---
schema_version: "1"
id: 42e8a97cf2cb4f57dc5b3074df746e8b1de6aa5e8e76a209382bf7dea08b45ee
title: Set Up Agent Analytics
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_setup.md
canonical_url: https://help.salesforce.com/s/articleView?id=ai.generative_ai_agent_analytics_setup.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 70fa5caf6a5c8e5408234dd93ec01a3729dda6cce61234c43633a37d41dceae7
description: Set up Agent Analytics to gain insights into agent performance, track conversation metrics, and optimize your agents with comprehensive dashboards and session insights.
products:
  - Agentforce
  - Cross Cloud
release: "264"
---
# Set Up Agent Analytics

Set up Agent Analytics to gain insights into agent performance, track conversation metrics, and optimize your agents with comprehensive dashboards and session insights.

### Required Editions

| Required Editions |
| --- |
| Agent Analytics is available in Salesforce Enterprise, Performance, and Unlimited Editions with Salesforce Foundations or Agentforce 1 Edition. Agent Analytics is available in sandbox and DC1 organizations. |

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/images/icon_note.png)

Note Agent Analytics requires Salesforce Standard Data Model version 1.130 or higher.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col>
          <col>
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:left;vertical-align:top;" id="d59220e66">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d59220e66 ">To install Agent Analytics</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d59220e66 ">
              <p>One of these permission combinations:</p>
              <ul>
                <li>System Administrator and Data Cloud Admin permission sets</li>

                <li>Agentforce Service Agent Configuration and Data Cloud Architect permission sets</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d59220e66 ">To view and access Agent Analytics (Salesforce Foundations users)</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d59220e66 ">
              <ul>
                <li>TabNext Limited Consumer</li>

                <li>Data Cloud User</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d59220e66 ">To view and access Agent Analytics (Agentforce 1 and Agentforce for X users)</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d59220e66 ">
              <ul>
                <li>Tableau Next Platform Analyst</li>

                <li>Data Cloud User</li>

              </ul>
              <p>Admins must share the relevant workspaces with users so that dashboards are visible.</p>
              <p style="margin-bottom:0;">Assign <strong class="uicontrol">Tableau Next Standard Consumer</strong> to view customized or
                cloned dashboards. For details, see <a href="https://help.salesforce.com/s/articleView?language=en_US&amp;id=analytics.tua_governance.htm&amp;type=5" target="_blank">Tableau Next Access Governance</a>.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d59220e66 ">To view metrics</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d59220e66 ">API Enabled permission</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d59220e66 ">To ingest CRM data</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d59220e66 ">
              <p>Assign the Platform Integration User (PIU) to the <strong class="uicontrol">Data Cloud Salesforce
                  Connector</strong> permission set, and enable that permission set.</p>
              <p style="margin-bottom:0;">The permission set must also have access to each required entity and field, including
                <strong class="uicontrol">View Setup and Configuration</strong>.
              </p>
            </td>

          </tr>
        </tbody>
      </table>

#### See Also

- [Set Up Agentforce Session Tracing](https://help.salesforce.com/s/articleView?id=ai.generative_ai_session_trace_setup.htm&release=264.0.0&type=5 "Turn on Agentforce Session Tracing to collect and store, in Data 360, detailed data about agent sessions. By default, Agentforce Session Tracing is off. For orgs with only one dataspace, it’s turned on by default when Agentforce is turned on.")

## Setup Steps

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/images/icon_note.png)

Note The setup steps in this section cover the standard Agent Analytics installation flow. Feedback (thumbs up/down, guardrails) and Knowledge/RAG metrics are optional. See [Optional: Turn On Feedback and RAG Metrics](https://help.salesforce.com/s/articleView?id=ai.generative_ai_agent_analytics_setup.htm&release=264.0.0&type=5). Turn on those features only if you plan to use Feedback or RAG metrics in your dashboards.

