--- schema_version: "1" id: 4947f4da3dca668d9bd784a3a3963e6ac645524ca86fd697b31765494a28e3ad title: Agentforce Observability Measure Formulas collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/generative_ai_agent_analytics_measure_formulas.md canonical_url: https://help.salesforce.com/s/articleView?id=ai.generative_ai_agent_analytics_measure_formulas.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 3ddc2ee830dfa5d7187e54fc33aab68e58a4182de7a4a853b36ba374846e45af description: Use these formulas to understand how Agentforce Observability calculates measures in the Agentforce Analytics Foundations semantic data model. products: - Agentforce - Cross Cloud release: "264" --- # Agentforce Observability Measure Formulas Use these formulas to understand how Agentforce Observability calculates measures in the Agentforce Analytics Foundations semantic data model. ## Session and Interaction Metrics
Measure Formulas
Label CX Description Field Name Formula
Abandon Rate Shows the share of engaged sessions that users abandon. Abandonment_Rate_clc 
[Abandoned_Sessions_clc]/[Engaged_Sessions_clc]
Abandoned Sessions Counts sessions that are marked as abandoned. Abandoned_Sessions_clc 
COUNTD(IF [Abandonment_Status_clc] THEN [AI_Agent_Session].[AI_Agent_Session_Id] END)
Deflected Sessions Counts sessions that are marked as deflected. Deflected_Sessions_clc 
COUNTD(IF [Deflection_Status_clc] THEN [AI_Agent_Session].[AI_Agent_Session_Id] END)
Deflection Rate Shows the share of engaged sessions that are deflected. Deflection_Rate_clc 
[Deflected_Sessions_clc]/[Engaged_Sessions_clc]
Engaged Sessions Counts sessions that include an engaged interaction. Engaged_Sessions_clc 
COUNTD( IF [Engagement_Status_clc] THEN [AI_Agent_Interaction].[AI_Agent_Session] END )
Engagement Rate Shows the share of all sessions that include an engaged interaction. Engagement_Rate_clc 
[Engaged_Sessions_clc]/[Unique_Sessions_clc]
Escalated Sessions Counts sessions that are marked as escalated. Escalated_Sessions_clc 
COUNTD(IF [Escalation_Status_clc] THEN [AI_Agent_Session].[AI_Agent_Session_Id] END)
Escalation Rate Shows the share of engaged sessions that are escalated. Escalation_Rate_clc 
[Escalated_Sessions_clc]/[Engaged_Sessions_clc]
Success Rate Shows the share of turn interactions that include an action step without an error. Success_Rate_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]
Unique Interactions Counts unique turn interactions. Unique_Interactions_clc 
COUNTD(IF [AI_Agent_Interaction].[Ai_Agent_Interaction_Type] = 'TURN' THEN [AI_Agent_Interaction].[AI_Agent_Interaction_Id] END)
Unique Moments Counts unique agent moments. Unique_Moments_clc 
COUNTD([AI_Agent_Moment].[AI_Agent_Moment_Id])
Unique Sessions Counts unique agent sessions. Unique_Sessions_clc 
COUNTD([AI_Agent_Session].[AI_Agent_Session_Id])
Unique Users Counts unique user participants, including messaging end users and users. Unique_Users_clc 
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
)
Average Interactions Per Session Shows the average number of turn interactions in sessions that have ended. Average_Interactions_Per_Session_clc 
AVG(IF [Is_Session_Ended_clc] THEN 
{FIXED[AI_Agent_Session].[AI_Agent_Session_Id]:[Unique_Interactions_clc]}
END)
Average User Interactions Shows the average number of turn interactions for each user participant. Average_User_Interactions_clc 
AVG(
IF [Is_User_clc]
THEN 
{ FIXED [AI_Agent_Session_Participant].[Participant] : [Unique_Interactions_clc] }
END
)
Average Moment Duration Shows the average duration of agent moments, in seconds. Average_Moment_Duration_clc 
AVG([Moment_Duration_clc])
Average Session Duration Shows the average duration of sessions, in seconds. Average_Session_Duration_clc 
AVG([Session_Duration_clc])
Average Agent Interaction Duration Shows the average duration of turn interactions, in seconds. Average_Agent_Interaction_Latency_clc 
AVG(IF [AI_Agent_Interaction].[Ai_Agent_Interaction_Type] = 'TURN' THEN [Agent_Interaction_Latency_clc] END)
Agent to User Message Ratio Compares the number of agent messages with the number of user messages. Agent_User_Message_Ratio_clc 
[Total_Agent_Messages_clc]
/
[Total_User_Messages_clc]
