Agentforce Analytics is based on Data 360 reports that can help you gain insight into the performance of your agents. The reports show you who’s using your agents, how successful they are, and what your adoption level is, among other things.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, Unlimited, and Developer Editions. Required add-on licenses vary by agent type. |
Note Agentforce Analytics is scheduled for retirement starting May 2026. We recommend
using Agent Analytics instead.
Important Starting June 17, 2025, Agentforce
(Default) will not include new features or improvements and isn’t available in new
Salesforce environments. We recommend migrating to Agentforce Employee agent for continued
enhancements and support. If you plan to transition to Agentforce Employee agent or make
related license changes, complete the migration of your existing Agentforce (Default) agents
in advance to avoid potential disruption in agent availability. If you can't complete the
migration in advance, you can create new agents after the transition, which can involve some
downtime. See Migrate from Agentforce (Default) to Agentforce Employee
Agent.
Agentforce (Default) Reports and Dashboard
If you’re using Agentforce (Default), you have access to these reports and dashboard.
| REPORT NAME | DESCRIPTION | FOLDER |
|---|---|---|
| Adoption Rate | Percentage of enabled users that are active | Agentforce (Default) |
| Implicit Feedback Over Time | Implicit (thumbs up and thumbs down) user feedback by type per day | Agentforce (Default) |
| Interactions Per Session | Average number of user input turns per session | Agentforce (Default) |
|
Latency |
Average duration in seconds between the moment a request is submitted and the delivery of its corresponding response |
Agentforce (Default) |
| Satisfaction Rate | Percentage of thumbs up out of all implicit feedback given | Agentforce (Default) |
| Stickiness | Percentage of weekly active users that are active on a specific day | Agentforce (Default) |
| Subagent Use | Percentage of subagents that are used frequently, occasionally, or not at all | Agentforce (Default) |
| User Adoption | Number of sessions and interactions by user | Agentforce (Default) |
| Weekly Active Users | Number of active users during a specific week | Agentforce (Default) |
If you’re using Agentforce (Default) and have feedback enabled, you have access to these Utterance Analysis reports as well.
| REPORT NAME | DESCRIPTION | FOLDER |
|---|---|---|
| Requests Per Cluster | Total number of requests per cluster | Agentforce (Default)/ Utterance Analysis |
| Subagent Relevance | Number of requests handled by relevant or system subagents | Agentforce (Default)/ Utterance Analysis |
| Total Requests | Total number of requests made per day | Agentforce (Default)/ Utterance Analysis |
| Unique Users | Total number of unique users per day | Agentforce (Default)/ Utterance Analysis |
| Utterance Analysis | Organizes user input into categories and provides details for each category | Agentforce (Default)/ Utterance Analysis |
| DASHBOARD NAME | DESCRIPTION | FOLDER |
|---|---|---|
| Agentforce (Default) | Agentforce (Default) dashboard | Agentforce (Default) |
| Utterance Analysis | Dashboard for Utterance Analysis reports | Agentforce (Default) |
Agentforce Service Agent Reports and Dashboard
If you’re using Agentforce Service Agent, you have access to these reports and dashboard.
| REPORT NAME | DESCRIPTION | FOLDER |
|---|---|---|
| Abandoned Session | Total abandoned sessions by date and channel | Agentforce Service Agent |
| Actions Usage | Number of engaged sessions by action | Agentforce Service Agent |
| Deflection Session | Total deflected sessions by date and channel | Agentforce Service Agent |
| Engaged Session | Total engaged sessions by date and channel | Agentforce Service Agent |
| Key KPIs | Key KPIs | Agentforce Service Agent |
| Session Engagement | Session engagement metrics | Agentforce Service Agent |
| Subagents Usage | Number of engaged sessions by subagent | Agentforce Service Agent |
| Total Session | Total sessions by date and channel | Agentforce Service Agent |
| DASHBOARD NAME | DESCRIPTION | FOLDER |
|---|---|---|
| Agentforce Service Agent Overview | The standard Agentforce Service Agent dashboard that helps you track and manage your Agentforce Service Agent | Agentforce Service Agent |