You are here:
Agentforce Service Agents Dashboards
Quickly understand how Agentforce Service Agents help customers using the Agentforce dashboards.
Required Editions
| View supported editions. |
Agentforce Service Agents Overview Tab
| Overview KPI | CALCULATION |
|---|---|
| Total sessions | Total number of Agentforce sessions, including engaged, unengaged, deflected, abandoned, and handoff to service representative sessions. |
| Engaged sessions | Total number of engaged sessions (sessions where a customer interacted with an AI agent). |
| Deflected sessions | Total number of sessions where an AI agent deflected a session. |
| Service Representative hand-off sessions | Total number of sessions where an AI agent handed off to a service representative person. |
| Abandoned sessions | Total number of Agentforce sessions that timed out. The default session timeout is two hours. |
| Engagement rate | Percentage of engaged sessions over total sessions. |
| Deflection rate | Percentage of deflected cases over total sessions. |
| Service Representative handoff rate | Percentage of agent handoff to service persons over total sessions. |
| Abandon rate | Average number of abandoned sessions. |
| Avg time to deflection (mins) | Average time to deflect sessions in minutes. |
| Avg time to Service Representative handoff (mins) | Average time to handoff in minutes. |
Agentforce Service Agents Visualization Tab
| Visualizations KPI | CALCULATION |
|---|---|
| Total Sessions Over Time | Total sessions over time, displayed by engaged and unengaged sessions. |
| Engaged Sessions Over Time | Total engaged sessions over time, displayed by handoff, deflection, and abandoned sessions. |
| Agents by Session | AI agents by type, such as Guest Service Agent, displayed by handoff to service representative, deflection, and abandoned sessions. |
| Topics by Usage | Topics, such as credit card refund, displayed by handoff, deflection, and abandoned sessions. |
| Actions by Usage | Actions, such as finalize reservation, displayed by handoff, deflection, and abandoned sessions. |
| Events by Event Log Type | Conversation event log types, such as end session, displayed by handoff, deflection, and abandoned sessions. |
| Events Over Time | Events charted over time and displayed by handoff, deflection, and abandoned. |
Agentforce Service Agents Deep Dive Tab
| Details KPI | CALCULATION |
|---|---|
| Agents | See details for each AI agent type, such as Cashier or Customer Care Specialist. See information such as the abandonment rate. |
| Topics | See details for each topic, such as escalation or FAQ. See information such as the number of deflected sessions. |
| Actions | See details for each action, such as Get order by order number. See information for each action, such as the abandoned sessions and deflection rate. |
Did this article solve your issue?
Let us know so we can improve!
