How Do I Measure if My AI Agent Is Actually Working?
KPIs: acceptance rate, cycle time, escalation rate, cost per outcome, and eval regression trends.
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Direct answer
Track outcome metrics, not vanity AI stats. Core four: draft acceptance rate, cycle time, escalation rate, cost per resolved item — plus monthly eval pass rate.
Key points
- Acceptance < 70% → procedure or skill problem
- Escalation at zero → Ask may be disabled (risk)
- Sample human review even when metrics look good
Dashboard minimum
| Metric | Target direction |
|---|---|
| Acceptance rate | ↑ |
| Time to draft | ↓ |
| Wrong-send incidents | → 0 |
| Human min/item | ↓ then plateau |
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