Session Metrics for Remote Support Sessions in Salesforce

Overview

This guide explains how to configure four session KPI fields on the ScreenMeet Live Session object in Salesforce to measure Remote Support session performance. Once configured, these fields can be added to any Salesforce report built on the Live Session object.

Prerequisites

Salesforce Administrator access
ScreenMeet Remote Support package installed and generating session records
Live Session Log records present on existing sessions

KPI Definitions

KPI	Description	Unit
Time to Connect	Time between session creation and end-user connecting to the server	Seconds
Agent Response Time	Time between the end-user connecting to the server and the agent joining the session, isolating how long the end user was ready and waiting before the agent joined.	Seconds
Connected Duration	Time between end-user connection and session end	Seconds
Total Session Time	Time between session creation and session end	Seconds

Sessions Without End-User Connection

If no end-user connected to the session, Time to Connect, Agent Response Time, and Connected Duration will display 0.

Step 1: Create the Guest Join Time Roll-Up Summary Field

This field captures the timestamp when the end-user connected to the server. It is required for Time to Connect, Agent Response Time, and Connected Duration calculations.

Navigate to Setup > Object Manager > ScreenMeet Live Session > Fields & Relationships.
Click New.
Select Roll-Up Summary and click Next.
Set Field Label to Guest Join Time.
Click Next.
Set Summarized Object to Live Session Log.
Select MIN as the Roll-Up Type.
Set Field to Aggregate to Timestamp.
Select Only records meeting certain criteria should be included in the calculation.
Set the filter: Field = Event Name, Operator = equals, Value = user-connected.
Click Next, then Save.

Force Recalculation After Saving

After saving, edit the field and select Force a mass recalculation of this field before saving again. This ensures existing session records are populated. Repeat this step for all roll-up summary fields created in this guide.

Step 2: Create the Agent Join Time Roll-Up Summary Field

This field captures the timestamp when the agent joined the session. It is required for the Agent Response Time calculation.

Navigate to Setup > Object Manager > ScreenMeet Live Session > Fields & Relationships.
Click New.
Select Roll-Up Summary and click Next.
Set Field Label to Agent Join Time.
Click Next.
Set Summarized Object to Live Session Log.
Select MIN as the Roll-Up Type.
Set Field to Aggregate to Timestamp.
Select Only records meeting certain criteria should be included in the calculation.
Set the filter: Field = Event Name, Operator = equals, Value = agent-joined.
Click Next, then Save.

Step 3: Create the Time to Connect(guest or end-user) Formula Field

Navigate to Setup > Object Manager > ScreenMeet Live Session > Fields & Relationships.
Click New.
Select Formula and click Next.
Set Field Label to Time To Connect.
Set Formula Return Type to Number and Decimal Places to 0.
Click Next and enter the following formula:

IF(ISNULL(Guest_Join_Time__c), 0, (Guest_Join_Time__c - CreatedDate) * 86400)

Click Next, then Save.

Step 4: Create the Agent Response Time Formula Field

Navigate to Setup > Object Manager > ScreenMeet Live Session > Fields & Relationships.
Click New.
Select Formula and click Next.
Set Field Label to Agent Response Time.
Set Formula Return Type to Number and Decimal Places to 0.
Click Next and enter the following formula:

IF(ISNULL(Agent_Join_Time__c), 0, (Agent_Join_Time__c - Guest_Join_Time__c) * 86400)

Click Next, then Save.

Step 5: Create the Connected Duration Formula Field

Navigate to Setup > Object Manager > ScreenMeet Live Session > Fields & Relationships.
Click New.
Select Formula and click Next.
Set Field Label to Connected Duration.
Set Formula Return Type to Number and Decimal Places to 0.
Click Next and enter the following formula:

IF(ISNULL(Guest_Join_Time__c), 0, (screenmeet__time_ended__c - Guest_Join_Time__c) * 86400)

Click Next, then Save.

Step 6: Create the Total Session Time Formula Field

Navigate to Setup > Object Manager > ScreenMeet Live Session > Fields & Relationships.
Click New.
Select Formula and click Next.
Set Field Label to Total Session Time.
Set Formula Return Type to Number and Decimal Places to 0.
Click Next and enter the following formula:

(screenmeet__time_ended__c - CreatedDate) * 86400

Click Next, then Save.

Step 7: Add Fields to Your Report

Open or create a Salesforce report based on the ScreenMeet Live Sessions report type.
Add the following columns: Time To Connect, Agent Response Time, Connected Duration, Total Session Time.
Save and run the report.

Alternative: Row-Level Formulas

If you prefer not to add formula fields to the object, you can define the same calculations as row-level formulas inside the report builder using Add Column > Add Row-Level Formula. Be aware of the following limitations before choosing this approach:

Formulas are scoped to the report they are created in and cannot be reused across other reports or list views.
Row-level formula columns cannot be summarized (no SUM, AVG, or MIN across rows).
Fields used in the formula (Guest_Join_Time__c, Agent_Join_Time__c, CreatedDate, screenmeet__time_ended__c) must still be added as columns in the report.

The roll-up summary fields created in Steps 1 and 2 are required regardless of which approach you choose.

Verification

To confirm the fields are calculating correctly, locate a completed session in the report and cross-reference the values against the session log. The following relationships should hold:

Time to Connect + Connected Duration = Total Session Time
Agent Response Time falls within the Connected Duration window
Sessions where no end-user connected will show 0 for Time to Connect, Agent Response Time, and Connected Duration
Total Session Time will always be populated for closed sessions

Example: Session yWaVNs

Key timestamps from the session log:

Session created: 9:29:13 PM
End-user connected to server: 9:29:41 PM
Agent joined session: 9:29:47 PM
Session closed: 9:29:55 PM

KPI	Calculation	Expected Result	Report Value
Time to Connect	9:29:41 minus 9:29:13	28 seconds	28
Agent Response Time	9:29:47 minus 9:29:41	6 seconds	6
Connected Duration	9:29:55 minus 9:29:41	14 seconds	14
Total Session Time	9:29:55 minus 9:29:13	42 seconds	42

Results Confirmed

All four report values match the session log exactly. Time to Connect (28) + Connected Duration (14) = Total Session Time (42), confirming the formulas are consistent and complete.