Editor’s note: This post was updated on November 14, 2024, with the latest information and resources.
As a Salesforce Admin, you know that the rollout of any new solution comes with a few stock questions in tow. No matter how good it feels to accomplish quick tasks with artificial intelligence (AI), eventually someone will ask, “How much is this really helping our company?”
As a component of Salesforce’s Einstein Platform, Agentforce strives to assist your organization in managing daily tasks, intricate workflows, and automations. The goal is to enhance efficiency, productivity, and cost-effectiveness across your operations.
So, how can you measure its effectiveness on your organization’s productivity, you ask? Enter Agentforce Analytics.
I’m excited to present a solution transcending mere tracking, providing invaluable insights into the return on investment (ROI) and overarching value derived from Agentforce implementation within your organization. This post aims to help you unravel this complexity and unlock the true potential of Agentforce in your organization’s AI journey using Agentforce Analytics.
Key definitions used in this blog post:
It can take time to grasp the full potential of integrating Agentforce into your daily workflow. To help you with this, we’ve crafted reports and dashboards to empower you in comprehending the utilization of Agentforce within your organization.
Once a Copilot or an Agent is enabled and data cloud is set up, our Data Cloud objects and data pipelines are seamlessly created within your Data Cloud, following by our out-of-the-box reports and dashboards. There is no installation or other process needed from you.
You can monitor key metrics including user engagement, adoption rates, and stickiness to track the rollout of agents. Gain insight into which actions are utilized and assess their performance. Analyze overall usage patterns to uncover trends and pinpoint areas for enhancement.
Together, let’s navigate this journey of integrating agents seamlessly into your workflow, maximizing its potential to streamline and elevate productivity.
The current* list of metrics displayed in the dashboard:
Copilot
Report | Description |
Weekly Active Users | Number of active users during a specific week |
Interactions Per Session | Each user correspondence counts as an interaction with the agent |
Latency | Average duration in seconds between the moment a request is submitted and the delivery of its corresponding response |
Satisfaction Rate | Percentage of thumbs up out of all implicit feedback given |
Stickiness | Percentage of weekly active users that are active on a specific day |
Adoption Rate | Percentage of enabled users that are active |
Users Adoption | Activities per user |
Implicit Feedback Over Time | Implicit user feedback by type per day |
Service Agent
Report | Description |
Abandonment Rate | Total abandoned sessions |
Escalation Rate | Total escalated sessions |
Total Session | Sessions by date and channel |
Engaged Session | Engaged sessions by date and channel |
Deflection Session | Deflected sessions by date and channel |
Abandoned Session | Abandoned sessions by date and channel |
Actions Usage | # Engaged sessions by action |
Topics Usage | # Engaged sessions by topic |
Session Engagement | Multiple post session analysis metrics |
*Note: This is a preliminary list as we’re constantly evolving this solution.
At the bottom of the dashboard, we’re displaying a breakdown per topic that enables drilling into standard and custom topics’ usability.
You can currently find generally available reports and dashboards for both your Assistive and Service agents. In the upcoming months you’ll also be able to explore Sales related agents’ analytics, such as Agentforce Coach and SDR. And we’re not stopping here…
Metrics and charts are useful, but what if you want a deeper look into what users are asking your agent and how well those requests are handled?
With Utterance Analysis, you gain quick insights into user interactions with Copilot and agents, seeing exactly what’s being requested and how effectively those requests are met. Customizable reports let you refine topics and actions so that both Copilot and agents deliver more accurate, relevant responses.
No more combing through entire audit trail logs to find patterns! Utterance Analysis groups similar user requests into Clusters, which are further organized into Categories. This layered approach highlights overall trends, allowing you to drill into specifics as needed.
Additionally, you can filter for unsupported requests marked as system topics to identify where Copilot or an agent couldn’t provide a suitable response. This data helps you identify new topics and actions that align with user needs, ensuring a smoother and more responsive agent experience.
Unlocking this black box is an industry-wide problem, and we’re pulling up our sleeves to address it. In upcoming releases, we’ll focus on enriching the above mentioned insights and deliver tangible ROI and value metrics. By correlating Agentforce’s usage data with business outcomes, such as increased productivity, reduced manual effort, and operational cost reduction, you’ll be able to showcase the impact on your organization’s bottom line. Armed with this data, you and your organization’s leadership can make informed decisions about resource allocation, training initiatives, and future enhancements.
While certain companies adhere to predefined thresholds for performance evaluation, we recognize the inherent diversity among businesses and individuals. Each organization is distinct, rendering comparisons between them impractical, even within the same industry or ecosystem.
This underscores the significance of consolidating CRM data and other operations into a unified platform. By centralizing this information, you gain valuable insights into the impact of integrating GenAI into your daily operations. This tracking is tailored to your organization’s unique personas and data, rather than relying on external benchmarks.
As performance and productivity improve, the need to measure ROI becomes paramount. This ensures that the benefits derived from leveraging GenAI are accurately quantified, reinforcing the value of its integration within your organization.
When dealing with AI solutions and your business, it’s crucial to stay attuned to the value derived from usage. We’re here to assist you in gaining this visibility.
We understand your desire for autonomy and control over your data, recognizing that every business has its unique needs and preferences.
In our upcoming release, we’re excited to empower you further by providing access to Agentforce’s data through Data Cloud. With this enhancement, you can delve into our out-of-the-box calculations, explore raw data, customize reports and dashboards, and incorporate new calculations and KPIs tailored to your specifications. Moreover, you’ll be able to create automation and alerts based on this data, facilitating proactive decision-making.
Already have an established ROI calculation within your organization? Fantastic! Utilize Data Cloud to define this metric and display it according to your preferences.
With these capabilities, you’ll gain invaluable insights to optimize Copilot usage, driving enhanced efficiency and productivity across your organization. Einstein Copilot Analytics is designed as a catalyst for unlocking Copilot’s full potential, empowering users to work smarter and achieve organizational goals more effectively. Harness actionable insights from the analytics dashboard to streamline processes, automate tasks, and foster meaningful change throughout your organization.
Agentforce Analytics is more than just a tracking tool—it’s a strategic asset that revolutionizes the way you manage and optimize Copilot at your organization. By harnessing the power of data-driven insights, you’ll be able to demonstrate the ROI of your agents, drive greater adoption, and, ultimately, transform your organization’s productivity and efficiency.
Ready to take the next step? Sign up for Agentforce and unlock the full potential of Copilot for your organization.
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