--- title: "Gladly AI Sessions Detail Report" slug: "gladly-ai-sessions-detail-report" updated: 2026-05-21T16:19:45Z published: 2026-05-21T16:19:45Z canonical: "help.gladly.com/gladly-ai-sessions-detail-report" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.gladly.com/llms.txt > Use this file to discover all available pages before exploring further. # Gladly AI Sessions Detail Report | **REQUIRED USER ROLE** Administrator, Team Manager, or Analyst | **PERMISSION OVERVIEW** [View permissions by role](https://help.gladly.com/docs/managing-users-and-roles#roles-and-responsibilities) | | --- | --- | > [!NOTE] > "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 > [!TIP] > 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](https://help.gladly.com/docs/time-anchors) 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 1. Click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(1).svg) 2. Select **Reports**. 3. Under the **Gladly AI** category, select **Gladly AI Sessions Detail** or **Gladly AI Sessions Detail with Messages**. 4. Click **Run** to generate data, then download the CSV. *Contact* or *Contacts* (with a capital "C") is a *phone call* , *messaging session*, *email*, or *voicemail*. Contact(s) can be defined as an Inbound (started by the Customer) or Outbound (started by Agents) activity. A *Contact* can contain one or multiple messages (individual chat messages, SMSes, etc.) and is part of a Conversation. *Conversation* or *Conversations* (with a capital "C") provides a holistic view of Customer communications and interactions contained in the Conversation Timeline.