Monitoring in the Agent Development Lifecycle
Key Takeaway
Monitoring is the ADLC phase where you measure a live agent against the outcome-based goals you set in Ideate. To check goals such as case deflection and escalation, review the Effectiveness metrics in Agent Analytics.
Monitoring is the last phase of the Agent Development Lifecycle (ADLC). In this phase you watch a deployed agent work with real users, and you measure how well it meets the goals you set at the start. What you learn feeds the next round of building, testing, and deploying, so the agent keeps improving over time.
Monitoring in the ADLC
The ADLC moves through five phases in a repeating cycle of continuous improvement:
- Ideate
- Build
- Test
- Deploy
- Monitor
Monitor is not an end point, because its insights start the next round of changes.
Monitoring depends on work done in the Ideate phase. In Ideate you set measurable, outcome-based goals, also known as KPIs, by which to measure success. For example, a service agent might aim for case deflection above 80%, escalations to humans below 25%, and abandonment below 5%.
These goals shape how you build the agent, what you test, and what you watch after launch.