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            Monitor Conversational Engagement

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            Monitor Conversational Engagement

            After your conversational campaigns are active, use real-time monitoring and historical reporting to track the health of your interactions. You can use the Command Center to monitor active and completed conversational engagements, review escalation activity, and track agent performance.

            Required Editions

            Available in: Salesforce Enterprise and Unlimited Editions with Marketing Cloud Next Advanced Edition
            Note
            Note Recipients can reply to outbound campaign emails within 30 days of receipt. Conversations expire after 30 days of inactivity.

            To understand customer engagement and the impact of your Agentforce agents, focus on these two key metrics:

            • Reply Rate: The percentage of recipients who reply to your outbound campaign emails. Use this metric to evaluate how effectively your campaign prompts responses.
            • Number of Conversation Forwards: The total number of conversational email threads, including active and completed conversations. Use this metric to understand the volume of interactions handled by your agents.

            To monitor conversational engagement:

            1. From the App Launcher, enter Command and select Command Center for Service.
            2. Click the Agentforce tab.
            3. Next to the agent you want to review, click Monitor.
             
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            Salesforce Help | Article