Tool Execution Records Overview

Note:

This feature is part of the Certinia Early Adopter Program. This program is only available to a limited number of customers. For more information, contact your Certinia Account Team.

Tool execution records provide an audit trail of the tools that an agent runs during a chat session. One record is created each time an agent runs a tool, whether the tool succeeds or fails. To view the records for a chat session, open the chat session and go to the Tool Executions related list.

Note:

The Parameters and Result fields store the data passed to and returned by the tool. This data can include personal or business information. Apply the same access controls to tool execution records as you apply to the records that the agent works with.

Records for Transcript Analysis

When an agent analyzes a transcript that you attach to a chat, the tool execution record holds only a summary of the call. The Parameters field holds the type of extraction that the agent requested, and the attached file's name, format, and content length in characters. If the extraction succeeds, the Result field holds the number of items extracted, in total and by type. The transcript's content and the extracted items are not stored on the record.

For more information about the fields on the Tool Execution object, see Tool Execution Fields.