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IPFrampton
Live Agent Session Reporting
Hiya,
We are looking to report on a user's Live Agent session in a bit more granular detail. At the moment we have a report setup which looks at the Live Agent Session object which provides some detail, however what we want to know is when a user went away and what time they returned. At present we can only see how many minutes they were away in a particular session. For example, we want to be able to see that at 9am to 10am they had the status as 'Online' however, at 10:00 to 10:15 they were 'Away'. Has anyone had a similar use case for reporting and if so how did they overcome this?
We are looking to report on a user's Live Agent session in a bit more granular detail. At the moment we have a report setup which looks at the Live Agent Session object which provides some detail, however what we want to know is when a user went away and what time they returned. At present we can only see how many minutes they were away in a particular session. For example, we want to be able to see that at 9am to 10am they had the status as 'Online' however, at 10:00 to 10:15 they were 'Away'. Has anyone had a similar use case for reporting and if so how did they overcome this?
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[1] https://success.salesforce.com/ideaSearch
https://success.salesforce.com/ideaView?id=08730000000LiRWAA0