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            Create Data 360 Reports to Monitor Task Resolution

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            Create Data 360 Reports to Monitor Task Resolution

            Create Data 360 reports to monitor how well agents carry out a user’s tasks to completion in a session.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, Unlimited, and Developer Editions. Required add-on licenses vary by agent type.
            User Permissions Needed
            To create, edit, and delete reports in private folders: Create and Customize Reports
            To create, edit, and delete reports in public and private folders: Report Builder OR Report Builder (Lightning Experience)
            To turn on data collection View Setup and Customize Application
            To view and access Data 360 reports: Data 360 User

            Set Up Audit and Feedback Data Collection

            Task resolution scores depend on generative AI audit and feedback data.

            Turn on data collection for generative AI audit and feedback data (see Set Up Einstein Generative AI Audit and Feedback). Thereafter, data becomes visible in Data 360 within 24 hours. Data for agent generations and user feedback (including task resolution metrics) streams continuously on an hourly basis to Data 360. Task resolution data is stored in the Content Category (GenAIContentCategory) data library object (DLO) in the Data Model for Generative AI Audit and Feedback.

            Create a Report to List Task Resolution Scores with Explanations

            Use this report to monitor and analyze how well the agent interprets the subagent instructions.

            1. On the Reports tab, click New Report.
            2. For the category, select Data Cloud, and select GenAIContentCategory for the report type.
            3. Click Start Report.
            4. On the Outline tab, select these columns.
              • Detector Type
              • Category
              • Value
              • Parent
              • Timestamp
            5. On the Filters tab, select Detector Type for the field, equals for the Operator, and type TaskResolution for the value.

              When you run the report, the Category column indicates the level of task resolution: FULLY_RESOLVED, PARTIALLY_RESOLVED, UNRESOLVED. To limit the report to show only the instances of PARTIALLY_RESOLVED and UNRESOLVED, you can add another filter.

            6. Click Save and Run to generate the report. When prompted, give the report a name and description.
            7. From the generated report, select one of the items for which you want to see the related agent response. Copy the value (parent ID) from the Parent column.

            Create a Report to View Agent Responses for Individual Scores

            Use this report to see the related agent response for an individual instruction adherence score.

            1. From the Reports tab, click New Report.
            2. For the category, select Data Cloud, and select GenAIGeneration for the report type.
            3. Click Start Report.
            4. On the Outline tab, select these columns.
              • Generation Id
              • Response Text
              • Timestamp
            5. On the Filters tab, create a filter for GenerationId that uses the parent ID that you copied from the first report you created.
            6. Click Save and Run to run the report. The report includes the agent response for the item you selected from the task resolution report.
             
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