---
title: "Virtual Agent"
slug: "virtual-agent-success-measurement"
updated: 2026-04-07T07:15:46Z
published: 2026-04-07T07:15:46Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.knovvu.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Virtual Agent

KPI measurement evaluates the performance of a Virtual Agent (VA) and is measured using real customer interactions after the project goes live.

## Key Principles for KPI Measurement

### 1. Data Selection & Distribution
To ensure reliable KPI measurement and accurate data distribution:
* Customer interactions should be selected randomly from various time periods, such as weekdays, weekends, mornings, and evenings.
* No filters should be applied based on attributes like customer ID, emotional state, or channel, ensuring true data randomness.
* Both spoken and written customer requests should be evaluated, depending on the project scope.

:::(Info) (Important Note)
It is recommended to analyze **at least 100 interactions** for KPI measurement.
:::


### 2. Success Criteria for KPI Measurement

* An interaction is marked as "**successful (1)**" if the Virtual Agent provides the correct response to the customer’s request. If the response is incorrect, the interaction is marked as "**unsuccessful (0)**".
* If an interaction involves multiple requests, each request is evaluated separately.
    * Example: If a customer asks about their account balance and then inquires about the status of a card application, these are treated as two separate requests. Each request is evaluated independently for success.
* For voice interactions, exact word matching is not required; the interaction is considered successful if the customer receives the correct response. 
* The voice input used in the SR process must be clear, intelligible, and free from background noise or interruptions. Also, lossless encoding and compression methods should be utilized.

:::(Info) (Exclusions from KPI Evaluation)
Issues like missing or irrelevant data from web services or temporary service outages are not considered during KPI evaluation.
:::


### 3. KPI Measurement
The KPI accuracy is calculated as the ratio of successful responses to the total number of customer requests evaluated.
![image.png](https://cdn.document360.io/9bca2910-6a3b-4224-9470-43f91f9a6d57/Images/Documentation/image-GBB7CS6M.png){height="" width=""}

After reviewing the recommended number of interactions:
•	Successful responses are labeled as 1, and unsuccessful responses as 0.
•	KPI is calculated as the ratio of successful responses to the total number of customer requests reviewed.

**Example:**
* If 100 interactions are analyzed and a total of 150 customer requests are identified, and 135 of these requests are successful, the KPI is calculated as:

   (135 ÷ 150)*100 = 90%
   
   
:::(Info) (Important Note)
Please refer to **Training Virtual Agent** section of the SESTEK VA User Manual to learn how to evaluate the structure and content accuracy of the Virtual Assistant.
:::