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

concept australia Updated Sep 10, 2026 1 min read now-assist-tmt-monitor-health.md

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.

You can view the risk signals and occurrences that have been created by navigating to the Risk signals page. For risks created using the agentic workflow, the following field values are displayed:

Category: Health declined
Creation method: AI generated

The agentic workflow only monitors engagements for which the AI Health Monitor flag has been enabled. To configure this workflow, see Configure agentic workflows for Customer Success Management.

Parent Topic:Dashboards

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---
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/australia/acct-lifecycle-events/now-assist-tmt-monitor-health.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Dashboards, Customer success, Use, Customer Success Management]
---

# 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/australia/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

The agentic workflow only monitors engagements for which the **AI Health Monitor** flag has been enabled. To configure this workflow, see [Configure agentic workflows for Customer Success Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-otto-workflows-config.md).

**Parent Topic:**[Dashboards](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-dashboards.md)