Scorers and custom scorers in Agentforce Studio
Key Takeaway
Scorers grade agent sessions after the sessions end. An active custom scorer evaluates only the share of sessions set by its sampling rate, and only after each session has an end timestamp. To change a standard scorer, clone it into a custom version.
Scorers are automatic evaluations that run on Agentforce agent sessions after the sessions end. They label or score each session for quality and business outcomes, so you can see how well an agent handles sessions and what results those sessions produce. Standard scorers come ready to use. Custom scorers let your org define its own criteria in a prompt template, which an AI model uses to judge each session.
What scorers measure
For example, a scorer can do these jobs:
- Measure resolution and containment quality.
- Classify conversation topics and intents.
- Extract structured values, such as case IDs.
- Write open-ended summaries, such as customer frustration signals.
There are two kinds of scorers. Standard scorers are provided by Salesforce out of the box. Custom scorers are defined by your organization to evaluate business-specific criteria.