Help Center

What information can be analyzed in the Sessions module?

What is a session?

A chat session is every action generated between the user and the bot that has a beginning and an end. The session begins when the user has the first interaction with the virtual agent and ends once it is transferred to another support channel. The session may also be finalized by the user by clicking on the X in the chat window, or else it will expire automatically after five minutes of inactivity.

What session indicators can I see?

Once the desired analysis filters are selected (see Filters article) the tool will display various indicators.

The sessions box shows the total number of sessions generated in the period under analysis. It also shows the comparison with the same previous period as a percentage. If positive, the percentage is shown in green color. If negative, it will be shown in red.

The average time box indicates the average duration of each session, as well as the difference compared to the same previous period. 

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