Dialpad’s Digital Customer Sessions report provides insight into every digital customer interaction by summarizing each session across channels like webchat, SMS, and WhatsApp at the customer journey level.
It surfaces key details such as session start and end times, channel and direction, duration, and both customer and AI-predicted CSAT scores, helping you understand how digital conversations are handled from start to finish and identify trends in performance and engagement across your digital support channels.
Let's get into the details of this report.
Who can use this
The Digital Customer Sessions report is available for Dialpad users with the Dialpad BI add-on who are Company Admins or have Analytics-specific permissions.
You'll also need to be on a Dialpad Support or Dialpad Sell plan.
Default Filters
This report contains a required filter that sets the time range for the report:
Visualization Type
The Digital Customer Sessions report is a templated report displayed in a table format.
Select Settings (the gear icon) > Download to save your data to your computer, with multiple formatting and selection options.
Data Dictionary
This report contains unique Analytics definitions — read through the following table to learn more about the data in your report.
Customer Session ID | A unique alphanumeric identifier assigned to a specific interaction. Use this to track a single customer journey across the system. |
Created / Ended Time | Timestamps indicating exactly when a session began and when it was finalized. |
Chat Type | Categorizes the interaction (e.g., "bot"), helping you distinguish between automated assistance and human-led chats. |
Session Channel | The platform where the chat took place, such as webchat or voice. |
Direction | Indicates the flow of communication; inbound represents a customer reaching out to your team. |
Customer Name / Email/ Phone | The identity and contact details of the customer. For unauthenticated users, these often appear as "Guest User." |
User Name/ Id/Email/Phone | The name of the specific agent, their ID, or the AI agent that handled the session. |
Target ID / Kind | The destination of the session, such as a specific Contact Center ID, used for routing and organizational tracking. |
Billable (Yes / No) | Indicates whether the specific session counts toward your monthly usage or billing quota. |
Duration | The total length of the session in seconds. High duration may indicate complex issues or high engagement. |
Customer CSAT Score | The satisfaction rating provided by the customer at the end of the session, typically on a scale of 1–5. |
AI CSAT Score | A predicted satisfaction score generated by AI based on the sentiment and resolution of the conversation. |
Skill | Expertise used for the users |
Dimension Names and Descriptions
You'll find these terms in your exported data:
Dimension Name | Description |
|---|---|
aicsat_score | The AI CSAT score. |
aicsatx_score | The AI CSATX score. |
billable | Whether this customer session is billable. |
cause | The end cause of the customer session. |
chat_type | The type of the customer session. |
company_id | Company ID. |
created | The timestamp when the customer session was created. |
csat_score | The CSAT score. |
customer_channel_email | The email address associated with the customer's channel identity. |
customer_channel_id | A unique ID for the customer's channel identity. |
customer_channel_name | The name associated with the customer's channel identity. |
customer_channel_phone | The phone number associated with the customer's channel identity. |
customer_csat_score | The customer CSAT score. |
customer_email | The email address of the customer. |
customer_id | Customer ID. |
customer_name | The name of the customer. |
customer_phone | The phone number of the customer. |
customer_session_id | A unique ID of the customer session that this session belongs to. |
direction | The direction of the customer session. |
disposition | Comma-separated list of disposition tags assigned to the customer session. |
call_id | Comma-separated list of call IDs associated with the customer session. |
call_uuid | Comma-separated list of call UUIDs associated with the customer session. |
master_call_id | Comma-separated list of master call IDs associated with the customer session. |
duration | The duration of the customer session in seconds. |
ended | The timestamp when the customer session ended. |
skill | Comma-separated list of skills associated with the customer session. |
kare_engine_type | The engine type used for the customer session. |
widget_id | Comma-separated list of AI Agent widget IDs associated with the customer session. |
widget_locale_id | Comma-separated list of widget-locale combinations (widget_id-locale). |
locale | Comma-separated list of AI Agent Locales associated with the customer session. |
last_state | The last state of the customer session. |
queued_status | The queued status of the customer session if the customer was queued. |
session_account_email | The email address associated with the channel. |
session_account_id | A unique ID for the channel. |
session_account_name | The name associated with the channel. |
session_account_phone | The phone number associated with the channel. |
session_channel | The channel used in the customer session. |
session_id | Session ID associated with the session. |
session_ids | Comma-separated list of session IDs associated with the customer session. |
survey_status | The survey status for the customer session. |
tags | Comma-separated list of tags associated with the customer session. |
target_id | A unique ID for the Target. |
target_kind | The type of the Target. |
user_group_id | Comma-separated list of user group IDs associated with the customer session. |
user_group_name | Comma-separated list of user group names associated with the customer session. |
user_id | Comma-separated list of user IDs associated with the customer session. |
user_email | The user's primary email address. |
user_name | The user's display name. |
user_phone | The user's phone. |
is_agent_customer_session | Whether the customer session contains any agent session (chat_type includes 'agent'). |
is_abandoned_in_queue | Whether the customer session ended in the queue before connecting to an agent. |
is_automated | Whether the customer session is completed by the bot without agent involvement. |
count | Total count of customer sessions. |
abandoned_in_queue_customer_session_count | The number of Customer sessions that ended in the queue and did not involve an agent. |
agent_customer_session_count | The number of Customer sessions that involved an agent. |
automation_customer_session_count | The number of Customer sessions that were automated. |
avg_handle_time | Average handle time (seconds) for the customer session. |
Note
For more information on BI's datasets and notable concepts, be sure to review this Help Center article.