Last updated on Apr 7
11 min read
Session Report
The Session Segment Report provides an overview of your team or users' performance in relation to conversations. It includes over 27 different metrics and 10+ reports, which can help you gain valuable insights and streamline your process. By visualizing your agents' performance, you can identify areas for improvement and optimize your team's overall efficiency.
Reports Available In The Session Segment
- Direct Calls
- Flow Calls
- Flow Chats
- Inflow - Agent
- Inflow - Date
- Inflow - Skill
- Inflow - Team
- Outflow - Agent
- Outflow - Data
- Playbooks
- Queue Calls
- Sentiment Calls
- Sentiment Chats
- Team Calls
- Team Chats
Now let’s look at each report individually and what information you can gather from them.
Direct Calls
The Direct Calls report provides data on all inbound calls that are directly routed to your agents. This report includes several parameters, such as:
| Parameters | Description |
|---|---|
| Date | The date and time the activity was recorded |
| Caller | The person who calls. |
| Callee | The person who receives the call. |
| Status | Whether the call was answered, abandoned, failed, missed, or transferred |
| Duration | The total duration of the call |
| Agent | Displays the name of the agent |
Note: The exported version of the report has extra parameters such as the Date, Ended At, Wrap Up Duration(ACW), Agent ID, UUID, Session ID, and Termination Cause.
Flow Calls
The report gives data on all the calls that were redirected/directed to a flow. The Flow Calls report includes the following parameters:
| Parameters | Description |
|---|---|
| Date | The date and time the activity was recorded |
| Caller | The person who calls. |
| Callee | The person who receives the call. |
| Direction | Displays the call direction, can be inbound or outbound |
| Duration | The total duration of the call |
| Flow Name | The name of the flow that the call was redirected/directed to |
Note: The exported version of the report has an extra parameter Session ID. The report can be filtered based on flow and duration.
Flow Chats
The report gives data on all the chats that were redirected/directed to a flow. The Flow Chats report includes the following parameters:
| Parameters | Description |
|---|---|
| Date | The date and time the activity was recorded |
| Customer Info | Visitor's name, email, and phone. This only gets captured if the data is taken and stored in the Slot Node while in the chat |
| Rating | The feedback values collected are taken post the chat completion. This only gets captured if it is enabled from Webchat Settings |
| Duration | The total duration of the call |
| Flow Name | The name of the flow that the call was redirected/directed to |
Note: The exported version of the report has an extra parameter session ID and feedback. The report can be filtered based on caller, callee, direction, duration, and flow.
Inflow - Agent
The report gives data on all Incoming calls handled by each individual agent. The Inflow Agent report includes the following parameters:
| Parameters | Description |
|---|---|
| Answered | The inbound calls answered by an agent |
| Missed | The inbound calls missed by an agent |
| Transferred | The inbound calls transferred by an Agent |
| AHT (Average Handling Time) | Displays average amount of time agents spent handling interactions |
| ASA | ASA (Average Speed of Answer) is a key performance metric used in contact centers to measure the average time it takes for a customer's call to be answered by a live agent, and it is an important indicator of customer service quality |
| ACD (Average Call Duration) | Average Call Duration (ACD) is a contact center metric that measures the average length of time agents spend on calls with customers |
| ACW (After Call Work Duration | Displays average amount of time agents spent completing after-call work |
| Avg. Hold | The average time the calls were placed on hold |
Note: The report can be filtered using team and agent.
Inflow Date
The report gives statistics of incoming calls handled on each date. The Inflow Date report includes the following parameters:
| Parameters | Description |
|---|---|
| Date | The date as to when the activity was recorded. |
| Answered | Displays the number of incoming calls answered. |
| Abandoned | Calls that were dropped/Not Answered by the users. |
| ASA | Average Speed of Answer is the average time it takes for a call center agent to answer a call after it has been queued. This metric is calculated by adding up the total time each caller waits in the queue before an agent answers and dividing it by the total number of calls answered. |
| Avg. Wait | Refers to the amount of time a caller spends waiting in the queue before their call is answered by a live agent. This metric is calculated by adding up the total time each caller spends waiting in the queue and dividing it by the number of callers. |
| Avg. Abandoned Wait | Displays the average amount of time before a customer disconnects in a queue before connecting with an agent |
| AHT (Average Handling Time) | Displays average amount of time agents spent handling interactions |
| ACD (Average Call Duration) | Average Call Duration (ACD) is a contact center metric that measures the average length of time agents spend on calls with customers. |
| ACW (After Call Work Duration) | Displays average amount of time agents spent completing after-call work. |
| Service Level | Percentage of calls answered within a defined period |
Note: The report can be filtered using team and agent
Inflow - Skill
The report gives statistics of incoming calls according to skillset. The Inflow Skill report includes the following parameters:
| Parameters | Description |
|---|---|
| Skill | Displays the list of skills |
| Answered | Displays the number of incoming calls answered. |
| Abandoned | Calls that were dropped/Not Answered by the users. |
| ASA | Average Speed of Answer is the average time it takes for a call center agent to answer a call after it has been queued. This metric is calculated by adding up the total time each caller waits in the queue before an agent answers and dividing it by the total number of calls answered. |
| Avg. Wait | Refers to the amount of time a caller spends waiting in the queue before their call is answered by a live agent. This metric is calculated by adding up the total time each caller spends waiting in the queue and dividing it by the number of callers. |
| Avg. Abandoned Wait | Displays the average amount of time before a customer disconnects in a queue before connecting with an agent |
| AHT (Average Handling Time) | Displays average amount of time agents spent handling interactions |
| ACD (Average Call Duration) | Average Call Duration (ACD) is a contact center metric that measures the average length of time agents spend on calls with customers. |
