Critical Success Measures

NiCE

50% of customer service orgs will fail to effectively scale AI agents by 2028

Getting AI agents live is only the beginning. The next step is understanding how they perform against business goals. This Gartner report lays out the technical and business measures to monitor, from task success rate and plan adherence to cost per resolved contact, so you can evaluate AI agent performance and business impact instead of guessing at it. See what to track, and why legacy software metrics fall short for agents that reason, plan, and act.

Inside this report:

• Technical KPIs for workflow and reasoning accuracy
• Financial measures to control token and API costs
• Guardrail metrics to monitor risk and knowledge drift
• Business measures that tie AI agents to CX results
• The measurement framework behind AI agents that scale

The measurement framework behind AI agents that scale. 

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