Sessions

A session represents a conversation between an agent in an Artemis project and a user. The platform creates a session at the beginning of a conversation and uses it for each message exchange between the user and the agent. The session persists throughout the entire conversation, even as the user is transferred between agents. It stores the conversation context, maintains state across interactions, and remains active until it is closed.

Session Lifecycle

A session moves through the following set of states from creation to eventual archival.

Status	Meaning
`active`	Session in progress; agent is currently processing.
`idle`	Session in progress; waiting for user input.
`ended`	Session completed by user action, or an idle timeout fired after COMPLETE in the DSL (timeout is configurable per project per channel).
`completed`	Agent finished by calling COMPLETE.
`escalated`	Session transferred to a human.
`abandoned`	Session abandoned by the user after an idle period.
`failed`	Fatal execution error or a guardrail violation.
`archived`	Moved to cold storage after the retention period ends.

Session identification and metadata

Every session has a unique Session ID. Sessions are always scoped to a tenant and a project. To view sessions, go to Projects > Sessions.

Field	Description
Session ID	Unique identifier in the format `s-\<uuid>` (for example, s-193fdef8-xxxx-xxxx-xxxx-96020ced84d8).
Caller phone number	Filter by the phone number captured on the session. Enter a number to find every session for a specific caller.
Agent	The agent that the session is bound to.
Environment	The project environment where the session ran (for example, Development, Staging, or Production).
Channel	The communication channel used for the session, such as Web, Voice, WhatsApp, or Slack.
Created At	Date and time of session creation.
Trace events	Total number of trace events generated during the session.
Duration	Length of time for which the session was active.
Messages	Count of messages exchanged in the session
Cost	Estimated LLM cost in USD

Session details

Click a session row to open the detail panel. It lists the following details.

Engagement

Field	Description
Status	The current lifecycle state of the session (for example, Active).
Disposition	The outcome/resolution state assigned to the session (for example, Pending).
Engaged time	Total duration the user was actively engaged with the agent during the session.
Segments	Number of distinct conversational segments within the session.
Escalated to human	Whether the session was transferred to a human agent (Yes/No).
Workflow suspension	Whether the session’s workflow was suspended mid-execution (Yes/No).
First interaction	Timestamp of the first user interaction in the session.
Last interaction	Timestamp of the most recent interaction (user or agent) in the session.
Last user activity	Timestamp of the most recent user-originated activity in the session.

Overview

It summarizes session metadata, timing, and connection-timeout behavior.

Section	Field	Description
Session Overview	Agent	The agent that handled the session.
	Session	Unique identifier for the session, in the format `s-<uuid>`.
	Messages	Total number of messages exchanged between the user and the agent during the session.
	Trace Events	Total number of trace events generated during the session. This value indicates the amount of execution activity captured for debugging and analysis.
	Connection	Current connection status of the session (for example, `Connected` or `Disconnected`).
Timestamps	Started	Date and time when the session started.
	Finished	Date and time when the session ended.
Models Used	Model	The AI model used during the session. If multiple models are used, each model is listed.
Token Breakdown	Tokens In	Total number of input tokens sent to the model during the session.
	Tokens Out	Total number of output tokens generated by the model during the session.
	Total Tokens	Combined number of input and output tokens consumed during the session.
	Cache Read	Number of tokens served from the model cache instead of being processed again.
	LLM Calls	Total number of Large Language Model (LLM) invocations made during the session.
	Cost	Estimated LLM usage cost for the session, expressed in USD.
Timeout Diagnostics	Browser idle	Maximum period the Studio client (browser) can remain inactive before the user is automatically logged out.
	Access token TTL	Maximum lifetime of the Studio access token before it expires and must be refreshed or reissued.
	Runtime idle	Time before conversation/runtime session terminates due to no user messages
	Runtime max age	Maximum lifetime of a runtime session, regardless of activity. After this period, the runtime is restarted or replaced.
Model Resolution	Model resolution	Displays model-resolution information for the session, when available.

Traces

The Traces tab shows a chronological, step-by-step execution log of what the agent did during the session - decisions made, tools called, memory changes, and the final response. Trace summary header

Field	Description
Trace ID	Short identifier for this trace (for example,`#b2f1e372`).
Status	Overall trace outcome (for example, `Completed`).
Interactions	Number of interactions in this trace.
Agents	Number of agents involved in this trace.
LLM calls	Number of LLM calls made during this trace.
Tool calls	Number of tool calls made during this trace.
Duration	Total execution time for the trace (for example, `32ms`).
Guardrails	Guardrail policy status for this trace (for example, `no active policy`).

