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The Sessions tab displays two details:

Agent sessions

A new record is created in this detail with the following filled

In this detail, records are created after the user, who is an agent, logs into the system and sets a certain status in the agent communication panel. The columns: “Start session time”, “Due session time”, “Agent Status”, “Duration, min”

when a user, who is an agent, logs into the system and sets a certain status in the agent communication panel

are filled in.

The “Status "do not disturb" reason“ column is filled in only when the Do Not Disturb status changes in the old version of the communication panel.

Chats transferred due to no agent response

In this detail, records are created after the chat was transferred to another agent (the “Transfer chats without agent answer” setting) if the current agent did not respond. The columns “Created on” and “Chat” are filled in.