In voice operations—especially those involving multiple carriers, high call volumes, and diverse channels—voice monitoring is often approached as a matter of collecting everything. However, this data overload rarely translates into smarter decisions.
When collection lacks technical criteria, the result is cluttered dashboards, operational noise, and attention focused on the wrong metrics. Therefore, the challenge is not about monitoring more, but about monitoring what truly matters.
In this article, you’ll understand which voice data points genuinely make a difference in mission-critical environments such as dialers, IVRs, enterprise telephony, and carriers. Furthermore, we’ll explore how these indicators enable more accurate diagnostics and optimization.
Why too much data can hurt more than help
It is tempting to believe that tracking everything brings safety. However, this often leads to noise rather than clarity. Many teams spend time and resources storing metrics that do not support root cause analysis or real-time action.
Moreover, this overload consumes bandwidth and increases the time to act. In telecom, where every second counts, operational focus becomes essential. As a result, working with fewer—but smarter—indicators leads to faster decisions.
Even more importantly, when teams lack prioritization, they tend to rely on assumptions. Consequently, performance and SLA compliance may be compromised.
Key metrics for effective voice monitoring
Below are essential technical indicators that enable precise and strategic voice monitoring. These metrics improve visibility, reduce guesswork, and support informed decisions.
MOS (Mean Opinion Score)
MOS quantifies voice quality on a scale from 1 (poor) to 5 (excellent), simulating how users experience audio in real time. As a result, it is widely used to compare routing and infrastructure options.
When to use:
- Identifying degraded voice quality across carriers
- Benchmarking multi-carrier environments
- Comparing gateways and codec impacts
ASR (Answer Seizure Ratio)
ASR measures the proportion of call attempts that result in successful connections. In other words, it reflects how many calls are actually answered.
When to use:
- Analyzing performance of dialing campaigns
- Identifying rejected or failed call attempts
- Detecting invalid or unreachable numbers
NER (Network Effectiveness Ratio)
While ASR includes user behavior (busy, no answer), NER filters it out and isolates technical network effectiveness. Therefore, it provides a better view of telecom infrastructure reliability.
When to use:
- Monitoring VoIP and SIP-I interconnect stability
- Differentiating between technical and behavioral issues
- Validating network-side packet loss or signaling errors
Unproductive call rates
Calls that reach voicemail, silent lines, or IVRs without resolution are considered unproductive. Unfortunately, many operations fail to track these interactions consistently.
As a result, agent time is lost, and operational costs increase. Fortunately, AI-driven classifiers can flag and discard unproductive calls before they impact live operations.
When to use:
- Improving the efficiency of predictive dialers
- Reducing wasted time on low-value interactions
- Boosting agent talk time per hour
Call trace and SIP signaling
Call trace tools display the full SIP dialog and signaling flow. Consequently, they make it easier to identify timeouts, rejection codes (e.g., 4XX, 5XX), or codec mismatches.
Additionally, SIP logs are critical for regulatory compliance and SLA accountability.
When to use:
- Diagnosing critical issues in call setup
- Verifying protocol compatibility across platforms
- Proving technical compliance in audits
How to select the right metrics for voice monitoring
Not all metrics apply to all operations. Therefore, the selection process must be aligned with your infrastructure, regulatory context, and business goals.
- Type of operation: outbound, inbound, blended
- Voice architecture: SIP-I, VoIP, cloud-based or hybrid
- Strategic objectives: quality, cost optimization, SLA compliance
- Legal requirements: GDPR, regulatory audit readiness
In short, customized monitoring delivers real value. Applying generic dashboards across operations introduces blind spots and increases operational risk.
Risks of focusing on the wrong data
Although it may feel safer to measure everything, ignoring key metrics can create serious problems. Here are the most common risks:
- Rework and escalation grow
Without clear root cause data, incidents are escalated unnecessarily. As a result, support becomes inefficient and slow. - Low-performance routes stay active
In the absence of voice quality scores, routing is often based on cost rather than performance. - Customer and partner trust is lost
Persistent voice issues create dissatisfaction, reputational risk, and account churn. - Agent productivity declines
Agents waste time on calls with no human interaction. In the long run, this inflates costs and reduces conversion rates. - Compliance becomes harder to prove
Without reliable records, passing telecom audits and meeting regulatory criteria becomes difficult.
In addition, missing or low-quality indicators reduce visibility and control in large-scale telecom operations.
The Khomp approach to voice monitoring
Khomp provides a portfolio of technical tools designed to enable smarter, more efficient voice operations. These platforms help telecom teams act based on data, not assumptions.
- Manager One: full control over voice routing, signaling, and technical indicators
- Insight: advanced dashboards and analytics for voice campaigns and infrastructure
- Analytics: the most accurate unproductive call classifier on the market, powered by artificial intelligence
Therefore, with these solutions, telecom operators, carriers, and contact centers can optimize routing, improve voice quality, and reduce costs without sacrificing visibility.
Throughout this article, you found links to Khomp platforms and related content. These resources help businesses like yours increase control, technical awareness, and long-term performance. Explore them and move forward toward a smarter voice operation.