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Session summary report
Agent summary report
Customer summary report
![]() | Note |
The report fetches 2000 records at one time. If you want to refine the search, use the search criteria on Home page. Use Refresh button to view the changes done during the session. |
Field | Description |
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State |
Use to search the records based on the state. The states can be:
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Start Date | Use to search the records based on the start date and time of the session. The date and time format is as per the ISO8601 format. For example, 2015-04-19T12:59:23Z |
End Date | Use to search the records based on the end date and time of the session. The date and time format is as per the ISO8601 format. For example, 2015-04-19T12:59:23Z |
Agent Name | Use to search the records based on a specific agent. For example, you can filter records for agent named “ABC”. The system displays all reports where the name is equal to “ABC” or contains “ABC”. |
Customer Name | Use to search the records based on a specific customer. For example, you can filter records for agent named “XYZ”. The system displays all reports where the name is equal to “XYZ” or contains “XYZ”. |
Submit | Use to generate the report based on the filters you select. |
For all reports, you can filter the records. You can enable the filtering of the records. If you select more than one fields to filter the records, the condition is AND. For example, if you filter records based on agent name and session status, the system displays only those records that match both the filter criteria. You can use asterisk (“*”) to filter records using fuzz-match. For example, if you specify “*us*” in the Intitiated By field, then the system displays all records that contain “us”.
You can sort each column or hide a column in the report. If you sort the report on more than one columns, then the condition is AND. For example if you sort the first name as ascending and last name as descending, then the system first sorts the first name as ascending and then last name as descending.
Field | Description | ||||||||
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Session Key |
Displays the unique key used to identify a session. The session
key is system generated.
You can click the session key to view all information related to
the specific session:
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Customer Name | Displays the name of the customer who initiated a session or joined a session. | ||||||||
Agent Name | Displays the name of the agent who initiated a session or joined a session. | ||||||||
Session Status | Displays the status of the session whether it is closed, idle, waiting for customer, waiting for agent, or in progress. | ||||||||
Duration | Displays the duration of the session in seconds, that is, the time between the start of the session and stop of the session. | ||||||||
Start | Displays the timestamp when the session started. | ||||||||
Stop | Displays the timestamp when the session ended. | ||||||||
Initiated By | Displays whether the session is started by an agent or customer. | ||||||||
Ended By | Displays whether the session is ended by an agent or customer. | ||||||||
Events |
Displays all the events for the session. You can view all the events
performed by the agent and customer for the duration of the session.
The events details are:
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Use to hide columns in the report. The columns with a check mark
are displayed in the report. You can also export the report columns.
You can export the columns as:
You can export only selected rows from the report in a csv or pdf file. If you select specific rows, the system displays two additional options for export:
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Field | Description | ||||||||
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Agent Name | Displays the name of the agent who initiated a session. | ||||||||
Session Key | Displays the unique key used to identify a session. The session key is system generated. | ||||||||
Customer Name | Displays the name of the customer who initiated a session or joined a session. | ||||||||
Session Status | Displays the status of the session whether it is closed, idle, waiting for customer, or in progress. | ||||||||
Agent Device |
Displays the device the agent used to initiate the session.
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Duration | Displays the duration of the session in seconds, that is, the time between the start of the session and stop of the session. | ||||||||
Start | Displays the timestamp when the session started. | ||||||||
Stop | Displays the timestamp when the session ended. | ||||||||
Agent Last Activity Time | Displays the timestamp when the agent performed the last activity. | ||||||||
Initiated By | Displays whether the session is started by an agent or customer. | ||||||||
Ended By | Displays whether the session is ended by an agent or customer. | ||||||||
![]() |
Use to hide columns in the report. The columns with a check mark
are displayed in the report. You can also export the report columns.
You can export the columns as:
You can export only selected rows from the report in a csv or pdf file. If you select specific rows, the system displays two additional options for export:
|
Field | Description | ||||||||
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Customer Name | Displays the name of the customer who initiated a session. | ||||||||
Session Key | Displays the unique key used to identify a session. The session key is system generated. | ||||||||
Agent Name | Displays the name of the agent who initiated a session or joined a session. | ||||||||
Session Status | Displays the status of the session whether it is closed, idle, waiting for customer, or in progress. | ||||||||
Customer Device |
Displays the device the customer used to initiate the session.
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Duration | Displays the duration of the session in seconds, that is, the time between the start of the session and stop of the session. | ||||||||
Start | Displays the timestamp when the session started. | ||||||||
Stop | Displays the timestamp when the session ended. | ||||||||
Customer Last Activity Time | Displays the timestamp when the customer performed the last activity. | ||||||||
Initiated By | Displays whether the session is started by an agent or customer. | ||||||||
Ended By | Displays whether the session is ended by an agent or customer. | ||||||||
![]() |
Use to hide columns in the report. The columns with a check mark
are displayed in the report. You can also export the report columns.
You can export the columns as:
You can export only selected rows from the report in a csv or pdf file. If you select specific rows, the system displays two additional options for export:
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