Tag: Agentic AI KPI Metrics

I track KPIs at three levels. Operationally: containment rate (target >70%), p95 latency (<3s), and escalation rate. For quality: CSAT from a thumbs up/down widget, hallucination rate from sampled LLM-as-Judge scoring, and guardrail violation rate which must be zero. For business impact: support email volume reduction and cost per session — at 50 sessions/day on […]

I track KPIs at three levels. Operationally: containment rate (target >70%), p95 latency (<3s), and escalation rate. For quality: CSAT from a thumbs up/down widget, hallucination rate from sampled LLM-as-Judge scoring, and guardrail violation rate which must be zero. For business impact: support email volume reduction and cost per session — at 50 sessions/day on […]