# Sessions

In this section you will find all sessions of the operator with the customer and their details. You can manage the session table by using the icon **for settings** in the top-right corner. Here you can choose individual columns and select specific parameters.

{% hint style="info" %}
*You can watch both ended and ongoing sessions. To switch between them, use the **History** and **Live** buttons on the top bar.*
{% endhint %}

To view **the session detail** click on the row and a new panel opens to the right, where you can switch among the following tabs:

* **session transcript**
* **general information**,
* **parameters**,
* **session notes** (own or made by other operators),
* **Routing** shows the routing sequence and state,
* the **Recordings tab** is displayed only if you have the **Recording feature** (Audio/Video, Phone) active.

{% hint style="success" %}
*For live sessions, the routing tab can be used by the administrator to manually re-route the session to a specific operator or group of operators. This is useful in case of an emergency, or when the administrator decides that the live session belongs to a more competent operator.*
{% endhint %}

### Filtering

In your daily work, you will need to filter all sessions that occurred within a certain time frame, were handled by a specific operator, ended due to a client disconnection or a parameter you defined appeared in the session. You can use the available columns in the session table to do this.

{% hint style="success" %}
*Click on the filter icon in the column header to display the available values or fields for selecting the time.*

*Initially, only the basic columns are shown in the table, i.e. many others remain hidden. Clicking on the Columns button will display a complete list from which you can select what you need.*

*You can download **filtered lists of sessions** using the “Export CSV” button, which you can easily open in Excel or OpenOffice.*
{% endhint %}

{% hint style="info" %}
*If you want to open a generated .csv file in MS Excel there exists a known restriction related to the maximum number of 32000 characters in a single cell. Other SW programs can behave in different ways (e.g. they can shorten and even omit some characters).*
{% endhint %}

### Search

For better orientation in the sessions table, you can use the search in the content of individual sessions. In the *Search in Content* box, type the word or the root word you're looking for. You can then export the filtered results to **CSV or HTML** and then work with the downloaded file outside the app.

{% hint style="success" %}
*Exporting a session to HTML is especially **useful when you need to provide exported data to analyze content to a person who does not have access to the mluvii.***
{% endhint %}

Even in the case of HTML export, it is possible to choose exported columns. Within exported sessions, it is possible to **find not only individual messages but also sent files and system messages.** Also, you can use full-text search for easier work with export.

{% hint style="info" %}
*The sessions can be searched according to various criteria you choose. For example, you can filter in columns by session ID, channel, page URL, or specific **operator** or **chatbot**.*
{% endhint %}

### Client Redirect

{% hint style="success" %}
*The administrator can redirect **ongoing sessions (accepted or not)** to a specific operator or operator group if necessary. Every time, an operator is provided with information about operator/group availability.*
{% endhint %}

### Reconnect a session with a client

The operator can resume a session that was being conducted via Facebook Messenger, WhatsApp, Apple Messages for Business, or VKontakte and has already been terminated. This allows you to **reply to the client after a long time, for example, with a solution to their request.**

{% hint style="info" %}
*By clicking on the **Contact client** button in the session detail, **you simply call up the new session from the Sessions table**. For more information on how to resume a session, please visit the **individual communication channel page**.*
{% endhint %}

### Session recording

A recording is available for Audio/Video sessions (sessions from WebChat widget or Invitation). In addition to audio/video recording by the client and operator, any screen/file sharing is also recorded).

Recording can also be used in the case of [IP telephony](/en/for-operators/client-interaction/ip-telephony.md).

{% hint style="danger" %}
*This is a generally available feature. You need to ask for it if you are interested.* 
{% endhint %}

### User ban

If necessary, you can use the button in the upper right corner to **ban** the customer.


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