The rest of the Traces tab renders as a single collapsible timeline for the trace, with one row per agent step and a chronological sequence of colored event cards within each step.

Errors

Lists errors or warnings recorded in the session.

Data

This tab shows the field collection status from the agent’s gather flow and data in the session context.

Voice

The Voice tab only appears for voice-channel sessions. Use it to investigate call quality, latency, speech performance, network conditions, and call termination details.

Card	Field	Description
Call Overview	Duration	Total call duration (for example, 39s).
	Turns	Number of conversational turns in the call.
	Caller	Unique identifier for the caller.
	Disconnect	Who/what ended the call and the disconnect code.
	Avg E2E	Average end-to-end response latency.
	Barge-ins	Count and rate of barge-in events (user interrupting the agent) — for example, 2 (100% of turns).
	DTMF Input	Count of DTMF (keypad) inputs received.
	Containment	Whether the call was resolved without escalation (for example, Contained / “AI resolved”).
	Call Phase	The call phase when this data was captured (for example, Greeting), with the responsible agent noted.
Gateway ⇄ Runtime Verbs	Event count
Network Quality (MOS)	Inbound (Caller → Platform)
	Outbound (Platform → Caller)
SIP Ladder	Reveal control
TTS Quality	Combined MOS	Combined TTS quality score, blending application and network metrics.
	Proxy MOS	Application-level quality score (“App-level quality”).
	Network MOS	Network-level quality score, from RTCP data.
	Avg TTFB	Average time-to-first-byte for TTS responses.
Barge-in Events	Total	Total number of barge-in events.
	Rate	Barge-in rate as a percentage of turns.
	Turns	Number of turns with a barge-in.
	Event Details	Per-turn breakdown (for example, “Turn 1 — SPEECH — Agent spoke 0.7s before interrupt”).
Call Activity	Activity bar	Visual breakdown of call time by Agent / User / Processing / Dead Air percentages.
	Agent Speaking	Time and percentage the agent was speaking.
	User Speaking	Time and percentage the user was speaking.
	Silence	Total silence duration and percentage of call.
	Call Duration	Total call duration (repeated from Call Overview).
	Silence Breakdown	Splits silence into categories (for example, “Processing (E2E — LLM think time)” vs. “Dead Air — waiting gaps”).
Speech (realtime)	Provider	The real-time speech-to-speech model provider (for example, Google). Note: shown only because this agent uses a realtime speech-to-speech model, which has no separate STT/TTS stages — these are turn-level metrics from the provider.
	Turns	Number of turns measured.
	Avg turn latency	Average latency per turn. Shows — when unavailable.
	Barge-ins	Barge-in count (repeated from Call Overview/Barge-in Events).
Call Termination	Disconnect By	Which party ended the call (for example, platform).
	SIP Method	SIP method used to terminate (for example, BYE).
	SIP Status	SIP status code (for example, 200).
	Reason	Termination reason string (for example, BYE → 200).
	Homer Data	Availability of Homer (SIP capture tool) data for this call (for example, Available).

IR

The IR tab shows the compiled definition of the agent that produced this session. This information represents the deployed agent definition, not the runtime state captured in the session.

Sub-tab	Content
ABL Source	The raw ABL source code defining the agent, as authored.
IR JSON	Compiled version of the source.
Test Context	This sub-tab lets you construct a test scenario to launch a new session against this agent’s current definition, pre-loaded with specific starting conditions. Use it to reproduce or probe agent behavior.

Performance

The Performance tab shows model- and tool-invocation-level performance data for the session. LLM & Tools: Summarizes every LLM call and tool call made during the session. Expand each event to view the payload. Logs: Shows a raw, timestamped execution log for the session - a flat, chronological stream of system-level events.

Call recording

Use the Call Recording to review completed voice conversations. It helps you verify what was said during a call, correlate the audio with the conversation and execution traces, investigate issues, and download recordings for offline review when available. To view or play a recording, the following conditions must be met:

Call recording must be enabled for the project. Learn how to enable recordings for a project.
You must have the View Recordings permission to view, play, and download the recordings. By default, this permission is granted to all system roles.

Recording Details

Field	Description
Recording ID	Unique identifier for the call recording.
Duration	Total length of the recording.
File size	Size of the recording file.
Status	Current recording state.
Retention	Date and time until which the recording is retained.
Refresh	Refreshes the recording status if processing is still in progress.
Download	Downloads the recording when it is available. You can download only after the Playback and delivery status is **completed.

