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Proactive Alert Monitoring: Agent Escalation Rate

Veröffentlichungsdatum: Jul 20, 2026
Beschreibung

The Signature Success plan’s Proactive Monitoring product will monitor for, and alert you about Agent Escalation Rate when there is a sudden increase in AI agent conversations transferring to human agents due to unexpected errors, increasing your service team’s work load.

If you receive an alert from the Proactive Monitoring service related to this metric, it indicates that your Agentforce agent is failing mid-conversation more often than expected and falling back to human agents, rather than transferring by design (for example, through an intentional escalation topic).

Lösung

Resolution:

Here are some common practices & resources that may help to resolve issues related to this alert:

  • Toggle Agentforce to see if the issue is resolved.

    • The toggle can be found in Setup → Search for Agentforce Agents.

  • Review any recent changes to the affected agent (new versions, topics, actions, or connected integrations) and consider rolling back if the increase began after a change.

  • Review your Omni-Channel queues and staffing, as the increased transfer volume may temporarily raise human agent work load while the issue is being resolved.

  • If not, consider this as an issue on the Salesforce side.

    • You will be notified through your support case as the issue is investigated and when the service is restored.

Nummer des Knowledge-Artikels

005389009

 
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Salesforce Help | Article