The "Historical Sessions" page lists concluded sessions and the related data – e.g. the amount of involved user sessions, the task direction, task type and session results.
Preconditions: SUPERVISOR / TEAM / SERVICE OWNER This page is visible to service supervisors and team owners only. Data shown is limited to service viewing Permissions of the currently signed-in user and dates back a maximum of 30 days.
🔍 To get access to further data, review and assign User Administration → Roles tab. Refer to User Roles for further details on each role.
"Historical Sessions" view
☝ Required Data Operation: When opening the "Historical Sessions" view for the first time, data might not be shown yet due to recalculations occurring in the background. We recommend to wait at least 24h to get a comprehensive and correct dataset.
Overview
The page shows the following data in various widgets.
| Widget | Description |
|---|---|
| Session Result |
The total # of sessions and their task result, shown as a donut chart:
💡 Mouse over for tooltips with absolute numbers. Click on the legend to filter out entries. |
| Sessions |
The total of sessions per day as a bar chart: 💡 Mouse over for tooltips with date and absolute numbers. 🔍 Lookback is restricted to a maximum of 30 days. For a comprehensive historical data set, use the Power BI Odata connection and our Power BI Template. |
| Session Type |
The relative amount of sessions, distinguished by type of task, shown as donut chart:
💡 Mouse over for tooltips with absolute numbers. Click on the legend to filter out entries. |
| Session Direction |
The relative amount of sessions, distinguished by session direction, shown as donut chart:
|
| Historical Sessions | An filterable, sortable and expandable list of service sessions. Shows the following columns:
💡 Entries can be expanded to show the rows of user sessions related to this service session. Shows the following columns:
|
Session Filtering
A large amount of Historical Sessions can be filtered by various criteria.
💡Note that filters only affect the listing in the “Historical Sessions” widget. The top row of widgets will always show a static 30 days lookback.
The following filters can be applied:
| Filter | Description |
|---|---|
| Direction | Inbound, Outbound, None → See "Session Direction" widget above. |
| Initial Modality | The modality used to contact the serve (e.g. via Call, Chat, External) → See "Session Type" widget above. |
| Date & Time | Narrows down sessions by date (mm/dd/yyyy) and time (hh:mm) within the range specified. → Filters the "Date & Time" column. |
| Duration | From-to-Range (hh:mm:ss) → Filters the Session "Duration" column |
| Opening Hours | Filter sessions by Opening Hours active at the point of the task. |
| Queued | Show only tasks that were queued (true) or not (false) |
| Result | Filter session results as per Nimbus Reporting Model > "Service Session Outcomes" |
| Source | Caller, PSTN number. 💡 Search starts at entering 3 characters / numbers or more. |