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 Recording feature (Audio/Video, Phone) active.

Search

For better orientation in the sessions table you can use the searching 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 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, page URL, or specific operator or chatbot.

Client Redirect

The administrator is able to redirect ongoing sessions (accepted or not) to a specific operator or operator group if necessary. Everytime, an operator is provided with the 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

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 switchable feature.

User ban

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

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).