Salesforce Chats Time Tracking Reports

Tracking Start and End Time of the Chats:

1. Create a Report Type with the Object Chat Transcripts.

2. Add Start Time and End Time while creating the Report.

Agent and Visitor Time Tracking:
1. Create a Report Type with Chat Transcripts as Primary Object and Chat Transcript Events as related object.

2. Create a Report with the above Report Type.

3. Group the Report by Chat Transcript name. Add Chat Transcript Event, Time, Agent: Full Name, Type and Detail fields to the report.