The Blitzz Usage Report provides a comprehensive overview of how your team and customers are using the Blitzz platform. This article outlines each column included in the report, along with a clear explanation and how the values are calculated. Use this guide to better interpret your session data and evaluate platform usage, agent performance, and customer engagement.
User Status Report Column Guide
| Metric (Column Name) | Description | Calculation Logic / Criteria |
|---|---|---|
| Domain Name | The organization or tenant that owns the user account. Often this is your company name. A user may be associated with multiple domains. | Pulled from account creation records; based on domain-level user assignment. |
| Registered User | A user who has fully registered and created an authenticated account (User ID/Email and password). | Count of users with valid login credentials and a verified account. |
| Active User | A registered user who has participated in at least one session during the selected reporting time frame. | Subset of Registered Users with session participation activity in the period. |
| Deactivated User | A registered user whose access has been disabled or removed. | Marked by admin status as "deactivated" in the platform's user management settings. |
| Invited User | A user who has received an invite to join the platform but has not yet completed the registration or signed in. | Identified by email invitations sent without corresponding login records. |
| Guest User | A non-registered user who accesses a session (e.g., ShowMe link) through an invitation. They do not have login credentials or a Blitzz account. | Sessions joined via public/guest links initiated by a Registered User, without authentication. |
Call Metrics Column Guide
| Metric (Column Name) | Description | Calculation Logic |
|---|---|---|
| Session Created At | Timestamp when the session was created or scheduled in the system. | Captured at the time the session is generated in the backend. |
| Session ID | Unique identifier for the session for tracking and referencing. | Auto-generated by Blitzz at session creation. |
| Ticket/Case Reference | External case ID, CRM ticket, or support request number linked to the session. | Manually entered or pulled via integration/API. |
| Agent Name | Name of the Blitzz agent who conducted the session. | Pulled from the agent's user profile. |
| Call Start Time | Timestamp when the first participant joined the live session. | Logged at the moment session becomes active. |
| Call End Time | Timestamp when the last participant exited the call. | Captured when the last participant disconnects the call. |
| Call Duration (HH:MM:SS) | Total active time the call lasted. | Call End Time – Call Start Time (in HH:MM:SS format). |
| Call Duration (Minutes) | Rounded call length used for usage or billing analysis. | Rounded-up version of Call Duration to nearest minute. |
| Agent Talk Time | Time the agent was actively engaged in the call. | Time between agent's join and leave, excluding wait periods. |
| Agent Wait Time Before Call | Time the agent waited before participants joined. | Agent Join Time – First Participant Join Time if agent joined early. |
| Images Captured | Number of images taken during the session by the agent or participants. | Count of media capture events during the session. |
| Number of Participants | Total number of participants in the session. | Count of unique participant join events, including agent. |
| Participant Device/Platform | Platform(s) used by participants to join the call (e.g., iOS, Chrome). | Detected from browser/app headers upon session join. |
| Agent Device/Platform | Platform used by the agent (e.g., Windows, Safari). | Logged from agent's device headers during session. |
| Invite Type | Method used by agent to send an invite (e.g., WhatsApp, SMS, link). | Tracked from the invite method at the time of creating a session. |
| Collaboration Profile | Collaboration Profile used at the time of creating the session (e.g., screen share, remote support). | Logged at the time of creating a session. |
| Session Recording (Yes/No) | Indicates whether the session was recorded. | Boolean flag — “Yes” if recording was activated at any point. |
| Department | The department or team the agent belongs to. | Defined in the agent's profile or user management settings. |
| Agent Role | The agent’s functional role (e.g., technician, CSR). | Mapped from agent user metadata. |
| Emp ID / Job Title / Lic # | Identifying or compliance-related information tied to the agent. | Pulled from user profile or admin-specified metadata. |
Tips for Managers
Use Call Duration and Call Minutes to understand platform engagement.
Agent Talk Time and Wait Time help measure efficiency and agent readiness.
Participant Platforms can offer insight into user behavior trends across devices.
Look at Collaboration Tools and Recording usage to assess how features are being adopted.
The Department and Role columns help filter data by teams or functions for better reporting.
If you’d like help generating a customized dashboard or exporting this report into a readable summary, reach out to your Blitzz success manager or contact support.