Move your metrics from Legacy Chat to Enhanced Chat.
Required Editions
| View supported editions. | |
This article applies to:
|
Messaging for In-App and Messaging for Web channels |
This article doesn’t apply to:
|
Standard and enhanced WhatsApp, standard and enhanced Facebook Messenger, standard and enhanced SMS, enhanced Apple Messages for Business, enhanced LINE, and Bring Your Own Channel |
Note Beginning in June 2025, Messaging for In-App and Web is
changing its name to Enhanced Chat. During this transition, you can possibly see references to
both names in our documentation. We wish we could magically update the name everywhere at
once, and we thank you for your patience as we evolve.
Report on Response Times
To keep parity with SLA reporting on the Chat Transcript, we created the Messaging Session Metrics object. When creating a report, treat Messaging Session Metrics as a secondary object to the Messaging Session object.
| Reporting Goal | Chat Transcript Field | Messaging Session Metrics Field |
|---|---|---|
| Track the number of messages sent by the agent in the session. | OperatorMessageCount |
MessagingSessionMetricType =
AgentMessageCount
|
| Track the average number of seconds between an end user's message and an agent's response in the session. | AverageResponseTimeOperator |
MessagingSessionMetricType =
AverageAgentResponseTime
|
| Track the average number of seconds between an agent or bot's message and the end user's response in the session. | AverageResponseTimeVisitor | MessagingSessionMetricType =
AverageEndUserResponseTime
|
| Track the number of messages sent by the end user in the session. | VisitorMessageCount |
MessagingSessionMetricType =
EndUserMessageCount
|
| Track the longest span of time (in seconds) between an end-user's message and an agent's response in the session. | MaxResponseTimeOperator |
MessagingSessionMetricType =
MaxAgentResponseTime
|
| Track the longest span of time (in seconds) between an agent or bot's message and the end user's response in the session. | MaxResponseTimeVisitor |
MessagingSessionMetricType =
MaxEndUserResponseTime
|
Report on Routing Success
Any version of Salesforce Chat that uses Omni Routing has access to the Agent Work object. Enhanced Chat also uses Omni Routing, so you can continue reporting on the Agent Work object. See Reporting on Enhanced Chat and Messaging Activity in Service Cloud for ideas around using the Agent Work record in reporting.