Session Key

A unique system-generated key to identify a session.

You can click the session key to view information related to a specific session as follows:

• Action By: Displays whether the agent or the customer performed an action.

• Action: Displays all actions that the agent or the customer performs.

• Timestamp: Displays the timestamp when the agent or the customer performed an action.

Customer Name

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

Agent Name

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

Session Status

The session status that indicates whether it is idle, waiting for customer, waiting for agent, closed, or in progress.

Duration

The duration between the start and end of the session, in seconds.

Start

The timestamp for the start of the session.

Stop

The timestamp for the end of the session.

Initiated By

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

Ended By

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

Events

The events for the session. You can view all events that the agent performed during the session. The events details are the following:

• Event type: The type of activity performed. For example, if you enter a value in a field, the event type is text.

• Event name: The actual activity performed. For example, if you enter a value in a field, the event name is keyup.

• Element ID: The field that was changed. For example, if you enter a value in the first name field, the element ID is first_name.

• Element value: The actual value entered in the field. For example, if you enter a value in the first name field, such as Joe, the element value is Joe.

• CSS Selector: The CSS selector specified or the element ancestors.

• Event By: Displays whether the agent or the customer performed the activity. For example, if the agent entered a value in a field, the event is by the agent.

• Timestamp: Displays the time when the activity is performed in hh:mm:ss. For example, 15:00:30.

The button to hide columns in the report. The report displays the columns with a check mark.

You can also export the report columns using the following options:

• Export all data as csv: Exports all the columns in a CSV file.

• Export visible fields as csv: Exports only the visible columns in a CSV file. If you hide certain columns, the file does not export the hidden columns.

• Export visible data as pdf: Exports only the visible columns in a pdf file. If you hide certain columns, the system does not export the hidden columns.

• 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.