---
title: Session Analytics
slug: secure-assist/session-analytics
icon: ✨
createdAt: 2025-09-10T07:04:33.125Z
---

The **Session Analytics **page provides a consolidated view of all analyzed customer interaction sessions. It helps supervisors and analysts quickly review session intents, timestamps, and quality scores to identify trends, issues, and performance insights.

![](https://api.archbee.com/api/optimize/dalDLQU__OxpwynUmcLKa/YxrtKjAcfec1OYCgyXo1U_image.png)

Each row represents an individual session and includes:

- **Session Intent**
   Example: *Request assistance with card issue*, *Request refund*, *Report issue* 
- **Session Date & Time**
   Displays when the interaction occurred. 
- **Session Score (Color-Coded)** 
  - 🟢 Green: High-quality / compliant session 
  - 🟠 Orange: Medium quality / needs review 
  - 🔴 Red (if applicable): Low quality / potential issue

Session Details Access

- Click on any **session row** to: 
  - View detailed analytics 
  - Review conversation insights 
  - Analyze compliance, sentiment, or performance metrics 
- This is typically used for audits, coaching, or issue investigation.



The **Performance Analytics ** page provides a comprehensive summary of an agent’s or session’s overall performance. It combines multiple quality and efficiency parameters into a **Final Performance Score **, helping supervisors, quality teams, and managers quickly assess strengths and improvement areas.

![](https://api.archbee.com/api/optimize/dalDLQU__OxpwynUmcLKa/-LItUuMYp35hXaXonrwsP_image.png)

**🏆 Final Performance Score**

- Displayed prominently at the top center (e.g., **77**). 
- Represents the **overall weighted score** calculated from multiple performance parameters. 
- The **progress bar** below the score visually indicates performance level: 
  - Green zone → Good performance 
  - Partial fill → Scope for improvement

**📊 Performance Parameters**

Each card below the final score represents a key evaluation metric.

1\. Communication (Score: 100)

- Measures **clarity, tone, and effectiveness of communication**. 
- Evaluates how well information is conveyed during the interaction. 

2\. Empathy (Score: 100)

- Assesses **emotional intelligence and customer understanding**. 
- Reflects the ability to acknowledge customer concerns appropriately. 

3\. Compliance (Score: 100)

- Indicates **adherence to policies and regulatory guidelines**. 
- Critical for risk-sensitive and regulated environments. 

4\. Resolution (Score: 50)

- Measures **issue resolution effectiveness**. 
- A lower score suggests partial resolution, follow-ups required, or unresolved concerns. 

5\. Handling Time (Score: 70)

- Evaluates **response efficiency and time management**. 
- Balances speed with quality of interaction. 

The **Sentiment Analysis ** tab provides insights into the emotional tone of interactions by analyzing  **text ** and  **voice ** data. This helps supervisors and quality teams understand how communication is perceived during an interaction.

![](https://api.archbee.com/api/optimize/dalDLQU__OxpwynUmcLKa/HiCmTfrk8e5qCqB0XzvGp_image.png)

The **Status view** will show the status of the session , if completed or pending. If coaching required or if there is any compliance breach. 

![](https://api.archbee.com/api/optimize/dalDLQU__OxpwynUmcLKa/kU_wRn5YasIt_JGRoqAir_image.png)

**Conversation insights** helps us to evaluate the agents behaviour, tone, sentiment and all other metrics that can be used to define the agent performance. 

![](https://api.archbee.com/api/optimize/dalDLQU__OxpwynUmcLKa/OpIkgmaUjpcymFhS6EHi8_image.png)

The last tab **Session Analytics** would summaize the entire session details. 

![](https://api.archbee.com/api/optimize/dalDLQU__OxpwynUmcLKa/Rmd2CvBC6puA4WE4uUy1s_image.png)