Participant Session

Formerly known as Conversation Segment, a Participant Session captures the details of each Participant, including the Virtual Agent, who initiated or joined the Conversation.

Common Scenarios

Below are some examples of common scenarios for analyzing Participant Session data.

Conversation By Participant Type

Scenario: As a data consumer/analyst, I want to know the distribution of Conversations by participant type, meaning the percentage of Conversations of each type.

How: To achieve this, select the following in the Customer Experience Explore V2:

• Dimension: Participant Type
• Measure: Conversation (Count)
• Filter By: Conversation Started Date and/or any desired filter

Participant Session Metrics

Scenario: As a data consumer/analyst, I want to know the average time spent in participant sessions during a specified period of time.

How: To achieve this, select the following in the Customer Experience Explore V2:

• Dimension: Conversation Started Date
• Measure: Queue Time (Avg), Answer Time (Avg), Handle Time (Avg), Wrap Up Time (Avg), Assigned Agent Time (Avg)
• Filter By: Conversation Started Date and/or any desired filter

Data Dictionary

For a list of fields and their descriptions, refer to the Participant Session Data Dictionary.