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I am new to Omni-Channel. I am looking to create a report on the following fields for each agents to get logged in details for yesterday into Salesforce.

  • Name
  • Logged in time and date
  • Logged out time and date.

I am working on creating a report for each user capacity based on these.

How can I do it?

2 Answers 2

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You can run a report on the UserServicePresence object, which stores information regarding each Agent's presence status, duration, and dates.

Below is an example query that you can run to see the data provided:

SELECT Id, ServicePresenceStatus.MasterLabel, User.Name, StatusStartDate, StatusEndDate, StatusDuration FROM UserServicePresence
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  • I am looking to make a salesforce report into system itself. Through this I think it is not possible to make report on daily basis. Mar 10, 2022 at 12:21
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You can try this salesforce app exchange product to check the agent performance. It comes with variety of reports. It's a free product. https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000G0yalUAB

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