---
schema_version: "1"
id: 7b467d843e2591e8a8b988cca1be2b93c5877cc7226c95ed3fc32c6da3b1d51d
title: Report on Chat Sessions
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/live_agent_report_on_sessions.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.live_agent_report_on_sessions.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 2391df8887bff77a7caaf4197867fea990630aa22703502b24fe6ed8344c39a0
description: Gain insight into your agents’ chat activities by building reports about Chat sessions.
products:
  - Service Cloud
release: "264"
---
# Report on Chat Sessions

Gain insight into your agents’ chat activities by building reports about Chat sessions.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d7926e55">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d7926e55 ">To create, edit, and delete reports:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d7926e55 ">
              <p>Create and Customize Reports</p>
              <p>AND</p>
              <p style="margin-bottom:0;">Report Builder</p>
            </td>

          </tr>
        </tbody>
      </table>

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png)

Important

Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat [features that you love](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&language=en_US) plus asynchronous conversations that can be picked back up at any time. Learn about migrating in [Help](https://help.salesforce.com/s/articleView?id=service.miaw_replacing_chat_considerations.htm&type=5&language=en_US) and [Trailhead](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat).

You can create a custom report type for Chat sessions and use it to run reports on your agents' sessions using the Report Builder. These Chat session reports can provide insight about your agents’ chat activities—for example, whether or not your agent team is able to handle all chat requests from your customers.

1. Create a custom report type using Chat Sessions as the primary object.
2. Create a new Chat report using the Report Builder in Salesforce Classic or the Reports tab in Lightning Experience.
3. Customize your report to include the columns of information you want to feature.
4. Save or run the report.

#### See Also

- [Build a Report](https://help.salesforce.com/s/articleView?id=analytics.rd_reports_build.htm&type=5&language=en_US)
- [Build a Report in Salesforce Classic](https://help.salesforce.com/s/articleView?id=analytics.reports_builder_editing.htm&type=5&language=en_US)
- [Chat Session Records](https://help.salesforce.com/s/articleView?id=service.live_agent_session_records.htm&release=264.0.0&type=5 "Every time your agents log in to Chat, a Chat session record is automatically created. These session records store information about your agents’ and customers’ interactions online, such as how many chat requests were processed, how long agents spent online, or how long agents were actively engaged in chats with customers.")