Channel Session Detail

Report Summary	Provides the details of each individual channel session in a conversation

For instance, if there are two channel sessions from two different channels (e.g. webchat and WhatsApp) under one customer conversation, you can see details of each channel session in this report.

See Conversation and Channel-related terms to know more about a conversation and a channel session.

See Reporting Database Schema -> Channel_Session table for more details.

Report Columns

Fields	Description
Channel Session ID	This is the unique identifier of this channel session.
Conversation ID	This is the ID of the conversation to which this channel session belongs.
Channel Type	This is the channel type of the channel which is associated with this channel session. For instance, WhatsApp, and Facebook.
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, complaint-desk for `WhatsApp` Channel type.
Channel Session Data	Provides the Data of this channel session. It provides information on the following: Device - the device that is being used for this channel session such as IOS, Android, or Desktop Browser Type - the browser used in this channel session such as Chrome, Firefox, or Edge Country - the country where this channel session is created Language - the language in which this channel session is occurred
Start Time	This determines the start time of the channel session
Duration	This determines the total duration of the channel session, i.e. end time - start time of the channel session.
End Time	This determines the end time of the channel session
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.

Report Filters

Select Date/time - allows filtering channel sessions falling under a particular date/time range
Channel Type - allows to filter the channel sessions of a particular channel type
Channel Name - Specify the name of the channel to filter channel session details of the mentioned channel
Conversation ID - Specify the ID of the conversation to load all channel sessions of the specified conversation