| ACW (After Call Work Duration) | Displays average amount of time agents spent completing after-call work. |
| Service Level | Percentage of calls answered within a defined period |
Note: The report can be filtered using team and agent
Inflow - Team
The report gives statistics of incoming calls handled by each team. The Inflow Team report includes the following parameters:
| Parameters | Description |
|---|---|
| Team | Displays the list of teams |
| Answered | Displays the number of incoming calls answered. |
| Abandoned | Calls that were dropped/Not Answered by the users. |
| ASA | Average Speed of Answer is the average time it takes for a call center agent to answer a call after it has been queued. This metric is calculated by adding up the total time each caller waits in the queue before an agent answers and dividing it by the total number of calls answered. |
| Avg. Wait | Refers to the amount of time a caller spends waiting in the queue before their call is answered by a live agent. This metric is calculated by adding up the total time each caller spends waiting in the queue and dividing it by the number of callers. |
| Avg. Abandoned Wait | Displays the average amount of time before a customer disconnects in a queue before connecting with an agent |
| AHT (Average Handling Time) | Displays average amount of time agents spent handling interactions |
| ACD (Average Call Duration) | Average Call Duration (ACD) is a contact center metric that measures the average length of time agents spend on calls with customers. |
| ACW (After Call Work Duration) | Displays average amount of time agents spent completing after-call work. |
| Service Level | Percentage of calls answered within a defined period |
Note: The report can be filtered using team and agent
Outflow - Agent
The report gives data on outgoing calls handled by each individual agent. The outflow agent report includes the following parameters:
| Parameters | Description |
|---|---|
| Called | The total number of outbound calls made by an agent |
| Connected | The total number of outbound calls that were answered by the customers |
| AHT (Average Handling Time) | Displays average amount of time agents spent handling interactions |
| ACD (Average Call Duration) | Average Call Duration (ACD) is a contact center metric that measures the average length of time agents spend on calls with customers |
| ACW (After Call Work Duration) | Displays average amount of time agents spent completing after-call work. |
| Avg. Hold | The average time the calls were placed on hold |
Note: The exported version of the report has an extra parameter time. The report can be exported based on team, agent, playbook name, and data source
Outflow - Date
The report gives data on outgoing calls by date. The outflow date report includes the following parameters:
| Parameters | Description |
|---|---|
| Date | The date the activity was recorded |
| Called | The total number of outbound calls made by an agent |
| Connected | The total number of outbound calls that were answered by the customers |
| AHT (Average Handling Time) | Displays average amount of time agents spent handling interactions |
| ACD (Average Call Duration) | Average Call Duration (ACD) is a contact center metric that measures the average length of time agents spend on calls with customers |
| ACW (After Call Work Duration) | Displays average amount of time agents spent completing after-call work. |
| Avg. Hold | The average time the calls were placed on hold |
| Failed. | The total number of calls which did not connect |
Note: The report can be filtered based on team, agent, playbook name, and data source.
Playbooks
The report gives data of outbound calls placed for specific playbooks. The Playbooks report includes the following parameters:
| Parameters | Description |
|---|---|
| Caller | The person who calls |
| Callee | The person who receives the call |
| Status | Whether the call was answered or failed |
| Playbook Name | Displays the list of Playbooks |
| Duration | Represents total duration of call |
| Team | Displays the name of the team associated with the playbook |
| Agent | Displays the name of the agent |
| Conversation Tags | Shows conversation tags selected during that call |
Queue Analysis
The report gives statistics on the customers that were sent to the queue. The Queue Analysis includes the following parameters:
| Parameters | Description |
|---|---|
| Date | The date the activity was recorded |
| Caller | The person who calls |
| Team Name | The team that the calls were sent to. |
| Status | It states if the call was transferred or abandoned |
| Queue Wait | The total wait duration for the customers while they were in the queue |
| Skills | Displays the skill used if any |
Note: The exported version of the report has an extra parameter ended at. The report can be filtered based on caller, status, team, queue wait duration, and skill.
Team Calls
The report gives statistics on the calls that were made/received by the team. The team calls includes the following parameters:
| Parameters | Description |
|---|---|
| Date | The date when the activity was recorded |
| Direction | This field specifies whether the call was “inbound” or “outbound” |
| Caller | The person who makes the calls |
| Callee | The person who receives the calls |
| Status | Whether the call was answered, failed, or missed. |
| Duration | The total duration of the call |
| Team | This field specifies the team of the agent |
| Agent Name | The name of the agent that has made/received the calls |
| Tags | The dispositions that were selected by the agent. |
Note: The exported version of the report has extra parameters ended At, wrapup duration, agent Id, UUID, session ID, notes, termination cause, rating, and feedback. The report can be filtered based on direction, caller, callee, status, team, duration, agent, and conversation tag.
Team Chats
The report gives data on the total number of chats handled by a team. The Team Chats includes the following parameters:
| Parameters | Description |
|---|---|
| Agent Name | The name of the agent that has received the chat |
| Customer Information | Displays the name, email address and phone number of the customer |
| Rating | Displays how satisfied the customer was with the service |
| Wait Duration | The time the customer was on hold before a team/agent answered the chat. |
| Duration | The total duration of the call |
| Team | This field specifies the team of the agent |
| Status | Whether the chat was answered, abandoned, failed, missed, or transferred |
| Tags | The dispositions that were selected by the agent. |
Note: The exported version of the report has an extra parameter Ended At, system Id, session ID, notes, termination cause, and feedback. The report can be filtered based on direction, queue wait duration, status, team, agent, and conversation tag.