Administrator session history

This article explains how to use the Admin Center History page that gives access to past and in progress collaboration session information.

Permissions

Access to the History page is typically reserved for users with admin responsibilities. It is available to users with a standard profile admin or team supervisor role or as a separate permission in a custom role. See Managing users and permissions.

Note

A team supervisor user can only see the sessions started by members of his team.

Searching session history

You can search for collaboration sessions and view the following information:

• Start date of the session

• Team and user name of the agent

• Name and contact channel of the customer

• Number of times the customer connected to the session

• How many Workflows were sent, completed, and expired

You can also open the customer side of the collaboration session.

To use the administration session history:

1. On the Admin Center home page, under System usage, click History.
   The History page appears.

2. Click Create new query.
   

   
   The Create query dialog appears.

3. Create a search filter:

4. Select a team from one of the following team filters (optional):

   • Team - According to the agent’s home team, even if they used different settings for the session

   • Session settings - According to what settings were used in the session, regardless of the agent’s home team

5. Compose at least one condition to conduct a search.
   For example: User name - equals - [select a user name]

6. Click + (plus) to add more conditions to the criteria.

7. Click Done.
   
   
   Results appear in the History page.

   • Click Advanced query to edit the query filters.

   • Click Download CSV to save a CSV file of the query to your computer.
     

   • If necessary, select View from the options menu to open the customer side of the collaboration session.

   • Select Delete from the options menu to delete the session from the History page.