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Overview

Metrics are about collecting facts and data from each call - objective measurements that help you understand what happened during conversations. From performance indicators like response_time to custom business metrics, Roark provides comprehensive data collection and analysis. Metrics Dashboard

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How Metrics Work

Every metric in Roark is collected at multiple levels:
  • Per Speaker: Track metrics for each participant (agent, customer)
  • Global: Aggregate metrics across the entire call
  • Filterable: Use our Reports functionality to filter and analyze what matters to you
For example, response_time is tracked for:
  • The agent’s response times
  • The customer’s response times
  • Overall response patterns throughout the call

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Metric Categories

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Performance Metrics (Deterministic)

Fully deterministic calculations based on call data:
  • Response Time: How quickly each party responds
  • Talk Time: Speaking duration per participant
  • Silence Duration: Gaps and pauses in conversation
  • Overlap/Interruptions: When speakers talk over each other
  • Latency: Technical performance indicators

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Emotion & Sentiment (Voice Analysis Models)

Powered by specialized voice analysis models:
  • Sentiment Tracking: Positive, negative, neutral trends
  • Emotion Detection: 64+ emotions identified
  • Vocal Cues: Tone changes, raised voice, sighs
  • Stress Indicators: Frustration, confusion, anger

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Business Metrics (LLM-Powered)

Custom metrics powered by large language models:
  • Task completion indicators
  • Compliance checking
  • Quality scoring
  • Custom business KPIs

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Metrics Marketplace

Enable pre-built metrics from our marketplace:

Customer Service

First call resolution, escalation rate, satisfaction

Sales

Conversion rate, objection handling, upsell success

Technical Support

Issue resolution, troubleshooting efficiency, accuracy

Healthcare

HIPAA compliance, empathy scoring, appointment booking

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Custom Metrics

Define your own metrics tailored to your business needs:

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Creating Custom Metrics

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Custom Metric Configuration

1

Define the Metric

Name your metric and describe what it measures
2

Set Collection Rules

Specify when and how to collect the metric (per speaker, global, or both)
3

Configure Analysis Prompt

Define the LLM prompt or calculation method
4

Test & Deploy

Test on sample calls before enabling globally

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Metric Types & Processing

Performance metrics are calculated using exact formulas:
response_time = timestamp_response - timestamp_question
No AI involved, 100% consistent results

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Using Metrics Data

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Real-Time Monitoring

  • View metrics as calls happen
  • Set alerts for threshold breaches
  • Track performance against targets

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Historical Analysis

  • Trend analysis over time
  • Compare agent performance
  • Identify patterns and outliers

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Reporting & Export

Access metric data through:
  • Reports Dashboard for visual analytics
  • API endpoints for programmatic access
  • CSV exports for external analysis

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Best Practices