Dive into Agentforce Analytics
Learning Objectives
After completing this unit, you’ll be able to:
- Use the customizable dashboard and reports for insights into agent performance.
- Learn how to modify or create custom reports and dashboards.
- Navigate to and explore the default dashboards and reports.
Getting Started with Agentforce Analytics
Agentforce Analytics is a powerful tool designed to help you gain deep insights into how your agents are performing. Whether you’re looking to track adoption rates, gather feedback, or analyze usage patterns, Agentforce Analytics has you covered. The customizable dashboard and reports provide a user-friendly interface to drill down into the data and get the insights you need.
Understanding this data is crucial to optimize your strategies and improve user satisfaction. In this unit, we explore the reports and data gathered and how to use that information. Let’s dive in to see how you can make the most of Agentforce Analytics.
Find Your Way Around
Access Agentforce Analytics in the Dashboard tab, within the Agentforce (Default) folder.
Once you’re there, you can view a variety of reports that provide key data points. These include adoption rates, user feedback, and usage analysis. To use all the analytics features, including user feedback, make sure Feedback is enabled in the setup.
The reports in the dashboard offer a wealth of information. You can see how many users are adopting the tool, what feedback they’re providing, and how often they’re using it. These data points are essential for understanding the effectiveness of your strategies. For example, low adoption rates might indicate that you need to provide more training or support. Negative feedback might suggest that certain topics or actions need to be adjusted. Usage analysis can show you which features are most popular and which ones are underutilized.
Each of these dashboard elements is crucial in understanding the bigger picture. As we discussed in the last unit, select the charts or linked reports to get a more detailed view of the data and see specific trends or issues.
Modify Reports to Fit Your Needs
Agentforce Analytics is highly customizable: Modify the existing reports and dashboards or create your own to suit your organization’s unique needs. This flexibility ensures that you get the exact information you need to make the best decisions.
However, it’s important to remember one crucial step: Always clone the report before making any modifications. This ensures that you don’t accidentally break the original analytics processes. By cloning the report, you can experiment and make changes without changing the original report.
Tip:
Agentforce Analytics uses Data Cloud for data storage and processing, which means it consumes credits based on usage. If necessary, you can turn off the feature in the Einstein Feedback and Monitoring Setup and remove the Data Cloud objects.
Agent Checkup at Coral Cloud Resorts
So far, we’ve talked about Agentforce Analytics in general. Let’s take a look at it in action. At Coral Cloud Resorts, Alex Wu has been working to implement agents to help streamline tasks and improve customer service. As the head of business intelligence for the company, he advocated for using agents and then implemented one. Now that it’s working, he wants to check to make sure what the agent is doing matches its intended purpose.
Alex looks at the Seller Home page, his default Home page. To check on his agent, Alex selects the Dashboard tab and then opens the Agentforce (Default) folder. He then opens the dashboard for the most recent view of his agent.
He notes that user adoption and weekly active users numbers are higher than the last time he checked, which is great. People are using the agent. He can also see the topics the agent used the most: The custom topic Small Talk stands out. He makes a note to check if it’s really just small talk between the agent and the user, or if the agent doesn’t understand what’s being asked. He can do that using Utterance Analysis, which we learn about next.
Since the number of weekly active users is higher, Alex wants to create a report that looks at the monthly trend. To do this, he selects View Report on the bottom of the Weekly Active Users widget and then saves a copy of it with the name Monthly Average Users. He then edits this new report without worrying about breaking the existing report or making unwanted changes to his dashboard.
You’re now well-equipped to use Agentforce Analytics to its full potential. But there’s even more info out there you can use to learn about how your agent is doing. We’ll tackle that next.