Monitor the adoption of Einstein for Service and its impact on key efficiency
indicators such as average handle time (AHT). Evaluate service quality through response quality
trends and overall ESAT (ESAT) score. For example, a service manager can identify the teams with
low adoption or high AHT. Implement targeted interventions, such as updating the prompt or
updating knowledge articles, to improve response quality and ultimately enhance customer
satisfaction.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise and Unlimited with Agentforce 1 Service
Editions |
Learn about the key metrics on the Overview tab.
| Metric |
DESCRIPTION |
| Overall Usage |
Shows the total number of cases where agents used the selected AI product. Use
this metric to understand the volume of platform adoption. |
| As-is Usage |
Shows the percentage of AI recommendations used without making any edits. Use
this metric to evaluate the accuracy and quality of the AI model. |
| Overall AHT |
Shows the average handle time for all service cases within the selected period.
Use this metric to track key efficiency metrics across the service center. |
| Overall ESAT |
Shows the employee satisfaction score calculated from direct agent feedback
(thumbs up or down). Use this metric to measure the quality and effectiveness of
AI-driven services. |
| Usage Distribution |
Shows the ratio of AI-generated responses versus human-modified responses. Use
this metric to identify how heavily agents rely on AI assistance. |
| Usage Trend |
Shows the adoption rate of AI-generated content versus human-modified content
over time. Use this metric to monitor growth or decline in AI utilization. |
| Response Quality |
Shows the breakdown of responses sent as-is, modified, or overwritten. Use this
metric to monitor the AI meets high-quality standards. |
| Response Quality Trend |
Shows the performance of response quality over time. Use this metric to observe
improvements or deterioration in the accuracy of AI suggestions. |
| CSR Group Adapters |
Shows the agents or groups with the highest AI usage. Use this metric to
recognize internal experts and early adopters. |
| CSR Group Adoption Trend |
Shows the rate at which different agent groups adopt Einstein for Service over
time. Use this metric to guide targeted roll out strategies. |
