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Chat Session Reports
Use Chat Session reports to consolidate data about agents’ activities while they chat with customers–for example, how long agents are online or how many chat requests are assigned to them.
Required Editions
| Available in: Salesforce Classic and Lightning Experience |
Available in: Performance Editions and in Developer Edition orgs that were created after June 14, 2012 Available in: Essentials, Unlimited, and Enterprise Editions with Service Cloud or Sales Cloud |
A report type defines the set of records and fields available to a report based on the relationships between a primary object and its related objects. Reports display only records that meet the criteria defined in the report type. You can create a custom report type for Chat sessions to aggregate data about your agents’ activity while they support customers. These reports include data for all of the chats that occurred during a specific Chat session.
Customize Chat session reports to include columns of information about any of the following categories, as well as any custom fields related to Chat sessions:
| Column Name | Description |
| Agent: Full Name | Name of the agent associated with the session. |
| Assistance Flags Lowered (Agent) | Number of times an agent lowered an assistance flag during a Chat Session. |
| Assistance Flags Lowered (Supervisor) | Number of times a supervisor lowered an assistance flag during an agent’s Chat Session. |
| Assistance Flags Raised | Number of times an agent raised an assistance flag during a Chat Session. |
| Chat Requests Assigned | Number of chat requests assigned to an agent. |
| Chat Requests Declined (Manually) | Number of chat requests declined manually by an agent. |
| Chat Requests Declined (Push Timeout) | Number of chat requests that timed out while assigned to an agent. |
| Chat Requests Engaged | Number of chats in which an agent was engaged during the session. |
| Created By: Full Name | Full name of the creator of the session record. |
| Created Date | Date the session record was created. |
| Last Modified By: Full Name | Full name of the person who last modified the session record. |
| Last Modified Date | Date the session record was last modified. |
| Chat Session ID | ID of the Chat session record. |
| Chat Session Name | Automatically generated ID of the Chat session. |
| Login Time | Time and date the agent logged in to the session. |
| Logout Time | Time and date the agent logged out of the session. |
| Time Idle | Total amount of time in seconds an agent was not engaged in chats during a session. The following formula indicates how an agent’s idle time is calculated: (Time Spent Online + Time Spent Away) - Time Spent in Chats = Time Idle. |
| Time Spent at Capacity | Total amount of time in seconds in which an agent’s queue was full. |
| Time Spent Away | Total amount of time in seconds an agent spent in “Away” status. |
| Time Spent in Chats | Total amount of time in seconds an agent spent engaged in chats. |
| Time Spent Online | Total amount of time in seconds an agent spent online. |
