Session Report

The Session Report page provides operators with advanced search and filtering capabilities for effective analysis of past conversations. This feature allows you to find specific chats based on various criteria.

Advanced Filtering Operators can refine their search results using multiple filters, such as:

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

• Users (Operator) – Filter conversations based on the participating operator.

• Visitors – Search sessions related to specific visitors.

• IP Address – Find sessions based on visitors’ IP addresses.

• Departments – Filter sessions by department.

• Channel – Filter by the communication channel used.

• Duration – Search based on session duration.

• Tags – Sessions associated with specific tags.

• Status – Filter by session status.

• Ended By – Determine who ended the conversation (operator or visitor).

Click the "Add Filter" button to filter conversations based on specific criteria.

Customizable Table View

Operators can personally customize the table using the Columns button, which allows enabling the following fields:

• Users – Shows which operator is handling the conversation.

• Status – Reflects the current status of the conversation.

• Phone – Includes the client’s phone number.

• Email – Displays the email address associated with the conversation.

• Conversation ID – Lists the unique identifier of each conversation.

• Visitor – Shows the visitor involved in the conversation.

• IP Address – Displays the visitor’s IP address.

• Department – Indicates the department managing the conversation.

• Channel – Shows the communication channel used.

• Channel Line – Reflects the specific line within the selected channel.

• Queue Time – Displays the time the visitor spent in the queue.

• Talk Time – Shows the actual duration of the conversation.

• Total Time – Represents the total interaction time.

• Tags – Displays tags used for classification.

• Started – Shows when the conversation started.

• Ended – Indicates when the conversation ended.

• Ended By – Shows who ended the conversation – the operator or the visitor.

Date Filtering

Use the Calendar function to select a specific date range. Set the start and end dates with exact times to narrow down the displayed chats.

Using the Conversation Reports feature, operators can effectively manage and analyze user interactions, ensuring better service and operational improvements.