AgentforceArchitect (Hardest)analyticscontainmentcsat
Architect agent analytics dashboard for containment and CSAT correlation
Real World Scenario
Executives see high containment but CSAT dropped; no visibility into which topics or actions drive dissatisfaction.
Expected Answer
• Instrument topic, action, handoff reason, and duration per session
• Link CSAT survey to conversation Id and agent version
• Cohort analysis by agent metadata release
• False containment detection: reopened cases within 24 hours
• Cost per contained session vs human handle time saved
• Drill-down from KPI to sample transcripts for qual review
• Balanced scorecard not containment alone
Follow-Up Questions & Answers
Click to expand — each follow-up includes a direct, interview-ready answer
Direct answer: Instrument topic, action, handoff reason, and duration per session Also consider: Link CSAT survey to conversation Id and agent version In practice: Cohort analysis by agent metadata release Document the decision in an ADR and align with enterprise standards.
Architect Perspective
Containment without CSAT is vanity metric — architect telemetry tying conversation to outcomes.