Recording States

State	Description
Pending	The call has ended, and the recording is queued for processing.
Fetching	The recording is currently being collected and processed.
Completed	The recording is available for playback and download.
Failed	The recording could not be collected or processed.
Deleted	The recording has been permanently removed. Only the recording entry remains for historical reference.

Recording processing typically completes within a few minutes, but can take up to 15 minutes for longer recordings. Use Refresh to check the latest status.

The waveform visually represents the conversation.
- Green bars represent the caller audio.
- Purple bars represent the agent audio.
The Synced to indicator shows the conversation timestamp that corresponds to the current playback position.
- Use Open conversation to navigate directly to the matching message in the Conversation tab.
- Use Open traces to jump to the corresponding point in the Traces tab.

Play a recording

Click Play to start playback. The recording loads on the first play request, so initial playback may take a few moments.

Download a recording

Click Download to save the recording locally. The Download button is available only when the recording status is Completed.

Recording retention period

Completed recordings are retained until the Retention date shown in the Call Recording panel. When the retention period expires:

The recording is permanently deleted.
The recording entry remains in the session history, but its status changes to Deleted.
Deletion runs as a scheduled process, so recordings may remain available for up to one hour after the displayed retention time before they are removed.

A project admin or owner can update the Retention Period in Project Settings.

Use call recording

Use call recordings to investigate issues with a voice call.

Listen to the recording.
Jump to the corresponding conversation.
Open the trace at the same timestamp.
Review Performance for slow model or tool calls.
Inspect Voice telemetry for latency or network issues.

Compliance considerations for recordings

Tell the caller yourself. The platform doesn’t play a “this call is recorded” announcement or show the caller a recording indicator. If your region requires consent or a notice, add it to your agent’s opening prompt.
Storage location. Recordings are stored in the storage configured for your workspace. Use your own storage account if the audio must stay in a specific region.

Troubleshoot if recording doesn’t start

Check these in order - the first “no” is usually the cause.

Does Workspace Settings show the Call Recording section? If not, contact support team to add the feature to your workspace.
Is the workspace-level switch turned on and saved? If not, ask your account admin to enable it.
Does the project Settings menu show Recording? If not, the workspace switch is off.
Is Enable call recording on for the project, and did you click Save changes?
Was the call started after you saved the setting? Recording only applies to new calls.
Did you wait about 15 minutes and click Refresh?

If you’ve verified all six checks and the recording is still unavailable, contact the support team and provide the environment details, project name, session ID, and the approximate call date and time.

Turn recording off

Goal	Action	Effect
Stop recording new calls in one project	Turn off Enable call recording in project Settings → Recording	New calls aren’t recorded. Existing recordings stay and remain playable.
Hide recording across the whole workspace	Turn off the workspace-level Call Recording switch	Recording settings and audio are hidden in every project. Nothing is deleted.
Remove the feature completely	Contact support team	Every recording surface disappears.

API access

Session details are also available via APIs. See session APIs.

Session Closure

Closing a session finalizes the conversation and is essential for platform operations.

What happens when a session closes

When a session closes, regardless of how it is closed, the platform performs the following lifecycle operations:

Persists any pending conversation data.
Records the session disposition and final status.
Publishes a session completion event for downstream services.
Finalizes billing metrics. A session is the billable unit. Session duration and engaged time are calculated when the session closes.
Finalizes reporting metrics. The session disposition and status fields are used to derive reporting metrics such as containment, resolution, and abandonment rates.
Releases session resources associated with the conversation.

Closing a session

A session can be closed by the agent, automatically by the platform, or when a conversation is transferred to another system. Whenever a session is closed, the platform records the following fields for the session:

disposition — why the conversation ended.
status — current state of the session.

The disposition field can have the following values. The status is automatically derived from the disposition.

Disposition	Meaning	Status
`completed`	The conversation reached its natural end	`completed`
`abandoned`	The user walked away	`abandoned`
`agent_hangup`	The agent side dropped the conversation	`abandoned`
`transferred`	Handed to a human or another system	`escalated`
`failed`	Ended because of a system failure	`abandoned`
`timeout`	Closed automatically after inactivity	`ended`
`unengaged`	Opened but the user never really engaged	`ended`

Closing from agent DSL

The most common way to end a session is for the agent to determine that the conversation is complete. You define the completion conditions in the agent using the COMPLETE: block. When one of the conditions is met, the agent sends the configured final response and closes the session with the disposition and status as completed.

