How to check the sessions report
How do I check the sessions report?
This article helps you view conversation volume, track agent response speeds, and analyze channel performance.
In this article, you will learn how to
- Analyze total session volumes over time.
- Evaluate first human reply times and unanswered sessions.
- Filter session data by channel, agent, and inbox.
Before you start
Before checking the sessions report, make sure you have:
- Owner or Admin role in your Flownally workspace.
- At least one active channel connected to Flownally.
- Customer session activity recorded in your workspace.
How to check the sessions report
- Log in to your Flownally workspace.
- Go to the Reports tab.
- Click the Sessions section.
- Choose the period you want to see, such as Last 28 days, Last 7 days, Today or Custom. Click Add filter to narrow the report by inbox, channel, participating agent, participating bot, or who initiated the session.
Important: Last 28 days and Last 7 days show results for full days only and don’t include today.
Key metrics explained
- Sessions: Total customer conversations in the selected period. Sessions close automatically, so they do not represent resolved issues. Participant session counts can overlap based on retained visible data.
- First human reply: Median time for an agent to reply after the first customer message, calculated only from sessions with a recorded reply. This metric includes time outside working hours.
- No reply recorded: Sessions that received no qualifying human or bot reply after the first customer message. This number does not represent a live waiting queue.
- Channels: Conversation breakdown by messaging channel. Use Options to switch the breakdown to inboxes or to change the time zone.
Troubleshooting
No session data appears
Your date range or applied filters might exclude all active conversations. Select a broader date range or clear your active filters.
First human reply time shows zero or inaccurate data
Conversations in this period were handled entirely by bots or closed without human agent replies. Verify if your sessions included live agent responses.