name: agent-metric-dashboards description: "Observability for Agentforce: adoption, deflection, latency, cost, quality. NOT for agent evaluation/testing (see agentforce-eval-harness) or raw platform-event monitoring." category: agentforce salesforce-version: "Spring '25+" well-architected-pillars:

• Operational Excellence
• Performance triggers:
• "what is my agent deflection rate"
• "how much does each agent conversation cost"
• "agent latency p95"
• "agentforce roi dashboard" tags:
• agentforce
• observability
• dashboards
• metrics inputs:
• "Conversation log access"
• "CSAT or quality signal" outputs:
• "Einstein Analytics / CRM Analytics dashboard"
• "weekly rollup email" dependencies: [] version: 1.0.0 author: Pranav Nagrecha updated: 2026-04-28

Agent Metric Dashboards

The five agent KPIs: turns/conversation, deflection rate, mean latency, tokens/conversation (cost proxy), and quality score. This skill wires each KPI to a source and lays out the single-pane dashboard the executive reviewer needs.

Adoption Signals

Every production agent after the first week; monthly executive review.

Recommended Workflow

1. Source adoption + turns from Conversation__c (or equivalent). Deflection = conversations ending without a Case escalation divided by total conversations.
2. Source latency from Conversation_Turn__c.duration_ms__c. Source tokens from the PE ledger.
3. Source quality from a post-conversation survey (CSAT) or LLM-as-judge score over a sampled cohort.
4. Build a CRM Analytics lens per KPI with the prior 8 weeks; assemble into a single dashboard.
5. Weekly email digest: current vs. prior week for each KPI; page on >10% deflection drop or >20% latency spike.

Key Considerations

• Deflection is only meaningful vs. a baseline from before agent deployment.
• LLM-as-judge must be calibrated against human labels quarterly.
• Cost proxy (tokens) drifts when the model changes; track separately from raw latency.

Worked Examples (see references/examples.md)

• Deflection with baseline — Service org with 40% pre-agent escalation rate.
• Tokens/conversation trend — Costs spike after a topic-instruction rewrite.

Common Gotchas (see references/gotchas.md)

• CSAT response bias — Only frustrated users answer the survey — CSAT looks terrible.
• Deflection = 'user gave up' — No escalation because user closed the browser in frustration.
• Cost metric without model version — Cost/conversation changes overnight due to model upgrade.

Top LLM Anti-Patterns (full list in references/llm-anti-patterns.md)

• Single-number CSAT with no context.
• Deflection without a baseline — reports vanity metrics.
• LLM-as-judge never calibrated — grades itself.

Official Sources Used

• Agentforce Developer Guide — https://developer.salesforce.com/docs/einstein/genai/guide/agentforce.html
• Einstein Trust Layer — https://help.salesforce.com/s/articleView?id=sf.generative_ai_trust_layer.htm
• Invocable Actions (Apex) — https://developer.salesforce.com/docs/atlas.en-us.apexref.meta/apexref/apex_classes_invocable_action.htm
• Agentforce Testing Center — https://help.salesforce.com/s/articleView?id=sf.agentforce_testing_center.htm