Skip to main content
ComponentsRUM ExtensionRUM JS
ServiceAnalytics

What You Get

Questions answered and use cases

What GermainUX Captures

Turns, errors and panel use

Turn It On

Profile and conversation analysis

Troubleshooting

Missing data and timings

​
Overview

Agentforce is the Salesforce AI assistant that employees open from the Lightning header to ask questions and act on records. GermainUX monitors every Agentforce conversation from the employee’s browser. It records what was asked, what Agentforce answered, how long it took, and whether the answer helped. This shows you how Agentforce performs for your employees: how long they wait for answers, how often it fails, and which answers they reject. Because the data comes from the same session as the rest of the Salesforce activity, you can replay any conversation in the Agentforce panel, next to the clicks, pages and errors around it.

​
What You Get

Salesforce tells you how many Agentforce requests ran. GermainUX tells you what those requests were like for the employee: how long they waited, whether they got an answer, and what they did next. Agentforce monitoring helps you answer questions such as:
  • Which agents and questions are slowest to answer?
  • How often does Agentforce fail, and is it Salesforce, throttling or the agent itself?
  • Which answers do employees dislike, and what did they ask?
  • Do employees type their own questions or rely on suggestions?
  • Which employees use Agentforce regularly, and which try it once and stop?
  • What was the employee doing in Salesforce right before and after the conversation?
A typical investigation goes from:
Slow or Failed TurnsAgent and Error TypeAffected EmployeesConversationSession Replay
Chart of Agentforce Bot Response Time over time, split by agent

Agentforce Bot Response Time by Agent - GermainUX

​
Use Cases

Chart of Agentforce errors over time, split by error type

Agentforce Errors by Type - GermainUX

​
What GermainUX Captures

GermainUX turns each question and answer into a turn, and groups turns into a conversation by the Agentforce session ID, which it stores as the Conversation ID. Every record carries the agent’s name as the Responder, so you can compare agents side by side.

​
Each Question and Answer

For every turn, GermainUX creates a Bot Response Time transaction. Its duration is the time from sending the question to receiving the full answer. On orgs that use the Agent API, GermainUX also creates a Bot First Response Time transaction: the time until the first part of the answer arrived. Orgs where the panel uses Aura actions record Bot Response Time only. Each turn records the following in the Details of its Bot Response Time transaction:
  • The employee’s question and Agentforce’s answer
  • How the question was asked: typed, a welcome suggestion, or a follow-up suggestion
  • The turn number within the conversation
  • The agent steps shown while answering, such as “Getting record details”
  • Lightning components that Agentforce rendered in the answer
  • The number of cited references
  • Whether Salesforce flagged the content as unsafe
  • The types of the messages in the answer
  • On a failed turn, the error Salesforce returned
A question counts as a suggestion when the employee selected that suggestion in the panel within the 10 seconds before sending it. Otherwise it’s recorded as typed. When the employee confirms an action instead of typing a question, GermainUX records the turn but not the values the employee confirmed. The turn also carries the Conversation ID, Plan ID and Feedback ID as fields, so you can look up the conversation in Salesforce. See KPIs for Agentforce.

​
Conversation, Error and Feedback Events

GermainUX also records each Agentforce like or dislike as User Feedback, so Agentforce ratings appear next to the rest of your Salesforce feedback. To compare ratings by agent, use the Agentforce Feedback event, which carries the agent as its Responder. See User Feedback for Salesforce. GermainUX classifies every failed turn, so you can tell a Salesforce outage from an agent that has no answer: Every Agentforce Error also counts as a User-Facing Error. Agentforce failures therefore appear in the User-Facing Error KPI and in the session’s error count, next to the other errors your Salesforce users see.

​
Agentforce Panel Load and Actions

GermainUX times the Aura calls the panel makes around a conversation, as transactions named Agentforce followed by the action. Agentforce Panel Load is the call the panel makes to look up its agent (getBotId). It times that request, not how long the panel takes to appear on screen. The other actions are named after the Salesforce action, such as Agentforce Get Agents, Agentforce Get Welcome Utterances, Agentforce Get Recommended Utterances and Agentforce Get Plan. For Agentforce Get Plan, the plan itself is stored in Details. When Salesforce sends several of these actions in one request, each transaction shows the duration of that whole request.

​
Panel Interactions

GermainUX records how employees use the panel itself:
  • Agentforce Panel Opened and Agentforce Panel Closed
  • Agentforce Panel Pinned and Agentforce Panel Unpinned
  • Agentforce Suggestion Selected, with the suggestion text
  • Agentforce Answer Copied
  • Agentforce Agent Switched, with the previous and new agent
In Session Replay and Story Beat, this activity appears as the process Chatting with Agentforce, with actions such as Writing Agentforce message, Choosing Agentforce suggestion and Disliking Agentforce answer.

