Capturingng live agent status change to custom object for forecasting.

Issue: LiveAgentSession will not capture the details until unless user puts status offline.

Solution: Using service console toolkit & the console component we can trigger every status change events which can stored in a custom object.

Components:

1. Custom object with custom fields.
2. VF page 
3. Console component
4. Console app settings

VF page:

	<apex:page sidebar="false" showHeader="false" standardStylesheets="false">
	<apex:includeScript value="/support/console/36.0/integration.js"/>
	<script type="text/javascript">
	var __sfdcSessionId = '{!GETSESSIONID()}';
	</script>
	<script src="../../soap/ajax/38.0/connection.js" type="text/javascript"></script>
	<script type="text/javascript">
	var _laEventHandler = function (result) {
	var _laStatusObj = new sforce.SObject("pradeep_dani__Live_Agent_Status__c");
	_laStatusObj.Name = result.state;
	var _result = sforce.connection.create([_laStatusObj]);
	if(_result && _result[0].getBoolean("success")){
	alert('Live_Agent_Status__c Record inserted successfully :' + _result[0] );
	}
	else{
	alert('Error : '+_result);
	}
	};
	sforce.console.chat.onAgentStateChanged(_laEventHandler);
	</script>
	</apex:page>

view raw LiveAgentToolKit.htm hosted with ❤ by GitHub

Console component:

	<?xml version="1.0" encoding="UTF-8"?>
	<CustomApplicationComponent xmlns="http://soap.sforce.com/2006/04/metadata">
	<buttonText>Live Agent Toolkit</buttonText>
	<isHeightFixed>false</isHeightFixed>
	<isHidden>true</isHidden><!—This setting will not display the button in the service console?
	<isWidthFixed>false</isWidthFixed>
	<visualforcePage>LiveAgentToolKit</visualforcePage>
	</CustomApplicationComponent>

view raw Console component.xml hosted with ❤ by GitHub

Console app settings:

	<?xml version="1.0" encoding="UTF-8"?>
	<CustomApplication xmlns="http://soap.sforce.com/2006/04/metadata">
	<customApplicationComponents>
	<alignment>right</alignment>
	<customApplicationComponent>Console.BuiltInComponent.mostRecentlyUsed</customApplicationComponent>
	<customApplicationComponent>LiveAgentToolkit</customApplicationComponent>
	</customApplicationComponents>
	<!----Rest of the XML---->
	</CustomApplication>

view raw Console app settings.xml hosted with ❤ by GitHub

Object XML:

	<?xml version="1.0" encoding="UTF-8"?>
	<CustomObject xmlns="http://soap.sforce.com/2006/04/metadata">
	<actionOverrides>
	<actionName>Accept</actionName>
	<type>Default</type>
	</actionOverrides>
	<actionOverrides>
	<actionName>CancelEdit</actionName>
	<type>Default</type>
	</actionOverrides>
	<actionOverrides>
	<actionName>Clone</actionName>
	<type>Default</type>
	</actionOverrides>
	<actionOverrides>
	<actionName>Delete</actionName>
	<type>Default</type>
	</actionOverrides>
	<actionOverrides>
	<actionName>Edit</actionName>
	<type>Default</type>
	</actionOverrides>
	<actionOverrides>
	<actionName>Follow</actionName>
	<type>Default</type>
	</actionOverrides>
	<actionOverrides>
	<actionName>List</actionName>
	<type>Default</type>
	</actionOverrides>
	<actionOverrides>
	<actionName>New</actionName>
	<type>Default</type>
	</actionOverrides>
	<actionOverrides>
	<actionName>SaveEdit</actionName>
	<type>Default</type>
	</actionOverrides>
	<actionOverrides>
	<actionName>Tab</actionName>
	<type>Default</type>
	</actionOverrides>
	<actionOverrides>
	<actionName>View</actionName>
	<type>Default</type>
	</actionOverrides>
	<allowInChatterGroups>false</allowInChatterGroups>
	<compactLayoutAssignment>SYSTEM</compactLayoutAssignment>
	<deploymentStatus>Deployed</deploymentStatus>
	<enableActivities>false</enableActivities>
	<enableBulkApi>false</enableBulkApi>
	<enableFeeds>false</enableFeeds>
	<enableHistory>false</enableHistory>
	<enableReports>true</enableReports>
	<enableSearch>true</enableSearch>
	<enableSharing>false</enableSharing>
	<enableStreamingApi>false</enableStreamingApi>
	<fields>
	<fullName>Status__c</fullName>
	<externalId>false</externalId>
	<label>Status</label>
	<length>100</length>
	<required>false</required>
	<trackTrending>false</trackTrending>
	<type>Text</type>
	<unique>false</unique>
	</fields>
	<label>Live Agent Status</label>
	<listViews>
	<fullName>All</fullName>
	<filterScope>Everything</filterScope>
	<label>All</label>
	</listViews>
	<nameField>
	<label>Live Agent Status Name</label>
	<type>Text</type>
	</nameField>
	<pluralLabel>Live Agent Status</pluralLabel>
	<searchLayouts/>
	<sharingModel>ReadWrite</sharingModel>
	</CustomObject>

view raw Live Agent Status.xml hosted with ❤ by GitHub

Thanks
Pradeepkumar Dani