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 use the filter icon () to select specific parameters.
You can watch both ongoing and completed sessions. To switch between them, use the “History” and “Live” buttons on the top bar.
To view the details of the session click on the row and a new panel opens to the right, where you can switch between:
- general information,
- transcripts of individual messages,
- you can edit your session notes, or read the notes of other operators,
- Routing shows the routing state,
- the last tab Recordings is displayed only if you have this feature active.
For better orientation in the sessions table you can use the searching in the contents 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 document.
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 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 fulltext 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, feed, page URL, or specific operator or chatbot.
The administrator is able to redirect ongoing sessions (accepted or not) to a specific operator or operator group if necessary.
If necessary, you can use the button in the upper right corner to ban the customer.
Tip 1: When you point your mouse at any detail, the icon is displayed (). Click on the mouse to copy it immediately.
Tip 2: To delete all selected filters at once, it is enough to touch the icon ().
Tip 3: 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 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).