Enhanced Event Logs for agent monitoring
Key Takeaway
To see the text of user and agent messages in an agent's event log, turn on enhanced event logs for that agent. Without them, message events are still logged, but the message text is left out.
An event log records what happens in an agent session, so you can test and troubleshoot an Agentforce agent. Enhanced event logs are a setting you turn on for each agent. They also store the conversation itself, so you can see what the user and the agent actually said, not only that a message happened. Reading the real words is often the fastest way to understand why an agent gave a bad answer.
What event logs record
An event log captures the events in an agent session, so you can test and troubleshoot an Agentforce agent.
You turn on enhanced event logs for each agent with the setting "Keep a record of conversations with enhanced event logs to review agent behavior". When you turn on enhanced event logs in a supported agent type, the event log also stores the conversation data. You can then view all session activity in one place: user messages, agent messages and session events.
If enhanced event logs are off for an agent...
The event log still records the events tied to messages, such as "Message sent:" and "User response:". Those events don't include the text of the user and agent messages.
If enhanced event logs are on for an agent...
The event log also stores the conversation data, so the message events show what the user and the agent wrote. You can view user messages, agent messages and session events in one place.
Without enhanced event logs, the event log works like a call log that shows a call happened but not what was said. When you need to read what a customer actually typed, for example to find out why the agent gave a bad response, enhanced event logs must be on.
Priya manages an agent that answers questions for an online bookstore. A customer complains that the agent gave a confusing answer about a gift card balance. Priya opens the event log for that session. She sees "Message sent:" and "User response:" events, but none of them show any words. Because she can't see what the customer asked, she can't tell why the agent answered the way it did. She turns on "Keep a record of conversations with enhanced event logs to review agent behavior" for the agent. Now the event log stores the conversation data too. When she reviews a new session, the message events show the customer's question and the agent's reply, so she can compare them and find the problem.