Check the agent's last response time

Records the time when the agent last responded.

This value can be used to calculate the net response time from the start to the end of the chat.

Additional Fields

The following two fields are added to Chat Session.

Conditions for updating the filed values

1. The Chat Session status is "Chat End."

2. The IsCheckedLastTalkAgent field is false.

3. The schedule for checking the agent's last response time must be running.

Execution steps

1. In App Launcher, open Run Schedule.

2. Specify the execution time and click the button next to it.

1. If "Success" is displayed, the registration has been completed successfully.

1. You can check the registered schedule under Setup > Scheduled Jobs.

Notes

This process must be completed before generating the End Chat record for the Chat Session.

Configure the schedule to run before the time configured in SC_Setup.

Automated Responses: Auto responses are not treated as agent responses. Only messages sent by an actual agent are used to calculate the agent's response time. When [WINP__IsCheckedLastTalkAgent__c] is set to true, the agent's actual response time is considered to have been recorded.