Utterance analysis for agent conversations
Key Takeaway
Utterance Analysis shows what users ask an Agentforce (Default) agent and which requests it couldn't handle, so you know which subagents and actions to build. Its reports need feedback enabled, and they refresh weekly.
Utterance Analysis is a set of reports and a dashboard that shows what users ask an Agentforce (Default) agent and whether the agent could handle it. It groups similar requests so you can spot trends and gaps, and then build subagents and actions to fill those gaps. Utterance Analysis belongs to Agentforce Analytics, which is scheduled for retirement. Agent Optimization offers a current, intent-level way to review what users ask and how well agents respond.
What Utterance Analysis answers
Utterance Analysis looks at the requests users send to an Agentforce (Default) agent. It answers three questions about the agent:
- How are users using the agent?
- What are users requesting?
- Did the agent handle those requests?
The goal is to refine the agent's subagents and actions, so the agent responds more effectively and accurately.