1. Confirm that Data Cloud is provisioned and enabled in your Salesforce org, that Einstein is turned on, and that you have an active agent.
2. Make sure that the relevant user permissions are assigned.
3. Assign the Platform Integration User to the **Data Cloud Salesforce Connector** permission set, and enable the permission set.
    
    From Setup, enter Permission Sets in the Quick Find box, then select **Permission Sets**. Open **Data Cloud Salesforce Connector**, and click **Manage Assignments**. On the **Current Assignments** page, confirm that **Platform Integration User** is listed and that **Active** is selected. If it isn’t assigned, add it.
    
    Agent Analytics ingest requires this assignment. On the permission set, enable access for each required entity and field, including **View Setup and Configuration**.
    
    ![Current Assignments page for the Data Cloud Salesforce Connector permission set, with Platform Integration User listed and Active selected](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/generative_ai_agent_analytics_setup_piu_assignment.png)
4. In a sandbox org, activate the Salesforce CRM Connector and its data streams.
    
    Connections are copied from production to the sandbox, but they remain inactive until you activate them. From Data Cloud Setup, go to **Salesforce CRM**. Click the dropdown next to the Home org connection and select **Activate**. Then activate the CRM Connector data streams.
    
    For details, see [CRM Connections in a Sandbox](https://help.salesforce.com/s/articleView?id=data.c360_a_crm_connections_in_a_sandbox.htm&type=5&language=en_US).
5. Verify that you have the latest version of the Salesforce Standard Data Model (version 1.130 or higher) in your org (sandbox or production). From Setup, go to **Apps** -> **Packaging** -> **Installed Packages** -> **Salesforce Standard Data Model**. To get the required version, click [here](https://login.salesforce.com/packaging/installPackage.apexp?p0=04tKe000000Pc4v) and follow the instructions.
6. From Setup, go to **Einstein Audit, Analytics, and Monitoring Setup**.
7. Turn on **Agentforce Session Tracing** if it's not turned on.
    
    Session Tracing also provisions the required Analytics data model entities to perform queries. For details, see [Agentforce Session Tracing](https://help.salesforce.com/s/articleView?id=ai.generative_ai_session_trace.htm&release=264.0.0&type=5 "Agentforce session tracing captures detailed agent interaction data in a unified data model on Data 360. Build dashboards, reports, and queries on this data to derive insights into agent behavior and trends. Take data-driven action while testing, debugging, and monitoring agents in sandbox or production environments.").
8. From Setup, go to **Agent Analytics**.
9. Install Service Agent Analytics.
    1. Assign Agentforce Service Agent Configuration permission set.
    2. Click **Install**.
10. Install Employee Agent Analytics.
    1. Validate you have system admin access.
    2. Click **Install**.
11. Install SDR Analytics. For details, see [Set Up Sales Agent SDR Analytics](https://help.salesforce.com/s/articleView?id=sales.sales_agent_sdr_analytics_setup.htm&type=5&language=en_US).
12. Refresh the page to verify installation is complete.

## Optional: Turn On Feedback and RAG Metrics

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/images/icon_important.png)

Important Complete these steps only if you want Feedback (thumbs up/down and guardrails) and Knowledge/RAG metrics in Agent Analytics dashboards. Standard Agent Analytics setup doesn't require these features. Turning them on triggers the provisioning of more data model objects (DMOs) and can introduce unnecessary overhead if you don't need these metrics.

1. From Setup, go to **Einstein Audit, Analytics, and Monitoring Setup**.
2. Turn on **Audit and Feedback** if it's not turned on.
    
    Audit and Feedback provisions the data model objects (DMOs) in the Analytics data model on which feedback metrics rely. For details, see [Capture Agent Feedback](https://help.salesforce.com/s/articleView?id=ai.generative_ai_feedback.htm&release=264.0.0&type=5 "Collect and store Einstein generative AI audit and feedback data in Data 360 and enhance your generative AI applications with feedback analytics, prompt adjustments, and LLM tuning.").
3. Under **Audit and Feedback**, turn on **Knowledge/RAG Quality Data and Metrics** if it's not turned on.
    
