BI Reporting: Digital Sessions Report

Dialpad's Digital Sessions report provides insight into how each agent handles digital customer conversations, grouped at the agent session level.

It surfaces key information, helping you evaluate digital performance, identify coaching opportunities, and understand how effectively your team and AI are resolving digital inquiries.

Let's get into the details of this report.

Who can use this
The Digital 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:

Digital Sessions report filter

Visualization Type

The Digital Sessions report is a templated report displayed in a table format.

Digital Sessions report

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
Agent first response time	Time taken to send the first message
Agent message count	Total messages the agent handled in that session

Dimension Names and Definitions

You'll find these terms in your exported data:

Dimension Name	Description
agent_first_response_time	The time taken by the agent to send the first message, in seconds.
agent_message_count	The count of messages sent by the agent in the session.
agent_wrapup_time	Time spent in wrap-up in seconds.
aicsat_score	The AI CSAT score.
aicsatx_score	The AI CSATX score.
billable	Whether this session is billable.
cause	The end cause of the session.
chat_type	The type of the session.
company_id	Company ID.
created	The timestamp when the 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 session.
disposition	Comma-separated list of disposition tags assigned to the session.
call_id	Call ID associated with the session.
call_uuid	Call UUID associated with the session.
master_call_id	Master call ID associated with the session.
duration	The duration of the session in seconds.
ended	The timestamp when the session ended.
skill	Expertise tag associated with the session.
kare_engine_type	The engine type used for the customer session.
widget_id	AI Agent widget ID associated with the session.
widget_locale_id	Widget-locale combination (widget_id-locale) associated with the session.
locale	AI Agent locale associated with the session.
last_state	The last state of the session.
queued_status	Queued status of the 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 for the session.
session_id	Session ID associated with the session.
survey_status	The survey status for the session.
tags	Comma-separated list of tags associated with the session.<
target_id	A unique ID for the Target.
target_kind	The type of the Target.
user_group_id	User group ID associated with the session.
user_group_name	User group name associated with the session.
user_id	User ID associated with the session.
user_email	The user's primary email address.
user_name	The user's display name.
user_phone	The user's phone.
sessions_count	Total count of sessions.
avg_handle_time	Average handle time (seconds) for the session.
avg_first_response_time	Average Agent First Response time (seconds) for the session.

Note
For more information on BI's datasets and notable concepts, be sure to review this Help Center article.