Use a new field value to capture the time (in seconds) between when a conversation is routed to a Service rep or queue, and when a service rep first responds. Service Rep First Response Time is a new value on the MessagingSessionMetricType field of the MessagingSessionMetrics object. Previously, identifying how quickly a rep responded after a session transfer required complex LWC development or API callouts to the ConversationEntry object.
Where: This change applies to Enhanced Messaging channels and Enhanced Chat. View required editions.
Why: Routing is triggered either when an end user sends a message that initiates routing, or when an agent or bot decides to route the conversation to a human. By automating this timestamp, Salesforce provides parity with legacy Chat features and ensures a smoother migration to Enhanced Messaging.