This guide outlines how to enable In Focus Time (IFT) event tracking for agents using the LivePerson Anywhere Salesforce Connector. This feature provides Workforce Management (WFM) teams with crucial agent productivity metrics, ensuring consistent reporting across LP Anywhere and Agent Workspace.
Overview
Brands using the Salesforce Connector can now gain visibility into In Focus Time, a key metric for agent productivity. This feature helps WFM teams measure performance, optimize staffing, and identify training needs. By enabling IFT reporting, you'll align your metric tracking with LivePerson's native Agent Workspace, creating a more consistent reporting experience.
Note: Brands must have IFT enabled on their LivePerson account and have the Salesforce Package 5.50 or higher in order to have IFT events in their metrics. It is recommended that even Brands that do not use IFT install 5.50 or higher as there are additional benefits to the package update, including bug fix for new message notifications and an update to Salesforce APEX version 58.
What's Included?
- In Focus Time (IFT): This request specifically enables IFT event tracking for the Salesforce Connector. This metric tracks when an agent is actively engaged with a conversation. It measures the time an agent entered and exited a conversation that was assigned to them.
- Automatic Inclusion: Once enabled at the account level, IFT events from the Salesforce Connector are automatically included in your reports.
- Consistent Reporting: IFT data from the Salesforce Connector is available in the same reporting tools you use for Agent Workspace data, including Report Center and Data Transporter.
What's Not Included?
- Engaged Handle Time (EHT): EHT data is not currently tracked by Salesforce Connector.
- Third-Party Integrations: This phase does not include integrations with third-party WFM tools that LivePerson doesn't already support. If you use any 3rd-party WFM integrations, you should test and validate Salesforce Connector IFT shows as expected. Out of the box templates were not updated during this phase.
How to Enable IFT Tracking
- Contact Your Account Team: To enable this feature, you must contact your LivePerson account team or manager.
- Enable Account Features: Your account team will enable the necessary features in Houston, including:
LEUI.BAM_EnabledCommon.Workforce Management_AHTLp-agentactivity-app.wfm-nrt-interval-metrics
- Update API Permissions: Ensure you enable Workforce Management via the API Data Sources permissions.
- Install the Connector Update: Brands are required to install an updated Salesforce Connector package to access this functionality.
Once these steps are completed, IFT events for your Salesforce Connector agents and your Agent Workspace agents will automatically be included in your IFT reporting.
NOTE: Version 5.50 is the minimum required SF Connector Package to use this feature, available from the package downloads page.
How IFT is Tracked
IFT is tracked based on the same logic and definitions as the Agent Workspace. For example, if an agent accepts a conversation, IFT begins. It ends when one of the following events occurs:
- Agent Logout: The agent logs out of the system.
- Skill Change: The agent's skill set changes, such as when a conversation is transferred to another queue.
- Transfer: The conversation is handed off to another agent.
- Conversation Close: The conversation is deselected, and the agent is no longer focused on the conversation.
Note: IFT continues even if an agent moves their mouse away from the Salesforce Connector window to interact with the Salesforce screen behind it.
Agent Workspace and Salesforce Connector Use
An agent cannot use the Conversation Cloud UI (CCUI) Agent Workspace and the Salesforce Connector Workspace concurrently, as the system does not allow simultaneous logins across both interfaces. If an agent is logged into SF Connector and then logs into CCUI Agent Workspace in another browser or tab, the Agent will be logged out of SF Connector (or vice versa).
Therefore, IFT event tracking from the Salesforce Connector will not impact or interfere with agent-level IFT reporting from the CCUI for a specific conversation. This helps to ensure data accuracy and separation between workspaces.
Links to Relevant Reporting Guides