KPIs

Virtual expert query resolution rate

Share of queries against a Virtual Expert that the coverage-disclosure mechanism answers, as opposed to declining as out of scope.

Formula

Answered queries ÷ total queries against a given Virtual Expert × 100

Illustrative target

No universal target — a high rate on a narrowly-scoped Virtual Expert is expected and not itself a quality signal

KPI cautions1
  • Treated as simple higher-is-better, when a very high resolution rate on a narrowly-scoped Virtual Expert may just mean nobody is asking it anything outside its comfort zone.