Recall how HEART translates into a balanced voice-agent metric set.
Recall HEART What does HEART remind you to measure? Flip to expand the metric set. Containment How should containment be used? HEART keeps efficiency inside a wider experience scorecard. Objection Executives only care how many calls the bot deflects. Use when a dashboard is too efficiency-heavy. Your line Deflection only counts if the caller's issue stays solved. Let's pair containment with seven-day repeat contacts. Do not reject containment; balance it. It connects efficiency to Retention. Task success What is a proof-of-success metric for appointment changes? Correct appointment updated plus confirmation text sent or confirmation number spoken. Proof turns a completed…
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