AgentforceIntermediatemetricssliexecutiveanalytics
Define executive SLIs for agent program health dashboards
Real World Scenario
The CIO wants a single dashboard proving Agentforce value to the board. Teams disagree on whether to headline containment, CSAT, or cost savings.
Expected Answer
• Primary SLI: contained resolution rate weighted by case complexity tier
• Guardrail SLIs: CSAT delta vs human baseline, escalation rate, compliance incident count
• Efficiency SLI: cost per contained interaction vs fully loaded human handle cost
• Quality SLI: knowledge citation accuracy and action error rate trends
• Adoption SLI: channel coverage and session volume vs forecast
• Segment dashboards by business unit, channel, and customer tier for actionable drill-down
• Avoid vanity metrics like raw message count without outcome linkage
Follow-Up Questions & Answers
Click to expand — each follow-up includes a direct, interview-ready answer
Direct answer: Primary SLI: contained resolution rate weighted by case complexity tier Also consider: Guardrail SLIs: CSAT delta vs human baseline, escalation rate, compliance incident count In practice: Efficiency SLI: cost per contained interaction vs fully loaded human handle cost Balance speed of delivery with maintainability.
Architect Perspective
Executive dashboards need outcome metrics with guardrails—not containment alone. Pair efficiency with quality or you optimize into customer misery.