---
schema_version: "1"
id: 942e7e50374aa64158b6f7e6ce454fe9b41b8179be518a34825d2239dc2845d4
title: Troubleshoot 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_troubleshoot.md
canonical_url: https://help.salesforce.com/s/articleView?id=ai.generative_ai_agent_analytics_troubleshoot.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 0b2f985705b67150132cb8ef019dbe898369559802d6475658e105f299b66395
description: If you’re unable to see the information, models, dashboards, or metrics that you expect, try these solutions.
products:
  - Agentforce
  - Cross Cloud
release: "264"
---
# 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. |

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small " summary="Troubleshoot Agent Analytics">
      <caption>Troubleshoot Agent Analytics</caption>
      <colgroup>
        <col style="width:50%">
        <col style="width:50%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d175368e64">Issue</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d175368e67">Solution</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d175368e64 ">Agent Analytics Semantic Model isn't available.</td>

          <td data-label="Solution" class="slds-cell-wrap" style="vertical-align:top;" headers="d175368e67 ">Ensure Agentforce Session Tracing is enabled.</td>

        </tr>
        <tr class="">
          <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d175368e64 ">Data isn't displayed in your demo or trial org.</td>

          <td data-label="Solution" class="slds-cell-wrap" style="vertical-align:top;" headers="d175368e67 ">Ensure Agentforce Session Tracing is enabled.</td>

        </tr>
        <tr class="">
          <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d175368e64 ">The dashboard displays an error stating that the admin has disabled report
            creation or the relationships have changed.</td>

          <td data-label="Solution" class="slds-cell-wrap" style="vertical-align:top;" headers="d175368e67 ">Clone the dashboard and see if the problem is resolved.</td>

        </tr>
        <tr class="">
          <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d175368e64 ">Agent Analytics dashboards are not visible on the Agent Analytics page.</td>

          <td data-label="Solution" class="slds-cell-wrap" style="vertical-align:top;" headers="d175368e67 ">
            <p>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.</p>
            <p>If you don't have Tableau Next Platform:</p>
            <ul>
              <li>Check if your org has Salesforce Foundations enabled. If not, <a href="https://help.salesforce.com/s/articleView?id=sf.foundations_setup.htm&amp;language=en_US" target="_blank">activate Salesforce Foundations</a>.</li>

              <li>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).</li>

              <li>Alternatively, purchase Tableau Next separately.</li>

            </ul>
          </td>

        </tr>
        <tr class="">
          <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d175368e64 ">Tableau Next Limited Consumer license is not visible in the Permission Set
            page.</td>

          <td data-label="Solution" class="slds-cell-wrap" style="vertical-align:top;" headers="d175368e67 ">
            <p>The Tableau Next Limited Consumer license is included with Salesforce Foundations
              and provides the ability to access and view Agent Analytics dashboards.</p>
            <p>If you don't see this permission set:</p>
            <ul>
              <li>Verify that your org has Salesforce Foundations. If not, <a href="https://help.salesforce.com/s/articleView?id=sf.foundations_setup.htm&amp;language=en_US" target="_blank">activate Salesforce Foundations</a>.</li>

              <li>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).</li>

            </ul>
          </td>

        </tr>
        <tr class="">
          <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d175368e64 ">Installed analytics apps are not appearing in the Agentforce Studio app or on the
            Agent Analytics Setup page.</td>

          <td data-label="Solution" class="slds-cell-wrap" style="vertical-align:top;" headers="d175368e67 ">
            <p>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.</p>
            <p>Common prerequisites include:</p>
            <ul>
              <li><strong>Agentforce Session Tracing:</strong> Required for all analytics apps to collect
                and store session data.</li>

              <li><strong>Agent-specific settings:</strong> Some apps require additional settings. For
                example, Employee Agent Analytics requires the Employee Agent feature to be
                enabled in your org.</li>

            </ul>
            <p style="margin-bottom:0;">For more information, see <a href="https://help.salesforce.com/s/articleView?id=ai.generative_ai_session_trace_setup.htm&amp;release=264.0.0&amp;type=5" title="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.">Set Up Agentforce Session Tracing</a> and <a href="https://help.salesforce.com/s/articleView?id=ai.generative_ai_agent_analytics_setup.htm&amp;release=264.0.0&amp;type=5" title="Set up Agent Analytics to gain insights into agent performance, track conversation metrics, and optimize your agents with comprehensive dashboards and session insights.">Set Up Agent
                Analytics </a>.</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d175368e64 ">Agent Analytics apps aren't visible in a sandbox.</td>

