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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.

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