# Understanding Agent Health Metrics

Published @ 01/07/2026 •
NovaSupport Team Product Team

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- Gradual decline: May indicate outdated information.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.