Avaya Infinity | AI Performance Index

Prove your AI is working, not just running

APIx is Avaya's framework for measuring AI in customer experience across outcomes, cost, and automation. This interactive tool explains the index in plain language and calculates an APIx score for your own operation in about five minutes.

Calculate your APIx score Learn APIx first
Illustration of an AI processor connected to analytics and agent workflows

Tutorial, part 1

What is APIx?

The AI Performance Index (APIx) is Avaya's framework for measuring AI performance in customer experience. It answers a question most dashboards cannot: Is your AI actually creating business value in live operations? Instead of tracking activity alone, APIx measures AI across outcomes, cost, and automation so the technology can be managed, improved, and held accountable over time.

Why legacy CX metrics no longer tell the full story

Contact centers spent decades optimizing average handle time (AHT), containment, and deflection. Those metrics still matter, but they were built for a world where humans did most of the work. When AI handles intake, guides agents, executes workflows, and resolves issues directly, activity metrics can look great while value quietly leaks out. Three traps to watch:

Faster is not always better

An interaction that ends quickly may have ended badly. Speed without resolution just moves the problem to the next contact.

Contained is not always resolved

A bot that keeps a customer out of the queue has not necessarily solved anything. Containment counts the handoff you avoided, not the goal you achieved.

Cheaper is not always smarter

A lower-cost interaction that damages quality, adds risk, or erodes customer trust is a loss dressed up as a saving.

Tutorial, part 2

The six dimensions of APIx

APIx looks at six measures together. Each card below shows the weight this calculator assigns to that dimension. The weights reflect a simple principle: resolving the customer's goal matters most, and everything else supports it.

Tutorial, part 3

How to use this calculator

You will enter numbers you likely already have in your contact center or CX analytics. Estimates are fine. The goal is a directional score you can improve, not an audit.

  1. Gather five numbers before you start

    Monthly interaction volume, the share AI touches, your AI platform spend, your fully loaded human cost per resolved contact, and your resolution rate. Everything else can be estimated with the sliders.

  2. Work through the six dimension panels below

    Each panel matches one APIx dimension from the tutorial and explains exactly what to enter and where to find it.

  3. Watch the score update live

    Your composite APIx score, maturity tier, and cost-per-goal comparison recalculate as you type. Nothing is submitted or stored anywhere. The tool runs entirely in your browser.

  4. Read your recommendations

    The tool identifies your two weakest dimensions and suggests where to focus first, so the score becomes an action plan rather than a grade.

  5. Print or save your scorecard

    Use the button in the results section to produce a clean summary you can take into a budget meeting.

Interactive tool

Calculate your APIx score

All fields are pre-filled with typical mid-market values so you can see how the model behaves, then replace them with your own data.

Start fresh: set all numeric inputs to zero and clear all governance checkboxes.

Autonomous resolution

Of all interactions your AI touches, what percentage does it complete end-to-end with no human intervention? Pull this from your virtual agent or workflow analytics. Count only true end-to-end completions, not sessions that time out or transfer

35%
Goal completion

Across AI-involved interactions, how often was the customer's actual goal resolved? Use first contact resolution for AI-assisted contacts, post-interaction survey resolution rates, or repeat-contact analysis. Be honest: a transfer that later resolved does not count as AI goal completion.

62%
Intelligent economics

This panel calculates your AI cost per goal achieved, including variable costs such as tokens, inference, and data retrieval, and compares it with your human cost per resolution. Include platform licensing, usage charges, and a fair share of integration and maintenance in the monthly AI cost.

Tip: fully loaded human cost = (agent wages + benefits + overhead + tooling) ÷ contacts resolved. Most enterprises land between $6 and $18 per resolved contact.

Decision accuracy and hallucination rate

Accuracy is the share of AI decisions, answers, and routings that your QA process confirms as correct. The hallucination rate is the share of responses containing fabricated or incorrect information. If you do not measure these yet, sample 50 recent AI interactions and score them manually. Hallucinations are penalized at three times their rate because a single confident wrong answer costs more trust than a slow right one.

88%
4%
Sentiment-driven score

What share of AI-involved interactions end with neutral-to-positive or improved customer sentiment? Use your conversation analytics sentiment trend (start vs. end of interaction) or CSAT for AI-assisted contacts as a proxy.

70%
Outcome ownership and AI risk

Governance is scored on five practices. Check each one that is genuinely in place today, not planned.

Your scorecard

APIx results

Illustration representing an AI performance scorecard

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Dimension breakdown

Intelligent economics detail

AI cost per goal = monthly AI cost ÷ (monthly interactions × AI share × goal completion rate). If AI cost per goal is above your human cost, the economics dimension scores below 50.

Where to focus first


Quick answers

APIx frequently asked questions

What is APIx in customer experience?

APIx is Avaya's AI Performance Index. It is a framework for measuring AI across outcomes, cost, and automation so enterprises can understand real business impact over time, rather than relying on activity metrics alone.

How is APIx different from traditional KPIs like AHT and deflection?

Traditional KPIs show speed and volume. APIx goes further by measuring whether AI resolved the customer's goal, how accurate its reasoning was, what each successful outcome cost, and how the interaction affected customer and agent experience.

Why does AI measurement need to change?

Because enterprises are being asked to prove AI ROI in live production, not just show activity in a dashboard. As AI takes on more responsibility in customer interactions, leaders need clear visibility into outcomes, economics, and risk. Demos are the easy part; proving value in production is the hard part.

How does Avaya Infinity support APIx?

Avaya Infinity provides the foundation through real-time orchestration, broad enterprise data access, and analytics designed to explain not just what happened, but why. That helps enterprises measure AI intelligently and improve performance over time within enterprise controls for access, data oversight, and auditability.

Is this calculator an official Avaya scoring system?

The six dimensions come directly from Avaya's published APIx framework. The weights and formulas in this tool are a practical implementation designed to produce a directional, comparable score. Treat the result as a self-assessment and conversation starter, and refine the inputs as your measurement matures.

How often should we recalculate?

Monthly or quarterly. APIx is designed to be tracked over time. The trend line matters more than any single reading, because it shows whether your AI is becoming more accountable, more accurate, and more economical as it scales.

Contact us for more information

Built on the Avaya AI Performance Index (APIx) framework from Avaya Infinity. All calculations run locally in your browser; no data is transmitted or stored. Learn more at avaya.com.