Theme
Active Conversations
The Active Conversations view displays all assist sessions that are currently in progress. Use it to understand workload distribution and identify sessions that may need attention.
Active conversations list showing agent name, conversation ID, status, duration, RAG queries, and last activity columns
Session List
Each active session is displayed as a row with the following details:
| Column | Description |
|---|---|
| Agent Name | The agent receiving assist suggestions, as reported by the CCaaS connector. |
| Conversation ID | Unique identifier for the conversation. |
| Status | Current session state (e.g., Active, Idle, Pending). |
| Duration | Elapsed time since the session started. |
| RAG Queries | Number of RAG queries triggered during this session. |
| Last Activity | Timestamp of the most recent event in the session. |
Real-Time Status
Session data updates in real time via WebSocket. When a new session starts, it appears in the list automatically. When a session ends, it is removed after a short delay.
Status indicators:
- Active -- The agent is engaged in conversation and receiving suggestions.
- Idle -- No events received for the session in the last 60 seconds.
- Pending -- The session is initializing and waiting for the first event.
TIP
Click on any session row to open the conversation detail view, where you can see the full event timeline and suggestion history.
Filtering and Sorting
You can filter the session list by agent name or status. Sort by any column header to reorder the list -- for example, sort by duration to find the longest-running sessions.
WARNING
Active conversation data is ephemeral. Once a session ends, it moves to the Conversations history section and is no longer visible here.