Investigating agent sessions and intents
Key Takeaway
Agent Analytics shows trends across many sessions. Sessions & Intents lets you drill into individual sessions at the intent level. You can investigate a session's Trace right away, even before processing finishes.
Sessions & Intents is the page in Agentforce Studio where you drill into single agent conversations. Agent Optimization turns closed sessions into intents (what the user was trying to do), groups similar intents into tagged clusters, and scores quality. With these tools, you can find out exactly why an agent underperformed and what to fix.
Sessions & Intents and Agent Analytics
Agent Analytics and Sessions & Intents look at the same agents at different levels. Agent Analytics shows aggregate performance, which means trends across many sessions. Sessions & Intents lets you drill into individual sessions and agent-user interactions at the intent level.