I am trying to figure out when agents enter and leave a chat. We have customers who leave the chat open and come back an hours later asking for help on another subject and connect to another agent in the same chat. For reference, I do not have the power to set up systems to close the chats between agents, I am just an analyst, so I need to find a way around this.
For example, a transcript of a single chat might look like this
Customer @ 11:00 : Hi I need help with x.
Agent 1 joined @ 11:01
Agent 1 @1102: Let me help you
Customer @11:04: Nevermind I got it.
Agent 1 @11:05: Okay, have a nice day.
Agent 1 left @ 11:06
Customer @3:06: Hi need help again.
Agent 2 joined @3:07
Agent 2 @3:08: How can I help you today?
Customer left @ 3:08
Agent 2 left @ 3:09
I'd like to get the data Agent 1 was in a chat from 11:01-11:06 and Agent 2 was in the chat from 3:07-3:09.
I am in the process of getting Live Chat API access and wanted to ask this question now in hopes to have an answer by the time I get access. I am reading the documentation for Live Chat API trying to find it. Would this information be listed under "Triggers"? Or, it looks like "Agent Events" might be what I want. Or heck even if I could get a transcript that includes timestamps of people joining and leaving I could use python to filter it down to those data points.
Any insight would be helpful, thanks.
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