Voice AI agents are transforming customer interactions—but are you tracking the right data to prove their value?

To optimize performance and improve user experience, you need actionable voice analytics. In this blog, we break down the key metrics you should be measuring and explain how they directly impact support quality, automation ROI, and customer satisfaction.

Why Voice Agent Analytics Matter

• Reveal performance insights beyond traditional KPIs
• Identify drop-off points and user frustration triggers
• Drive continuous improvement in workflows and training
• Validate the ROI of automation at scale

Top Voice Agent Metrics to Track

1. Call Completion Rate

Definition: % of calls fully handled by the voice agent without disconnection or escalation.

Why it matters: A high rate = better containment and user satisfaction.

2. Intent Recognition Accuracy

Definition: How often the AI correctly identifies the customer’s intent.

Insight: Critical for personalized support and successful task completion.

3. Escalation Rate

Definition: % of calls transferred to human agents.

Watch out: Sudden spikes can point to performance issues or gaps in training data.

4. Sentiment Score

Definition: Measures customer emotion during the interaction using voice tone and language.

Use Case: Alert supervisors to negative experiences in real-time.

5. Drop-Off Rate

Definition: % of users who hang up or abandon calls before resolution.

Fix It: Analyze conversation logs to improve confusing or repetitive flows.

6. Turn-Taking Latency

Definition: Time between user input and AI response.

Impact: Faster, more natural replies improve conversation fluidity.

7. Task Success Rate

Definition: % of calls where the user’s goal (e.g., status check, booking) is completed.

Goal: Higher completion = better CX and reduced repeat calls.

8. Average Interaction Duration

Definition: Total time spent in voice interactions.

Interpretation: Short isn’t always better. Balance speed with clarity and satisfaction.

Best Practices for Voice Analytics

• Integrate analytics with your CRM or support dashboard
• Use data to personalize flows for repeat users
• Track trends across regions, languages, or use cases
• Enable real-time alerts for unusual patterns

How Brainey Helps You Measure What Matters

Brainey's voice agents come with:

• Built-in analytics dashboard
• Real-time intent, sentiment, and drop-off tracking
• Integration-ready APIs for full CX visibility

Result: Clearer insights. Smarter decisions. Better support.

Final Thoughts

Data is what turns a good AI agent into a great one. By tracking the right voice analytics, you unlock the ability to continuously refine customer conversations, reduce costs, and grow satisfaction.

Want Voice AI that measures itself—and improves constantly? Talk to Brainey