Total Agent Messages Counts messages sent by the agent. Total_Agent_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
)
Total Agent Triggered Actions Counts action steps triggered by the agent. Total_Agent_Triggered_Actions_clc 
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
)
Total User Messages Counts messages sent by users. Total_User_Messages_clc 
COUNTD(
	IF [Is_User_clc]
    THEN [AI_Agent_Interaction_Message].[AI_Agent_Interaction_Message_Id]
    ELSE NULL
    END
)
Unique Tags Counts unique agent tags. Unique_Tags_clc 
COUNTD([AI_Agent_Tag].[AI_Agent_Tag_Id])
Interaction Error Rate Shows the share of turn interactions that contain an error step. Error_Rate_clc 
COUNTD(IF [Is_Step_With_Error_clc] THEN [AI_Agent_Interaction].[AI_Agent_Interaction_Id] END) / [Unique_Interactions_clc]
Total Errors Counts interaction steps identified as errors. Total_Errors_clc 
COUNTD(IF [Is_Step_With_Error_clc] THEN [AI_Agent_Interaction_Step].[AI_Agent_Interaction_Step_Id] END)
Interruption Rate Shows the share of turn interactions where a user interruption has a recorded value. Interruption_Rate_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]
    END
)
/
[Unique_Interactions_clc]
Total User Interruptions Counts user interruption steps with a recorded value. Total_User_Interruptions_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
)
## Response and Voice Metrics
Measure Formulas
Label CX Description Field Name Formula
Turn Completion Rate Shows the share of user turns that receive an agent response within 60 seconds. Agent_Response_Rate_clc 
[User_Turns_With_Response_clc] / [Total_User_Turns_clc]
Total User Turns Counts user turns. Total_User_Turns_clc 
COUNTD(IF [Is_User_Turn_clc] THEN [AI_Agent_Interaction].[AI_Agent_Interaction_Id] END)
User Turns With Response Counts user turns that receive an agent response within 60 seconds. User_Turns_With_Response_clc 
COUNTD(IF [Agent_Response_Within_60s_clc] THEN [AI_Agent_Interaction].[AI_Agent_Interaction_Id] END)
Average Agent Response Latency Shows the average time until the agent starts responding after a user message ends. Average_Agent_Response_Latency_clc 
AVG([Time_To_First_Agent_Token_clc])
Average Agent Response Completion Latency Shows the average time until the agent finishes responding after a user message ends. Average_Agent_Response_Duration_clc 
AVG([Time_To_Last_Agent_Token_clc])
Agent Response Latency (P50) Shows the midpoint response latency: half of responses start sooner and half start later. Time_To_First_Agent_Token_P50_clc 
PERCENTILE([Time_To_First_Agent_Token_clc], 0.5)
Agent Response Latency (P90) Shows the response latency that 90% of responses meet or improve on. Time_To_First_Agent_Token_P90_clc 
PERCENTILE([Time_To_First_Agent_Token_clc], 0.9)
Agent Response Latency (P95) Shows the response latency that 95% of responses meet or improve on. Time_To_First_Agent_Token_P95_clc 
PERCENTILE([Time_To_First_Agent_Token_clc], 0.95)
Agent Response Latency (P99) Shows the response latency that 99% of responses meet or improve on. Time_To_First_Agent_Token_P99_clc 
PERCENTILE([Time_To_First_Agent_Token_clc], 0.99)
Agent Response Completion Latency (P50) Shows the midpoint completion latency: half of responses finish sooner and half finish later. Time_To_Last_Agent_Token_P50_clc 
PERCENTILE([Time_To_Last_Agent_Token_clc], 0.5)
Agent Response Completion Latency (P90) Shows the completion latency that 90% of responses meet or improve on. Time_To_Last_Agent_Token_P90_clc 
PERCENTILE([Time_To_Last_Agent_Token_clc], 0.9)
Agent Response Completion Latency (P95) Shows the completion latency that 95% of responses meet or improve on. Time_To_Last_Agent_Token_P95_clc 
PERCENTILE([Time_To_Last_Agent_Token_clc], 0.95)
Agent Response Completion Latency (P99) Shows the completion latency that 99% of responses meet or improve on. Time_To_Last_Agent_Token_P99_clc 
PERCENTILE([Time_To_Last_Agent_Token_clc], 0.99)
Total Agent Talk Duration Shows total agent speaking time for voice sessions with complete message timestamps. Total_Agent_Talk_Duration_clc 
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
)
Total User Talk Duration Shows total user speaking time for voice sessions with complete message timestamps. Total_User_Talk_Duration_clc 
