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.

You can watch both ended and ongoing sessions. To switch between them, use the History and Live buttons on the top bar.

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.

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.

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.

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.

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).

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.

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.

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.

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.

Client Redirect

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.

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.

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.

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.

This is a generally available feature. You need to ask for it if you are interested.

User ban

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