Hello,
We have migrated over to the MIAW from the Classic Live Agent (Chat Transcripts) and have noticed it's not a Like for Like. Can anyone assist me in the following:
- What is the best way to export the Conversations? With Chat Transcripts, I had a report and was able to email to the supervisors and the QA Team. The reports in SF don't have any of these.
- With Chat Transcripts, SF had OOTB Fields
- Visitor Details: Visitor IP, Platform, Browser, Brower Language, etc
- Metrics fields: Visitor Average Response Time, Visitor Message Count, Wait Time, Wait Time in Minutes, Agent Average Response Time, Agent Message Count, Chat Duration
Do I have to create all these myself? We are using an Embedded Services
Thank you in advance for you time and assistance.
14 réponses
MIAW is an enhanced messaging channel, and unlike the standard messaging channels, the content of the conversation (the transcript) is not stored in the ConversationEntry object.
Please refer to the articles below to learn more about the differences between standard and enhanced channels and the different ways you can export the conversation data in Enhanced Messaging:
https://developer.salesforce.com/docs/service/messaging-object-model/guide/messaging-object-model-access-data.html
https://help.salesforce.com/s/articleView?id=service.working_with_conversation_data.htm&type=5
https://help.salesforce.com/s/articleView?id=service.conversation_transcripts_aws_database.htm&type=5
https://help.salesforce.com/s/articleView?id=003600224&type=1
