Agentforce Observability Measure Formulas

[Abandoned_Sessions_clc]/[Engaged_Sessions_clc]

COUNTD(IF [Abandonment_Status_clc] THEN [AI_Agent_Session].[AI_Agent_Session_Id] END)

COUNTD(IF [Deflection_Status_clc] THEN [AI_Agent_Session].[AI_Agent_Session_Id] END)

[Deflected_Sessions_clc]/[Engaged_Sessions_clc]

COUNTD( IF [Engagement_Status_clc] THEN [AI_Agent_Interaction].[AI_Agent_Session] END )

[Engaged_Sessions_clc]/[Unique_Sessions_clc]

COUNTD(IF [Escalation_Status_clc] THEN [AI_Agent_Session].[AI_Agent_Session_Id] END)

[Escalated_Sessions_clc]/[Engaged_Sessions_clc]

COUNTD(
IF [AI_Agent_Interaction_Step].[Ai_Agent_Interaction_Step_Type] = 'ACTION_STEP'
AND [Is_Step_With_Error_clc] = FALSE
THEN [AI_Agent_Interaction].[AI_Agent_Interaction_Id]
END
) / [Unique_Interactions_clc]

COUNTD(IF [AI_Agent_Interaction].[Ai_Agent_Interaction_Type] = 'TURN' THEN [AI_Agent_Interaction].[AI_Agent_Interaction_Id] END)

COUNTD([AI_Agent_Moment].[AI_Agent_Moment_Id])

COUNTD([AI_Agent_Session].[AI_Agent_Session_Id])

COUNTD(
    IF 
        [AI_Agent_Session_Participant_Extended_lv].[AI_Agent_Session_Participant_Ext_AI_Agent_Session_Participant_Role] = 'USER'
    AND 
        [AI_Agent_Session_Participant_Extended_lv].[AI_Agent_Session_Participant_Ext_Participant_Object] IN ('MessagingEndUser', 'User')
    THEN 
        [AI_Agent_Session_Participant_Extended_lv].[AI_Agent_Session_Participant_Ext_Participant]
    END
)

AVG(IF [Is_Session_Ended_clc] THEN 
{FIXED[AI_Agent_Session].[AI_Agent_Session_Id]:[Unique_Interactions_clc]}
END)

AVG(
IF [Is_User_clc]
THEN 
{ FIXED [AI_Agent_Session_Participant].[Participant] : [Unique_Interactions_clc] }
END
)

AVG([Moment_Duration_clc])

AVG([Session_Duration_clc])

AVG(IF [AI_Agent_Interaction].[Ai_Agent_Interaction_Type] = 'TURN' THEN [Agent_Interaction_Latency_clc] END)

[Total_Agent_Messages_clc]
/
[Total_User_Messages_clc]

COUNTD(
	IF [AI_Agent_Session_Participant].[AI_Agent_Session_Participant_Role] = "AGENT"
    THEN [AI_Agent_Interaction_Message].[AI_Agent_Interaction_Message_Id]
    ELSE NULL
    END
)

COUNTD(
	IF [AI_Agent_Interaction_Step].[Ai_Agent_Interaction_Step_Type] = "ACTION_STEP"
	THEN [AI_Agent_Interaction_Step].[AI_Agent_Interaction_Step_Id]
	ELSE NULL 
	END
)

COUNTD(
	IF [Is_User_clc]
    THEN [AI_Agent_Interaction_Message].[AI_Agent_Interaction_Message_Id]
    ELSE NULL
    END
)

COUNTD([AI_Agent_Tag].[AI_Agent_Tag_Id])

COUNTD(IF [Is_Step_With_Error_clc] THEN [AI_Agent_Interaction].[AI_Agent_Interaction_Id] END) / [Unique_Interactions_clc]

COUNTD(IF [Is_Step_With_Error_clc] THEN [AI_Agent_Interaction_Step].[AI_Agent_Interaction_Step_Id] END)

COUNTD(
    IF [AI_Agent_Interaction_Step].[Ai_Agent_Interaction_Step_Type] = 'INTERRUPT_STEP' 
       AND NOT ISNULL([AI_Agent_Interaction_Step].[Output_Value]) 
       AND LEN(TRIM([AI_Agent_Interaction_Step].[Output_Value])) > 0 
       AND [AI_Agent_Interaction_Step].[Output_Value] != 'NOT_SET'
    THEN [AI_Agent_Interaction_Step].[AI_Agent_Interaction]
    END
)
/
[Unique_Interactions_clc]

