---
schema_version: "1"
id: fb6269128cb1c374437342d4d545d99e766129978a2e483345b35b241078de07
title: Analyze Sessions with Percentile Latency, Feedback, and Connected-Agent Data
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/262-0-0/rn_agentforce_observability_feedback_soma.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_agentforce_observability_feedback_soma.htm&release=262.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 2c5c23a54a3c8c555cb677877e4280b8fe7ef19267de2251fb1328dbfcdb8162
description: Pinpoint performance issues with percentile latency metrics and connected-agent insights, and understand the usage, knowledge sources, and feedback associated with each session. Reusable views, simplified evaluation workflows, and customizable analytics make it easier to investigate sessions and improve agent performance.
products:
  - Cross Cloud
release: "262"
---
# Analyze Sessions with Percentile Latency, Feedback, and Connected-Agent Data

Pinpoint performance issues with percentile latency metrics and connected-agent insights, and understand the usage, knowledge sources, and feedback associated with each session. Reusable views, simplified evaluation workflows, and customizable analytics make it easier to investigate sessions and improve agent performance.

**Where:** This change applies to Agentforce Observability in Lightning Experience.

**When:** These enhancements are available starting August 2026.

**What:** Agentforce Observability includes these enhancements.

**Understand Performance and Session Activity**

- **Percentile latency metrics:** Use Time to First Token (TTFT) and Time to Last Token (TTLT) metrics at p50, p90, p95, and p99 to see how long agents take to start and finish responses and spot latency patterns.
- **Connected-agent insights:** See connected agents, connected-agent latency, agent action breakdowns, and total errors in Sessions & Intents columns and filters.
- **Flex Credit consumption:** The data model correlates session activity with billable usage events, including standard and custom action invocations and voice actions.
- **Knowledge source visibility:** See which knowledge sources an agent used within sessions, and optionally add knowledge sources as a field in the Sessions & Intents table.
- **Submit feedback and define feedback templates:** Define feedback templates to manually annotate sessions or intents. For each template, select the required input type, such as predefined labels, a true-or-false value, free text, a number, a date, or a URL. Submitted feedback appears in session and intent details and can be displayed and filtered in the Sessions & Intents table.
    
    ![Voice session details in Agentforce Observability with actions to submit manual feedback and define a feedback template](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-release-notes-salesforce_release_notes-262-0-0-production-enus/e945111b-3e0a-4011-accc-d5949363bfcc/salesforce_release_notes/images/rn_agentforce_observability_session_feedback.png)
- **Voice analysis:** The data model now includes the Agent Talk Ratio metric, which compares agent and customer speaking time.

**Review Sessions More Efficiently**

- **Reusable views:** Save and reuse custom Sessions & Intents views, including your preferred layouts and filter combinations.
- **Session data downloads:** Download all displayed Sessions & Intents columns and transcripts for offline analysis.
- **Scorer management:** Manage scorers in a modal in Agentforce Observability instead of navigating to a separate tab.
    
    ![Manage AI Scorers modal showing scorer names, versions, descriptions, input levels, sampling rates, types, and statuses](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-release-notes-salesforce_release_notes-262-0-0-production-enus/e945111b-3e0a-4011-accc-d5949363bfcc/salesforce_release_notes/images/rn_agentforce_observability_ai_scorers.png)

**Customize and Navigate Analytics**

- **Expanded dashboards:** Service Agent Analytics and Employee Agent Analytics dashboards include the Task Resolution metric on the Effectiveness tab. The Employee Agent Analytics dashboard also displays Agentforce default metrics.
- **Custom semantic models and metrics:** New extension models enrich the base semantic model with additions designed for each agent type. Customize the **Service Agentforce Observability Extension SDM** or **Employee Agentforce Observability Extension SDM** to tailor Agent Analytics dashboards to your business needs.
- **Dashboard navigation:** Navigate from Analytics dashboards to the semantic data model and Tableau Next dashboards.
    
    ![Service Agent Analytics dashboard with the dashboard menu and the Edit Data Model option](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-release-notes-salesforce_release_notes-262-0-0-production-enus/e945111b-3e0a-4011-accc-d5949363bfcc/salesforce_release_notes/images/rn_agentforce_observability_analytics_navigation.png)
- **Automatic installation:** Agent Analytics installs automatically when you enable Agentforce Session Tracing.

SEE ALSO | _Salesforce Help_: [Scorers and Custom Scorers](https://help.salesforce.com/s/articleView?id=ai.generative_ai_optimize_scorers.htm&type=5&language=en_US), [Use Intents in Agent Optimization](https://help.salesforce.com/s/articleView?id=ai.generative_ai_optimize_intent_use.htm&type=5&language=en_US), [Get Insights with Agent Analytics](https://help.salesforce.com/s/articleView?id=ai.generative_ai_agent_analytics_use.htm&type=5&language=en_US)