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Key Performance Metrics Reporting

The Key Performance Metrics section provides a real-time snapshot of how your AI engagement campaigns are performing across calls, messages, and conversions. This dashboard is designed to help you quickly assess operational efficiency, agent responsiveness, cost-effectiveness, and overall audience engagement.

Metrics Breakdown

Dial to Transfer Rate

  • Measures the percentage of outbound calls that result in an AI-initiated transfer to a live agent.

  • A higher rate means your AI Agents are effectively qualifying contacts.

  • Performance Benchmarks:

    • < 0.3%: Contacts have NO Intent to Answer. CHECK DATA!

    • 0.3% - 0.55%: Campaign Optimization Needed.

    • > 0.65%: Generally in GOOD Standing.

Total Transfers

  • Tracks the total number of times AI Agents successfully initiated a transfer to a live agent.

  • A transfer is counted once the AI Agent starts the transfer process, even if the live connection is not completed.

  • If your Billable Transfer Rate is low (e.g., low 30% range), investigate issues like Transfer Delays or agent availability.

Cost Per Transfer

  • Displays the average cost incurred for each AI-initiated transfer to a live agent.

  • Useful for understanding your campaign's cost-efficiency and optimizing budget allocation.

Average Transfer Delay

  • Measures the average time between the AI Agent starting the transfer and the live agent accepting it.

  • Helps identify bottlenecks in the handoff process.

  • Performance Benchmarks:

    • > 20 seconds: Must Improve your Live Agent pick-up time. Critical!

    • 13-20 seconds: Slow. Needs Attention.

    • < 12 seconds: Optimal.

AI Billable Transfer Rate

  • Tracks the percentage of AI-initiated transfers that qualify as billable.

  • Important for financial tracking and ensuring campaign success.

  • Performance Benchmarks:

    • < 30%: Must Pause and Improve! Low Performer!

    • 30-50%: Decent Performance. Fine-tune for Better Results.

    • > 55%: Great Campaign Performance. Let's go!

AI Conversion Rate

  • Measures the percentage of engagements where an AI Agent achieved a defined outcome (e.g., appointment booked, lead qualified).

  • Performance Benchmarks:

    • < 5%: Must improve the AI Agent! Low Performer!

    • 5-10%: Decent Performance. Fine-tune for Better Results.

    • > 11%: Great Agent Performance. Let's go!

Message Click Rate

  • Measures the percentage of outbound SMS or MMS messages where contacts clicked on a link inside the message.

  • Helps gauge the effectiveness of your messaging.

  • Performance Benchmarks:

    • < 2%: Must improve the SMS Campaign! Low Performer!

    • 3-7%: Decent Performance. Fine-tune for Better Results.

    • > 8%: Great Messaging Performance. Let's go!

Purpose of the Dashboard

The Key Performance Metrics dashboard helps you:

  • Monitor the effectiveness of AI-led conversations.

  • Evaluate the efficiency of call handling and transfer processes.

  • Optimize costs associated with AI operations.

  • Identify areas for improvement in live agent handoffs and message engagement.

This dashboard gives you a powerful, easy-to-read view of how your AI agents are contributing to business growth across voice, SMS, and email channels.

Tip: You can view changes compared to the previous month to spot trends and refine your campaigns over time.