--- title: "Session Metrics for Remote Support Sessions in Salesforce" slug: "session-metrics-for-remote-support-sessions-in-salesforce" description: "Learn to configure session KPI fields in Salesforce for ScreenMeet Live Sessions to enhance Remote Support performance measurement and reporting." updated: 2026-05-06T03:18:07Z published: 2026-05-06T03:18:07Z canonical: "docs.screenmeet.com/session-metrics-for-remote-support-sessions-in-salesforce" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.screenmeet.com/llms.txt > Use this file to discover all available pages before exploring further. # 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. 1. Navigate to **Setup > Object Manager > ScreenMeet Live Session > Fields & Relationships**. 2. Click **New**. 3. Select **Roll-Up Summary** and click **Next**. 4. Set **Field Label** to `Guest Join Time`. 5. Click **Next**. 6. Set **Summarized Object** to `Live Session Log`. 7. Select **MIN** as the Roll-Up Type. 8. Set **Field to Aggregate** to `Timestamp`. 9. Select **Only records meeting certain criteria should be included in the calculation**. 10. Set the filter: **Field** = `Event Name`, **Operator** = `equals`, **Value** = `user-connected`. 11. 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. 1. Navigate to **Setup > Object Manager > ScreenMeet Live Session > Fields & Relationships**. 2. Click **New**. 3. Select **Roll-Up Summary** and click **Next**. 4. Set **Field Label** to `Agent Join Time`. 5. Click **Next**. 6. Set **Summarized Object** to `Live Session Log`. 7. Select **MIN** as the Roll-Up Type. 8. Set **Field to Aggregate** to `Timestamp`. 9. Select **Only records meeting certain criteria should be included in the calculation**. 10. Set the filter: **Field** = `Event Name`, **Operator** = `equals`, **Value** = `agent-joined`. 11. Click **Next**, then **Save**. --- ### Step 3: Create the Time to Connect(guest or end-user) Formula Field 1. Navigate to **Setup > Object Manager > ScreenMeet Live Session > Fields & Relationships**. 2. Click **New**. 3. Select **Formula** and click **Next**. 4. Set **Field Label** to `Time To Connect`. 5. Set **Formula Return Type** to **Number** and **Decimal Places** to `0`. 6. Click **Next** and enter the following formula: ```plaintext IF(ISNULL(Guest_Join_Time__c), 0, (Guest_Join_Time__c - CreatedDate) * 86400) ``` 1. Click **Next**, then **Save**. --- ### Step 4: Create the Agent Response Time Formula Field 1. Navigate to **Setup > Object Manager > ScreenMeet Live Session > Fields & Relationships**. 2. Click **New**. 3. Select **Formula** and click **Next**. 4. Set **Field Label** to `Agent Response Time`. 5. Set **Formula Return Type** to **Number** and **Decimal Places** to `0`. 6. Click **Next** and enter the following formula: ```plaintext IF(ISNULL(Agent_Join_Time__c), 0, (Agent_Join_Time__c - Guest_Join_Time__c) * 86400) ``` 1. Click **Next**, then **Save**. --- ### Step 5: Create the Connected Duration Formula Field 1. Navigate to **Setup > Object Manager > ScreenMeet Live Session > Fields & Relationships**. 2. Click **New**. 3. Select **Formula** and click **Next**. 4. Set **Field Label** to `Connected Duration`. 5. Set **Formula Return Type** to **Number** and **Decimal Places** to `0`. 6. Click **Next** and enter the following formula: ```plaintext IF(ISNULL(Guest_Join_Time__c), 0, (screenmeet__time_ended__c - Guest_Join_Time__c) * 86400) ``` 1. Click **Next**, then **Save**. --- ### Step 6: Create the Total Session Time Formula Field 1. Navigate to **Setup > Object Manager > ScreenMeet Live Session > Fields & Relationships**. 2. Click **New**. 3. Select **Formula** and click **Next**. 4. Set **Field Label** to `Total Session Time`. 5. Set **Formula Return Type** to **Number** and **Decimal Places** to `0`. 6. Click **Next** and enter the following formula: ```plaintext (screenmeet__time_ended__c - CreatedDate) * 86400 ``` 1. Click **Next**, then **Save**. --- ### Step 7: Add Fields to Your Report 1. Open or create a Salesforce report based on the **ScreenMeet Live Sessions** report type. 2. Add the following columns: `Time To Connect`, `Agent Response Time`, `Connected Duration`, `Total Session Time`. 3. 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 ![](https://cdn.document360.io/9da39725-20e5-434f-83a4-d630456099dc/Images/Documentation/image(140).png) | 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 | ![](https://cdn.document360.io/9da39725-20e5-434f-83a4-d630456099dc/Images/Documentation/image(139).png) 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. --- ### Related Articles - [ScreenMeet Remote Support Overview](/docs/session-metrics-for-remote-support-sessions-in-salesforce#) - [ScreenMeet Live Session Object Reference](/docs/session-metrics-for-remote-support-sessions-in-salesforce#)