> For the complete documentation index, see [llms.txt](https://docs.cekat.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.cekat.ai/en/chat/new-analytics-session-based/session-analytics.md).

# Session Analytics

**Session Analytics** is the heart of **New Analytics**, using the *session* as its unit of measurement. Every metric that used to depend on *conversations* is now calculated from sessions that start with a new interaction, whether it's handled by AI or a human agent. The aim is to give you more relevant, easier-to-trace insight into how your system and support team are performing.

<figure><img src="https://3693109682-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FZNZlvyOVkZXyd3pz2Cql%2Fuploads%2FlbshPWhZ7J0zTpyQV4DO%2FScreenshot%202025-11-13%20at%204.36.42%E2%80%AFPM.png?alt=media&#x26;token=9bc898dc-9953-43ce-aa58-23fbc9eb3836" alt="" width="563"><figcaption></figcaption></figure>

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**1. First Customer Session**\
This chart shows the number of sessions that are a customer's first interaction with your business (Session 1). Sessions are counted automatically from when the feature was turned on, and only for new conversations. Older conversations that are still active aren't counted until they're *resolved* and the customer starts a new interaction. It makes it easy to track how many new customers started talking to you in a given period.

**2. Returning Customer Session**\
This chart shows the total follow-up sessions from customers who've talked to you before (Session 2 onwards). It lets you see new and returning customers side by side. Each session is counted based on that customer's interaction history.

**3. Session Source**\
This chart shows how sessions are spread across the platforms they came from, such as WhatsApp, Instagram, Messenger and Live Chat. It's shown as a *pie chart*, so you can quickly see where your customer service traffic comes from.

**4. Session Resolution Rate**\
This chart compares how many sessions were resolved by AI with how many were resolved by human agents. The ratio tells you how effective your AI is: whether it handles most interactions itself, or whether more still need an agent.

**5. Session Label**\
Shows the total number of labels added to sessions in the selected period. Each session can have one or more labels, such as "Interested customer", "Customer complaint" or any other category you've created to help with segmentation.

**6. Session Performance**\
This metric card shows the average duration of all sessions, from start to finish, whether handled by AI or an agent. It also shows the SLA In and SLA Out percentages, which tell you how many sessions were finished within your target time.

**7. Historical MAU**\
This chart shows the number of unique users (*Monthly Active Users*) active in the selected date range. Each user is counted only once per period, even if they started several sessions. It's useful for tracking growth in genuinely active users, not just session numbers.

**8. Session Status**\
This chart shows the number of sessions by their latest status, such as Open, Pending, Assigned and Resolved. It makes it easy to see how many sessions are still active, waiting to be handled or finished.

**9. Session List**\
This table lists every session in the selected period. Each row shows details such as the customer name, platform, inbox name, WhatsApp number, session number, status, handling agent, created time, time taken over by an agent, resolved time, time handled by AI, time handled by an agent, SLA status, and an action button to view the session's details.