Agent Health
Understanding Agent Health Metrics
The Agent Health page is your bird's-eye view of how well your AI is performing. By monitoring these four key metrics, you can ensure your customers are getting accurate information and a great experience.
1. Knowledge Coverage
This is the most critical metric. It represents the percentage of user queries that were successfully addressed using your approved facts in the Knowledge Hub. If this number is low, it means your users are asking questions that your Agent hasn't been trained on yet.
2. Answer Efficiency
Efficiency measures how "final" your Agent's answers are. A high percentage means the Agent is giving complete answers that solve the user's problem without them needing to ask follow-up questions.
3. Human Escalations
This tracks the percentage of conversations where the Agent couldn't solve the issue and the user asked for a human. While some escalation is normal, a high number here usually points to a gap in your training data.
4. Total Conversations & Engagement
We also track Total Conversations and the Average Messages per Chat. This helps you understand the volume of traffic your Agent is handling and how deep the conversations usually go.
What’s Next?
Now that you know what the metrics mean, let's look at how to use your performance data to make your Agent even smarter.