Agent Optimization

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

Watch this video to learn how Agentforce Optimization and Agent Analytics work together to help you continuously refine and improve your AI agents.

Here are the steps and information required to set up and use Agentforce Optimization.

• About Agent Optimization
  Agent Optimization provides tools to dive deeper into unresolved interactions, identify knowledge gaps, and analyze agent sessions using the Session Tracing Data Model. Agent Optimization is a key component of Agentforce Observability, designed to help you understand how your AI agents perform in real-world scenarios. By analyzing user interactions and agent responses, you can identify areas for improvement and take action to enhance agent effectiveness.
• Set Up Agent Optimization
  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.
• Scorers and Custom Scorers
  Scorers evaluate agent sessions for quality and business insights. You can score sessions with prompt templates that run automatically, by API, or manually in Agentforce Studio. Use out-of-the-box scorers, edit existing scorers, or create custom scorers with predefined or open-ended outputs.
• Use Intents in Agent Optimization
  Work with intents in Agent Optimization to understand user requests, analyze interaction patterns, and improve your agent's performance.
• Troubleshoot Agent Optimization
  Resolve common issues with Agent Optimization, including setup problems, data display issues, and performance concerns.
• Analyze Data with Agent Optimization
  Use Agent Optimization to drill into sessions, analyze quality scores, and identify patterns to improve your agent's performance.