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Important product naming update: Sidekick is now called Gladly (AI) and Gladly Hero (the Platform) is now Gladly Team. Please keep this in mind as you read through our documentation.
CSV reports are designed to return in seconds format (hh:mm:ss) because they are intended to be consumed by integrations and other programmatic tools. The "hh:mm” durations are for use in UI version of a report. There is no Gladly report that that would allow for the same data to be exported with "hh:mm" format.