Einstein for Service Overview

Monitor the adoption of Einstein for Service and its impact on key efficiency indicators such as average handle time (AHT). Evaluate service quality through response quality trends and overall ESAT (ESAT) score. For example, a service manager can identify the teams with low adoption or high AHT. Implement targeted interventions, such as updating the prompt or updating knowledge articles, to improve response quality and ultimately enhance customer satisfaction.

Required Editions

Available in: Lightning Experience

Available in: Enterprise and Unlimited with Agentforce 1 Service Editions

Learn about the key metrics on the Overview tab.

Metric	DESCRIPTION
Overall Usage	Shows the total number of cases where agents used the selected AI product. Use this metric to understand the volume of platform adoption.
As-is Usage	Shows the percentage of AI recommendations used without making any edits. Use this metric to evaluate the accuracy and quality of the AI model.
Overall AHT	Shows the average handle time for all service cases within the selected period. Use this metric to track key efficiency metrics across the service center.
Overall ESAT	Shows the employee satisfaction score calculated from direct agent feedback (thumbs up or down). Use this metric to measure the quality and effectiveness of AI-driven services.
Usage Distribution	Shows the ratio of AI-generated responses versus human-modified responses. Use this metric to identify how heavily agents rely on AI assistance.
Usage Trend	Shows the adoption rate of AI-generated content versus human-modified content over time. Use this metric to monitor growth or decline in AI utilization.
Response Quality	Shows the breakdown of responses sent as-is, modified, or overwritten. Use this metric to monitor the AI meets high-quality standards.
Response Quality Trend	Shows the performance of response quality over time. Use this metric to observe improvements or deterioration in the accuracy of AI suggestions.
CSR Group Adapters	Shows the agents or groups with the highest AI usage. Use this metric to recognize internal experts and early adopters.
CSR Group Adoption Trend	Shows the rate at which different agent groups adopt Einstein for Service over time. Use this metric to guide targeted roll out strategies.

Note The dashboard shows data up to the previous day in UTC.