This page will cover the following topics:
- Types of Sessions
- Conferences
Types of Sessions
There are 8 different sessions in DXP. These can be filtered using the Session Type filter.
| Session Type | Description |
| Conference | A multi-party call in the same session. See below for a full explanation. |
| Conference Session | A segment of a larger conference call. |
| Conversation Journey | Shows all the IVR, routing, queuing and agent sessions that a contact center call interacted with throughout the lifetime of the call. |
| Peer To Peer | An internal call between two users. |
| Peer To Peer (Multimedia) | An internal call with multiple media streams such as video, audio, and app sharing. |
| PSTN/External | An external call that connects to Public Switched Telephone Network (PSTN) or other external systems. |
| Webinar | A broadcast-style session with a host and many participants. |
| Webinar Session | A segment of a larger Webinar. |
Conferences
When you click on a session in the Session List with a modality of Conference, Video, Audio, and/or App Sharing, the Conference page opens. It provides additional detail about the session(s) in the selected conference:
(1) User/Organizer - Provides information about the person who organized the conference, including name, photo (if available), email address, phone number, URI, and address.
(2) Teams Conference Details - Provides details about the specified conference. You can view the main conference details: quality summary (poor, average, good, or unknown), number of participants, conference location, start/end time, and conference duration (hh:mm:ss format). The session will be classified using the following:
- Poor - highlighted red
- Average - highlighted yellow
- Good - highlighted green
- Unknown - highlighted grey
(3) Insights - Provides call quality information.
(4) All Participants - Shows the names of each individual who participated in the conference, along with the average Nectar score next to it.
- Click on a participant in the list to see their participation in the conference in the Sessions panel.
- If needed, you can click on a participant's name and be taken to the USERS tab for more information.
(5) Sessions - Provides a graphical timeline that shows all sessions associated with this conference.
- It shows when participants joined and left the conference.
- The timeline provides the duration of each session.
- The session type is displayed in the form of an icon to the left of the participant’s name to specify the audio, video, app share, or unknown modality.
- When you hover over a session, you get a pop-up with the date and time that the session started and ended as well as the Nectar score for the session.
- You can click on a session in the timeline to go to the Session page for more information.