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Learn About Agentforce Observability

Fecha de publicación: Apr 8, 2026
Descripción

What is Agentforce Observability?

  • Agentforce Observability is a product that provides customers with the tools needed to measure, analyze and optimize agents. Observability focuses on 2 main use-cases:  
  • Agent Optimization : Access optimization tools to dive deeper into unresolved interactions, identify knowledge gaps and analyze sessions deeply using the Session Tracing Data Model. 
  • Agent Analytics : Analyze agent topics, average feedback and agent effectiveness metrics such as escalation rate, deflection rate and abandoned sessions to name a few.

Release Material

Solución

Use Cases:

Analyze Agent Performance: Understand usage, effectiveness, and feedback insights of all Agentforce agents deployed in your organization. Utilize this information to make changes in agent deployment strategy and optimize agents.

Gather Actionable Insights: Optimize agents by easily navigating to and taking steps to manage ineffective topics or actions.

Explore Interactions & Sessions: Navigate through agent-user interactions at different levels - topics, intents, and specific moments. Understand the most requested customer asks or drill down into specific interactions to understand misinterpretations, quality scores, and issue patterns.

Identify Trends & Performance Gaps: Observability flags low-performing topics by quality score, agent misinterpretations, and areas where conversations weren't handled properly, pointing to potential configuration gaps.

Drill Down Into Agent Interactions: Trace issues to specific moments, review how users phrase their questions, and where the agent’s response fell short.

Investigate Specific Interactions: Provides a full session trace, tags moments, allowing agent configuration users to drill down to the conversation level to review where and why the agent struggled.

 

FAQs

Question

Answer

1. Is Observability only for Agentforce, or can it monitor external AI agents as well?

Agentforce Observability only monitors and optimizes Agentforce agents. 

2. How does Agentforce Observability provide insights?

Agentforce Observability leverages advanced tagging, moments, and quality scores. It surfaces trends, highlights issues, and uncovers opportunities for improvement, ensuring agents deliver accurate, efficient, and high-quality responses. 

Session Tracing allows admins and other users to explore interactions in detail, enabling dynamic, real-time exploration and in-depth understanding of agent behavior.

3. What level of customization is available?

Underlying data can be used to build custom reports in DC or Tableau (with Tableau Plus license). Out of the box metrics and dashboards are also available in the product.

4. What agents are currently supported by Agentforce Observability?


Agent Type

Analytics 

Optimization 

ASA

Yes

Yes

Employee Agent

Yes

Yes

Default Agent

No

Yes

SDR

Yes

No

5. How often does the data in Agentforce Observability refresh?
  • The Session Tracing Data Model is refreshed approximately every 30 min. Agent analytics refreshes metrics every 45-60 min.
  • Moments and Quality scores are refreshed daily.
  • Tags are refreshed on a weekly basis. 

6. Why should I use Agentfocre Observability over other tools?

Agentforce Observability specifically focuses on observability of Agentforce, it provides access to the underlying data captured in the platform as part of an agentic session (bringing together data from planner trace, RAG components etc.), and providing analytics, insights and optimization features built on top of this data.

 

Número del artículo de conocimiento

005226932

 
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