The Conversation Timestamps gives detailed information about what happened to Conversations and who was involved.
How data in the report is measured
The report is measured by the following:
Grouping
Grouped by Event.
Time Anchor
Data is time anchored using using 'Time of event' in the UI, which is when the Conversation event occurred or was recorded.
Metrics used for the Conversation Timestamps report
Review the definition of each metric and how it's used. These are fields you'll also see in the CSV download. These fields also correspond to data made available in the Events API.
Metric | Description | Comments |
|---|---|---|
Timestamp | Timestamp when the event was recorded. | This field is used for the date filter |
Event Type | Type of event that occurred. | Options include: • CONVERSATION/CREATED • CONVERSATION/CLOSED • CONVERSATION/REOPENED • CONVERSATION/TOPIC_ADDED • CONVERSATION/TOPIC_REMOVED • CONVERSATION_ASSIGNEE/UPDATEDNOTE/CREATED • CUSTOMER/MERGED |
Conversation ID | Gladly ID for the Conversation. | |
Customer ID | Gladly ID for the Customer. | For the CUSTOMER/MERGED event, this refers to the primary customer ID that remains. |
Initiator Type | Entity that performed the action. | Options include: • CUSTOMER • AGENT • AUTOMATION (Rules) • INTERNAL • EXTERNAL • APPLICATION (action performed via API), • SYSTEM (action by the Gladly system) |
Initiator ID | ID of the Agent, Rule, etc. that performed the action, where applicable. | |
Initiator Agent Name | Name of the Agent who performed the action, if applicable. | |
Assigned Inbox ID | ID of the Inbox where the Conversation is assigned before the event occurred. | |
Assigned Inbox Name | Name of the Inbox where the Conversation is assigned before the event occurred. | |
Assigned Agent ID | ID of the Agent who is assigned to the Conversation before the event occurred. | |
Assigned Agent Name | Name of the Agent who is assigned to the Conversation before the event occurred. | |
Topic ID | ID of the Topic added or removed. | |
Topic Name | Name of the Topic added or removed. | Note that Topic names reflect the current name associated with the Topic ID applied. |
Newly Assigned Inbox ID | ID of the Inbox that is assigned to the Conversation after the event occurred. | |
Newly Assigned Inbox Name | Name of the Inbox that is assigned to the Conversation after the event occurred. | |
Newly Assigned Agent ID | ID of the Agent who is assigned to the Conversation after the event occurred. | |
Newly Assigned Agent Name | Name of the Agent who is assigned to the Conversation after the event occurred. | |
Assignment Update Reason | Reason for the assigned Agent being updated. | |
Merged Customer ID | Gladly ID for the profile that was merged into another Customer Profile | |
Merged Conversation ID | Gladly ID for the Conversation from the merged Customer Profile, which was merged into another open Conversation. | Note - Conversations are only merged if there are open Conversations in both Customer Profiles. |
How the Conversation Timestamps report is filtered
Use these filters to modify the data in your report. You can learn more about filters here.
Date
When filtering by date, you will see any events recorded within that date range. This corresponds to the "Timestamp" field.