As AI evolves towards more 'agentic' capabilities – meaning AI that can proactively understand context, anticipate needs, and execute multi-step processes – the KPIs also need to adapt. Agentic ai cx kpis for contact center performance will focus more on:

Proactive Resolution Rate: How often the AI resolves an issue before the customer even explicitly states it.
Contextual Understanding Score: A metric for the AI's ability to retain and apply context across multiple turns or interactions.
Personalization Effectiveness: How well the AI tailors its responses and actions based on individual customer history and preferences.
Complex Task Orchestration: The AI's success rate in managing and completing multi-stage, interdependent tasks.

These advanced metrics will become increasingly important as AI voice agents become more sophisticated.