Quality score
Performance against your custom QA rubric and critical-failure logic.
Agent performance metrics
AI Agent Performance Metrics for Human and AI Teams
Track quality in real time, surface coaching opportunities faster, and connect agent performance metrics to customer outcomes across human and AI interactions.
Agent performance metric summary
Strong agent performance measurement connects behavior to customer outcomes. Oversai combines automated quality scores, compliance, resolution evidence, sentiment impact, escalation patterns, and trend monitoring across human and AI agents.
- Measure quality and customer impact together
- Use the same operating view for human and AI agents
- Trace every score to interaction evidence
- Route exceptions into coaching and investigation
Performance Scorecards
Track quality, compliance, and resolution quality with configurable scorecards for human and AI agents.
Coaching Signals
Detect recurring behaviors and prioritize targeted coaching by impact.
Trend Insights
Monitor performance trends by team, queue, channel, and issue type over time.
Metrics that matter
Measure the behavior and the customer outcome.
Resolution quality
Whether the interaction solved the need accurately and completely.
Compliance
Required language, process, disclosures, and prohibited behavior.
Escalation behavior
When and why human or AI agents transfer, defer, or fail to resolve.
Sentiment impact
How customer sentiment and effort change through the interaction.
Performance drift
Changes by agent, team, model, queue, channel, topic, and time period.
Monitor all your performance metrics at a glance
View all your configured monitors in one place. See which agent metrics are healthy, which are approaching thresholds, and which need immediate attention for both human and AI agent operations.
Configure thresholds and alerts for proactive coaching
Set thresholds for quality, compliance, and behavior metrics. Get alerts when performance enters risky zones so leads can coach faster and protect customer experience.
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