COUNTD(
    IF [AI_Agent_Interaction_Step].[Ai_Agent_Interaction_Step_Type] = 'INTERRUPT_STEP' 
       AND NOT ISNULL([AI_Agent_Interaction_Step].[Output_Value]) 
       AND LEN(TRIM([AI_Agent_Interaction_Step].[Output_Value])) > 0 
       AND [AI_Agent_Interaction_Step].[Output_Value] != 'NOT_SET'
    THEN [AI_Agent_Interaction_Step].[AI_Agent_Interaction_Step_Id] 
    END
)

[User_Turns_With_Response_clc] / [Total_User_Turns_clc]

COUNTD(IF [Is_User_Turn_clc] THEN [AI_Agent_Interaction].[AI_Agent_Interaction_Id] END)

COUNTD(IF [Agent_Response_Within_60s_clc] THEN [AI_Agent_Interaction].[AI_Agent_Interaction_Id] END)

AVG([Time_To_First_Agent_Token_clc])

AVG([Time_To_Last_Agent_Token_clc])

PERCENTILE([Time_To_First_Agent_Token_clc], 0.5)

PERCENTILE([Time_To_First_Agent_Token_clc], 0.9)

PERCENTILE([Time_To_First_Agent_Token_clc], 0.95)

PERCENTILE([Time_To_First_Agent_Token_clc], 0.99)

PERCENTILE([Time_To_Last_Agent_Token_clc], 0.5)

PERCENTILE([Time_To_Last_Agent_Token_clc], 0.9)

PERCENTILE([Time_To_Last_Agent_Token_clc], 0.95)

PERCENTILE([Time_To_Last_Agent_Token_clc], 0.99)

SUM(
	IF NOT ISNULL([AI_Agent_Session].[Related_Voice_Call])
	AND [AI_Agent_Session].[Related_Voice_Call] != 'NOT_SET'
	AND [AI_Agent_Interaction_Message].[AI_Agent_Interaction_Message_Type] = 'Output'
	AND NOT ISNULL([AI_Agent_Interaction_Message].[Message_Start_Timestamp])
	AND YEAR([AI_Agent_Interaction_Message].[Message_Start_Timestamp]) > 1970
	AND NOT ISNULL([AI_Agent_Interaction_Message].[Message_End_Timestamp])
	AND YEAR([AI_Agent_Interaction_Message].[Message_End_Timestamp]) > 1970
	THEN DATEDIFF('MILLISECONDS', [AI_Agent_Interaction_Message].[Message_Start_Timestamp], [AI_Agent_Interaction_Message].[Message_End_Timestamp]) / 1000.0
	END
)

SUM(
	IF NOT ISNULL([AI_Agent_Session].[Related_Voice_Call])
	AND [AI_Agent_Session].[Related_Voice_Call] != 'NOT_SET'
	AND [AI_Agent_Interaction_Message].[AI_Agent_Interaction_Message_Type] = 'Input'
	AND NOT ISNULL([AI_Agent_Interaction_Message].[Message_Start_Timestamp])
	AND YEAR([AI_Agent_Interaction_Message].[Message_Start_Timestamp]) > 1970
	AND NOT ISNULL([AI_Agent_Interaction_Message].[Message_End_Timestamp])
	AND YEAR([AI_Agent_Interaction_Message].[Message_End_Timestamp]) > 1970
	THEN DATEDIFF('MILLISECONDS', [AI_Agent_Interaction_Message].[Message_Start_Timestamp], [AI_Agent_Interaction_Message].[Message_End_Timestamp]) / 1000.0
	END
)

[Total_Agent_Talk_Duration_clc]
/
([Total_Agent_Talk_Duration_clc] + [Total_User_Talk_Duration_clc])

COUNTD(IF [User_Feedback_Status_clc] = 'Positive' THEN [AI_Agent_Interaction].[AI_Agent_Interaction_Id] END)

COUNTD(IF [User_Feedback_Status_clc] = 'Negative' THEN [AI_Agent_Interaction].[AI_Agent_Interaction_Id] END)

AVG(IF NOT ISNULL([AI_Agent_Interaction].[Telemetry_Trace]) AND [AI_Agent_Interaction].[Telemetry_Trace] != 'NOT_SET' THEN [AI_Retriever_Quality_Metric].[Faithfulness_Relevancy_Score] END)

