Live Agent - Live Chat Transcripts Owned by "Automated Process" User - Ideas - Salesforce Trailblazer Community
Trailblazer Community

All Ideas

Idea Details

Post an Idea
920  Points
Open
Idea has been posted. Give it an upvote or downvote.

Live Agent - Live Chat Transcripts Owned by "Automated Process" User

Operational Reporting

If a chat report is created that uses the "Created By Full Name" or "Created By Role" fields in the table, that report will automatically exclude any missed chats owned by the Automated Process.  Salesforce does not see the Automated Process as a normal user, and therefore excludes it from reporting.

From an end-user point of view, it shouldn't matter who the creator or owner of a chat is, a miss is a miss.  Having some values not appear provides a false sense of service levels being better than they are if an end user doesn't know this reporting quirk.

Merge Idea · Flag

  • Upvotes
  • Downvotes

Ideas

Apps

from AppExchange

Help us to keep IdeaExchange clean by pointing out overlapping ideas. We'll investigate your suggestion and merge the ideas if it makes sense.



 

 

Thanks for your merge suggestion. We will review it shortly and merge the ideas if applicable.

Salesforce takes abuse situations very seriously. Examples of abuse include but are not limited to posting of offensive language or fraudulent statements. To help us process your request as quickly as possible, please fill out the form below describing the situation. For privacy and security reasons, the final outcome of an abuse case may not be revealed to the person who reported it.


 

Thank you for your feedback. We take abuse seriously and will investigate this issue and take appropriate action.