Key metrics:
- Routing accuracy: Percentage of routed conversations where reviewers agree with the decision.
- Override rate: Frequency of manual overrides by supervisors or users.
- Latency impact: Additional response time introduced by routing decisions.
- Trust sentiment: Survey or in-product ratings before and after routing events.
- Incident count: Number of policy violations that slipped through or false alarms that disrupted workflows.
Set thresholds that trigger investigations (e.g., accuracy dips below 92% over a week, sentiment drops by 10 points).