Design an Agent Evaluation and Monitoring Framework

Your team has deployed an AI agent that helps customers troubleshoot technical issues. The agent answers questions, runs diagnostic commands, and escalates to human agents when needed. You need to build an evaluation and monitoring framework to ensure the agent's quality doesn't degrade over time — whether due to model updates, prompt changes, or tool API changes.

Quality Dimensions

• Correctness: Does the agent give the right answer?
• Safety: Does it avoid harmful or inappropriate responses?
• Efficiency: Does it resolve issues in a reasonable number of steps?
• User Experience: Is the interaction natural and helpful?
• Cost: Is the per-interaction cost within budget?

Design Requirements

1. Design the evaluation metric framework — what metrics and how to measure them.
2. Design the offline evaluation pipeline for pre-deployment testing.
3. Design the online monitoring system for production quality detection.
4. Explain how to integrate evaluation into a CI/CD pipeline for agent updates.
5. Discuss how to balance quality against cost (more capable models cost more).