<p>The article below serves as an informational guide on how to review sessions after they have been completed using <a target="_blank" rel="noopener noreferrer" href="https://console.screenmeet.com/">ScreenMeet Console</a>.&nbsp;</p><h2>Gathering the session ID</h2><p>In order to review a session, the session ID is required. You can obtain the session ID in the following ways.</p><ul><li><p>Gather the URL of the session if the session is still active.&nbsp;</p></li><li><p>Isolate the session in question by navigating to the <a target="_blank" rel="noopener noreferrer nofollow" href="//console.screenmeet.com">ScreenMeet Console</a>and by clicking into "My Session History" or "Global Session History".&nbsp;</p><ul><li><p>Use identifiers like the case description, time created, duration, or agent name to isolate a given session.</p></li></ul></li></ul><h2>Reviewing the session</h2><p>Once the session ID has been identified, search for the session using My Session History/Global Session History. Once the session has been found, click on the hyperlinked session ID text.</p><p></p><h2>Session information page</h2><p>The session information page includes various pieces of metadata about the session referenced below.</p><ul><li><p>Status of the session, when the session was created, duration of the session, when the session ended, termination reason, recording status</p></li></ul><h2>Session Log page</h2><p>The session log page includes events that transpired throughout the session including time stamps. Some examples of events include:</p><ul><li><p>When the agent joined the room, when any users joined the room, when users leave the room, when users/agents enable certain functions of the application, etc.</p></li></ul><h2>System Info Page</h2><p>The system information page includes various pieces of information about the device such as operating system, CPU, memory, windows editions, ETC.&nbsp;</p><h2>Files page</h2><p>The files page includes the recording(if applicable) of the session as well as any files that were uploaded in the ScreenMeet Live chat.</p><h2>Metrics page</h2><p>The metrics page includes any/all relevant metrics relating to the session such as the duration of seconds that users were connected to the session.&nbsp;</p><h2>Reviewing Sessions within your CRM</h2><p>Salesforce: <a target="_blank" rel="nofollow noopener noreferrer" href="https://docs.screenmeet.com/docs/session-history-within-case">Reviewing a Session</a></p><p>ServiceNow: <a target="_blank" rel="nofollow noopener noreferrer" href="https://docs.screenmeet.com/docs/session-history-within-servicenow-case">Reviewing a Session</a></p><p>Zendesk: <a target="_blank" rel="nofollow noopener noreferrer" href="https://docs.screenmeet.com/docs/zendesk-session-details">Reviewing a Session</a></p><p>Dynamics: <a target="_blank" rel="nofollow noopener noreferrer" href="https://docs.screenmeet.com/docs/session-history-within-dynamics">Reviewing a Session</a></p>

Reviewing a Session

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