# Reports

You can generate and view three types of reports:

- 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.

You can generate all reports based on the following search criteria on the respective home page:

Field | Description
--- | ---
State | Use to search the records based on the state. The states can be: All: Displays all the open and the closed sessions. Open: Displays all the open and active sessions. Close: Displays all the closed sessions. For example , you can search records for all open sessions.
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.

## Session Summary report

The report gives information about all sessions initiated by a customer and an agent. The following table lists all the columns:

Field | Description
--- | ---
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: Action By: Displays whether the action was performed by the agent or the customer. Action: Displays all actions performed by either the agent or the customer. Timestamp: Displays the timestamp when the action was performed by the agent or the customer.
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: Event type: Displays the type of activity performed. For example, if you enter a value in a field, the event type is text. Event name: Displays the actual activity performed. For example, if you enter a value in a field, the event name is keyup. Element ID: Displays the field which was changed. For example if you enter a value in the first name field, the element ID is first_name. Element value: Displays the actual value entered in the field. For example if you enter a value in the first name field as Joe, the element value is Joe. CSS Selector: Displays either the CSS selector specified or the element ancestors. Event By: Displays whether the activity was performed by an agent or customer. For example if the customer entered a value in a field, the event by is Agent. Timestamp: Displays the time when the activity is performed. For example 15:00:30.
- | 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: Export all fields as csv: The system exports all the columns in a csv file. Export visible fields as csv: The system exports only the visible columns in a .csv file. If you hide certain columns, the system does not export the hidden columns. Export all fields as pdf: The system exports all the columns in a pdf file. Export visible fields as pdf: The system exports only the visible columns in a .pdf file. If you hide certain columns, the system does not export the hidden columns.
  | Note
  | If the number of records you want to export as all fields or current fields exceeds 800, use the export as .csv option.
- 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: Export visible fields as pdf: The system exports only the selected rows in a .pdf file. If you hide certain columns, the system does not export the hidden columns. Export selected fields as pdf: The system exports only the selected rows in a pdf file.
  | Note
  | If the number of records you want to export as all fields or current fields exceeds 800, use the export as .csv option.

## Agent Summary report

The report gives information about all sessions initiated an by agent. The following table lists all the columns:

Field | Description
--- | ---
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.
| Note
| If the agent device is running Internet Explorer 10 in compatibility view, then the system displays the agent device as Internet Explorer 7.0.
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: Export all fields as csv: The system exports all the columns in a csv file. Export current fields as csv: The system exports only the visible columns in a .csv file. If you hide certain columns, the system does not export the hidden columns. Export all fields as pdf: The system exports all the columns in a pdf file. Export current fields as pdf: The system exports only the visible columns in a .pdf file. If you hide certain columns, the system does not export the hidden columns.
  | Note
  | Using Chrome, if the number of records you want to export as all fields or current fields exceeds 800, use the export as .csv option.
- 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: Export selected fields as csv: The system exports only the selected rows in a .csv file. If you hide certain columns, the system does not export the hidden columns. Export selected fields as pdf: The system exports only the selected rows in a pdf file.
  | Note
  | Using Chrome, if the number of records you want to export as all fields or current fields exceeds 800, use the export as .csv option.

## Customer Summary report

The report gives information about all sessions initiated by a customer. The following table lists all the columns:

Field | Description
--- | ---
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.
| Note
| If the customer device is running Internet Explorer 10 in compatibility view, then the system displays the customer device as Internet Explorer 7.0.
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: Export all fields as csv: The system exports all the columns in a csv file. Export current fields as csv: The system exports only the visible columns in a .csv file. If you hide certain columns, the system does not export the hidden columns. Export all fields as pdf: The system exports all the columns in a pdf file. Export current fields as pdf: The system exports only the visible columns in a .pdf file. If you hide certain columns, the system does not export the hidden columns.
  | Note
  | Using Chrome, if the number of records you want to export as all fields or current fields exceeds 800, use the export as .csv option.
- 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: Export selected fields as csv: The system exports only the selected rows in a .csv file. If you hide certain columns, the system does not export the hidden columns. Export selected fields as pdf: The system exports only the selected rows in a pdf file.
  | Note
  | Using Chrome, if the number of records you want to export as all fields or current fields exceeds 800, use the export as .csv option.