Key Concepts

This article provides an overview of the key concepts in Ops Center.

Components

A Component is a Cognigy.AI product, feature, resource, or service that can be part of the conversation lifecycle. Ops Center tracks components to provide information about the health of your AI Agents operation. Ops Center tracks the following components:

Subcomponents

A Subcomponent is a feature or resource that composes or is used in a component. Ops Center also tracks subcomponents to provide information about the health of your AI Agents operation. The following table gives you an overview of the subcomponents that Ops Center tracks for each component:

Voice Gateway

Subcomponent	Description
Speech-to-Text (STT)	Messages processed with STT
Text-to-Speech (TTS)	Messages processed with TTS

Endpoints

Subcomponent	Description
Input transformer	Requests made to the input transformer.
Output transformer	Requests made to the output transformer.
Execution finished transformer	Requests made to the execution finished transformer.
Inject transformer	Requests made to the inject transformer.
Notify transformer	Requests made to the notify transformer.
Real-time translation	Requests made to a machine translation provider for real-time translation.

Flows

Subcomponent	Description
Message Roundtrip	Volume of user input.
Flow execution	Flow execution time.
Natural Language Understanding (NLU)	NLU scoring time.
Outbound API calls	Requests made to external APIs and services from the Flow.
Extensions	Extension executions and processing time.
Large Language Models	LLM fallbacks and retries.
Knowledge AI queries (KAI)	Knowledge AI queries and KAI query latency.

Handover Providers

Subcomponent	Description
Live Agent and third-party handover providers	Number of handover errors and API request durations for handovers.

Metrics

Metrics are measurable and calculable values from components and subcomponents over time. You can use the metrics in Ops Center to monitor and evaluate the performance of your AI Agents operation. Ops Center updates them regularly on the dashboards. The following table gives you an overview of the metrics that Ops Center tracks for each component:

Component	Metrics
Voice Gateway	Voice input/min
Endpoints	Request/min, Endpoint traffic, transformer processing time, message processing time
Flows	90th percentile processing time, Knowledge AI queries, Knowledge AI query latency, NLU scoring time, Extensions execution, Extension processing time
Handover Providers	Provider forwarding errors, API call request duration

Alerts

Ops Center shows alerts when the metrics of your AI Agents operation exceeds specific thresholds for a specific duration. You can manage alerts to display them in the dashboard of the respective component tab and trigger email notifications to users about the cause of the alerts. Alerts have the following statuses:

inactive — the metric is below the threshold and no alert is displayed.
active — the metric exceeds the threshold for a longer duration than the threshold duration. This leads to a red alert in Ops Center.

Errors

Ops Center shows the errors that occur in components and subcomponents, and provides an overview of the errors on the respective component tab.

Overview

Monitor

Manage

Troubleshoot

Components

Subcomponents

Metrics

Alerts

Errors

​Components

​Subcomponents

​Metrics

​Alerts

​Errors

Components

Subcomponents

Metrics

Alerts

Errors