INS 6.3 Interpret the voice health metrics

Metric	How it is presented
Pitch	In hertz, with an agent average and a range.
Pace	In words per minute. The page identifies a target of 130 to 160 words per minute.
Clarity	In decibels, as a signal-to-noise ratio. Higher is better.
Stability	As pitch variance. The interface states that a lower value indicates stress.
Signal Quality Flags	Issue groups, with the number of affected calls in each.
Hardware Distribution	The detected equipment classification and its share.
Recent Quality Alerts	Recent call-level signal issues, with dates.

Pace is a coaching measure, Clarity is an equipment measure. An agent outside the 130 to 160 range is a conversation about delivery. Low Clarity across an agent's calls is a headset or a room, and no amount of coaching moves it.

Hardware Distribution is your procurement evidence. If one equipment classification accounts for most of your poor-quality calls, that is the headset to replace, and this panel is what justifies the spend.

Read Stability carefully. A low value is described as indicating stress. Treat it as a wellbeing signal to look into with the agent, never as a performance finding in its own right.