Salesforce Data Cloud - Agent Operational Efficiency

This Tableau Accelerator for Agentforce monitors the Operational Efficiency of AI Agents It allows you to:

• Highlight overall agent performance
• Assess Agents activity over time
• Identify Agents that need improvement in terms of
  • Customer Retention
  • Agent Autonomy

Answer key business questions

• Which Operational Efficiency is driven by our Agents?
• How is agent activity developing?
• How do agents perform?

Monitor and improve KPIs

• Total Sessions: Total number of Sessions
• Engaged Sessions: A session that had at least 1 non-system topic
• Lost Sessions: Total Sessions minus Engaged Sessions
• Deflected Sessions: Engaged Sessions ended proactively by the customer
• Hand-off Sessions: Engaged Sessions escalated to a Human Agent
• Abandoned Sessions: Engaged Sessions without "End Session"

Getting Started Steps

1. Ensure you have Tableau Desktop version 2023.2 or higher installed, and it is licensed. Use the Salesforce Data Cloud connector to connect to Data Cloud. Note this is a connector released with the Data Cloud Summer’ 23 release as described here. This accelerator works only with the Salesforce Data Cloud connector.
2. Ensure the Tableau has been provisioned access to pull data from Salesforce Data Cloud (previously known as Salesforce CDP). There is great documentation on how to do this on Customer Data Platform’s Help site.

Understand the Data Model Requirements

The Accelerator shows data from the "Service Agent Session Engagement" Data Cloud - Data Model Object only !

• Session ID
• Date
• Copilot Name
• Channel
• User ID
• Is Verified User
• Session Start Time
• Session End Time
• Number of Off-Topics
• Number of Messages
• Number of Messages Before Escalation
• Time Before Escalation
• Engagement Status
• Escalation Status
• Deflection Status
• Abandonment Status
• Overall Time to Resolution
• Agent Time to Resolution