Krisp AI Speech Analytics: Call Metrics

Who can use this feature?

Plan: Call Center AI
Managed from: Admin Portal
User type: Admin, Analyst

Call metrics evaluate agent performance automatically after each call, based on the call transcript. Each call is scored against a defined set of criteria, and results are visible in the Admin Portal both at the individual call level and aggregated across agents and teams.

Metrics are fully customizable per team. The configuration is handled by the Krisp team during rollout.

Default metrics

The following five metrics are active by default for all teams with Krisp AI Speech Analytics enabled. Each metric produces a score of 1 to 3.

Metric	What it evaluates
Call Opening	Whether the agent made a clear introduction, verified the right person and context, and confirmed the reason for the call before proceeding.
Active Listening	Whether the agent listened attentively, acknowledged the customer's concerns, asked appropriate follow-up questions, and avoided interrupting.
Tone and Professionalism	Whether the agent maintained a polite, confident, and professional tone throughout the call, including during moments of customer frustration.
Problem Solving	Whether the agent accurately identified the customer's issue, provided a clear and effective solution, and explained it in an understandable way.
Call Closing	Whether the agent confirmed resolution, set clear next steps, and ensured the customer had no remaining needs before ending the call.

Scoring

Individual metric scores

Each metric produces a score from 1 to 3. Depending on the score:

1: None of the evaluation criteria were met
2: Some criteria were met
3: All criteria were met.

Call Score

The Call Score is a composite score that combines all five metric results into a single 0–100% value. Each metric is weighted differently in the final calculation. The default weights are:

Metric	Default weight
Call Opening	10%
Active Listening	15%
Call Closing	15%
Tone and Professionalism	20%
Problem Solving	40%

A score of 1 converts to 0%, a score of 2 to 50%, and a score of 3 to 100% for the purpose of this calculation.

Manual score override

Admins can manually adjust a metric score on an individual call if the AI-generated result does not accurately reflect what happened. An edit option is available next to each score in the call detail view.

Hint

Metric weights are configurable per team and are set up with the Krisp team during rollout. To request a change to your team's weights:

If Speech Analytics is not yet enabled for your team: Contact your Account Executive or reach out to sales@krisp.ai.
If your team is already using Speech Analytics: Contact the Customer Engineering team at support@krisp.ai.

Viewing metrics in the Admin Portal

Metric results are available in three places in the Admin Portal:

Calls section: Scores for each metric and the Call Score are visible directly in the calls table. You can filter by agent or sort by score to surface calls that need attention. To access the calls list:
Call details page: Opening a specific call shows the full metric breakdown, including the criteria evaluated for each score and a justification for the result.
Performance section: Agent-level metric averages over time, with trend lines per metric. Use this view to track improvement and identify coaching opportunities across your team. To access the Performance view:

Metric visibility

Each metric has a Visible to setting that controls where the score appears. Depending on your selection:

Admin: The score is visible in the Admin Portal only
Agent: The score is visible in the Live Widget if Agent Assist is available for the team
Both: The score appears in both the Admin Portal and the Krisp Live Widget (Agent Assist).

This setting lets you control which scores are shared with agents and which are used only for supervisor review.

Customization

The default metric set applies to all teams when the feature is first enabled. Admins can extend the metric set by adding from a built-in library directly in the Admin Portal. Available library metrics include:

Metric	What it evaluates
Net Promoter Score	Estimates how likely the customer is to recommend the service to a friend or family member, based on the call conversation.
Issue Resolution	Whether the customer's original issue was resolved during the call. Returns Yes, No, or N/A.
Pitched	Whether the agent offered additional services or products beyond the customer's original request. Returns Yes, No, or N/A.
Enrollment	Whether the customer agreed to an additional service or offering presented during the call. Returns Yes, No, or N/A.
Resolution rate (%)	Percentage of evaluated calls where the customer's issue was resolved.
Enrollment rate (%)	Percentage of evaluated calls where the customer agreed to an additional offering.
Conversion rate (%)	Percentage of calls where a pitch was made that resulted in customer enrollment.

To add a metric from the library:

Go to Products >>> Speech Analytics >>> Manage metrics
Select a metric to add it to your team.

If your team requires metrics that are not in the library, you can submit a custom metric request in any format. The Krisp team will review and evaluate the request before implementation.