Several Agentforce Observability metric names and formulas changed. Compare latency and completion trends with the new labels, and review Success Rate with the updated calculation. Agent Interaction Duration is removed from dashboard templates.
Where: This change applies to Lightning Experience in Enterprise, Performance, and Unlimited editions with Salesforce Foundations or Agentforce 1 Edition. Agent Optimization and Agent Analytics must be enabled.
When: This change is available in Salesforce orgs upgraded to Winter ’27 starting the week of October 12, 2026. Go to trust.salesforce.com for exact dates.
Who: To use Agent Observability, users need the Access Agentforce Optimization and Data Cloud User permission sets. To view Agent Analytics dashboards, users also need the CRM Analytics User or Einstein Analytics Plus permission set.
How: Review these metric updates in Agent Analytics dashboards and session views.
- Agent Response Latency (formerly Time to First Token) measures the duration from the end of a user message to the start of the agent response.
- Turn Completion Rate (formerly Agent Response Rate) tracks the share of user turns that received an agent first token within 60 seconds.
- Abandonment and deflection calculations now require at least one user message in the session. When a session qualifies as both abandoned and deflected, the updated formula classifies it as deflected.
- Success Rate now measures interactions that have at least one completed action step and no step errors. It no longer measures engaged interactions without errors.
- Agent Interaction Duration is removed from dashboard templates.