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Sessions (under Operate in the sidebar) lists every conversation your agents have handled, calls and chats alike. It’s the place to see exactly what your agent said and did in any single conversation; for totals and trends across all of them, use Reporting.

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The sessions list

Each row is one conversation:
  • Agent — which of your agents handled it.
  • Channel — Phone call, Web call or Chat.
  • Started — when it began.
  • Status — Active while the conversation is still going on, Ended once it’s over.
  • Tags — how a conversation was handed on, where it was: External transfer, PA transfer or AI transfer.
The list is paginated, and once any conversation carries a tag a Filter by tag control appears so you can look at just the transfers.
Active means the conversation is happening right now. Reporting only counts a conversation once it has ended, so a live call appears here before it shows up in your figures.

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Review a conversation

Click a row to open it. The page — Session with your agent’s name — starts with an overview showing the status, any tags, the channel, and when the conversation started and ended. Below that, four tabs hold the full record:
  • Transcript — the whole conversation, turn by turn, labelled Customer and Agent. This is the definitive record of what was actually said.
  • Details collected — the information your agent captured during the conversation — a caller’s name, their number, the reason they got in touch — as a simple field-and-value table.
  • Summary — a short written summary of what the conversation was about and how it went.
  • Conversation steps — the steps the conversation moved through, in order, each with its status and time. These are the steps from the journeys you designed, so you can see which path the caller took. If your agent tried to transfer the call, the attempt appears here too — whether it connected, and if it failed, why.
If a conversation didn’t go the way you expected, read the two together: the Transcript tells you what was said, and Conversation steps tells you what your agent did about it. When the transcript shows a question your agent couldn’t answer, the fix is usually to add the answer to your knowledge library.