Evaluating Results
After deployment, evaluate agent performance using a balanced scorecard that covers quality, reliability, speed, and cost.
6 min•By Priygop Team•Updated 2026
Agent Performance Scorecard
- Quality: task success rate (target ≥ 90%), human escalation rate (target ≤ 10%), customer satisfaction score
- Reliability: uptime (target ≥ 99.5%), error rate (target < 1%), retry rate (target < 15%)
- Speed: average task completion time, P95 latency, time-to-first-response
- Cost: cost per task, total monthly API spend, cost trend (improving or degrading)
- Safety: policy violations detected, prompt injection attempts blocked, audit log completeness
- Coverage: percentage of request types handled autonomously vs requiring escalation
Key Takeaways
- After deployment, evaluate agent performance using a balanced scorecard that covers quality, reliability, speed, and cost.
- Quality: task success rate (target ≥ 90%), human escalation rate (target ≤ 10%), customer satisfaction score
- Reliability: uptime (target ≥ 99.5%), error rate (target < 1%), retry rate (target < 15%)
- Speed: average task completion time, P95 latency, time-to-first-response