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Call metrics summarize response time, turn-taking, silence, word counts, engagement, confidence, and emotional trajectory metrics for one call.

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Get Call Metrics

GET /api/v1/calls/{call_id}/metrics
Authorization: Bearer YOUR_TOKEN
If metrics are already stored, Burki returns them from the database. If they are missing, Burki calculates them from transcripts and stores them when possible.
Response
{
  "avg_response_time": 1.42,
  "fastest_response_time": 0.8,
  "response_time_std": 0.31,
  "conversation_flow_score": 82,
  "engagement_score": 76,
  "user_percentage": 47,
  "ai_percentage": 53,
  "user_turns": 12,
  "ai_turns": 13,
  "avg_customer_response_time": 1.8,
  "avg_ai_response_time": 0.9,
  "fastest_customer_response": 0.7,
  "fastest_ai_response": 0.4,
  "slowest_customer_response": 4.2,
  "slowest_ai_response": 2.1,
  "avg_customer_turn_duration": 3.6,
  "avg_ai_turn_duration": 2.9,
  "longest_customer_monologue": 18.2,
  "longest_ai_monologue": 12.4,
  "avg_silence_duration": 0.7,
  "awkward_silences_count": 1,
  "total_silence_time": 9.4,
  "silence_percentage": 7.8,
  "total_customer_words": 420,
  "total_ai_words": 510,
  "customer_words_per_minute": 112.5,
  "ai_words_per_minute": 124.7,
  "avg_customer_words_per_turn": 35.0,
  "avg_ai_words_per_turn": 39.2,
  "total_speaking_time_customer": 43.2,
  "total_speaking_time_ai": 48.1,
  "speaking_time_ratio": 0.9,
  "interruption_count": 0,
  "avg_confidence_customer": 0.94,
  "avg_confidence_ai": 0.98,
  "low_confidence_segments_count": 0,
  "avg_user_frustration": 0.12,
  "avg_user_stress": 0.18,
  "interaction_sentiment_delta": 0.22,
  "frustration_scores_ts": [
    {
      "t": 12.4,
      "score": 0.1
    }
  ],
  "stress_scores_ts": [
    {
      "t": 12.4,
      "score": 0.2
    }
  ],
  "price_sensitivity": 0.0,
  "primary_intent": "reschedule_appointment",
  "intent_resolved": true,
  "ai_response_accuracy": 0.86
}

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Recalculate Call Metrics

PATCH /api/v1/calls/{call_id}/metrics
Authorization: Bearer YOUR_TOKEN
Forces recalculation and overwrites existing metrics. Use this when:
  • Previous metrics were generated before an algorithm update.
  • LLM-based metrics used a misconfigured key.
  • You need to rerun analytics for the same transcript.

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Error Responses

StatusCause
404Call was not found in the authenticated user’s organization
500Unexpected metrics calculation or persistence error