Hi everyone!! 🙌🙌
I am looking for a way to report on the exact number of messages sent by each specific agent within a single Messaging Session. This is important for our productivity metrics because we often have sessions where multiple agents interact with the customer during the same session (due to transfers or consultations).
The standard AgentMessageCount field doesn't work for this requirement, as it aggregates the messages of all agents involved in the session. Has anyone found a native workaround to achieve this agent-specific message count?
Thanks in advance!
We have done something similar but it requires a callout now because Salesforce doesn't store Conversation Entries in core storage anymore. You have to get it through REST API - see here
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You can query all conversation entries and loop through how many are tied to each user and we update it on the Agent Work object as ours route through Omni
