This document covers voice channel monitoring in Analytics and Insights: call quality scoring, speech recognition accuracy, end-to-end latency tracking, barge-in rates, and DTMF fallback metrics for voice-enabled agents.
Navigation: Project → Insights → Voice Analytics
Date range selector: Use the toggle to select Today, 7d, or 30d.
KPI Metric Cards
| Metric | Description |
|---|
| Total Calls | Number of voice calls in the selected period. |
| Avg MOS | Average Mean Opinion Score for call quality on a scale of 1–5. Scores below 3.5 typically indicate noticeable quality issues. |
| ASR Quality | Automatic Speech Recognition quality score (0–100, higher is better). Measures how accurately the ASR engine transcribes the caller’s speech. |
| E2E Latency | End-to-end latency in milliseconds for the voice processing pipeline. Covers the full round-trip from user speech input through ASR transcription, LLM processing, and TTS output back to the caller. |
| Barge-In Rate | Percentage of calls where the caller interrupted the agent mid-response. A rising barge-in rate may indicate that responses are too long or latency is too high, prompting callers to cut in. |
| DTMF Fallback | Percentage of calls falling back to touch-tone (keypad) input, typically when ASR fails to understand the caller. A rising rate may indicate ASR quality issues or unsupported accents/languages. |
Trend Charts
| Chart | Description |
|---|
| Network Quality and Call Volume | Dual-axis chart plotting MOS scores and call count trends over the selected period. Use this to correlate call quality dips with volume spikes — quality often degrades during peak traffic if capacity-constrained infrastructure cannot keep up. |
| Speech Recognition Quality (ASR) | ASR quality scores plotted over time. Monitor for sustained degradation, which may indicate noisy caller environments, model drift, or the introduction of new vocabulary that the ASR model does not yet recognize. |
Track E2E Latency trends after model or pipeline changes. Even small latency increases (50–100ms) can affect caller experience and drive up barge-in rates.
