See Your AI Agents Think: Inside Salesforce Agentforce Observability
For years, AI in the enterprise has felt like a black box: powerful, but opaque. You could deploy intelligent agents, but understanding how they reached a decision — or why they failed — was often more art than science. That changes with Salesforce Agentforce Observability, a new capability that lets you watch your AI agents "think" in near real time and continuously optimize them for trust, performance, and ROI.[2][7]
What Is Agentforce Observability?
Agentforce Observability is a comprehensive, Salesforce-native tool that provides a single mission control for all your AI agents.[2][8] It unifies:
- Monitoring – Track agent health, usage, latency, and errors as they happen.[1][7]
- Analytics – Measure performance against key KPIs and business outcomes.[1][2]
- Optimization – Drill into detailed session traces to tune prompts, flows, and guardrails.[2][6]
Whether you're running digital service agents, sales copilots, or voice bots, Agentforce Observability gives both IT and business teams a shared, near real-time view of how agents perform across every customer interaction.[2][8]
Why Observability Matters for Enterprise AI
As organizations scale agentic AI, three challenges quickly emerge:[1][4]
- Compliance & auditability – Regulators and customers expect transparency into how AI uses data and makes decisions.
- Troubleshooting – When an agent gives a wrong answer or gets stuck, it's hard to know where in the reasoning chain things went wrong.
- Optimization & cost control – Usage drives spend; without visibility, it's difficult to balance quality, latency, and cost.[1]
Agentforce Observability tackles these head-on by surfacing deep behavioral insight at the session and turn level, so teams can see exactly what an agent did, why it did it, and what it cost.[2][6]
The Three Pillars of Agentforce Observability
1. Agent Analytics: From Black Box to Business KPIs
Agent Analytics continuously tracks how your agents perform in real-world interactions and ties those metrics back to business value.[1][2][7] Teams can monitor:
- Total sessions and deflected sessions – See how many conversations your agents successfully handle without human intervention.[3]
- Latency and response quality – Identify slow or low-quality conversations that impact customer satisfaction.[3][6]
- Adoption and business impact – Understand which agents are driving value across service, sales, and other functions.[2][8]
Because Observability is integrated with Data 360 (formerly Data Cloud), these analytics are not just operational; they can be correlated with broader customer and revenue outcomes for a more complete ROI picture.[3]
2. Deep Session Tracing & Optimization
The core of Agentforce Observability is its ability to trace every agent session at a granular level. You can inspect each conversation turn, see which topics were triggered, and view the underlying configuration and reasoning steps that led to each action.[2][6]
Key optimization capabilities include:[2][6][8]
- Intent and sentiment tags – Segment conversations by what customers wanted and how they felt, then pinpoint where intent handling broke down.
- Session clustering – Group conversations with similar intents to identify recurring friction points or configuration gaps.
- Moments and quality scores – Highlight fine-grained issues in conversation quality so teams know exactly what to improve.[6]
- Per-agent deep dives – Zoom into one agent at a time to diagnose specific process inefficiencies and logic gaps.[2]
For example, a support team using Agentforce can uncover that many "order status" conversations stall during identity verification. With Observability, they see the problematic topic transitions, adjust the verification logic in Agentforce Builder, and then monitor quality scores as they improve over time.[3]
3. Health Monitoring and Proactive Alerts
Scaling AI safely means knowing when something is going wrong before customers feel it. Agentforce Observability introduces robust health monitoring features to keep agents reliable and performant:[1][5][7]
- Latency and error alerts – Get notified when response times spike or error rates increase, so teams can intervene quickly.
- Silent failure detection – Surface issues where agents appear to work but quietly fail to complete tasks or hand off correctly.[1]
- Near real-time dashboards – Monitor the "vitals" of all agents from one console, with the ability to drill down to individual problem agents.[2][9]
These capabilities are designed for both IT and business leaders: IT can ensure uptime and resilience, while service leaders track adoption and service quality across digital channels.[2][8]
Financial Transparency and Cost Control
Agentforce Observability also addresses a critical question for every AI leader: what is this costing us, and is it worth it? The platform provides clear visibility into the credits and usage consumed by each agent, along with trends over time.[2][5]
- Track usage and spend on a per-agent basis, directly in Salesforce.[2][5]
- Identify expensive workflows and re-design them to be more efficient.
- Tie consumption patterns to business outcomes to justify or adjust investment.[2]
This level of financial transparency enables more disciplined experimentation: teams can iterate quickly while maintaining tight control over budgets.
Designed for the Full Agent Lifecycle
Agentforce Observability is not an afterthought; it is a core part of the Agentforce 360 lifecycle — build, connect, run, and continuously improve agents.[3][7]
- Build – Use Prompt Builder and Agentforce Builder to design agents with clear topics and guardrails.[3]
- Connect – Integrate agents with systems and tools via AgentExchange and MCP.[3]
- Run – Deploy digital and voice agents at scale with Agentforce Voice and the broader Salesforce platform.[3][2]
- Monitor & Optimize – Close the loop with Agentforce Observability, using logs, tags, and quality scores to guide constant refinement.[3][6]
Because Observability is Salesforce-native, it also supports voice agents, giving them the same depth of insight and control as chat-based agents.[2]
From Trust to Transformation
Enterprise AI will only scale as fast as organizations can trust it. Agentforce Observability gives teams that trust by turning opaque AI behavior into measurable, auditable, and optimizable signals.[1][2][4]
With real-time analytics, deep session tracing, health monitoring, and financial transparency, Salesforce is enabling customers to:
- Meet stringent regulatory and compliance requirements with detailed behavioral records.[1][6]
- Diagnose and fix issues quickly, without guesswork.
- Continuously improve agent quality while keeping latency and cost in check.[1][5]
As AI agents become core to customer service, sales, and operations, tools like Agentforce Observability will separate organizations that merely use AI from those that can confidently run their business on it.
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