Multichannel Session Detail

Provides the details of the Multiple channel sessions in a conversation.

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 which is associated with this session. This is the channel name as defined in the Unified Admin while defining channel settings; such as sales-inquiries, and complaint-desk for WhatsApp Channel type.

Channel Type

This is the channel type of the channel which is associated with this channel session. For instance,  WhatsApp, and 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 could be one of the following: 

• AGENT - the human agent ended the channel session. This is valid in 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 ended the session. This happens in case when the web chat widget is closed by the customer.

• INACTIVITY - the channel session was closed 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 the 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.