# Voice Agent Metrics

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.

<figure><img src="https://3835013762-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FCy5rSNtQmtqYCGzJlNEB%2Fuploads%2Fgit-blob-b21fb3848930c3ec4f8bf44832dac753199d892e%2Fvoice-agent-metrics-overview.png?alt=media" alt="Voice Agent Metrics tab showing KPI cards, Calls Made chart, and Contact Funnel"><figcaption></figcaption></figure>

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## 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:

<figure><img src="https://3835013762-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FCy5rSNtQmtqYCGzJlNEB%2Fuploads%2Fgit-blob-3229f996798c60f537a36808a2b82f1d60b05e68%2Fvoice-agent-metrics-kpi-cards.png?alt=media" alt="Five KPI cards showing Credits Used, Total Calls, Contacts Called, Connection Rate, and Avg. Call Duration"><figcaption></figcaption></figure>

| Metric                 | Description                                                                                                                                     |
| ---------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------- |
| **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.

<figure><img src="https://3835013762-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FCy5rSNtQmtqYCGzJlNEB%2Fuploads%2Fgit-blob-c52d25ce006665c7c49938539ff9dfa7c1d92741%2Fvoice-agent-metrics-calls-made.png?alt=media" alt="Calls Made line chart showing daily call volume broken down by disconnection reason"><figcaption></figcaption></figure>

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:

| Reason                                   | Description                                                                                                                                                                                                                                                                             |
| ---------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **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](https://docs.dapta.ai/ai-voice-agents/how-to-set-up-your-ai-voice-agent/voice-agent-settings-guide/conversation-settings-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](https://docs.dapta.ai/ai-voice-agents/how-to-set-up-your-ai-voice-agent/voice-agent-settings-guide/configure-call-end-call-on-silence). |
| **Max Duration Reached**                 | The call hit the maximum allowed duration and was automatically ended. See [Max Duration](https://docs.dapta.ai/ai-voice-agents/how-to-set-up-your-ai-voice-agent/voice-agent-settings-guide/configure-call-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.                                                                                                                                                                                                                                        |

{% hint style="info" %}
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.
{% endhint %}

***

## Contact Funnel

The **Contact Funnel** shows how contacts progress through three stages, visualized as a funnel chart with percentages relative to total contacts.

<figure><img src="https://3835013762-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FCy5rSNtQmtqYCGzJlNEB%2Fuploads%2Fgit-blob-8e91c5c6b58b8edcb7e0436ced9f14e94229a885%2Fvoice-agent-metrics-contact-funnel.png?alt=media" alt="Contact Funnel showing Total Contacts, Connected, and Successful percentages"><figcaption></figcaption></figure>

| Stage                     | Description                                                                                                                                                                                                                               |
| ------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **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. |

{% hint style="info" %}
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.
{% endhint %}