Session Record Data

Access the feature

1. Log on to the Cloud Contact Center console. In the left navigation pane, choose Instances-V2 and click the endpoint of a specific instance to open its console.

2. Click the menu button in the upper-right corner of the page and select Web Business to enter the Web Business console. In the left navigation pane, select Session Records.

Filters

Use the following filters to narrow down session records:

• Time: Choose a time range for session records—today, yesterday, 7 days, or 30 days.

• Start and end dates: If you select a custom date range, specify exact start and end dates.

Session records

After a session ends, you can view its record and related information here.

• Visitor ID: For web channels, this ID is passed during deployment. Otherwise, the system generates it. It uniquely identifies each visitor.

• Agent: The customer service representative who handled the session.

• Skill group: The skill group of the agent who handled the session.

• Session duration: How long the session lasted.

• End time: When the session ended.

• Ended by:

  • Agent: Appears when an agent clicks End Session in their workspace.

  • Visitor: Appears when a visitor clicks End Session on their channel interface.

  • System: Appears when the session ends automatically after reaching the configured idle timeout.

• Pickup status:

  • Picked up: An agent accepted the session and started a conversation.

  • Not picked up: No agent accepted the session.

• End reason:

  • Agent ended: The agent actively ended the session.

  • Visitor ended: The visitor actively ended the session.

  • No agent response: The session ended due to prolonged agent inactivity.

  • No visitor response: The session ended due to prolonged visitor inactivity.

  • Queue timeout: The session ended because the visitor waited longer than the configured queue timeout.

• Transfer count: How many times the session was transferred.

• Queue duration: How long the session waited in queue.

• Channel name: The name configured during Web Business deployment.

• Channel type: The type of channel used for the session.

• Total message count: The combined number of messages sent by both the agent and the customer.

• Customer emotion anomaly check: Detects the customer’s emotional state during the conversation.

• Customer satisfaction detection: Assesses customer satisfaction during the conversation.

• Completion rate: Indicates whether the customer’s request was resolved after the conversation.

• Satisfaction survey sent: Shows whether a satisfaction survey was sent after the conversation.

• Satisfaction score: The rating provided by the customer after receiving the satisfaction survey.

• Tags: Custom labels added by the agent during the conversation.

Advanced search

Use advanced search to find session records based on specific criteria. Click Advanced Search and apply any of the following conditions:

• Session ID: Search for a specific session using its unique identifier.

• Agent: Search for sessions associated with a specific agent by name.

• Extension number: Search for sessions linked to a specific agent extension.

• Employee ID: Search for sessions associated with a specific agent employee ID.

• Skill group: Search for sessions handled by a specific skill group.

• Session content: Search for sessions containing specific text in the conversation.

• Visitor ID: Search for sessions by visitor ID.

• Channel name: Search for sessions associated with a specific channel name.

• Channel type: Filter session records by channel type.

Download session records

1. In the session records interface, click the Download button in the upper-right corner.

   The Download Report dialog box appears. Enter the image Captcha and click Confirm to start the download.

2. Enter the Captcha and click Confirm. A notification appears.

3. Click the Download button at the top of the page, locate your download task in the list, and click again to download the file locally.

   A green banner at the top of the page shows “Data is being generated. Go to Download Tasks to download.” In the download tasks panel in the upper-right corner, a status of Processing means the report is still generating. A status of Not Downloaded means the file is ready—click to download. Each task displays its time-to-live (TTL).

Session record details

Click Details in the Actions column of a session record to open its detail view.

The session details interface shows the session timeline, chat window, and session information to help track and understand the session’s progress and content.

The displayed content appears as follows:

• Session timeline: A chronological log of key events during the session. It displays conversation content, actions taken, and system operations between the customer and agent.

• Chat window: Displays the conversation between the agent and customer.

• Session information: Shows basic session metadata, including session ID, start and end times, customer ID and name, channel type and name, assigned agent, session title, session summary, tags, custom fields, and intelligent analysis results.

  • You can configure custom fields in Session Information Management.

  • Whether the session title and summary are recorded depends on whether the agent processed them.

  • Intelligent analysis evaluates the conversation across four dimensions: emotion analysis, customer satisfaction detection, completion assessment, and post-call actions. This helps supervisors review outcomes and train agents.

Session ID

Click the Session ID in the Actions column of the session records list to copy the session ID for any record.