Gain unified analytics and correlate AI usage directly with critical operational and
experience metrics. Track AI adoption and quality. For example, track response modification
rates and their business impact on KPIs such as average handle time (AHT) and overall ESAT
score. Use these insights to coach service reps and identify top adopters.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise and Unlimited Editions with Agentforce 1
Service Edition |
- Einstein for Service Overview
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.
- KPIs Tab
Analyze the overall usage and adoption trends across all Customer Service Representative (CSR) groups to identify key areas of success and opportunity. Assess service efficiency by reviewing overall average handle time (AHT) and monitor quality by tracking the overall employee satisfaction score (ESAT) and response quality metrics. For example, a service manager can find patterns that explain fluctuations in agent efficiency and customer dissatisfaction. Filter by overall AHT, negative feedback use reasons, and AHT comparison trend to isolate reasons for extended handle times or negative feedback. Implement targeted interventions, such as coaching on complex case types or modifying the AI suggestions. These actions address the underlying issues, and also enhance customer sentiment.
