Salesforce Service Agent Session Engagement can be used to report on the Salesforce Service Agents.

1. Create a Report on “Service Agent Session Engagement” Report Type.

2. Select the fields for the metrics to check.

Salesforce Service Agent Session Engagement can be checked in ConversationDefinitionSession object/entity. This has basic information only to check via SOQL query.

Sample SOQL:

SELECT Id, ChannelType, CreatedDate,
SessionStartTime, SessionStatus, SessionDuration,
SessionTransferType, SessionEndType, SessionTransferResult,
HasErrorLogs, SessionTransferTargetType
FROM ConversationDefinitionSession 
WHERE ConversationDefinitionId IN (
    SELECT Id 
    FROM BotVersion 
    WHERE BotDefinition.MasterLabel = 'Messaging for In-App and Web Agent' 
    AND Status = 'Active'
)