Quick Answer
KPI dashboards translate eval signals into operational decisions. They help teams track quality, risk, and business impact on a predictable cadence.
TL;DR
- Pick a small set of KPIs tied to risk and outcomes.
- Define thresholds and release gates for each KPI.
- Review metrics on a fixed weekly and monthly rhythm.
FAQ
Which KPIs matter most?
Prioritize severity-weighted error rate, policy adherence, and user impact (escalations, refunds, CSAT).
Who owns the dashboard?
Typically a PM or eval lead with strong partnership from engineering and support to close the loop.
How do I avoid vanity metrics?
Only track metrics that map to decisions. If a metric does not trigger an action, remove it.
Why KPIs Matter for Trust
Dashboards aren't just reporting. They define what the team optimizes for. A good KPI set makes risk visible, aligns priorities, and builds confidence across stakeholders.
Important
The examples below use mock data for demonstration. Use aggregated and anonymized data in production dashboards.
KPIs That Matter (PM View)
| Category | KPIs | Why it matters |
|---|---|---|
| Product Health | Daily sessions, response type mix, escalation/blocked rate | Shows usage patterns and coverage gaps. |
| Trust & Quality | Negative feedback rate, low-confidence rate, citation coverage | Signals risk before it becomes a support issue. |
| Performance | Median latency, p95 latency, % over SLA | Users abandon slow agents even if answers are correct. |
| Retrieval Health | Docs retrieved, post-filter ratio, empty-context rate | Weak retrieval drives hallucinations and low relevance. |
| Safety & Risk | Blocked queries, policy violations, high-risk intent errors | Critical for governance and executive sign-off. |
Example Dashboard (Mock)
PM Playbook: Signals → Actions
| Signal | Interpretation | Action |
|---|---|---|
| Negative feedback spikes | User trust issue or regression | Audit top intents, fix retrieval gaps, add high-risk tests |
| Low-confidence rate > 10% | Model unsure or missing context | Improve context quality, tighten guardrails, add clarifying steps |
| p95 latency > SLA | UX drop-off risk | Optimize retrieval, cache, reduce prompt size |
| Blocked queries rising | Mismatch between policy and user need | Review policy rules, clarify UX copy, add safe alternatives |
| Response mix shifts | New intent drift or missing docs | Update golden set, add new docs, re-rank retrieval |
Operating Rhythm
- Weekly: PM reviews KPI deltas with Eng and Support.
- Release gates: Block if high-risk KPIs regress.
- Monthly: Refresh golden set + update thresholds.
Tools & Templates
Use these resources to operationalize your dashboard and reporting rhythm.