount by customer, the agent should offer 30% or less.
Rating
Rating
This metric does not affect the success/failure of a call.
This metric offers evaluation on a continuous scale, providing a score on a scale of 0-100%
This metric offers evaluation on a continuous scale, providing a score on a scale of 0-100%
Numeric
Numeric
This metric provides quantitative data for straightforward analysis, including metrics like latency, pitch.
Enum
Enum
This metric categorizes interactions into predefined categories, helping to identify patterns and trends by categorizing data.
Example - Was the customer happy, sad or frustrated?
Example - Was the customer happy, sad or frustrated?