Troubleshoot Agent Analytics

If you’re unable to see the information, models, dashboards, or metrics that you expect, try these solutions.

Required Editions

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

Troubleshoot Agent Analytics
Issue	Solution
Agent Analytics Semantic Model isn't available.	Ensure Agentforce Session Tracing is enabled.
Data isn't displayed in your demo or trial org.	Ensure Agentforce Session Tracing is enabled.
The dashboard displays an error stating that the admin has disabled report creation or the relationships have changed.	Clone the dashboard and see if the problem is resolved.
Agent Analytics dashboards are not visible on the Agent Analytics page.	Verify that your org has Tableau Next Platform, which is required to view Agent Analytics dashboards. Tableau Next Platform is included in Salesforce Foundations with flex credits. If you don't have Tableau Next Platform: Check if your org has Salesforce Foundations enabled. If not, activate Salesforce Foundations. If you have Agentforce enabled prior to May 2025 and are on the conversation credits consumption model, you need the new Salesforce Foundations with flex credits SKU (that includes Tableau Next). Contact your Account Executive to swap your legacy Foundations license for Salesforce Foundations - Entitlements - Flex Credits or Salesforce Foundations - Entitlements - Conversations (if you don't intend to migrate to Flex). Alternatively, purchase Tableau Next separately.
Tableau Next Limited Consumer license is not visible in the Permission Set page.	The Tableau Next Limited Consumer license is included with Salesforce Foundations and provides the ability to access and view Agent Analytics dashboards. If you don't see this permission set: Verify that your org has Salesforce Foundations. If not, activate Salesforce Foundations. IIf you have Agentforce enabled prior to May 2025 and are on the conversation credits consumption model, you need the new Salesforce Foundations with flex credits SKU (that includes Tableau Next). Contact your Account Executive to swap your legacy Foundations license for Salesforce Foundations - Entitlements - Flex Credits or Salesforce Foundations - Entitlements - Conversations (if you don't intend to migrate to Flex).
Installed analytics apps are not appearing in the Agentforce Studio app or on the Agent Analytics Setup page.	Analytics apps have specific prerequisites that must be met to appear in your org. If one or more prerequisites are disabled, installed apps will not be visible even though they remain installed. Common prerequisites include: Agentforce Session Tracing: Required for all analytics apps to collect and store session data. Agent-specific settings: Some apps require additional settings. For example, Employee Agent Analytics requires the Employee Agent feature to be enabled in your org. For more information, see Set Up Agentforce Session Tracing and Set Up Agent Analytics .
Agent Analytics apps aren't visible in a sandbox.	Reconnect the connectors. Connections are replicated to your sandbox, but their authentication data isn't. As a result, the connectors have a Needs Activation status. From Setup, go to Data Cloud Setup > Ingestion API > AgentOpt, and click Activate. From Data Cloud Setup, go to Salesforce CRM. Activate the Home org connection, then activate the CRM Connector data streams. Turn Agentforce Session Tracing off and then on again. Agent Optimization is turned on automatically when you turn on Session Tracing. Ingestion API data streams activate automatically after you reconnect the connectors and retoggle Session Tracing. CRM Connector data streams must be activated manually.
An app shows Failed to Install. When the app allows only one instance per Data Space, the Reinstall option appears instead of Update or Reconfigure.	Select Reinstall. This removes the previous failed instance and attempts a new installation in the same Data Space. Without Reinstall, you would need to manually uninstall the failed app and delete the associated logs before installing again.
Data isn't displayed in your demo or trial org.	Ensure Agentforce Session Tracing is enabled.
Digital Wallet DLO and DMO objects are not visible in a sandbox org.	The Digital Wallet DLO and DMO do not exist in sandbox orgs. All usage records—regardless of which environment generated them—are written to the TenantEnrichedUsageEvent (TEUE) DLO in your home (production) org and tagged with `UsageReportingOrgId` and `UsageBusinessEnvType`. To view or query sandbox consumption data, open your production org.
Sandbox consumption is not visible in the sandbox dashboard or Data Cloud objects.	Agent Analytics (STDM) and the Digital Wallet dashboard are environment-agnostic and show only data that lives in the current org. Because sandbox usage records are stored in the home org's TEUE DLO, they do not appear in sandbox Data Cloud objects. To view all consumption—including sandbox usage—open the Digital Wallet dashboard in your production org. To isolate sandbox-only usage, filter the TEUE DLO by `UsageBusinessEnvType = 'Sandbox'`. To narrow results to a specific sandbox, also filter by `UsageReportingOrgId`.
User can't view metrics.	Make sure that the user is assigned the API Enabled permission.
Agent Analytics ingest fails or CRM data doesn't appear.	Assign the Platform Integration User (PIU) to the Data Cloud Salesforce Connector permission set, and enable the permission set before ingest can run. On the permission set, enable access for each required entity and field, including View Setup and Configuration. In a sandbox org, also activate the Salesforce CRM Connector and its data streams. From Data Cloud Setup, go to Salesforce CRM, activate the Home org connection, then activate the CRM Connector data streams. For setup steps, see Set Up Agent Analytics.