COMPLETE:
  WHEN: issue_resolved == true
    RESPOND: "Glad I could help. Have a great day!"

  WHEN: intent contains "bye"
    RESPOND: "Thanks for contacting us. Goodbye!"

In a multi-agent workflow, place the COMPLETE block in the agent that owns the conversation. If a COMPLETE executes in a child agent that is designed to return control to its parent, it completes only that child agent’s work and returns to the parent. It does not end the overall conversation. To end the conversation, define the COMPLETE block in the supervisor agent or in a dedicated closing agent that does not return.
Conditions are evaluated in the order they are defined. The first matching condition is applied.
The final response is delivered to the user before the session closes.
The session is closed with the disposition and status as completed.

Note that When TERMINAL: false is specified in a COMPLETE block, the current interaction ends, but the session remains active. The response is sent to the user, and their next message starts a new interaction within the same session. Learn More.

Automatic session closure

The platform automatically closes sessions when they exceed configured inactivity or configured session lifetime limits, or when channel-specific events indicate that the conversation has ended. The platform can automatically close a session when it exceeds either of the following limits:

Idle timeout: The maximum period of user inactivity before the session is closed.
Maximum session age: The maximum lifetime of a session, regardless of activity.

When a session is closed because of either limit, it is recorded with the timeout disposition and the ended status. For asynchronous messaging channels such as WhatsApp, SMS, and email, a session may remain active across long periods of inactivity. The platform does not split these conversations into multiple sessions. Instead, it internally tracks active engagement periods or engagement segments for billing and reporting while maintaining a single session.

The recorded end time reflects when the session actually became inactive, not when the timeout was detected.
The default values of the idle timeout and max age vary by plan.

For SDK channels, sessions closed because of inactivity are recorded with terminal_source: sdk_idle_timeout and the timeout disposition. Sessions explicitly ended by the application or the user are recorded with terminal_source: sdk_end_session and the completed disposition. Use these fields in the Query builder in Analytics explorer to build queries that :

Identify sessions that timed out because users became inactive.
Distinguish application-initiated session closures from inactivity timeouts.
Measure SDK session abandonment and user completion trends.

Sessions and agent transfers

When a conversation is transferred to a human agent or another external system, the session disposition is set to ‘transferred and status is set to 'escalated. The session lifecycle after the external system completes the conversation on their end depends on the routing configuration.

When Post-Agent Action is set to End Conversation, the session is terminated and the disposition depends on the end reason the contact centre sends:

End reason sent	Disposition	Status
`transferred`	`transferred`	`escalated`
`completed` / `agent_completed` / `conversation_complete`	`completed`	`completed`
`abandoned` / `user_left` / `user_exit`	`abandoned`	`abandoned`
`agent_hangup`	`agent_hangup`	`abandoned`
`failed` / `error`	`failed`	`abandoned`
Missing or unrecognized value	`completed`	`completed`

Post-agent action is Return to bot. The conversation session is not closed. It remains active and no final disposition is recorded.

Transfer metadata is written onto the session.
The status changes from escalated back to active.
The bot resumes handling messages as usual. The session is closed later when the conversation ends through the agent, automatic timeout, or another transfer that terminates the conversation.

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Analytics and insights

References

Session Lifecycle

Session identification and metadata

Session details

Engagement

Overview

Traces

Errors

Data

Voice

IR

Performance

Call recording

Play a recording

Download a recording

Recording retention period

Use call recording

Compliance considerations for recordings

Troubleshoot if recording doesn’t start

Turn recording off

API access

Session Closure

What happens when a session closes

Closing a session

Closing from agent DSL

Automatic session closure

Sessions and agent transfers

​Session Lifecycle

​Session identification and metadata

​Session details

​Engagement

​Overview

​Traces

​Errors

​Data

​Voice

​IR

​Performance

​Call recording

​Play a recording

​Download a recording

​Recording retention period

​Use call recording

​Compliance considerations for recordings

​Troubleshoot if recording doesn’t start

​Turn recording off

​API access

​Session Closure

​What happens when a session closes

​Closing a session

​Closing from agent DSL

​Automatic session closure

​Sessions and agent transfers

Session Lifecycle

Session identification and metadata

Session details

Engagement

Overview

Traces

Errors

Data

Voice

IR

Performance

Call recording

Play a recording

Download a recording

Recording retention period

Use call recording

Compliance considerations for recordings

Troubleshoot if recording doesn’t start

Turn recording off

API access

Session Closure

What happens when a session closes

Closing a session

Closing from agent DSL

Automatic session closure

Sessions and agent transfers