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Mobile Session reporting: how does this work?

Knowledge Article Number 000002917

The mobile session report is a tool that can provide relative usage data and general usage based on a user or set of users interacting with the SF Classic application. The report is not intended to provide low level usage such as i.e. how many accounts were opened or what exactly did the mobile user "do" from the device.

Please see: Salesforce Classic Usage Data in Custom Report Types

NOTE: The mobile session report does provide access to a field called "Duration".  This field is based on minutes of logged in via mobile device. The Duration value is calculation can be complex and a high-level description  is described below.

Resolution ****NOTE - The Manage Mobile Configurations permission is required to run a Mobile Session report.

Mobile Session reporting is currently implemented on BB, iOS and Android clients.

Definition of Session on Mobile device

Salesforce Mobile an arbitrary session concept. The duration of the session is of X mins, and it's defined as in the following:
  • the session ends for explicit user logout/lockout (or reboot (not on iPhone)) or for inactivity defined as:
    • Salesforce Mobile is in background (or not running for iPad/iPhone) for X mins, or
    • in foreground and the device is idle for X mins
  • the session starts
    • on a login after logout or reboot, or
    • when the app moves from background to foreground (or is run on iPhone) and the session is NOT started (and password is typed if required), or
    • when user starts using the app again after X mins of inactivity with the app in foreground (and password is typed if required)
The chosen value for X is 20mins.

The “objective” of mobile sessions reporting is to track when the user starts using the app again after X mins of inactivity (X hard-coded by Salesforce and not the admin) regardless the value of the lockout timer, which can be for example 24hrs, 10mins or 0 (no lockout)).

NOTESessions are not necessarily bound with Logins and Unlocks. A user can unlock the application without necessarily starting a new session, if the lockout timer is small and the session hasn't ended. Sessions are a tracking mechanism for us, not for the customer, and the parameters of a session must be applied evenly to all users, regardless of user- or org-specific settings (i.e. application lockout time).

Example: for purposes of strict time management, will demo based on BB device.
User activates mCRM and beings a new session. The session duration will be 20 minutes. The user stops using the mCRM client and changes focus. 15 minutes later, the User once again opens mCRM app and opens a new record or tab (app needs to track an action). Based on the refreshed use of the app, the session timer now appends 20 mins against the previously counted 15. This now means that this current session has been extended to 15+20=35 minutes.

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