          <td data-label="Solution" class="slds-cell-wrap" style="vertical-align:top;" headers="d175368e67 ">
            <p>Reconnect the connectors. Connections are replicated to your sandbox, but their
              authentication data isn't. As a result, the connectors have a <strong class="uicontrol">Needs
                Activation</strong> status.</p>
            <ul>
              <li>From Setup, go to <strong class="uicontrol">Data Cloud Setup</strong> &gt;
                <strong class="uicontrol">Ingestion API</strong> &gt; <strong class="uicontrol">AgentOpt</strong>, and
                click <strong class="uicontrol">Activate</strong>.
              </li>

              <li>From Data Cloud Setup, go to <strong class="uicontrol">Salesforce CRM</strong>. Activate the
                Home org connection, then activate the CRM Connector data streams.</li>

              <li>Turn Agentforce Session Tracing off and then on again. Agent Optimization is
                turned on automatically when you turn on Session Tracing.</li>

            </ul>
            <p style="margin-bottom:0;">Ingestion API data streams activate automatically after you reconnect the
              connectors and retoggle Session Tracing. CRM Connector data streams must be
              activated manually.</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d175368e64 ">An app shows <strong class="uicontrol">Failed to Install</strong>. When the app allows only
            one instance per <strong class="uicontrol">Data Space</strong>, the
            <strong class="uicontrol">Reinstall</strong> option appears instead of
            <strong class="uicontrol">Update</strong> or <strong class="uicontrol">Reconfigure</strong>.
          </td>

          <td data-label="Solution" class="slds-cell-wrap" style="vertical-align:top;" headers="d175368e67 ">Select <strong class="uicontrol">Reinstall</strong>. This removes the previous failed
            instance and attempts a new installation in the same Data Space. Without
            <strong class="uicontrol">Reinstall</strong>, you would need to manually uninstall the failed app
            and delete the associated logs before installing again.
          </td>

        </tr>
        <tr class="">
          <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d175368e64 ">Data isn't displayed in your demo or trial org.</td>

          <td data-label="Solution" class="slds-cell-wrap" style="vertical-align:top;" headers="d175368e67 ">Ensure Agentforce Session Tracing is enabled.</td>

        </tr>
        <tr class="">
          <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d175368e64 ">Digital Wallet DLO and DMO objects are not visible in a sandbox org.</td>

          <td data-label="Solution" class="slds-cell-wrap" style="vertical-align:top;" headers="d175368e67 ">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 <code>UsageReportingOrgId</code> and
            <code>UsageBusinessEnvType</code>. To view or query sandbox consumption data,
            open your production org.
          </td>

        </tr>
        <tr class="">
          <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d175368e64 ">Sandbox consumption is not visible in the sandbox dashboard or Data Cloud
            objects.</td>

          <td data-label="Solution" class="slds-cell-wrap" style="vertical-align:top;" headers="d175368e67 ">
            <p>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.</p>
            <p style="margin-bottom:0;">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
              <code>UsageBusinessEnvType = 'Sandbox'</code>. To narrow results to a specific
              sandbox, also filter by <code>UsageReportingOrgId</code>.
            </p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d175368e64 ">User can't view metrics.</td>

          <td data-label="Solution" class="slds-cell-wrap" style="vertical-align:top;" headers="d175368e67 ">Make sure that the user is assigned the <strong class="uicontrol">API Enabled</strong> permission.</td>

        </tr>
        <tr class="">
          <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d175368e64 ">Agent Analytics ingest fails or CRM data doesn't appear.</td>

          <td data-label="Solution" class="slds-cell-wrap" style="vertical-align:top;" headers="d175368e67 ">
            <p>Assign the Platform Integration User (PIU) to the <strong class="uicontrol">Data Cloud Salesforce
                Connector</strong> permission set, and enable the permission set before ingest
              can run.</p>
            <p>On the permission set, enable access for each required entity and field, including
              <strong class="uicontrol">View Setup and Configuration</strong>.
            </p>
            <p>In a sandbox org, also activate the Salesforce CRM Connector and its data
              streams. From Data Cloud Setup, go to <strong class="uicontrol">Salesforce CRM</strong>,
              activate the Home org connection, then activate the CRM Connector data streams.</p>
            <p style="margin-bottom:0;">For setup steps, see <a href="https://help.salesforce.com/s/articleView?id=ai.generative_ai_agent_analytics_setup.htm&amp;release=264.0.0&amp;type=5" title="Set up Agent Analytics to gain insights into agent performance, track conversation metrics, and optimize your agents with comprehensive dashboards and session insights.">Set Up Agent Analytics</a>.</p>
          </td>

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