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MessagingSessionMetrics

Represents a metric gathered about a specific enhanced messaging session, such as average agent response time. This object is available starting in October 2024 in API version 62.0 and later.

To reference this object in reports, create a custom report type with Messaging Session as the primary object and Messaging Session Metrics as the secondary object.

Be sure to include the MessagingSessionMetricType field in your custom report. These records are available only for Messaging sessions created after October 1, 2024.

Supported Calls

create(), describeSObjects(), getDeleted(), getUpdated(), query(), retrieve()

Special Access Rules

Multiple MessagingSessionMetrics records are generated when a session ends in an enhanced Messaging channel or Messaging for In-App and Web channel. These records aren't generated for standard messaging sessions.

Fields

Field	Details
MessagingSessionId	Type reference Properties Create, Filter, Group, Sort Description The ID of the related messaging session. This field is a relationship field. Relationship Name MessagingSession Relationship Type Master-detail Refers To MessagingSession (the master object)
MessagingSessionMetricType	Type picklist Properties Create, Filter, Group, Restricted picklist, Sort Description The metric that this record captures. Possible values are: `AgentMessageCount`—The number of messages sent by the Service rep in the session. `AverageAgentResponseTime`—The average number of seconds between an end user's message and the agent’s response in the session. `AverageEndUserResponseTime`—The average number of seconds between an agent or bot’s message and the end user's response in the session. `EndUserMessageCount`—The number of messages sent by the end user in the session. `MaxAgentResponseTime`—The longest span of time (in seconds) between an end user's message and the agent’s response in the session. `MaxEndUserResponseTime`— The longest span of time (in seconds) between an agent or bot’s message and the end user's response in the session. `ServiceRepAcceptToFirstResponseTime`— The time (in seconds) between when a Service rep accepts the work in Omni-Channel and their first response to the customer in the session. Available in API version 68.0 and later. `ServiceRepFirstResponseTime`—The time (in seconds) between when a conversation is routed to a human and when a service rep first responds. Routing is triggered either when an end user sends a message that initiates routing, or when an agent or bot decides to route the conversation to a human. Available in API version 67.0 and later. For each closed messaging session in enhanced Messaging channels and Messaging for In-App and Web, one MessagingSessionMetrics record is generated per MessagingSessionMetricType value. This means that six MessagingSessionMetrics records are generated per session.
MessagingSessionMetricValue	Type int Properties Create, Filter, Group, Sort Description The value of the measured metric. For example, if the MessagingSessionMetricType is EndUserMessageCount, a MessagingSessionMetricValue of 12 means that the end user sent 12 messages during the messaging session.
Name	Type string Properties Autonumber, Defaulted on create, Filter, idLookup, Sort Description An autogenerated number identifying the MessagingSessionMetrics record.

Object Reference for the Salesforce Platform

MessagingSessionMetrics

Supported Calls

Special Access Rules

Fields