​
AI Analysis of Agentforce Conversations

GermainUX ships a chat processor and an AI prompt for Agentforce conversations. In GermainUX settings, both are named Agentforce, after the conversations they analyze. When the processor is on, GermainUX groups the turns of each conversation into one Chat Conversation record, with its transcript, message counts and response times. It creates this record once the conversation has ended. GermainUX then sends the transcript, with the prompt, to the AI model configured in GermainUX. The prompt returns two results:
  • Frictions: anything that kept the employee from finishing the task quickly. GermainUX records each friction as an AI Chat Friction event, named after the friction category, and adds the number of frictions to the conversation.
  • A summary: two to three sentences on what the employee asked and how the conversation ended. GermainUX records it as one AI Chat Summary event named Conversation Summary, with the summary text in Details. A conversation gets a summary even when the AI finds no frictions.
Typical friction categories include:
  • Agentforce didn’t understand the request
  • Agentforce couldn’t find or act on the record
  • The answer was wrong, generic or incomplete
  • An action failed, or needed confirmation repeatedly
  • The employee had to rephrase or repeat the request
When you open a conversation’s transcript, the AI insights box above it shows the summary, followed by the frictions. Read the summary to understand a conversation without going through every turn.
Agentforce conversation transcript with the AI insights box showing the conversation summary and the friction categories detected by AI

Agentforce Conversation with AI Summary and Frictions - GermainUX

Count AI Chat Friction events by name to rank the most common frictions across all conversations, then open the conversations behind one. For the full set of chat analysis features, see Chat Analysis.
List of AI Chat Friction events for Agentforce conversations, each named after the friction category the AI detected

AI Chat Friction Events for Agentforce Conversations - GermainUX

​
Turn On Agentforce Monitoring

Agentforce monitoring is part of the GermainUX Salesforce UX Monitoring Profile. Once the profile monitors your Lightning users, GermainUX captures Agentforce turns, errors, feedback and panel use with no extra setup. Before you start, make sure that:
  • Salesforce RUM monitoring is deployed, see Salesforce Monitoring Deployment
  • Your Salesforce users are monitored by the Salesforce UX Monitoring Profile
  • Agentforce is enabled in your Salesforce org and available to those users
To check the profile, in the left menu, go to Settings > Analytics > UX Monitoring Profiles and open the Salesforce profile. For more on this profile, see User Monitoring and Session Replay for Salesforce Cloud.

​
Turn On AI Conversation Analysis

AI analysis of Agentforce conversations is off by default. To turn it on:
1

Confirm AI features are on

In the left menu, go to Settings > System > AI > Settings and check that AI Features is enabled.
2

Check the prompt for Agentforce conversations

In the left menu, go to Settings > System > AI > Prompts and confirm that the prompt named Agentforce is enabled.
3

Enable the chat processor for Agentforce conversations

In the left menu, go to Settings > System > AI > Settings. In the Chat Analysis section, open Processors, enable the processor named Agentforce, and save.
From then on, GermainUX analyzes each completed Agentforce conversation and records its summary and frictions.

​
Troubleshooting

GermainUX reads Agentforce turns from the requests the Agentforce panel sends. Check that:
  • The employee is monitored by the Salesforce UX Monitoring Profile.
  • Network Requests Monitoring is on in that profile. In the left menu, go to Settings > Analytics > UX Monitoring Profiles, open the Salesforce profile, and check the setting.
  • The employee uses Agentforce from the Lightning panel, in a browser that GermainUX monitors.
Bot First Response Time is only recorded on orgs that use the Agent API. On those orgs, it also needs the browser’s timing data for the Agent API request. If Salesforce doesn’t allow cross-origin timing for that request, GermainUX records Bot Response Time only.
Chat Conversation records need the chat processor named Agentforce. AI Chat Friction and AI Chat Summary events also need AI features and the prompt named Agentforce. All three are covered in Turn On AI Conversation Analysis.These records only appear once a conversation has ended and GermainUX has closed it. A conversation without frictions gets a Chat Conversation record and an AI Chat Summary event, but no AI Chat Friction events.If you customized the prompt named Agentforce, it produces a summary only when its text asks for one. Keep the instruction to summarize the conversation in your version of the prompt.

​
KPIs for Agentforce

GermainUX stores Agentforce data in its standard chat and feedback KPIs. To see Agentforce only, filter on Chat = Agentforce, or on the event names above. On Chat Transaction and Chat Event records, Agentforce fills these fields: Split charts by Responder to compare agents, or filter on one Conversation ID to see every record of a conversation. See Agentforce KPIs in the Salesforce KPI list, alongside the other Salesforce KPIs.

​
Additional Resources

Chat Analysis

AI analysis of chat and chatbot conversations

User Monitoring and Session Replay

Salesforce RUM and replays

Analytics

More Analytics Features

​
Get Help

Contact GermainUX Support

The GermainUX team helps you get up and running faster, empower your team, turn data into actionable insights, and optimize performance to deliver measurable business outcomes.

Can't Find What You Need?

Search all GermainUX docs with Ctrl + K, or use the feedback buttons at the bottom of this page to tell us what is missing.

The content of this document is proprietary to GERMAIN SOFTWARE.