Skip to main content

​
Metrics

Zild Insight provides structured KPIs across multiple domains.

​
1. Conversation Metrics

  • Total conversations
  • Active conversations
  • Closed conversations
  • Average duration
  • Messages per conversation
  • Response latency
These measure overall system load and efficiency.

​
2. Automation Metrics

  • Automated resolution rate
  • Escalation rate
  • Human takeover rate
  • Self-service completion rate
High automation rate indicates strong AI effectiveness.

​
3. Agent Metrics

  • Tool execution frequency
  • Tool success rate
  • Tool failure rate
  • Intent distribution
  • Low-confidence triggers
These metrics help refine agent configuration.

​
4. Workflow Metrics

  • Workflow trigger count
  • Completion rate
  • Failure rate
  • Retry rate
  • Execution latency
Ensures deterministic processes operate reliably.

​
5. Channel Metrics

  • Conversations by channel
  • Escalation rate by channel
  • Response latency by channel
  • Conversion rate (sales flows)
Enables channel-level optimization.

​
6. Voice Metrics (Zild Voice)

  • Call volume
  • Average call duration
  • Call transfer rate
  • Silence timeout rate
  • Transcript analysis
Voice analytics support call center automation optimization.

​
Optimization Strategy

Metrics help identify:
  • High-friction intents
  • Knowledge gaps
  • Workflow bottlenecks
  • Underperforming channels
  • Team workload imbalance
Continuous metric review improves AI ROI.