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Analyzer: How to Find the Session ID of a Call Example

Analyzer: How to Find the Session ID of a Call Example

When troubleshooting, one of the first steps is to find the call example in question and then dive into the specifics of what happened. This page explains how to find the session ID for the example and is accompanied by a video that can be shared with customers.

 

Step 1: Launch the Analyzer reporting tool.

  • Option 1: Control Hub > Contact Center > “Analyzer” in the Quick Links section

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  • Option 2: WCC Management Portal > “Reporting & Analytics” module

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Step 2: Go to “Visualization”

 

Step 3: Locate either the “CSR: Historical (VT) - Call Register” or “CSR: Realtime (VT) - Call Register” reports using the search function in the top right.

 

Step 4: Select the ellipses of the report that works best and click “Edit.” You will need to hover over the report for the ellipses to appear.

 

Step 5: In the top left enter the appropriate temporal scope according to the interval in which you’re looking for the call example.

 

Step 6: Select “Add Filter” in the bottom left and add filters for the data you have. For example, ANI, DNIS, Agent Name, Queue Name, etc. To add filters, after selecting “Add Filter” in the bottom left, drag fields or measures from the left to the right and click “Save.”

 

 

Step 7: Save and then preview the report.

 

 

Step 8: The session ID is typically in the far left column. You can double click on the session ID and it will save it to your clipboard.