Get a unified view of agent performance with Refined Agent Analytics, which combines Service Agent Analytics and Employee Agent Analytics in one place with more than 40 metrics. Use Custom Scorers (Beta) to evaluate sessions against your own KPIs alongside Salesforce standard quality metrics.
Agent Analytics
- Unified dashboard: Service Agent Analytics and Employee Agent Analytics are now in one place, with more than 40 metrics across Quality, Health, Effectiveness, and Usage.
- Enhanced navigation: Drill from high-level views into subagents, intents, and actions.
Custom Scorers (Beta)
- Tailored evaluation: Define scorers that reflect your business context, with support for measures such as Sentiment Score, Tone of Voice, Product Interest, Escalation Trigger, and Politeness, alongside standard quality metrics.
Where: This change applies to Lightning Experience in Enterprise, Performance, and Unlimited editions with Salesforce Foundations or Agentforce 1 Edition where Agent Optimization and Analytics are enabled. Custom Scorers (Beta) are available in beta.
When: These changes are available starting the week of May 4, 2026.
Who: To access Agent Optimization and analytics, users need the Access Agentforce Optimization and Data Cloud User permission sets. Custom Scorers (Beta) require the Agentforce Scorer Beta permission set and no additional license beyond Agentforce. To activate scorers, assign the AgentforceScorerActivation permission set, which is included in the admin profile by default. To view Agent Analytics dashboards, users may also need the CRM Analytics User or Einstein Analytics Plus permission set.
How: In Agentforce Studio, navigate to the updated Agent Optimization and Analytics layouts. Agent Optimization is available on the Sessions & Intents tab. To create custom scorers, use Next Gen Testing in Agentforce Studio. When ready, activate scorers from the Scorer Hub to run them on live sessions. You can also create and deploy scorers using the Metadata API.
End of Support for Legacy Agent Analytics
Support and updates for legacy Agent Analytics end in May 2026. You can continue to use legacy Agent Analytics during the transition, but we recommend switching to the new experience. For setup, see Set Up Agent Analytics.
SEE ALSO | Salesforce Help: Scorers and Custom Scorers (Beta), About Agent Optimization, Set Up Agent Analytics, Data Model and Calculated Fields for Agent Analytics