Understanding AI performance metrics
Beyond individual transcripts, HAB surfaces performance metrics that show how your AI receptionist is doing overall. Here's what they mean and how to use them.
Key metrics
| Metric | What it measures | What a healthy number looks like |
|---|---|---|
| Response time | How quickly HAB replies to the customer. | Fast and consistent — HAB answers right away. |
| Fallback rate | How often HAB couldn't answer and had to take a message or hand off. | Lower is better. |
| Conversion rate | Share of conversations that ended in a booked appointment. | Higher is better. |
| Containment | Share of conversations HAB handled fully on its own. | Higher is better. |
How to read them
- A rising fallback rate usually means your Knowledge Base is missing answers customers are asking for. Review recent conversations and add the gaps.
- A low conversion rate with a healthy fallback rate often points to availability — make sure your Calendar has open slots to offer.
- Response time should stay quick and steady; a sudden change is worth a closer look.
Turn metrics into action
- Check your metrics weekly on the Dashboard.
- When one moves the wrong way, open Conversations to see why.
- Fix the root cause — usually a Knowledge Base gap or a calendar/availability issue.
- Recheck the metric the following week.
Tip: Don't chase a perfect score. Aim for steady improvement: each FAQ you add and each calendar slot you open tends to nudge fallback down and conversion up.
Was this helpful?