Bringing Engineering Observability into CX
Observability was born in engineering, monitoring system health through signals and alerts.
At Oversai, we bring that same philosophy to Customer Experience (CX).
With Observability, you can:
• Consolidate hard metrics from your sources of truth (Zendesk, Intercom, Salesforce, Aircall, CCaaS platforms, etc.)
• Enrich them with Oversai intelligence (QA Score, AI Sentiment, AI Metrics, and more)
• Define KPI health ranges
• Create structured monitors
• Trigger alerts to the right stakeholders (Team Leaders, CX Managers, Product, Finance, etc.)
🏗 The Three Pillars of Observability
Observability is built on three core pillars:
Metrics
Monitors
Notifications
This article focuses on Metrics and Monitors.
For Notifications, see: Observability Alerts /Notifications
📊 What Is a Monitor?
A Monitor is a structured group of KPIs you want to continuously track.
Think of it as a health dashboard for a specific team or function.
Example – Tier 1 Support Monitor
You might track:
• AHT
• CSAT
• QA Score
• Customer Sentiment
• FRT
Example – Sales Monitor
You might track:
• ARR
• Empathy (AI Metric)
• Total Interactions
• Conversion KPIs
Each Monitor reflects what matters most to that team.
📈 What Is a Metric?
A Metric is an individual KPI that feeds into a Monitor.
Metrics can come from:
• External integrations (e.g., Total Interactions, CSAT from Intercom)
• Oversai-generated intelligence (QA Score, AI Metrics, AI Sentiment)
Metrics can be:
✔ Simple Metrics
✔ Calculated Metrics (custom formulas)
Here’s where the step-by-step guide to configuring your Observability product begins:
⚙️ How to Create a Monitor
Step 1
Go to: Observability → Monitors
Click New Monitor
Step 2 – General Information
Fill in:
• Monitor Title
• Date Range
• Data Field (Created Date or Updated Date)
• Description (optional)
• Optional: Slack notification channel
Click Save to proceed.
🧮 Creating a Simple Metric
Inside your Monitor, click New Metric.
Here, you can choose whether to create a Simple Metric, for example, CSAT from your ticketing system, or a Calculated Metric.
Calculated metrics allow you to perform calculations using multiple existing metrics. For example, you might divide CSAT by Total Interactions to create a custom performance ratio.
This flexibility allows you to build your own tailored KPIs based on what matters most to your team.
🔹 Basic Information
Display Title
Unit (Units, Percentage, Minutes, etc.)
🔹 Metric Configuration
Metric Source
Select your data source (e.g., AI Metric, CSAT, Total Interactions)Aggregation
Choose how the data is calculated:
• Count
• Sum
• Average
• Median, and more.
🔹 Field Filters
Segment your data using operators like equals or in.
Example:
Include only tickets that have:
• High Priority
• Medium Priority
🔄 Transformations
Apply mathematical adjustments to standardize or customize metrics.
Example:
Convert CSAT (1–5 scale) into a percentage:
(CSAT ÷ 5) × 100
This ensures consistent reporting across teams.
🚦 Health Rules
Health Rules define what “good” looks like.
Direction
Define whether higher or lower values are better.
Optimal Threshold
Example:
CSAT > 90 → 🟢 Healthy
Warning Threshold
Example:
CSAT < 85 → 🔴 Critical
Once configured, Observability automatically applies color-coded ranges.
Click Save to finalize.
🧩 Creating a Calculated Metric
Calculated metrics allow you to create custom KPI formulas.
Important: You must first create the simple metrics.
Steps:
Define Title
Select Unit
Add Formula
Example:
(CSAT ÷ FRT) × 100
Define Health Rules
Save
🖥 Viewing Your Observability Dashboard
Once your Monitors and Metrics are configured, you’re ready to leverage your dashboard.
Go to:
Observability → Analytics
From here you can:
• Filter by date
• View near real-time performance
• Switch between monitors
• Filter by team
• Drill down into individual users
🎯 Immediate Visual Clarity
The dashboard uses structured color coding:
🟢 Healthy
🟡 Warning
🔴 Critical
This allows you to instantly understand performance health without digging into raw data.
👤 Individual Performance View
When selecting a user, you can:
• Analyze their KPI performance
• Detect trends over time
• Identify outlier tickets
Outliers are interactions that significantly deviate from baseline averages — helping you quickly detect anomalies or coaching opportunities.
Clicking on the Agents name, you will be able to drill down
🚀 Why Observability Matters
Observability shifts CX from reactive reporting to proactive performance monitoring.
Instead of manually checking dashboards, you:
✔ Define what matters
✔ Set health thresholds
✔ Monitor continuously
✔ Detect issues early
✔ Align CX, Product, Finance, and Leadership
Need Help?
If you need assistance configuring your Monitors or Metrics, your Account Manager will be happy to support you.
Start simple, iterate, and scale your monitoring strategy as your organization evolves.
Still need help?
Contact us