May 29, 2025
Unified Analytics
[EARLY ACCESS] New Tab on Agents Performance Board: Agent Activity
The Agents performance board is currently in early access. We cannot guarantee data consistency during the early access period. Some features may change before the full release.
Please report any bugs you encounter. If you have any questions, please contact your Customer Success Manager.
In Unified Analytics, we added a new tab to the Agents performance board under the Care module: Agent activity.
This tab allows you to measure overall agent engagement through the number of messages and comments sent.
Data availability
The data available on the Agent activity tab is based on the Care cases created on November 1, 2024, the earliest. Data about the cases created before November 1, 2024, is not available on the tab.
The data for the period from November 1, 2024, till May 15, 2025, may be incomplete. Therefore, to get the most accurate results, we recommend that you set the time range on the Agent activity tab to start on May 15, 2025, the earliest.
The underlying data may be subject to changes during the early access period.
Learn more:
Unified Analytics - List of Boards
Use Unified Analytics to Analyze Performance of Your Care Operations
Settings
Permissions for Managing Automated Sentiment and Approval Flows
We made the permissions for controlling who can manage automated sentiment and approval flows visible in the account roles:
“Manage Automation sentiment” under the Pages & Profiles tab
“Manage Approval flows” under the Community & Publisher tab
These permissions are by default enabled for Account Admins.
You can now allow the users who are not Account Admins (and you do not want to make them Account Admins) to manage automated sentiment and/or approval flows by creating a custom account role for them with the “Manage Automation sentiment” and/or “Manage Approval flows” permissions enabled.
Learn more:
Using Sentiment Analysis to Understand Your Audience
How To Set Up Approval Flows
Account Roles