Understanding the History Page in Your Dashboard
Within the History Page of your dashboard, you can view the usage details of sessions that were started or joined by you. Admins and Manager-level users can access session details for all sessions initiated or joined across the entire account. Sessions are listed from the most recent to the oldest. You can use the search box or filters for easier analysis and session identification. Additionally, session usage data can be extracted and sent to your registered Surfly email address as a .csv file.
On this page, you'll find some key identifiers and usage-related information:
Start URL: The URL where the session began. If you navigated to other URLs during the session or opened more session tabs, those details can be found in the Audit Logs.
Session ID: A unique identifier for each session. Always take note of this ID if you encounter issues during a session. All users can see this in their history. Your latest session will appear at the top, and you can also identify it by the date/time stamp, which is displayed in your browser’s local time.
Agent Email: The email of the Surfly user who started or joined the session. If more than one Surfly user participated in the session, this can be found in the Audit Logs.
PIN Code: Displays the 4-digit pin generated for the session. If this column is blank, it typically indicates that the session was an outbound one, started from the dashboard. Agents often use this PIN as an identifier from clients to join sessions.
Duration: The time from when the session was created using the API until it ended. During this time, multiple participants may join or leave (based on access privileges), and this is reflected in the Participants column. Please note that the duration of any active or ongoing session will display as 00:00:00 until the session has ended.
Successful start is defined here.
For more detailed session analytics and timing, refer to the Audit Logs.
Waiting Time (Queued Duration): While this data is not visible on the History Page, you may want to check how long a client spent waiting in the queue for an agent. This information can be found in the Audit Logs by reviewing the leader_joined and subsequent follower_joined events. Alternatively, you can use the REST API to retrieve the waiting_time for any session. Keep in mind that these events are timestamped based on API calls, but actual loading and video chat start times may vary due to local factors like browser/device load times and internet connectivity. For more detailed information, you can find an overview of these specifics here.