"As AI-powered agents assume more customer-facing and operational roles, the need for continuous monitoring has become increasingly critical. According to Salesforce's 2025 CIO Trends Report, AI adoption has increased by 282% year over year. However, scaling AI isn't just about launching more bots - it's about ensuring they behave as expected, improve over time, and deliver measurable value. That's where the new features come in."
"Delivered through Agentforce Studio and built on Salesforce's Session Tracing Data Model, the observability suite gives teams deep insight into every AI agent's actions - from how they respond in conversations to how reliably they perform behind the scenes. Agent Analytics: Provides a detailed view of agent usage and effectiveness, surfacing trends, KPIs, and underperforming flows. Teams can use these insights to make targeted performance improvements."
Salesforce expanded Agentforce 360 with observability tools that provide real-time visibility into AI agent performance. The suite, delivered through Agentforce Studio and using the Session Tracing Data Model, reveals agent actions across conversations and backend processes. Three feature areas—Agent Analytics, Agent Optimization, and Health Monitoring—surface usage trends and KPIs, enable granular session tracing for debugging and tuning, and track uptime, latency, and errors in real time. The update supports scaling AI deployments with greater confidence, transparency, and control, helps teams identify underperforming flows, flags silent failures, and promotes more effective collaboration between humans and AI agents.
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