The VP of Service at Universal Containers requires a report showing weekly deflection rate trends and escalation volumes for the Agentforce Service Agent over the past 90 days.
Which approach should the Agentforce Specialist recommend?
A.
Enable Agentforce Health Monitoring to configure escalation rate alert thresholds and export the resulting trend data into a Tableau dashboard aligned with the VP of Service’s reporting requirements
B.
Use Agent Analytics within Agentforce Observability, which provides Tableau-powered dashboards with prebuilt deflection rate, escalation volume, and abandonment metrics calculated from agent session data stored in Data 360
C.
Query the OTEL-compliant Session Tracing Data Model in Data 360 using CRM Analytics to build a custom dashboard with deflection rate calculations and week-over-week escalation comparisons tailored to UC’s reporting standards
The correct answer is B because the requirement is a standard operational report for Service Agent performance over time. Agent Analytics in Agentforce Observability is the built-in analytics layer for tracking agent usage, effectiveness, deflection, escalation, and abandonment behavior. It is the most direct and maintainable approach for a VP-level service dashboard. Option A is not the best fit because health monitoring and alert thresholds are not the primary reporting mechanism for historical weekly trend analysis. Option C is unnecessarily custom for a standard metric request and should be reserved only when prebuilt analytics do not satisfy the reporting need. Salesforce documentation states that Agentforce Analytics uses Data 360 reports to provide insight into agent performance, and Observability includes effectiveness metrics such as escalation and deflection.
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