Session Details Reports: Dive Deeper Into These Intricate Reports

Navigate three key reports to optimize user interactions in decision tree-based systems. The Node Time and Info report provides insights into agent behaviors, allowing the identification of frequently visited nodes and optimizing content for smoother navigation. The Form Data report enables a comprehensive analysis of data collected in each session, encouraging a focus on trends and behaviors for improved decision-making. Lastly, the Session List report offers a holistic view of user activity, session results, and durations, prompting actions to enhance flow, content performance, and overall productivity. Here, we provide suggestions for practical actions within each report to facilitate efficient system optimization.

• Node Time and Info: See the total and average time spent on each node.
  
• Values:
• Understand where agents may have Back, Restarted, or Started + Resumed, or Exited from certain node as well as total and average time spent on each individual node.
• Identify frequently or infrequently visited nodes.
• Identify cumbersome content that could be broken down into multiple steps.
• Data encourages you to survey agents why a particular node takes the most time - What’s missing? Are they looking into other systems for information?
• Suggested Actions:
• Look out for nodes that have high average time spent. Is it expected?
• If it’s not expected, try to identify ways to simplify or optimize node content so that time spent can be reduced.
• Look out for where users are stopping their sessions or exiting the flow. Is it expected? Are they leaving the tree with the expected information? or is the bottleneck somewhere else?
• If users are leaving earlier than expected, did they get their issues resolved? It is likely an opportunity to improve the content and flow of the tree so that they get to the right information quicker.
• You can also check average times against specific users by filtering through agent names and compare against overall average time for the node.

• Form Data: See all data collected from each session.
  
• Values:
• Allows you to dig deeper into each session to understand all the data, information and variables collected.
• Need to click into Session ID for all data collected.
• in Session Detail, it shows the full path taken in the session.
• Filter by Ascending Click Date for the right path order of the session.
• Use the filters at the top of report to narrow down the search.
• Suggested Actions:
• Can filter through variables and values to give you an understanding of:
• Number of times same data has been collected.
• Trends and Behaviors across your sessions.

• Session List: See every session for any given decision tree in your organization. Recommended main report for customers.
  
• Values:
  
• Understand user activity, session results (in progress, success, failure), duration and number of clicks per session.
• Get an overview of the amount of time users spent for each session as well as average session, median duration and session count.
• Can deep dive into session detail for all data collected, nodes traversed, time on each node.
• Suggested Actions:
  
• Look out for Success Vs Failure performance, as well as AHT to identify any opportunity to optimize flows and content performance. You may also expand single sessions to deep dive into the singles case to possibly better understand the root cause.
• If In Progress is a majority of sessions, think about defining your end point nodes with Success or Failure.
• Analyze total session count in the last 7 days,14 days, last month,etc..
• Does productivity of sessions match expectations?
• You may use single session data hand in hand with user performance metrics, especially when investigating compliance or quality fails.