Agentforce Observability brings Agent Optimization to Civilian Government Cloud and introduces new metrics for agent performance, user feedback, task resolution, adherence, and toxicity.
Observability Enhancements
Agent Optimization
- Civilian Government Cloud: Agent Optimization is now available for Civilian Government Cloud organizations.
- Session Outcome status: User abandonment and deflection are reflected for sessions. Sessions recorded before this change receive a Not Set status.
- Split view: Interaction Details and Trace Events are combined in a single workspace, with step-by-step execution and selection across the session timeline. The view also includes asynchronous jobs that were initiated during the agent’s processing time.
Agent Analytics
- New metrics for audit, feedback, and guardrails: Including User Feedback (Positive, Negative, N/A), positive and negative feedback counts, Task Resolution Rate, Instruction Adherence and Adherence Rate, and Average Agent Toxicity Score.
- Semantic data model: New data model objects (DMOs) support the new metrics. For field definitions and formulas, see Data Model and Calculated Fields for Agent Analytics.
Where: These changes apply to Agentforce in Lightning Experience in Enterprise and Unlimited editions with the Einstein for Sales, Einstein for Platform, or Einstein for Service add-on. Agent Optimization is also available for Civilian Government Cloud organizations.
When: These features are available starting April 13, 2026.
Why: These enhancements provide clearer session outcomes in Agent Optimization and a unified workspace for interaction details and trace events. They also add Agent Analytics metrics and DMOs for audit, feedback, guardrails, and toxicity, improving visibility into performance and risk.
Who: To access Agent Optimization, users need the Access Agentforce Optimization and Data Cloud User permission sets. To use Agent Analytics, users need either the CRM Analytics User or Einstein Analytics Plus permission set.
How: In Setup, turn on Audit and Feedback from the Einstein Audit, Analytics, and Monitoring Setup page so the related DMOs are available for the data model.
SEE ALSO | Salesforce Help: About Agent Optimization, Set Up Agent Optimization, Set Up Agent Analytics, Data Model and Calculated Fields for Agent Analytics, Set Up Einstein Generative AI Audit and Feedback