Universal Containers recently deployed a customer service agent to handle common inquiries. After a month of usage, the support manager wants to analyze the agent’s performance. They need to view aggregated metrics such as the escalation rate to human agents, average session duration, and which topics have the lowest resolution scores so they can prioritize which agent actions need optimization.
Which native Salesforce capability should the Agentforce Specialist use to provide these insights and guide the optimization strategy?
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