Visual Timeline of Session Events and Durations

This is an overview of a client initiated journey (widget flow)

In the diagram below, Blue represents events that are captured with timestamps, while Yellow highlights environment-related events that are outside of our control. The double-sided arrows indicate time durations between key events.

• Session Duration: This is straightforward—it's the time from when the session starts to when it ends.

• Participant Usage Duration: This is the sum of each participant's time in the session, calculated from when they joined to when they left or the session ended.

• Waiting Time (Queued Duration): This is reflected in the session details. However, note that this may not be exactly same to the Actual Client Waiting Time, as user’s local environment-related events also influence it.

• Recording Duration: When recording is enabled, it begins approximately one second after the agent joins the session and is automatically ended on session end. If the session ends in under 5 seconds of recording duration, the recording will not be saved.