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With these dashboards, get insight into why your sessions are failing. You can
use this information to investigate how to decrease the number of session
failures. This could include eliminating technical problems, including poor
sound quality, that can lead to premature hang ups. This could also include
process improvements for how agents handle calls, making it less likely that
end-users end sessions prematurely.
Tiles and tables in dashboards update every 20 seconds.
Use the dashboards
To use the dashboards, follow these steps:
In the CCAI Platform portal, click Dashboard > Failed Sessions.
If you don't see the Dashboard menu, expand the window horizontally
until the Dashboard menu appears.
Click Calls or Chats.
Click the Date field to select a date range, and then do one of the
following:
Select a preset data range. To do this follow these steps:
Click expand_moreMore to
view all of the preset date ranges.
Click the date range that you want.
Select a custom range. To do this, follow these steps:
Click Custom.
In the Custom field, enter a start and end date for your date
range. You can type your date range or click Open calendar to select start and end dates.
Filter your results using the following fields:
Start Time and End Time: get results from only within this time
range
Call ID: by call ID
Fail Reason: by a particular failed reason
Interaction Type: by interaction type—for example, IVR Inbound,
IVR Inbound mobile, or Web
Direction: by the direction of the session
Agent Name: by agent name
Location: by location
Teams: by one or multiple teams
Support Phone Number: by the support phone number
Phone Number: by the phone number of the end-user
Click Update.
Tiles
This dashboard contains the following metric tiles for calls:
Total Failed Sessions: the number of sessions where an error was returned
Agent Errors: the number of errors associated with an agent leg of a
session
Consumer Errors: the number of errors associated with an end-user leg of
a session
Carrier Errors: the number of errors attributed to a carrier
Deflection Errors: the number of errors associated with a deflection
Miscellaneous Errors: the number errors that are undefined
Failed %: the percentage of sessions that failed
Failed Sessions by 30 minute Interval: bar charts showing failed sessions
by 30 minute intervals. Click a bar chart to display a menu, and then click a
menu item to get additional information about failed sessions for that day.
Total Sessions: the number of sessions that were received
Completed Calls: the number of received sessions that were successfully
handled
Sessions Failure Breakdown: a pie chart showing the sessions that have
failed, by category.
This dashboard contains the following metric tiles for chats:
Total Failed Sessions: the number of sessions where an error was returned
Consumer Errors: the number of errors associated with an end-user leg of
a session
Carrier Errors: the number of errors attributed to a carrier
Deflection Errors: the number of errors associated with a deflection
Miscellaneous Errors: the number errors that are undefined
Failed %: the percentage of sessions that failed
Failed Sessions by 30 minute Interval: bar charts showing failed sessions
by 30 minute intervals. Click a bar chart to display a menu, and then click a
menu item to get additional information about failed sessions for that day.
Total Sessions: the number of sessions that were received
Completed Chats: the number of received sessions that were successfully
handled
Sessions Failure Breakdown: a pie chart showing the sessions that have
failed, by category.
Tables
This dashboard contains the following metrics table. Hold the pointer over a
table heading to see its description.
Historical: displays all of the relevant information relative to the
errors.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-26 UTC."],[],[],null,["# Failed sessions dashboards\n\nWith these dashboards, get insight into why your sessions are failing. You can\nuse this information to investigate how to decrease the number of session\nfailures. This could include eliminating technical problems, including poor\nsound quality, that can lead to premature hang ups. This could also include\nprocess improvements for how agents handle calls, making it less likely that\nend-users end sessions prematurely.\n\nTiles and tables in dashboards update every 20 seconds.\n\nUse the dashboards\n------------------\n\nTo use the dashboards, follow these steps:\n\n1. In the CCAI Platform portal, click **Dashboard \\\u003e Failed Sessions** .\n If you don't see the **Dashboard** menu, expand the window horizontally\n until the **Dashboard** menu appears.\n\n2. Click **Calls** or **Chats**.\n\n3. Click the **Date** field to select a date range, and then do one of the\n following:\n\n - Select a preset data range. To do this follow these steps:\n\n 1. Click expand_more **More** to\n view all of the preset date ranges.\n\n 2. Click the date range that you want.\n\n - Select a custom range. To do this, follow these steps:\n\n 1. Click **Custom**.\n\n 2. In the **Custom** field, enter a start and end date for your date\n range. You can type your date range or click **Open calendar** to select start and end dates.\n\n | **Note:** The maximum date range that you can specify is 45 days. If you specify a date range of more than 45 days, the dashboard returns an error.\n4. Filter your results using the following fields:\n\n - **Start Time** and **End Time**: get results from only within this time\n range\n\n - **Call ID**: by call ID\n\n - **Fail Reason**: by a particular failed reason\n\n - **Interaction Type**: by interaction type---for example, IVR Inbound,\n IVR Inbound mobile, or Web\n\n - **Direction**: by the direction of the session\n\n - **Agent Name**: by agent name\n\n - **Location**: by location\n\n - **Teams**: by one or multiple teams\n\n - **Support Phone Number**: by the support phone number\n\n - **Phone Number**: by the phone number of the end-user\n\n5. Click **Update**.\n\nTiles\n-----\n\nThis dashboard contains the following metric tiles for calls:\n\n- **Total Failed Sessions**: the number of sessions where an error was returned\n\n- **Agent Errors**: the number of errors associated with an agent leg of a\n session\n\n- **Consumer Errors**: the number of errors associated with an end-user leg of\n a session\n\n- **Carrier Errors**: the number of errors attributed to a carrier\n\n- **Deflection Errors**: the number of errors associated with a deflection\n\n- **Miscellaneous Errors**: the number errors that are undefined\n\n- **Failed %**: the percentage of sessions that failed\n\n- **Failed Sessions by 30 minute Interval**: bar charts showing failed sessions\n by 30 minute intervals. Click a bar chart to display a menu, and then click a\n menu item to get additional information about failed sessions for that day.\n\n- **Total Sessions**: the number of sessions that were received\n\n- **Completed Calls**: the number of received sessions that were successfully\n handled\n\n- **Sessions Failure Breakdown**: a pie chart showing the sessions that have\n failed, by category.\n\nThis dashboard contains the following metric tiles for chats:\n\n- **Total Failed Sessions**: the number of sessions where an error was returned\n\n- **Consumer Errors**: the number of errors associated with an end-user leg of\n a session\n\n- **Carrier Errors**: the number of errors attributed to a carrier\n\n- **Deflection Errors**: the number of errors associated with a deflection\n\n- **Miscellaneous Errors**: the number errors that are undefined\n\n- **Failed %**: the percentage of sessions that failed\n\n- **Failed Sessions by 30 minute Interval**: bar charts showing failed sessions\n by 30 minute intervals. Click a bar chart to display a menu, and then click a\n menu item to get additional information about failed sessions for that day.\n\n- **Total Sessions**: the number of sessions that were received\n\n- **Completed Chats**: the number of received sessions that were successfully\n handled\n\n- **Sessions Failure Breakdown**: a pie chart showing the sessions that have\n failed, by category.\n\nTables\n------\n\nThis dashboard contains the following metrics table. Hold the pointer over a\ntable heading to see its description.\n\n- **Historical**: displays all of the relevant information relative to the errors.\n\nFor more information, see [Use dashboards](/contact-center/ccai-platform/docs/dashboards-features)."]]
Open calendar to select start and end dates.
Update.