Your agent's health metrics provide valuable insights into how well it's serving your customers. Understanding these metrics helps you make informed improvements.
Key Metrics Explained
Response Rate
The percentage of questions your agent successfully answers. A high response rate (90%+) indicates good knowledge coverage.
Accuracy Score
Based on user feedback and human review, this shows how often your agent provides correct information. Aim for 95%+ accuracy.
Average Response Time
How quickly your agent responds. Faster is generally better, but very fast responses might indicate incomplete answers.
Escalation Rate
The percentage of conversations that need human intervention. Lower is better, but some escalation is normal for complex issues.
Health Dashboard
Your dashboard shows these metrics in real-time with historical trends. Look for:
- Sudden drops: May indicate knowledge gaps or technical issues.
- Gradual decline: May indicate outdated information.
- Improving trends: Show your optimizations are working.
Acting on Metrics
| Metric | If Low | Action |
|---|---|---|
| Response Rate | Below 80% | Add knowledge for unanswered questions |
| Accuracy | Below 90% | Review and correct incorrect answers |
| Speed | Above 5 seconds | Consider faster model or optimize knowledge |
Setting Alerts
Configure alerts to notify you when metrics drop below your thresholds. This helps you catch and fix issues before they affect many customers.