Salesforce last week announced new observability tools inside of Agentforce Studio, bringing deeper visibility, monitoring, and optimization to every artificial intelligence (AI) agent within the Agentforce 360 Platform.
By providing unparalleled insight into agent behavior, the release empowers organizations to safely scale AI and consistently improve agentic performance, according to company officials. Fostering better collaboration between humans and intelligent agents, it ensures that AI adoption is both reliable and trustworthy, accelerating every company’s journey to becoming an Agentic Enterprise.
Delivered through Agentforce Studio and powered by Salesforce’s new Session Tracing Data Model, which captures every logged event down to each conversation turn within Data 360, Agentforce 360 provides unified visibility and granular, session-level insights so organizations can ensure agents are behaving and responding appropriately.
Salesforce on AI Adoption
Adam Evans, EVP & GM, Salesforce AI, noted as AI adoption accelerates, the biggest enterprise challenge “will no longer be about building an organization’s first agent; it will become how to best manage a fleet of agents that are making real-world business decisions.”
“You can’t scale what you can’t see. Agentforce delivers the enterprise-grade operational rigor required for this new agentic world,” said Evans. “We’re giving IT leaders the critical tools to continuously track performance, debug issues, and prove the ROI of their AI investments, ensuring every intelligent agent performs reliably, securely, and with total transparency.”
What’s New in Agentforce
These deeper observability tools within Agentforce span three core areas: analytics, optimization, and health monitoring.
Agent Analytics provides a comprehensive view of how every agent is performing, tracking usages and effectiveness metrics across all deployed agents, giving teams a clear picture of how agents perform in real customer interactions; surfaces KPI trends over time, making it easy to see where performance is improving, declining, or requiring attention; and highlights inefective topics, actions, or flows, enabling teams to take targeted steps to optimize agent performance.
Agent Optimization gives customers full observability into every agent interaction. By illuminating performance gaps, tracing session flows, and revealing exactly how agents make decisions, businesses can quickly diagnose issues, understand why an agent behaved a certain way, and take targeted actions to continuously improve outcomes.
Health Monitoring ensures continuous uptime, reliability, and responsiveness by detecting issues early and providing teams with actionable insights to maintain optimal agent performance. It leverages pre-calculated key health metrics in Data 360 to monitor for hidden issues before they escalate and receives alerts on errors, latency, and escalations, enabling supervisors to quickly detect and resolve problems and minimize downtime.
Beta Testing Result
Early pilots—including such enterprises as 1-800Accountant, Engine, and Nexo among others— highlighted how observability brings trust, efficiency, and scale, from handling 90% of service requests autonomously to improving decision accuracy across more than a half a million interactions a year.
Ryan Teeples, Chief Strategy Officer, 1-800Accountant, stated with full visibility into every agent interaction, they were able to see exactly how their AI handles each request, step by step.
“This insight lets us understand not only whether tasks are completed correctly but how decisions are made along the way,” said Teeples. “With our agents projected to autonomously handle 90% of incoming service requests, this new observability tool allows us to streamline support, maintain high quality, and scale confidently, ensuring our customers receive fast, accurate service every time.”
Deep observability in Agentforce Studio, including Agent Analytics and Agent Optimization, is available now; Agent Health Monitoring will be generally available in Spring 2026.
