---
schema_version: "1"
id: 8ff75351f69697f055c537fd93c0f63070a408ded463d4d3ec4ad427b456b4ac
title: View Help Agent Analytics
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/help_agent_view_analytics.md
canonical_url: https://help.salesforce.com/s/articleView?id=ai.help_agent_view_analytics.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 1dda603a7f1e6d8ff64738bde9560dc32c04c53b7b54ba6fa1cfa0391c675a4d
description: Monitor key performance metrics, resolution rates, and flex credit consumption for your deployed Help Agents to track support effectiveness and customer satisfaction.
products:
  - Agentforce
  - Cross Cloud
release: "264"
---
# View Help Agent Analytics

Monitor key performance metrics, resolution rates, and flex credit consumption for your deployed Help Agents to track support effectiveness and customer satisfaction.

1. Before you can view Help Agent Analytics, you must turn it on. See [Turn On Help Agent Analytics](https://help.salesforce.com/s/articleView?id=ai.help_agent_turn_on_analytics.htm&release=264.0.0&type=5 "To enable users to view Help Agent performance and resolution metrics, turn on Help Agent Analytics. Help Agent Analytics covers resolution events from the point when Help Agent Analytics is turned on. Historical records aren't backfilled.").
2. In the Track Analytics section of the Help Agent Salesforce Go page, click **Go**.
    
    The Billing Resolution Analytics page shows these metrics.
    
    ![The Billing Resolution Analytics dashboard shows key billing metrics.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/help_agent_billing_resolution_analytics.png)

 
| Metric | Description |
| --- | --- |
| Total Conversations | The total number of conversations had by Help Agents that could result in a billable resolution outcome. Only resolved conversations are billed: Voice = 10 minutes (or any fraction) and Messaging = 2 hours (or any fraction). |
| Resolution Rate | The rate of conversations resolved by Help Agents. A conversation is considered resolved when: There were at least 2 turns after the initial welcome message from the agent, no escalation to a service rep or to a case occurred, and no negative user feedback given. |
| Escalation Rate | The rate of conversations with a Help Agent that resulted in escalations to a service rep or to a case. For more details, see [Understanding Escalations from Help Agent to Service Rep](https://help.salesforce.com/s/articleView?id=ai.help_agent_escalation.htm&release=264.0.0&type=5 "Customer conversations with the Help Agent can be escalated to a human service rep. By default, escalation is triggered when a customer explicitly requests to speak with a human or service rep."). |

The Billing Resolution Analytics page also shows charts. See [Chart Guidance and Actions](https://help.salesforce.com/s/articleView?id=ai.help_agent_chart_guidance.htm&release=264.0.0&type=5 "Use the billing resolution analytics charts to spot channel-specific escalation spikes, resolution trends, and knowledge gaps. Use this guidance to spot channel-specific escalation spikes, resolution trends, and knowledge gaps. Then take the recommended actions, such as reviewing escalation flows, updating the grounded knowledge, or refining the welcome greeting.").