Conversation Export
  • 15 Nov 2022
  • 5 Minutes To Read
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Conversation Export

  • PDF

Conversation Export gives you detailed information about individual Conversation. Use this information to dig into underlying data and run your own analysis.

How Data in the report is measured

The report is measured by the following:

Grouping

  • Grouped by Conversation.

Time Anchor

  • Data is time anchored using the 'Conversation Created At' event.

Metrics used for the Conversation Export

Review the definition of each metric and how it's used to calculate data. These are fields you'll see in the CSV download. The columns in the report fill dynamically when the information is available and may change as the Conversations are updated. 

MetricDescriptionComments
Created AtTimestamp when the Conversation was created.This is also the time anchor for the report.
Conversation IDGladly ID for the Conversation.
Customer IDGladly ID for the Customer.
Conversation LinkLink to the Conversation.
StatusStatus of the Conversation.Options include:
  • CLOSED – the Conversation is Closed
  • OPEN – the Conversation is not Closed
  • MERGED – the Conversation no longer exists because it was merged into another Conversation
Assigned Agent ID - CurrentID of the Agent who is currently assigned.
Assigned Agent Name - CurrentName of the Agent who is currently assigned.
Inbox ID - CurrentID of the Inbox that is currently assigned.
Inbox Name - CurrentName of the Inbox that is currently assigned.
First Closed AtTimestamp when the Conversation was first closed.
Last Closed AtTimestamp when the Conversation was last closed.
Initiator Type - CreatedEntity that created the Conversation.
Initiator Agent ID - CreatedID of the Agent who created the Conversation, if applicable.
Initiator Agent Name - CreatedName of the Agent that created the Conversation.
Inbox ID - CreatedID of the Inbox assigned when created.
Inbox Name - CreatedName of the Inbox assigned when created.Remains blank unless the Agent initiated the Conversation.
Assigned Agent ID - CreatedID of the Agent who was assigned when created.
Assigned Agent Name - CreatedName of the Agent who was assigned when created.
Initiator Type - Last ClosedEntity that last closed the Conversation.Options include: CUSTOMER, AGENT, AUTOMATION (Rules), INTERNAL, EXTERNAL, APPLICATION (action performed via API), SYSTEM (action by the Gladly system)
Initiator Agent ID - Last ClosedID of the Agent who last closed the Conversation, if applicable.
Initiator Agent Name - Last ClosedName of the Agent that last closed the Conversation.
Initiator Rule ID - Last ClosedID of the Rule that last closed the Conversation, if applicable.
Inbox ID - Last ClosedID of the Inbox assigned when last closed.
Inbox Name - Last ClosedName of the Inbox assigned when last closed.
Assigned Agent ID - Last ClosedID of the Agent who was assigned when last closed.
Assigned Agent Name - Last ClosedName of the Agent who was assigned when last closed.
TopicsComma-separated list of Topics currently applied to the Conversation.Note that Topic names reflect the current name associated with the Topic ID applied.
Topics with Hierarchy
Comma-separated list of Topics, with their Hierarchy, currently applied to the Conversation.Note that Topic names and hierarchies reflect the current name and hierarchy associated with the Topic ID applied. The naming and structure may have changed since the Topic was initially applied.
First Contact IDGladly ID of the first Contact in the Conversation.
First ChannelChannel of the first Contact.
Second ChannelChannel of the second Contact.Field will be null if there is only one Contact.
Third ChannelChannel of the third Contact.Field will be null if there are fewer than 3 Contacts.
Last ChannelChannel of the last Contact.
Created-to-First Closed TimeDuration of time from when the Conversation was created to when it was first closed.
Created-to-Last Closed TimeDuration of time from when the Conversation was created to when it was last closed.
Conversation Handle TimeDuration of time spent by any Agent on the Customer profile while the Conversation is open.Learn more detail about how Handle Time is calculated here.
FCR EligibleWhether the Conversation is eligible for First Contact Resolution.Learn more detail about how FCR is calculated here.
FCR SuccessWhether the conversation is considered a successful First Contact Resolution.Learn more detail about how FCR is calculated here.
Merged ConversationsComma-separated list of Conversations that the Conversation has been merged with.
Count of ContactsCount of the Contacts within a Conversation,
Count of ChannelsCount of the unique channels within a Conversation,
Count of NotesCount of notes on the Conversation,
Count of Agents AssignedCount of Agents assigned to work on the Conversation, including the Agent initially assigned where applicable.If the Conversation is assigned from Agent A to Agent B, then back to Agent A, that will count as 3 Agents assigned
Count of Inboxes AssignedCount of inboxes the Conversation was assigned to, including the initially assigned Inbox.If the Conversation is moved from Inbox A to Inbox B, then back to Inbox A, that will count as 3 Inboxes assigned
Times Agent Unassigned by RuleCount of times an Agent was unassigned from the Conversation (when the Conversation was reassigned to the Inbox to be re-routed) by a Rule.
Times ClosedCount of times the Conversation was closed.
Times ReopenedCount of times the Conversation was reopened.
Times Topic AddedCount of times a Topic was added to the Conversation.
Times Topic RemovedCount of times a Topic was removed from the Conversation
Payment Requests - CompletedCount of payment requests during the Conversation that ended as “Completed.”
Payment Requests - DeclinedCount of payment requests during the Conversation that ended as “Declined.”
Payment Amount - Completed USDTotal amount of payments requested during the Conversation that ended as “Completed.”This metric only captures payment requests in US Dollars.
Payment Amount - Declined USDTotal amount of payments requested during the Conversation that ended as “Declined.”This metric only captures payment requests in US Dollars.

Note – For metrics that are durations of time, the report in the UI will show time in d:hh:mm:ss (Days, Hours, Minutes, Seconds) format, while the downloaded CSV will show time in raw Seconds.

How the Conversation Export report is filtered

Use these filters to modify the data in your report. Using a combination of filters will also provide more targeted results. You can learn more about filters here.

Date

  • The date filter will correspond to the created timestamp.

Inbox

  • When filtering by inbox, you will see all the Conversations created in that inbox. For example, if you a Conversation was created in Inbox A and later moved to Inbox B - it would not appear in a report filtered by Inbox B. 

How to use the Conversation Export report

Conversation Export report can provide multiple data points based on how you slice and dice the data. Below are a couple of examples:

ScenarioColumns
Look into Conversations that are frequently reassigned.
  • Filter on Conversations that have a high number in either "Count of Inboxes Assigned" or "Count of Agents Assigned."
  • Look for correlations like "Topics", high "Conversation Handle Time", high "Count of Contacts", or other factors.
Look for trends in the movement between ChannelsFilter on Conversations with a specific "First Channel" and look for patterns in the "Second Channel", "Third Channel", and "Last Channel" fields.
Identify particularly complex Topics
  • Filter on the "Topics" column, or filter for a set of Topics by filtering for a word or string in the “Topics with Hierarchy” column.
  • Look for correlations with other columns such as "FCR Success", "Conversation Handle Time", "Count of Inboxes Assigned", "Times Reopened", or other factors.
Look for patterns in revenue-generating Conversations
  • Filter on the "Payment Requests - Completed" or "Payment Amount - Completed USD" column, depending on whether you want to see any payments, or only payments totaling a certain amount.
  • Look into patterns that may emerge across a range of factors, like "Count of Channels", "Conversation Handle Time", "Topics", and others.

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