Gladly AI Sessions Detail Report

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Gladly AI Sessions Detail Report (New)
On November 11, 2026, new versions of the Gladly AI Sessions Detail and Gladly AI Sessions Detail with Messages reports became available. You’ll find them under Reports > Gladly AI, marked (New). The previous versions have moved to the Sunsetting category in the Reports menu.
If you have saved views or scheduled exports that use the previous versions, switch them to the (New) versions to avoid any interruption.
The new versions add four fields – Engine, Was Dropped, Was Closed by Workflow, and Was Immediate Handoff – no AI – and use updated handoff categories and resolution logic. Because of this, handoff and resolution numbers may differ from the previous versions.

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.
Engine	Which version of Gladly AI handled the session: • Enhanced – the newest version of Gladly AI (Guides 3.0). • Legacy – the earlier version of Gladly AI (Guides 2.0). • No AI Turn – Gladly AI never ran during the session. This is common for phone calls. • Unknown – the version wasn't recorded for this session. See the note below.

Gladly began recording Engine on June 15, 2026, so every session created before that date shows 'Unknown’
A small number of Gladly AI sessions created before October 28, 2026 also show Unknown. Because of this, avoid comparing Engine results across date ranges that include June 15, 2026 – for example, comparing May to July will make it look like Enhanced and Legacy usage jumped when it didn't.

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 Gladly AI handed the session off to a team member. Doesn't include sessions that a Workflow sent to a team member before Gladly AI responded – see Was Immediate Handoff – no AI.
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.
Was Dropped	Whether Gladly AI stopped responding without handing the customer to a team member. This happens when Gladly AI never sent a message at all, or didn't reply to the customer's last message.
Was Closed by Workflow	Whether a Workflow closed the session at the end instead of handing the customer to a team member – for example, a Workflow that closes spam or messages received outside business hours.
Was Immediate Handoff – no AI	Whether a Workflow runs that send the Conversation straight to a team member before Gladly AI sent any message – for example, because the customer had already spoken with someone a few minutes earlier. Since Gladly AI never handled these sessions, they aren't counted as handed off, don't have a Handoff Category, and aren't included in resolution rate.

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. Use the Outcomes fields to see which one applies:

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.
Dropped: Gladly AI stopped responding without handing off – it either never replied or left the customer's last message unanswered.
Closed by Workflow: A Workflow closed the session (for example, spam or after-hours messages) instead of handing it off.
Immediate Handoff – no AI: A Workflow sent the conversation to a team member before Gladly AI said anything. These sessions aren't counted as handed off and aren't included in resolution rate.

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.

Find Conversations where Gladly AI stopped responding

Filter for sessions where Was Dropped is Yes, then use the Conversation Link to see where the Conversation stalled. Look for patterns, like a Guide that doesn't cover a common follow-up question.

Compare Enhanced and Legacy performance

Group sessions by Engine and compare Was Resolved and Was Handed Off for Enhanced and Legacy. Use date ranges on or after June 15, 2026 for accurate results.

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.