    This feature measures how well your AI solutions retrieve knowledge from unstructured data sources. For details, see [Monitor Knowledge and Retrieval Quality](https://help.salesforce.com/s/articleView?id=ai.generative_ai_monitor_retrieval.htm&release=264.0.0&type=5 "Monitor knowledge retrieval quality scores for your Agentforce and generative AI solutions in production and sandbox environments. Use built-in dashboards and reports to track run-time performance, view trends, and identify areas to improve. Retrieval Augmented Generation (RAG) quality metrics help you identify problem patterns, conduct root cause analysis, and fine-tune your RAG-powered solutions.").
4. After completing Feedback and RAG enablement, reinstall Analytics if your Analytics enablement was decoupled from the initial Analytics enablement.

## Manage Agent Analytics App Statuses

On the Agent Analytics setup page, the options available for managing your app templates depend on the current version and installation status of each app. You can track the progress of operations—including updates, uninstalls, or reinstalls—in the Manage and Monitor section.

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/images/icon_important.png)

Important Agent Analytics vs. Agent Optimization

Installing an Agent Analytics app doesn’t automatically connect or configure [Agent Optimization](https://help.salesforce.com/s/articleView?id=ai.generative_ai_optimize.htm&release=264.0.0&type=5 "Use Agent Optimization to inspect agent sessions from the initial user request to the agent’s resolution."). Configure each one separately.

- **Viewing analytics:** After installing an Agent Analytics app (such as Service Agent Analytics), go to Agentforce Studio to view the corresponding dashboard.
- **Configuring optimization:** Agent Optimization requires a separate manual configuration, including permission assignments such as the Access Agent Optimization permission set. See [Set Up Agent Optimization](https://help.salesforce.com/s/articleView?id=ai.generative_ai_optimize_setup.htm&release=264.0.0&type=5 "To use Agent Optimization, turn it on in Einstein Setup. Analyze agent sessions, identify knowledge gaps, and explore unresolved interactions based on Agentforce Session Tracing data.").

## Transition from Legacy Agent Analytics

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/images/icon_important.png)

Important If you're migrating from legacy analytics, complete these required steps.

Agent Analytics replaces the [Legacy analytics](https://help.salesforce.com/s/articleView?id=ai.copilot_analytics.htm&release=264.0.0&type=5 "Legacy Agentforce Analytics uses Data 360 to help you gain insights into how your agents are performing. The insights in your customizable dashboard and reports can help you determine whether you want to change anything to drive adoption or adjust subagents and actions to improve user satisfaction.") version. To transition, existing analytics users complete the preceding steps and these required steps. For more details, see [Transition from Legacy Analytics to Agent Analytics](https://help.salesforce.com/s/articleView?id=005135173&type=1&language=en_US).

1. Transition from Agentforce (Default) to [Agentforce Employee Agent](https://help.salesforce.com/s/articleView?id=ai.migrate_agentforce_default_to_aea.htm&release=264.0.0&type=5 "Discover the key differences between Agentforce (Default) and Agentforce Employee agent, and learn how to seamlessly migrate your default agents. The migration flow creates a new Employee agent with the same subagents and actions, variables and settings as your default agent. You can fine-tune your Agentforce (Default) agent into multiple employee agent personas, each specializing in different use cases, with improved access control and channel integrations.").
2. Transition existing automations (Flow, Apex, or Prompt) created on top of existing DLOs or DMOs to Agentforce Session Data Model or Einstein Feedback instead.
3. Transition existing custom reports or dashboards created on top of existing DLOs or DMOs to Agentforce Analytics Foundations Semantic Model or Einstein Feedback instead.
4. After you've completed the preceding requirements, turn off the legacy **Agent Analytics** toggle from **Einstein Audit, Analytics, and Monitoring Setup**.