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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.