Agent Name

The name of the agent who initiated a session.

Session Key

The unique system-generated key used to identify a session.

Customer Name

The name of the customer who initiated a session or joined a session.

Session Status

The status of the session whether it is closed, idle, waiting for customer, or in progress.

Agent Device

The device that the agent used to initiate the session.

Duration

The duration of the session from the start to the end of the session in seconds.

Start

The timestamp when the session started.

Stop

The timestamp when the session ended.

Agent Last Activity Time

The timestamp when the agent performed the last activity.

Initiated By

The information whether the customer or the agent initiated the session.

Ended By

The information whether the customer or the agent ended the session.

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 by using the following options:

• Export all data as csv: The report exports all the columns in a csv file.

• Export current data as csv: The report exports only the visible columns in a csv file. If you hide certain columns, the report does not display the hidden columns in the file.

• Export current data as pdf: The system exports only the visible columns in a pdf file. If you hide certain columns, the report does not display the hidden columns in the file.

You can export only selected rows from the report in a csv. If you select specific rows, the report displays one additional options for export:

• Export selected data as csv: The report exports only the selected rows in a csv file. If you hide certain columns, the report does not export the hidden columns.