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.

Data for Sidekick-specific metrics that appear in this report will populate only if your team is leveraging Sidekick. Sidekick fields are only available in the v2 and v3 versions of the Conversation Export API. The Sidekick Channel Name field, which includes the names of Custom Channels that your organization has set up, is available in the V3 version of the API.

Metric	Description	Comments
Created At	Timestamp when the Conversation was created.	This is also the time anchor for the report.
Conversation ID	Gladly ID for the Conversation.
Customer ID	Gladly ID for the Customer.	Merged Customer Profiles don’t affect any reporting data before the merge. If there were two Customer Profiles at one point before a merge, this will show the history before the merge with two Customer IDs.
Conversation Link	Link to the Conversation.
Status	Status 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 - Current	ID of the Agent who is currently assigned.
Assigned Agent Name - Current	Name of the Agent who is currently assigned.
Inbox ID - Current	ID of the Inbox that is currently assigned.
Inbox Name - Current	Name of the Inbox that is currently assigned.
First Closed At	Timestamp when the Conversation was first closed.
Last Closed At	Timestamp when the Conversation was last closed.
Initiator Type - Created	Entity that created the Conversation.	Options include: • Agent • Application • Customer • System (action by the Gladly system)
Initiator Agent ID - Created	ID of the Agent who created the Conversation, if applicable.
Initiator Agent Name - Created	Name of the Agent that created the Conversation.
Inbox ID - Created	ID of the Inbox assigned when created.
Inbox Name - Created	Name of the Inbox assigned when created.	Remains blank unless the Agent initiated the Conversation.
Assigned Agent ID - Created	ID of the Agent who was assigned when created.
Assigned Agent Name - Created	Name of the Agent who was assigned when created.
Initiator Type - Last Closed	Entity that last closed the Conversation.	Options include: • Agent • Application (action performed via API) • Customer • System (action by the Gladly system)
Initiator Agent ID - Last Closed	ID of the Agent who last closed the Conversation, if applicable.
Initiator Agent Name - Last	Name of the Agent that last closed the Conversation.
Initiator Rule ID - Last Closed	ID of the Rule that last closed the Conversation, if applicable.
Inbox ID - Last Closed	ID of the Inbox assigned when last closed.
Inbox Name - Last Closed	Name of the Inbox assigned when last closed.
Assigned Agent ID - Last Closed	ID of the Agent who was assigned when last closed.
Assigned Agent Name - Last Closed	Name of the Agent who was assigned when last closed.
Topics	Comma-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 ID	Gladly ID of the first Contact in the Conversation.
First Channel	Channel of the first Contact.	ChatCustom ChannelEmailFB_MessengerInstagram_DirectPhone_CallSMSVoicemailWhatsapp
Second Channel	Channel of the second Contact.	Field will be null if there is only one Contact.ChatCustom ChannelEmailFB_MessengerInstagram_DirectPhone_CallSMSVoicemailWhatsapp
Third Channel	Channel of the third Contact.	Field will be null if there are fewer than three Contacts.ChatCustom ChannelEmailFacebook MessengerInstagram DirectPhone CallSMSVoicemailWhatsapp
Last Channel	Channel of the last Contact.
Created-to-First Closed Time	Duration of time from when the Conversation was created to when it was first closed.
Created-to-Last Closed Time	Duration of time from when the Conversation was created to when it was last closed.
Conversation Handle Time	Duration 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 Eligible	Whether the Conversation is eligible for First Contact Resolution.	Learn more detail about how FCR is calculated here.
FCR Success	Whether the conversation is considered a successful First Contact Resolution.	Learn more detail about how FCR is calculated here.
Merged Conversations	Comma-separated list of Conversations that the Conversation has been merged with.	Merged Customer Profiles don’t affect any reporting data before the merge. If there were two Customer Profiles at one point before a merge, this will show the history before the merge with two Customer IDs.
Count of Contacts	Count of the Contacts within a Conversation,
Count of Channels	Count of the unique channels within a Conversation
Count of Notes	Count of Notes added to a Conversation.
Count of Agents	Count 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 Assigned	Count 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 Rule	Count 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 Closed	Count of times the Conversation was closed.
Times Reopened	Count of times the Conversation was reopened.
Times Topic Added	Count of times a Topic was added to the Conversation.
Times Topic Removed	Count of times a Topic was removed from the Conversation
Payment Requests - Completed	Count of payment requests during the Conversation that ended as "Completed."
Payment Requests - Declined	Count of payment requests during the Conversation that ended as "Declined."
Payment Amount - Completed USD	Total amount of payments requested during the Conversation that ended as "Completed."	This metric only captures payment requests in US Dollars.
Payment Amount - Declined USD	Total amount of payments requested during the Conversation that ended as "Declined."	This metric only captures payment requests in US Dollars.
Sidekick Start Time	The time at which Sidekick first received the Conversation, before Sidekick acted.
Sidekick Resolved Time	When Sidekick resolved this Conversation, either Automated or No Response Auto Closed. This includes all Resolutions.	Note – Sidekick will wait for two hours after the Customer’s last reply before auto-closing an abandoned Conversation
Sidekick Assisted Handoff Time	When Sidekick handed off this Conversation. This includes all handoffs.
Sidekick Conversation Channel	The Channel Sidekick is evaluating or communicating within for this Conversation.
Billable Resolution (Y/N)	Whether this Conversation is counted as a Sidekick Resolution for billing purposes.	Note – This includes Conversations where Sidekick started to assist the Customer and then auto-closed the Conversation after the Customer stopped responding.
Assisted Handoff (Y/N)	Whether this Conversation was successfully handed off by Sidekick and is billable.
Sidekick Channel Name	The Channel Sidekick is evaluating or communicating in for this conversation, including Custom Channels.	Notes – Use this field instead of the Sidekick Channel field if you need information about Sidekick's activity on Custom Channels.

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:

Scenario	Columns
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 Channels	Filter 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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