Chat Drops Salesforce Report
1. Create a custom report type with Primary Object "Chat Transcripts". 2. Select Chat Transcript Events to relate it with Chat Transcript object. 3. Create a Report with the custom ....
Tag: Live Agent in Salesforce
Work Item Size and Agent Capacity Salesforce Chat
Omni-Channel is a work routing system.Omni-Channel works on the concept of Work Items. Each time a case is assigned to a queue, a work item is created and pushed to ....
Salesforce Estimated Wait Time Instead of Queue Position for a Chat Session
By default, in Salesforce, the Chat API returns queue position information that we can relay to customers. However, we can also retrieve/receive the estimated wait time. Sometimes, the estimated wait ....
How to save chat history at agent side in Salesforce Live Agent?
We can use Live agent chat transcript. A live chat transcript is a record of a chat between a visitor and a live chat agent. Salesforce creates a transcript automatically ....
Live Agent Implementation in Salesforce
1. Go to Setup --> Customize --> Live Agent --> Settings. 2. Check "Enable Live Agent" checkbox and click "Save" button. 3. Go to My Settings --> Personal --> ....