Gladly AI Sessions Detail Report

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"Sidekick" in Gladly AI reports
Some Gladly AI reports may use "Sidekick," the former name for Gladly AI, in certain data fields and report names.

The Gladly AI Sessions Detail report provides a row-by-row breakdown of every Gladly AI session across your organization. Use it to investigate individual session outcomes, understand why sessions were handed off to your team, and identify patterns that can improve your Gladly AI configuration.

Two versions of this report are available under Reports > Gladly AI:

Gladly AI Sessions Detail: session-level data without customer messages
Gladly AI Sessions Detail with Messages: includes full message history from the session

The "with Messages" version of report
The Gladly AI Sessions Detail with Messages Report version includes the full message content exchanged during each session, including both customer and Gladly AI messages, and may contain personally identifiable information (PII). Both versions are available as CSV downloads only; there is no embedded dashboard for this report.

How data in the report is measured

Grouping: Data is grouped by Session ID. Each row represents one Gladly AI session (a single Contact), not a full Conversation.
Time Anchor: Data is time anchored using the Created Date, the timestamp when the Gladly AI session began.

Fields in the Gladly AI Sessions Detail report

The following fields appear in the CSV download. Columns fill dynamically when information is available.

Identity

Field	Description
Session ID	Unique identifier for the Gladly AI session.
Customer ID	Gladly customer ID associated with this session.
Conversation ID	Gladly conversation ID associated with this session.

Session Details

Field	Description
Channel	The communication channel for this session (e.g., email, chat, SMS).
Gladly Agent	The name of the Gladly Agent (Guide Collection) that handled this session.
Guides Used	Comma-separated list of guide names used during this session.
Created Date	The date the session began. Also available grouped by week, month, quarter, or year.

Outcomes

Field	Description
Was Handed Off	Whether the session was handed off to a team member for any reason.
Was Resolved	Whether the customer's issue was fully resolved by Gladly AI without a handoff.
Was Recontacted Resolution - 24 Hours	Whether the customer created another session within 24 hours of this resolved session.
Was Responded To	Whether Gladly AI sent at least one response to the customer.

Handoff Details

Field	Description
Handoff Category	High-level category for why the session was handed off (e.g., `handoff_manual`, `handoff_qc`, `handoff_transfer_detector`).
Handoff Subcategory	Detailed subcategory for the handoff reason, including specific action names, Quality Check failure reasons, or transfer conditions.
Handoff Reason	Raw handoff reason text extracted from the session summary.
Transfer Rationale	The rationale from the transfer detector for why the session was handed off to a team member.

Links

Field	Description
Conversation Link	A clickable link to view the conversation in Gladly.

The Gladly AI Sessions Detail with Messages version includes one additional field:

Field	Description
Message History	The full message content exchanged during the session, including both customer and Gladly AI messages. This field may contain PII.

Understand session outcomes

Each session in the report reflects one of the following outcomes based on the Was Resolved, Was Handed Off, and Was Responded To fields:

Resolved: Gladly AI helped the customer without handing off to a team member.
Handed Off: Gladly AI transferred the session to a team member. See the Handoff Category and Handoff Subcategory fields for the reason.
No Response: Gladly AI did not send any response before handing off. These sessions are excluded from resolution rate calculations.

Example use cases

Investigate why sessions are being handed off

Use the Handoff Category and Handoff Subcategory fields to identify the most common reasons Gladly AI is handing off to your team. Look for patterns: if a high volume of sessions shows a handoff_transfer_detector category, review your Guide's "when to get help" conditions to determine whether they are configured appropriately.

Find resolved sessions with follow-up contacts

Filter the report to sessions where Was Resolved is true and Was Recontacted Resolution - 24 Hours is true. A high rate of recontact after resolution may indicate that Gladly AI is resolving sessions without fully addressing the customer's underlying issue. Use these findings to refine your Guide content and Quality Check configuration.

Review specific sessions in detail

Use the Conversation Link field to open any session directly in Gladly. This is useful when investigating a specific handoff reason or reviewing Gladly AI's responses in context.

Access the Gladly AI Sessions Detail report

Click
Select Reports.
Under the Gladly AI category, select Gladly AI Sessions Detail or Gladly AI Sessions Detail with Messages.
Click Run to generate data, then download the CSV.