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
)
Agent Talk Ratio Shows the proportion of voice-session talk time used by the agent. Agent_Talk_Ratio_clc 
[Total_Agent_Talk_Duration_clc]
/
([Total_Agent_Talk_Duration_clc] + [Total_User_Talk_Duration_clc])
## Feedback, Trust Layer, and Scorer Metrics
Measure Formulas
Label CX Description Field Name Formula
Positive User Feedback Counts interactions whose latest user feedback is positive. Positive_User_Feedback_clc 
COUNTD(IF [User_Feedback_Status_clc] = 'Positive' THEN [AI_Agent_Interaction].[AI_Agent_Interaction_Id] END)
Negative User Feedback Counts interactions whose latest user feedback is negative. Negative_User_Feedback_clc 
COUNTD(IF [User_Feedback_Status_clc] = 'Negative' THEN [AI_Agent_Interaction].[AI_Agent_Interaction_Id] END)
Average Answer Faithfulness Score Shows the average faithfulness score for interactions with telemetry data. Average_Answer_Faithfulness_Score_clc 
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)
Average Answer Relevance Score Shows the average answer relevance score for interactions with telemetry data. Average_Answer_Relevance_Score_clc 
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)
Average Context Relevance Score Shows the average context precision score for interactions with telemetry data. Average_Context_Relevance_Score_clc 
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)
Average Agent Toxicity Score Shows the average toxicity score for generated agent output. Average_Agent_Toxicity_Score_clc 
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)
Average Quality Score Shows the average quality score. Average_Quality_Score_clc 
AVG([Quality_Score_clc])
Quality Score Reasoning Shows the reason associated with the moment quality score. Quality_Score_Reasoning_clc 
[AI_Agent_Moment_Quality_Score_lv].[AI_Agent_Tag_Association2_Association_Reason]
High Adherence Response Rate Shows the share of evaluated interaction steps with a High instruction-adherence rating. High_Adherence_Response_Rate_clc 
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)
Task Resolution Rate Shows the share of evaluated sessions that are fully resolved. Task_Resolution_Rate_clc 
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)
Intent Scorer Aggregation Shows the average latest score for the intent scorer selected by the Intent Scorer API Name parameter. Intent_Scorer_Aggregation_clc 
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
)
Interaction Scorer Aggregation Shows the average latest score for the interaction scorer selected by the Interaction Scorer API Name parameter. Interaction_Scorer_Aggregation_clc 
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
)
Session Scorer Aggregation Shows the average latest score for the session scorer selected by the Session Scorer API Name parameter. Session_Scorer_Aggregation_clc 
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
)
Stickiness Rate Compares average daily active users with average monthly active users. Stickiness_Ratio_clc 
(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]}))
## Usage and Connected Subagent Metrics
Measure Formulas
Label CX Description Field Name Formula
Total Flex Credits Shows total FlexCredits usage from tenant consumption insights. Total_Flex_Credits_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
)
Average Orchestrator to Connected Subagent Duration Shows the average time to delegate work to a connected subagent, in milliseconds. Average_Connected_Subagent_Orchestration_Duration_clc 
AVG([Connected_Subagent_Orchestration_Duration_ms_clc])
Average Connected Subagent Execution Duration Shows the average connected-subagent execution time, in milliseconds. Average_Connected_Subagent_Execution_Duration_clc 
AVG([Connected_Subagent_Execution_Duration_ms_clc])
Total Orchestrator to Connected Subagent Duration Shows total time spent delegating work to connected subagents, in milliseconds. Total_Connected_Subagent_Orchestration_Duration_clc 
SUM([Connected_Subagent_Orchestration_Duration_ms_clc])
Total Connected Subagent Execution Duration Shows total connected-subagent execution time, in milliseconds. Total_Connected_Subagent_Execution_Duration_clc 
SUM([Connected_Subagent_Execution_Duration_ms_clc])