Check the last response time of the agent.

We check the time when the agent last responded.

This value can be used to calculate the response time from the start to the end of the consultation.

Additional Fields

Two fields will be added to the Chat Session.

Conditions for Field Value Changes:

  1. The Chat Session status is "Chat End."

  2. The IsCheckedLastTalkAgent field is false.

  3. The schedule for checking the agent's last response time must be active.

Execution Steps

  1. In the App Launcher, go to Run Schedule.

  2. Specify the desired time for execution and then click the adjacent button.

  1. When "Success" appears, the registration is complete.

  1. You can check the registered schedule under Setup > Scheduled Jobs.

Notes

Pre-Condition Requirement: This must be completed before creating the EndChat for the Chat Session. Ensure that the time is set to execute before the time configured in SC_Setup.

Automated Responses: Automated responses are not considered as agent responses. Only actual responses from an agent are used to check the real agent response time. When [WINP__IsCheckedLastTalkAgent__c] is set to true, it is considered that the actual agent response time has been recorded.

PreviousSet the closed chat settings for each sessionNextFetch public holidays

Last updated

Was this helpful?