Trackers Best Practice: Monitor Your AI Agent for Success

Trackers are one of the most powerful tools in Quack AI for monitoring your AI agent’s real-world performance. By creating focused Trackers, you ensure ongoing visibility into your AI’s decisions - so you can review resolution statuses, spot trends, and take action quickly.

Why Use Trackers to Monitor Your AI Agent?

Trackers let you automatically capture and review conversations or tickets that match specific criteria, so you never miss important signals. This is especially valuable for:

  • Monitoring resolution status: Instantly see which tickets your AI agent is resolving successfully and where it’s struggling, with no manual effort.

  • Tracking escalations: Get a live, organized board of escalations, both expected and unexpected, so you can quickly review, audit, and improve your AI workflows.

  • Surface trends and exceptions: Identify patterns, recurring issues, or outliers in AI agent performance to drive better training and updates.

Best Practices for Using Trackers with Your AI Agent

  1. Set up Trackers for Resolution Status

    • Create a dedicated Tracker to capture tickets based on their resolution status.

    • Review this Tracker regularly to understand how often your AI agent resolves cases independently versus needing escalation.

  2. Track Both Expected and Unexpected Escalations

    • Use separate Trackers for expected escalations and unexpected escalations (cases the AI should have handled, but didn’t).

    • This approach helps you pinpoint exactly where your AI agent may need more training or adjustments.

  3. Review and Take Action

    • Use your escalation Trackers to quickly audit recent cases. Investigate root causes for unexpected escalations and make targeted improvements to your AI agent.

    • Share Tracker boards with your QA or product teams to drive better collaboration and faster issue resolution.

  4. Create New Trackers as You Learn

    • For major changes in what you want to capture, create a new Tracker to keep your data accurate and your history clear.

Example Tracker Setups

  • Resolution Status Tracker:
    Rules: Resolution Status = Resolved, Expected Escalation
    Columns: Captured, In Progress, Done

  • Unexpected Escalation Tracker:
    Rules: Resolution Status = Unexpected Escalation
    Columns: Captured, In Progress, Done

💡 Pro Tip:
The more consistently you use Trackers to monitor your AI agent, the faster you’ll spot gaps, improve automation, and drive better outcomes for your team and customers.