Customize Agentforce Observability

Permissions Required

A Tableau Next Creator permission set is required to clone or modify dashboards and to edit the analytics semantic models. Users with viewer-level access can view standard dashboards or query the analytics semantic data models but can't modify them. While Tableau Next Creator is bundled with Agentforce 1, not every edition includes customization.

Overview

You can customize Agentforce Observability in three ways: create custom scorers to measure agent performance, enrich the semantic data model with new objects and metrics, and tailor dashboards and widgets to your needs.

Customize Scorers

Scorers evaluate agent sessions and produce scores that appear as measures and dimensions in Agentforce Observability and in the Sessions & Intents view. You can create custom scorers (via API) to measure aspects of agent performance that matter most to your organization, and either run them through LLM evaluation or annotate them manually.

When you create and activate a custom scorer, you can show its output in the Scorers column in the Sessions & Intents table and in Agentforce Observability dashboards. Learn more.

Customize the Analytics Semantic Data Model

Each agent type in Agentforce Observability has a designated Semantic Data Model (SDM), for example, Service Agentforce Observability Extension SDM and Employee Agentforce Observability Extension SDM. The SDM defines what objects, fields, and calculated metrics are available to dashboards and to the Sessions & Intents table.

For a full reference of what the SDM contains by default, see Data Model and Calculated Fields for Agentforce Observability.

To customize your model:

• Go to the Semantic Layer and open the relevant model associated with your agent type (Service Agentforce Observability Extension SDM or Employee Agentforce Observability Extension SDM). This action requires the Tableau Next Creator permission set.
• Extend the model with objects synced to Data 360.
• Create new calculated fields, KPI formulas, and metrics.

Use cases:

• Create a Sentiment Rate metric based on a custom scorer output (for example, for sessions that receive a high adherence rate).
• Measure agent adoption by users with specific permissions by joining the User object with usage of a specific agent type in sessions.

Metrics in Agentforce Observability are built on calculated fields. A metric is essentially a calculated field combined with a time dimension.

Customize Data Visualization

Customize your visual elements in Analytics (via Tableau Next) by creating or editing widgets and dashboards.

To create a customized dashboard:

• Go to the Tableau Next app and pick the workspace for your agent type (for example, Service Agentforce Observability Workspace).
• From the workspace, clone the dashboard you want to customize. Add or remove widgets, update metrics, and adjust layout as needed.

If you want to create a new dashboard:

• Click Create > Dashboard.
• Add new widgets via the dashboard authoring experience.

To surface a custom scorer output or a new SDM metric in a dashboard, you must first define it as a metric (not just a calculated field) in the SDM. Widgets also require metrics to be defined beforehand.

View Your Customized Dashboards in Agentforce Studio

• Go to Agentforce Studio and open the Agentforce Observability panel.
• Select an agent type (for example, Service or Employee) from the dropdown menu.
• Use the picker in the title bar to display the dashboard that you want to view.