Multichannel Session Detail

Conversation ID

This is the ID of the conversation to which this channel session belongs. 

Total Duration

The total duration of all channel sessions within the conversation associated with the channel sessions.

Channel Session ID

This is the unique identifier of this channel session.

Channel Name

It determines the channel associated with this session. This is the channel name as defined in the Unified Admin when defining channel settings, such as sales inquiries and complaint desks for WhatsApp Channel type.

Channel Type

This is the channel type associated with this channel session, such as WhatsApp or Facebook.

Start Time

This determines the start time of the channel session.

End Time

This determines the end time of the channel session.

Disposition

Disposition of this channel session. It can be one of the following: 

• AGENT - the human agent ends the channel session. This is valid in the case of Pull-based requests when agents (or authorized users) go to a Subscribed List (Pull mode lists) and close a conversation from the List by clicking the "End" button.

• CUSTOMER: the customer ends the session. This happens when the customer closes the web chat widget.

• INACTIVITY - the channel session ends because the customer became inactive, as per the customer inactivity timeout defined by the admin in the channel configurations.

• NETWORK - When the channel session is disconnected due to network errors on the customer side.

• FORCE_CLOSED - When an agent closes the browser tab while the task is active, the task will be closed after a certain time (usually 1 minute) if the agent doesn't return.

Duration

This determines the duration of the channel session, i.e. end time - start time of the channel session.