Data Model and Calculated Fields for Agent Analytics

Average score (0–1) measuring how closely the agent's response adheres to grounded source data (such as knowledge base articles).

Note To use this metric, in Setup, toggle on Audit and Feedback and Knowledge/RAG Quality Data and Metrics.

Average score (0–1) measuring the relevance of the agent's response to the user's request.

Note To use this metric, in Setup, toggle on Audit and Feedback and Knowledge/RAG Quality Data and Metrics.

Average score (0–1) measuring whether the agent retrieved the correct data source to answer the user's question.

Note To use this metric, in Setup, toggle on Audit and Feedback and Knowledge/RAG Quality Data and Metrics.

Average toxicity detector score (0–1) for agent output, aggregated from Trust Layer category scores.

Note To use this metric, in Setup, toggle on Audit and Feedback and related Trust Layer data.

Average likelihood of prompt injection detected in user prompts (prompt defense), derived from Trust Layer evaluation.

Note To use this metric, in Setup, toggle on Audit and Feedback and related Trust Layer data.

Percentage of sessions or interactions evaluated as fully resolved by the Task Resolution detector (Trust Layer).

Note Task Resolution evaluation is available as a beta detector; see Trust Layer documentation for availability.

[Abandoned_Sessions_clc]/[Unique_Sessions_clc]

COUNTD(IF [Abandonment_Status_clc] THEN [AI_Agent_Session].[AI_Agent_Session_Id] END)

COUNTD(
  IF [AI Agent Session Participant].[AI Agent Session Participant Role] = "AGENT"
  THEN [AI Agent Interaction Message].[AI Agent Interaction Message Id]
  ELSE NULL
  END
)

COUNTD(
  IF [AI Agent Interaction Step].[Ai Agent Interaction Step Type] = "ACTION_STEP"
  THEN [AI Agent Interaction Step].[AI Agent Interaction Step Id]
  ELSE NULL 
  END
)

[Agent_Messages_clc]
/
[User_Messages_clc]

AVG(IF [AI_Agent_Interaction].[Ai_Agent_Interaction_Type] = 'TURN' THEN [Agent_Interaction_Latency_clc] END)

AVG(
  IF NOT ISNULL([AI Agent Interaction].[Telemetry Trace]) 
     AND [AI Agent Interaction].[Telemetry Trace] != 'NOT_SET' 
  THEN [AI Retriever Quality Metric].[Faithfulness Relevancy Score] 
  END
)

AVG(
  IF NOT ISNULL([AI Agent Interaction].[Telemetry Trace]) 
     AND [AI Agent Interaction].[Telemetry Trace] != 'NOT_SET' 
  THEN [AI Retriever Quality Metric].[Answer Relevancy Score] 
  END
)

AVG(
  IF NOT ISNULL([AI Agent Interaction].[Telemetry Trace]) 
     AND [AI Agent Interaction].[Telemetry Trace] != 'NOT_SET' 
  THEN [AI Retriever Quality Metric].[Context Precision Score] 
  END
)

AVG(IF [Is_Session_Ended_clc] THEN {FIXED[AI_Agent_Session].[AI_Agent_Session_Id]:[Unique_Interactions_clc]} END)

AVG([Moment_Duration_clc])

AVG([Quality_Score_clc])

AVG([Session_Duration_clc])

AVG( IF [Is_User_clc] THEN { FIXED [AI_Agent_Session_Participant].[Participant] : [Unique_Interactions_clc] } END )

COUNTD(IF [Deflection_Status_clc] THEN [AI_Agent_Session].[AI_Agent_Session_Id] END)

[Deflected_Sessions_clc]/[Unique_Sessions_clc]

COUNTD( IF [Engagement_Status_clc] THEN [AI_Agent_Interaction].[AI_Agent_Session] END )

[Engaged_Sessions_clc]/[Unique_Sessions_clc]

COUNTD(
  IF [Is_Interaction_With_Errors_clc]
  THEN 
    [AI Agent Interaction].[AI Agent Interaction Id]
  END
) / [Unique_Interactions_clc]

COUNTD(IF [Escalation_Status_clc] THEN [AI_Agent_Session].[AI_Agent_Session_Id] END)

[Escalated_Sessions_clc]/[Unique_Sessions_clc]

COUNTD(
  IF [AI Agent Interaction Step].[Ai Agent Interaction Step Type] = 'INTERRUPT_STEP'
  THEN [AI Agent Interaction Step].[AI Agent Interaction Step Id]
  END
)

COUNTD(
  IF [AI Agent Interaction Step].[Ai Agent Interaction Step Type] = 'INTERRUPT_STEP'
  THEN [AI Agent Interaction Step].[AI Agent Interaction Id]
  END
) / [Unique_Interactions_clc]

