---
schema_version: "1"
id: a075f4cc2489aae88898e82db008a67324c3e35b64ecb36e0d5e2ce0eb48df3c
title: Track Service Rep First Response Time Automatically
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/262-0-0/rn_service_rep_first_response.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_service_rep_first_response.htm&release=262.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 19bfd958de0ec5b70f94f65c581ab4cbfc287254997d1ec93ab9fa768660ac70
description: 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.
products:
  - Cross Cloud
release: "262"
---
# Track Service Rep First Response Time Automatically

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](https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&language=en_US).

**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.

#### See Also

- [_Salesforce Help:_ Report on Messaging Activity in Service Cloud](https://help.salesforce.com/s/articleView?id=service.messaging_reporting.htm&language=en_US)
- [_Salesforce Developer Documentation:_ MessagingSessionMetrics](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_messagingsessionmetrics.htm)