AVG(IF NOT ISNULL([AI_Agent_Interaction].[Telemetry_Trace]) AND [AI_Agent_Interaction].[Telemetry_Trace] != 'NOT_SET' THEN [AI_Retriever_Quality_Metric].[Answer_Relevancy_Score] END)

AVG(IF NOT ISNULL([AI_Agent_Interaction].[Telemetry_Trace]) AND [AI_Agent_Interaction].[Telemetry_Trace] != 'NOT_SET' THEN [AI_Retriever_Quality_Metric].[Context_Precision_Score] END)

AVG(IF [AI_Agent_Interaction_Step].[Generation] != 'NOT_SET' AND [Categorized_Content_Quality_View_lv].[Ai_Content_Quality_Category2_Detector_Type] = 'TOXICITY' AND [Categorized_Content_Quality_View_lv].[Ai_Content_Quality_Content_Type] = 'OUTPUT' THEN FLOAT([Categorized_Content_Quality_View_lv].[Ai_Content_Quality_Category2_Value]) END)

AVG([Quality_Score_clc])

[AI_Agent_Moment_Quality_Score_lv].[AI_Agent_Tag_Association2_Association_Reason]

COUNTD(IF [Agent_Adherence_Status_clc] = 'High' THEN [AI_Agent_Interaction_Step].[AI_Agent_Interaction_Step_Id] END) 
/ 
COUNTD(IF NOT ISNULL([Agent_Adherence_Status_clc]) THEN [AI_Agent_Interaction_Step].[AI_Agent_Interaction_Step_Id] END)

COUNTD(IF [Task_Resolution_Status_clc] = 'FULLY_RESOLVED' THEN [AI_Agent_Session].[AI_Agent_Session_Id] END) 
/ COUNTD(IF NOT ISNULL([Task_Resolution_Status_clc]) THEN [AI_Agent_Session].[AI_Agent_Session_Id] END)

AVG(
  IF [AI_Agent_Tag_Definition].[Tag_Identifier] = [Parameters].[Intent_Scorer_Api_Name_prm]
     AND [Is_Latest_Intent_Scorer_clc] = TRUE
  THEN FLOAT([AI_Agent_Tag].[Value])
  END
)

AVG(
  IF [AI_Agent_Interaction_Tag_Association_lv].[AI_Agent_Tag_Definition3_Tag_Identifier] = [Parameters].[Interaction_Scorer_Api_Name_prm]
     AND [Is_Latest_Interaction_Scorer_clc] = TRUE
  THEN FLOAT([AI_Agent_Interaction_Tag_Association_lv].[AI_Agent_Tag3_Value])
  END
)

AVG(
  IF [AI_Agent_Session_Tag_Association_lv].[AI_Agent_Tag_Definition2_Tag_Identifier] = [Parameters].[Session_Scorer_Api_Name_prm]
     AND [Is_Latest_Session_Scorer_clc] = TRUE
  THEN
      FLOAT(
          IF
          NOT ISNULL([AI_Agent_Session_Tag_Association_lv].[AI_Agent_Tag_Association3_Value]) AND [AI_Agent_Session_Tag_Association_lv].[AI_Agent_Tag_Association3_Value] != 'NOT_SET'
          THEN [AI_Agent_Session_Tag_Association_lv].[AI_Agent_Tag_Association3_Value]
          ELSE [AI_Agent_Session_Tag_Association_lv].[AI_Agent_Tag2_Value]
          END
      )
  END
)

(AVG(IF [Is_User_clc] THEN {FIXED DATE([AI_Agent_Session].[Start_Timestamp]): [Unique_Users_clc]} END)) / (AVG({FIXED UPPER(LEFT(DATENAME("Month", [AI_Agent_Session].[Start_Timestamp]),3)) + " " + STR(YEAR([AI_Agent_Session].[Start_Timestamp])): [Unique_Users_clc]}))

SUM(
  IF 1=1 THEN
    { FIXED [Tenant_Consumption_Insights].[ID] : MAX(
        IF [Tenant_Consumption_Insights].[Card_Definition_Developer_Name] = 'FlexCredits'
        THEN [Tenant_Consumption_Insights].[Units_Consumed]
        ELSE 0
        END
    ) }
  ELSE 0 END
)

AVG([Connected_Subagent_Orchestration_Duration_ms_clc])

AVG([Connected_Subagent_Execution_Duration_ms_clc])

SUM([Connected_Subagent_Orchestration_Duration_ms_clc])

SUM([Connected_Subagent_Execution_Duration_ms_clc])