Your support lead wants to optimize agent workflow for both accuracy and customer wait time.

Comprehensive and Detailed Explanation:

Correctnessmeasures the accuracy of agent responses, whileLatencymeasures the time taken to respond—together, these are the two most important metrics for optimizing both answer quality and customer experience.

Oracle documentation:

“To improve both efficiency and satisfaction, focus on correctness (response accuracy) and latency (response speed) metrics in the monitoring dashboard.”

(Reference: Oracle Fusion AI Agent Studio Performance Guide, 2024, p. 29)

Token counts and error rates provide operational, not customer-centric, insights.

Practical takeaway:Monitor correctness and latency to continually enhance support agent workflows.