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Maria Alberi Other Live agent questions
Hi all, I' ve got some Live Agent question, hope someone can give me an answer...
I have configured live agent in a Salesforce org. I have 4 or 5 agents that work online all day. Sometimes happens that one of the agent becomes offline in Live agent chat console, after some time that he doesn't work in current chats, but
meanwhile he has been working in other Salesforce tabs.
How is it possible such a thing?
Besides, I made a report that counts for every live agent transcript, chat duration in hours, minutes, and second. I know chat duration is calculated between start time and end time. Is it possible to calculate duration between start time and the end of communication (last message sent/recived from agent)? So, is it possible to obtain from transcript record date/time of sending or reaching last chat message?
Thank you very much..
Maria
I have configured live agent in a Salesforce org. I have 4 or 5 agents that work online all day. Sometimes happens that one of the agent becomes offline in Live agent chat console, after some time that he doesn't work in current chats, but
meanwhile he has been working in other Salesforce tabs.
How is it possible such a thing?
Besides, I made a report that counts for every live agent transcript, chat duration in hours, minutes, and second. I know chat duration is calculated between start time and end time. Is it possible to calculate duration between start time and the end of communication (last message sent/recived from agent)? So, is it possible to obtain from transcript record date/time of sending or reaching last chat message?
Thank you very much..
Maria