---
title: ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\) monitor engagement health agentic workflow
description: Monitor engagement health scores and metric trends. The workflow generates risk signals when a decline is detected.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/telecom-media-technology/now-assist-for-telecom-media-and-technology/now-assist-tmt-monitor-health.html
release: australia
product: Now Assist for Telecom, Media and Technology
classification: now-assist-for-telecom-media-and-technology
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 2
breadcrumb: [Customer Success Management, Use agentic workflows, ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\), Telecommunications, Media, and Technology \(TMT\)]
---

# ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\) monitor engagement health agentic workflow

Monitor engagement health scores and metric trends. The workflow generates risk signals when a decline is detected.

## Monitor engagement health agentic workflow overview

Customer success managers can monitor the health score of up to 10 active engagements and summarize the health trend for the past 6 weeks. Each metric used to calculate the health score is monitored. If a declining pattern is detected, a risk signal or a risk occurrence is generated. A summary indicating the number of risk signals created and the health score range is generated. The Monitor engagement health agentic workflow is triggered weekly based on a predefined schedule and the results are displayed in the [ServiceNow Otto panel](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/now-assist-panel-overview.md).

You can view the risk signals and occurrences that have been created by navigating to the [Risk signals](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/acct-lifecycle-events/account-lifecycle-create-risk-signal.md) page. For risks created using the agentic workflow, the following field values are displayed:

-   Category: Health declined
-   Creation method: AI generated

**Note:**

-   To run the agentic workflow as a scheduled job, you must activate the Monitor engagement health flow. See [Activate a flow](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/build-workflows/flow-activate.md) for details.
-   The agentic workflow monitors only the engagements for which **AI Health Monitor** flag has been enabled. Each customer success manager can enable a maximum of 10 engagements. For instructions on enabling this flag, see [Create an engagement](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/acct-lifecycle-events/account-lifecycle-create-engage.md).
-   By default, the health score of each individual metric is monitored. If you want to monitor only the overall health score across all engagements, you must update the **sn\_cust\_succ\_ai\_agent\_enable\_health\_monitor\_metrics** system property by following these steps:
    -   Navigate to **All** and enter **sys\_properties.LIST** in the search field.
    -   Select the **sn\_cust\_succ\_ai\_agent\_enable\_health\_monitor\_metrics** property.
    -   Set the Value field to **false**. When this property is inactive, the agentic workflow will monitor the overall health score instead of the individual metrics.
-   For any new or existing health definitions, you must specify the **Context** for the **Data source** to indicate how the color banding range will be applied. Based on the **Context**, you can define different color banding ranges that can be used for the health score. For example, you can configure different values for the same **Data source** as follows:

    -   **Data source 1**
        -   Data source: Daily collection of NPS
        -   Context: Health Metric Configuration: Daily collection of NPS \(Global\)
        -   Min: 80
        -   Max: 100
        -   Color: Green
        -   Category: Good
    -   **Data source 2**
        -   Data source: Daily collection of NPS
        -   Context: Daily collection of NPS for \(Customer X\)
        -   Min: 0
        -   Max: 60
        -   Color: Red
        -   Category: Poor
    For more details on configuring the color banding table, see [Set up the color banding table](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/acct-lifecycle-events/account-lifecycle-setup-color-banding.md).


## AI agents used in the Monitor engagement health agentic workflow

The Monitor engagement health agentic workflow uses specific AI agents to monitor the engagements, analyze the health trend, and generate a health score.

|AI agent|AI agent role|
|--------|-------------|
|Success trend analyst AI agent|Collects and analyzes metric data, processes large data sets, identifies patterns and anomalies. Provides clear actionable insights enabling AI agents to make informed decisions and take appropriate actions.|
|Success health monitor AI agent|Retrieves data for all active engagements, identifies trends, and creates a risk signal if a declining pattern is detected.|