📊Voice Agent Metrics
Understand your Voice Agent's performance with the Metrics tab — track call volume, connection rates, credit usage, and call outcome breakdowns.
The Metrics tab gives you a real-time overview of how your Voice Agent is performing. It shows key performance indicators, a daily call breakdown by outcome, and a contact conversion funnel — all filterable by date range.
To access it, open any Voice Agent and click the Metrics tab in the top navigation bar.
Date Range Filter
At the top of the Metrics tab, a date picker lets you select a custom date range. By default, it shows the last 30 days. You can:
Click the date range field to select a start and end date.
Click Clear to remove the filter and show all available data.
All metrics, charts, and the funnel update automatically when you change the date range.
KPI Cards
The top row displays five summary cards for the selected date range:
Credits Used
Total credits consumed by this agent's calls during the selected period. Each call consumes credits based on duration and voice provider costs.
Total Calls
The total number of call attempts made by this agent, including calls that did not connect.
Contacts Called
The number of unique contacts dialed. A single contact may have multiple call attempts.
Connection Rate
The percentage of contacts that had at least one connected call. Calculated as: (contacts with a connected call / total contacts) x 100.
Avg. Call Duration
The average duration of all calls, displayed in minutes and seconds (e.g., 01m 46s).
Calls Made Chart
The Calls Made line chart shows daily call volume over the selected date range. A white dashed line represents Total Calls per day. Each colored line represents a specific disconnection reason — the reason a call ended.
Click any label in the legend to show or hide that specific line on the chart. By default, only Total Calls is visible; the individual disconnection reasons are hidden until you click them.
Disconnection Reasons
Each call ends with a disconnection reason. These are the possible outcomes:
User Hangup
The person being called hung up the phone. This is the most common outcome for connected calls.
Agent Hangup
The AI agent ended the call. This typically happens when the agent completes its task (e.g., finishes a survey, confirms an appointment) or triggers an End Call action.
Call Transfer
The call was successfully transferred to another number using the Transfer Call agent action.
Voicemail Reached
The call reached a voicemail system. The agent either left a message or hung up, depending on your Voicemail Detection settings.
Inactivity
The call was disconnected due to silence. Neither the agent nor the contact spoke for the configured silence timeout. See End Call on Silence.
Max Duration Reached
The call hit the maximum allowed duration and was automatically ended. See Max Duration.
Dial No Answer
The call was placed but the contact did not pick up (rang until timeout).
Dial Busy
The contact's line was busy.
Dial Failed
The call could not be placed due to a dialing error (e.g., invalid number format).
Invalid Destination
The phone number is not a valid or reachable destination.
Telephony Provider Permission Denied
The telephony provider blocked the call, typically due to regulatory restrictions or insufficient permissions on the phone number.
Telephony Provider Unavailable
The telephony provider is temporarily unavailable or experiencing issues.
Error Dapta
An internal error occurred on Dapta's side during the call.
Error ASR
An Automatic Speech Recognition (ASR) error occurred — the system failed to process the audio.
Error No Audio Received
The call connected but no audio was received from the contact's side.
Error Unknown
The call ended for an unidentified reason.
Concurrency Limit Reached
The call was dropped because the maximum number of simultaneous calls was reached.
Marked as Spam
The call was flagged as spam by the carrier or the contact's device.
User Declined
The contact actively declined the incoming call.
High volumes of Dial No Answer, Voicemail Reached, or Dial Busy are normal for outbound campaigns. If you see frequent Error Dapta or Telephony Provider errors, contact Dapta support.
Contact Funnel
The Contact Funnel shows how contacts progress through three stages, visualized as a funnel chart with percentages relative to total contacts.
Total Contacts (100%)
The total number of unique contacts the agent attempted to call during the selected period.
Connected
Contacts where at least one call was answered (the contact picked up). Shown as a percentage of total contacts.
Successful
Contacts where at least one call was marked as successful. A successful call means the agent completed its intended task (e.g., delivered a message, booked an appointment, completed a survey). Shown as a percentage of total contacts.
The funnel helps you identify where contacts drop off. A large gap between Connected and Successful may indicate issues with your agent's prompt or conversation flow. A large gap between Total Contacts and Connected may suggest calling at suboptimal times or dialing invalid numbers.
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