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Session Analytics provides an understanding of session usage patterns by the bots. With Session Usage reports ,you can:
Dig deeper into every bot session with your customers and understand how exactly you are charged for it
Effectively monitor how each of your bots is performing across various channels
Reduce your Admin’s effort to manually keep track of the number of sessions consumed periodically.
Gain insights on the historical consumption of your bot to create or edit your existing bot flows
Easily analyze the tickets associated with every logged session and know the trend of your customer issues.
How can you access the session usage report?
You can either navigate to Admin > Billing > Session Usage reports or to Reports > Bot session consumption.
The session usage report, by default, has data filtered for the past 30 days. You can change the report filters to see data beyond the 30-day timeframe. The report has the below-mentioned widgets:
Sessions consumed: Total count of consumed sessions for the time period selected on the report
Session consumption trend: Daily count of consumed sessions as a trend line
Bot-based session consumption volume: Count of sessions consumed split by the different bots available in the account
Channel-based session consumption volume: Count of sessions consumed split by the different channels on which bots are deployed.
Monthly session consumption volume: count of sessions consumed on a monthly level ( depends on the date filter applied for the report)
What metrics (and additional information) do session analytics offer?
Sessions count: provides the count of all the unique sessions corresponding to all the filters/aggregations applied on the report.
Sessions: the count of all the different tickets that were a part of any of the sessions
Bot name: The name of the bot as created in the "My Bots" section of the Bot Builder
Bot version: Bot version corresponding to each bot in the bot builder UI
Channel: Channel on which a conversation was triggered. One session can have conversations spanning multiple channels
Conversation ID: Unique id corresponding to a conversation with a bot
Customer: Unique identifier for a customer interacting with a bot
Session start time: The timestamp at which the session was initiated.
Conversation created at: The timestamp at which the conversation was initiated.
Conversation updated: The timestamp at which the conversation was last updated.
Session ID: The unique id corresponding to every session consumed by an account
How do the timestamps & timezones work in the session usage report?
Please note that session consumption metrics and timestamps are in the UTC time zone, not in the local time zone/dates.
Hence, if a session has been consumed on 21st December at 4 AM IST, it will be treated as consumed on 20th December at 11.30 PM as per UTC timezone.
Similarly, if a session has been consumed on 21st December at 5 PM PST, it will be treated as consumed on 22nd December at 1 AM as per UTC timezone.
The data in this report is available from 4th February 2022 onwards.
To know the conversations that consumed sessions, check the underlying data on the ‘Sessions consumed’ widget. One session can have multiple corresponding conversations.