---
schema_version: "1"
id: 40dc27c819cced92a853f9c7976a09cfbd98105cf985547bcfa1cc309a074396
title: Transitioning Your Reporting from Legacy Chat to Enhanced Chat
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/miaw_from_chat_reporting.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.miaw_from_chat_reporting.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 02cb07b626c34ea9186905cf2ec622d6e44551b043aa26d00b9a82b520973ffc
description: Move your metrics from Legacy Chat to Enhanced Chat.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Transitioning Your Reporting from Legacy Chat to Enhanced Chat

Move your metrics from Legacy Chat to Enhanced Chat.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
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          <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&amp;type=5&amp;language=en_US" target="_blank">View supported editions.</a></td>

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            <a name="miaw_from_chat_reporting__image_awc_qgf_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="miaw_from_chat_reporting__image_awc_qgf_5cc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span>
            <strong>This article applies to:</strong>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">Messaging for In-App and Messaging for Web channels</td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span>
            <strong>This article doesn’t apply to:</strong>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">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</td>

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

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png)

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](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_livechattranscript.htm?q=chat%20transcript), we created the [Messaging Session Metrics](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_messagingsessionmetrics.htm) object. When creating a report, [treat Messaging Session Metrics as a secondary object to the Messaging Session object](https://help.salesforce.com/s/articleView?language=en_US&id=service.messaging_reporting.htm&type=5).

  
| 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](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_agentwork.htm?q=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](https://help.salesforce.com/s/articleView?language=en_US&id=service.messaging_reporting.htm&type=5) for ideas around using the Agent Work record in reporting.

#### See Also

- [_Trailhead_: Migrating from Legacy Chat to Enhanced Chat](https://trailhead.salesforce.com/content/learn/modules/migrating-from-legacy-chat-to-enhanced-chat)
- [Enhanced Chat FAQ](https://help.salesforce.com/s/articleView?id=service.miaw_faq.htm&release=264.0.0&type=5 "Review answers to commonly asked questions about Enhanced Chat, formerly Messaging for In-App and Web.")