Call center operationsHow to Measure an AI Voice Agent After Launch
The metrics that show whether an AI voice agent is working: containment, resolution, transfers, accuracy, caller experience, compliance and cost.
Blog category
Call center operations
Metrics, staffing, quality and the day-to-day work of running phone teams.
Call center operations
Call center operationsCost per Call: A Simple Model for Pricing Call Automation
How to calculate your real cost per call and build a simple model to compare people with AI agents, without the usual mistakes.
Call center operationsCall Center QA With Transcripts: Reviewing Every Call
Most QA teams review a tiny sample of calls. How transcripts and automatic checks let you review every call, and how to keep it fair for agents.
Call center operationsDesigning the Handoff: When an AI Agent Should Transfer
When an AI agent should transfer a call, warm vs cold transfers, what context to pass to the person, and what to do when nobody is free.
Call center operationsFirst Call Resolution: How to Measure It Honestly
First call resolution (FCR) is the share of issues solved on the first contact. Three ways to measure it, their blind spots, and what actually moves the number.
Call center operationsAverage Handle Time: What It Measures and When to Ignore It
Average handle time (AHT) is talk, hold and wrap-up time divided by calls. How to calculate it, what pushes it up, and when chasing it backfires.
Call center operationsIVR vs AI Voice Agents: What Actually Changes for Callers
Phone menus route calls. AI voice agents resolve them. A practical comparison of IVR and conversational AI on cost, caller experience, setup and risk.