# Voice agent metrics that matter · Vaakyo

> The metrics to track for AI voice agents (reach rate, completion, transfer rate, outcome rates, latency and cost per outcome) and what to do about each.

Source: https://vaakyo.com/blog/voice-agent-metrics

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# The metrics that tell you whether a voice agent is working

Call volume is not success. The handful of numbers worth watching every week, and how to act on each one.

The Vaakyo team 24 September 2026 2 min read

-   Analytics
-   Operations

A dashboard full of call counts tells you the agent is busy, not that it's good. These are the numbers we look at with teams every week.

## Reach rate (outbound)

The share of people you tried to call who actually picked up and talked. If it's low, the problem is usually timing (wrong hours), the number (unknown or unverified caller ID) or the list, not the agent. Try different calling hours and retries before changing the prompt.

## Completion rate

Of the calls that connected, how many reached the end of the agent's job: an appointment booked, an order confirmed, a promise to pay recorded. Low completion with long calls means the agent gets stuck; low completion with short calls means people hang up early, often at the greeting.

## Transfer rate and reasons

How often the agent hands over, and why. Some transfers are the right outcome. The useful number is how many transfers were routine requests the agent could have handled.

## Outcome rates

The business result your analytics fields record: confirmed vs cancelled orders, booked vs not booked, promised vs disputed payments. This is the number to compare with the period before you had an agent.

## Response time

How long callers wait after they stop speaking. Look at the slowest turns, not the average. If they cluster around tool calls, the tool is slow.

## Cost per outcome

Total cost of calls divided by the outcomes you care about (cost per confirmed order, per booked appointment). It's a better guide than cost per minute when you compare models, voices or scripts: a slightly more expensive setup that completes more calls is often cheaper per outcome.

## A weekly review

1.  Read five full transcripts: one success, one transfer, one early hang-up and two at random.
2.  Check the transfer reasons and the analytics fields with unexpected values.
3.  Make one change to the prompt or settings, and note it.
4.  Compare the numbers next week.

Small, regular changes improve an agent faster than big rewrites.

[Read next What a voice agent call costs, and how to keep it down](https://vaakyo.com/blog/voice-agent-call-costs)

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