3
AC
Diagnostics/Voice Metrics

Voice-Specific Metrics

Turn-taking, ASR, TTS and conversation-quality signals beyond standard APM telemetry.

Turn-taking

19 metrics

Time to first audio

410ms

good

Time to first response

820ms

warn

End-of-turn detection delay

180ms

good

Response gap

640ms

good

Interruptions by customer

6.2%

neutral

Interruptions by agent

2.1%

good

Successful barge-ins

71%

warn

Failed barge-ins

29%

warn

Double talk

3.1%

neutral

Crosstalk

1.4%

good

Overlap duration

420ms

neutral

Silence duration

1.8s

warn

Dead-air events

18/h

bad

Premature response

2.4%

good

Late response

5.8%

warn

Agent monologue duration

12.4s

neutral

Customer monologue duration

8.1s

neutral

Average turn duration

4.2s

good

Conversation turns

11.3

neutral

Speech recognition (ASR)

15 metrics

ASR latency

210ms

good

Partial-transcript latency

95ms

good

Final-transcript latency

240ms

good

Word error rate (ref)

8.4%

warn

ASR confidence

0.91

good

Low-confidence word rate

6.2%

warn

Entity-recognition accuracy

93%

good

Number-recognition accuracy

88%

warn

Date-recognition accuracy

91%

good

Name-recognition accuracy

86%

warn

Language-detection accuracy

98%

good

Code-switching performance

0.84

neutral

Accent-specific performance

varies

neutral

Background-noise impact

med

warn

Repeated-question rate (ASR)

4.1%

warn

TTS

16 metrics

TTS TTFB

120ms

good

TTS time to first audio

190ms

good

TTS generation duration

340ms

good

Playback interruption

2.2%

good

Audio clipping

0.4%

good

Pronunciation errors

1.1%

good

Speaking rate

148 wpm

good

Volume consistency

0.93

good

Pitch consistency

0.91

good

Voice stability

0.94

good

Unnatural pause score

0.18

good

Naturalness score

0.88

good

Emotional-tone alignment

0.79

warn

Incorrect-language output

0.1%

good

Empty-audio generation

0.05%

good

Truncated-audio generation

0.3%

good

Conversation quality

25 metrics

Task completion

91.4%

warn

Goal completion

89.1%

warn

Containment

78.2%

good

Transfer success

94%

good

Resolution

86%

warn

First-call resolution

72%

warn

Repetition

5.4%

warn

Conversation loops

2.1%

good

Context retention

0.90

good

Intent accuracy

0.92

good

Entity accuracy

0.91

good

Factual accuracy

0.94

good

Relevance

0.89

good

Helpfulness

0.87

good

Conciseness

0.81

warn

Empathy

0.78

warn

Professionalism

0.95

good

Personalization

0.70

warn

Tone adherence

0.88

good

Brand adherence

0.91

good

Policy adherence

0.96

good

Customer frustration

0.18

warn

Customer effort

0.34

warn

Conversation coherence

0.90

good

Recovery after misunderstanding

0.76

warn