Agent Analytics metrics dashboards and session insights
Key Takeaway
Agent Analytics dashboards show aggregated metrics that reveal where an agent underperforms. Sessions & Intents opens single sessions, where the Trace tab and Quality Score Reasoning on the Interaction Summary tab show why.
Agent Analytics and Sessions & Intents are the Agentforce Monitoring tools for seeing how agents perform in production. Agent Analytics shows dashboards of aggregated metrics, such as deflection, escalation, quality and errors. Sessions & Intents lets you open individual conversations and trace every step the agent took, so you can find the root cause of a problem and fix it.
Two monitoring tools
Agentforce Monitoring has two main tools. Agent Analytics gives a broad view of agent sessions in production. It answers questions like "Is my agent working as expected?" and "Where and how can I improve it?". Sessions & Intents gives intent-level detail. Use it to find cases where the agent was inaccurate, misleading or off-topic, or where configured actions did not run as expected.
Monitoring is different from testing. Testing observes the agent in the lab with designed test cases before release. Monitoring observes the agent over time under real-world conditions to find trends. In both, you compare results against measurable, outcome-based goals (KPIs) that you set in the Ideate phase of the Agent Development Lifecycle. For a service agent, these goals can be targets for deflection, escalation and abandonment.