COUNTD(
  IF [Is_Interaction_Engaged_clc] AND NOT [Is_Interaction_With_Errors_clc]
  THEN 
    [AI Agent Interaction].[AI Agent Interaction Id]
  END
) / [Unique_Interactions_clc]

(AVG(IF [Is_User_clc] THEN {FIXED DATE([AI Agent Session].[Start Timestamp]): [Unique_Users_clc]} END))
/
(AVG({FIXED UPPER(LEFT(DATENAME("Month", [AI Agent Session].[Start Timestamp]),3)) + " " + STR(YEAR([AI Agent Session].[Start Timestamp])): [Unique_Users_clc]}))

COUNTD(IF [AI_Agent_Interaction].[Ai_Agent_Interaction_Type] = 'TURN' THEN [AI_Agent_Interaction].[AI_Agent_Interaction_Id] END)

COUNTD([AI_Agent_Moment].[AI_Agent_Moment_Id])

COUNTD([AI_Agent_Session].[AI_Agent_Session_Id])

COUNTD([AI_Agent_Tag].[AI_Agent_Tag_Id])

COUNTD(
  IF [Is_User_clc]=TRUE THEN
    [AI Agent Session Participant].[Participant]
  END
)

COUNTD(
  IF [Is_User_clc]
  THEN [AI Agent Interaction Message].[AI Agent Interaction Message Id]
  ELSE NULL
  END
)

IF [Is_Session_Ended_clc] AND { FIXED [AI_Agent_Session].[AI_Agent_Session_Id] : MAX([Deflection_Status_clc]) }=FALSE AND { FIXED [AI_Agent_Session].[AI_Agent_Session_Id] : MAX([Escalation_Status_clc]) }=FALSE THEN TRUE ELSE FALSE END

DATEDIFF('MILLISECONDS', [AI_Agent_Interaction].[Start_Timestamp], [AI_Agent_Interaction].[End_Timestamp])

IF [AI_Agent_Interaction_Step].[Ai_Agent_Interaction_Step_Type] = 'SESSION_END' AND ( [AI_Agent_Interaction_Step].[Name] = 'CLOSED_USER_REQUEST' OR [AI_Agent_Interaction_Step].[Name] = 'CLOSED_ACTION' ) THEN TRUE ELSE FALSE END

{ FIXED [AI Agent Session].[AI Agent Session Id] : MAX(
  IF [Is Interaction Engaged]
  THEN TRUE
  ELSE FALSE
  END) }

{ FIXED [AI Agent Session].[AI Agent Session Id] : MAX(
  IF 
    [AI Agent Interaction Step].[Ai Agent Interaction Step Type]='SESSION_END'
    AND
    [AI Agent Interaction Step].[Name]='CLOSED_TRANSFERRED'
  THEN TRUE
  ELSE FALSE
  END )}

{ FIXED [AI Agent Interaction].[AI Agent Interaction Id] : MAX(
  IF NOT ISNULL([AI Agent Interaction Step].[Error Message]) 
     AND LEN(TRIM([AI Agent Interaction Step].[Error Message])) > 0 
     AND [AI Agent Interaction Step].[Error Message] != "NOT_SET"
  THEN TRUE
  ELSE FALSE
  END
) }

{ FIXED [AI Agent Session].[AI Agent Session Id] : MAX(
  IF [AI Agent Interaction].[Ai Agent Interaction Type]='SESSION_END'
    OR DATEDIFF('HOUR', { FIXED [AI Agent Session].[AI Agent Session Id] : MAX(
                          [AI Agent Interaction].[End Timestamp]) },
                        NOW()
             ) >= 24
  THEN TRUE
  ELSE FALSE
  END
  )
}

IF 
  [AI Agent Session Participant].[AI Agent Session Participant Role]='USER'
  AND
  ([AI Agent Session Participant].[Participant Object] = 'MessagingEndUser' 
   OR
   NOT ([AI Agent Session Participant].[AI Agent Type] IN ('EinsteinServiceAgent', 'AgentforceServiceAgent')))
THEN TRUE
ELSE FALSE
END

DATEDIFF('SECOND', [AI_Agent_Moment].[Start_Timestamp], [AI_Agent_Moment].[End_Timestamp])

INT([AI Agent Moment Relevance Score].[AI Agent Tag.Value])

{ FIXED [AI Agent Session].[AI Agent Session Id] : MAX(
  IF [Is Session Ended]
  THEN DATEDIFF( 'SECOND',
    { FIXED [AI Agent Session].[AI Agent Session Id] : 
        MIN( IF [AI Agent Interaction].[Ai Agent Interaction Type]='TURN' 
        THEN [AI Agent Interaction].[Start Timestamp]
        END
        ) },
    { FIXED [AI Agent Session].[AI Agent Session Id] : 
        MAX(IF [AI Agent Interaction].[Ai Agent Interaction Type]='TURN' 
        THEN [AI Agent Interaction].[End Timestamp]
        END
        ) }
    )
  END 
) }