Sessions Reporting for Conversational AI on Digital Channels
Updated
You can view reports on conversational AI session counts where a session is defined as all the messages within a 24-hour window in one conversation, counted as a single session. The next session begins from the first message received after the 24-hour window of the previous session is completed.
To plot session reporting for WhatsApp as a channel, see Session & Pricing Reporting for WhatsApp.
Enablement Note To learn more about getting this capability enabled in your environment, please work with your Success Manager. |
Create a Reporting Widget
Create a reporting widget and select the Data Source as Social Analytics.
Metrics and Definitions
Plot the following metrics and dimensions.
Metric/Dimension | Description |
Account | View the number of sessions corresponding to conversations related to a specific account. |
Brand Message Count | The total count of messages, encompassing those handled by both the conversational AI application and human agents in the sessions. |
Bot Message Count | The total count of messages solely handled by the conversational AI application in the sessions. |
Agent Message Count | The total count of messages handled exclusively by human agents in the sessions. |
Session Count | The overall count of sessions in the specified time range. |
Session Start Time | The timestamp indicating when each session begins. |
Session Handled By | Bot: All messages in the session are managed solely by the conversational AI application. Bot + Agent: Some messages in the session are handled by the conversational AI application, and some by Agents. |
Points to Remember
Any filters based on case level custom fields consider the first case in the sequence.
Session reporting includes
Only Bot
Bot + Agent
Only Agent (not included)
Session reporting considers data only after the feature enablement. Any sessions occurring prior to this are not included in the reporting metrics.
There is a reporting lag of 30 minutes in the metrics. This means that the data displayed in the reports reflects a 30-minute delay from real-time activity.