Handoff Fidelity Threshold

Handoff Fidelity Threshold is the minimum rate at which a voice agent must correctly recognize when to stop talking and route a caller to a human, a named person, or a scheduled callback. Below that floor, every other metric (latency, cost per minute, booking rate) becomes irrelevant, because the client's staff absorb the failures as unbilled rework. Agencies should measure it before pricing: pull 50 real call recordings, tag each escalation decision as correct, late, or missed, and convert the miss rate into weekly staff minutes. A clinic running Trillet for identity-verified intake will tolerate a different floor than a home-services shop running Goodcall for after-hours booking, since a misrouted clinical call carries compliance weight while a misrouted quote request only costs a callback. Set the threshold in the contract, then price the retainer against the labor that remains above it.