Sessions
A session is a single interaction with a person. Multiple sessions can occur during a phone call. For example:
- Call connects to a IVR session
- Call transfers to a Call Center session
- Call transfers to a second agent (a separate Call Center session)
- At the end of the call, a Post Call session occurs
Session classification
Sessions are classified as:
- Online: Interactive sessions with the end customer (person)
- Offline: The activities of an application, system administrator, or fraud analyst (when the person is no longer connected)
Types of sessions
The following table describes different types of sessions:
| Session | Description |
|---|---|
| Call center session | Online. Customer connections to a call center. |
| IVR session | Online. Customer connections to a self-service Interactive Voice Response system. |
| Digital session | Online. A mobile or web application calls the Gatekeeper API. |
| Fraud analyst session | Offline forensic activities on previously collected data. |
| Administrator session | Offline activities for operational purposes. |
| Batch media processing session | Offline processing executed through the Gatekeeper API. |
| Web session | Offline connections by authorized users. For example, using Gatekeeper to enroll, verify, or detect known fraudsters. |
| Post-call workflow session | Offline processing that occurs after a telephone call. Typically a sequence of these operations: detect known fraudster, near-term adaptation, and redaction. |
| Pre-call workflow session | Offline processing through the ProcessPreAnswer API that occurs before a telephone call. |
For more information, refer to the SessionType API.