ITSM Analytics Dashboard

A focused Salesforce DX repo for a reusable Agentforce analytics dashboard built for ITSM demo and observability stories.

This package surfaces raw Agentforce session telemetry from Data Cloud and presents it in a Lightning Web Component with outcome-based classification across channels, agents, topics, and recent sessions.

What This Includes

• agentforceDeflectionDashboard Lightning Web Component
• AgentforceTelemetryDashboardController Apex controller
• AgentforceTelemetryDashCtrlTest Apex test class
• Demo script and positioning notes in docs/

Highlights

• Cross-channel telemetry view for Voice, Slack, Web, and other messaging channels
• Session outcome classification for likely deflected, escalated, workflow follow-up, incident or case signal, dropped, and unresolved sessions
• Channel, agent, and topic breakdowns
• Recent session table with deep links into Agentforce Studio Insights
• Lightweight SFDX layout so you can deploy only this asset

Repo Structure

force-app/main/default/classes/
force-app/main/default/lwc/agentforceDeflectionDashboard/
docs/AGENTFORCE_ANALYTICS_DASHBOARD_VIDEO_SCRIPT.md
sfdx-project.json

Requirements

• Salesforce CLI sf
• API version 65.0 or later
• Salesforce org with Agentforce, Data Cloud, and telemetry/session tracing enabled
• Access to the telemetry DMOs used by the controller

Data Sources

The Apex controller queries these Data Cloud DMOs directly:

• ssot__AiAgentSession__dlm
• ssot__AiAgentInteraction__dlm
• ssot__AiAgentInteractionMessage__dlm
• ssot__AiAgentInteractionStep__dlm
• ssot__AiAgentSessionParticipant__dlm

Deploy

Deploy the full package:

sf project deploy start --source-dir force-app --target-org <your-org-alias>

Run the Apex test:

sf apex run test --tests AgentforceTelemetryDashCtrlTest --target-org <your-org-alias> --result-format human

Add To A Page

After deployment:

1. Open Lightning App Builder.
2. Add Agentforce Deflection Dashboard to a Home, App, or Record page.
3. Optionally set the Session Insights URL Template property if you want custom deep links.

Notes

• This repo is intentionally scoped to the analytics dashboard only.
• The dashboard uses telemetry-derived heuristics rather than a native "deflection" field.
• Standard Salesforce reporting does not cover these raw telemetry DMOs well, which is why this package uses Apex plus LWC.