Can I export my data to Excel? – Conversation24

Go to the Chats tab -> select ‘Exports’

You can export generated data throughout downloadable files, collectible in the ‘Exports’ section. All the available reports are downloadable in the CSV (comma separated values) format.

There are various types of reports available. All this data enables you to audit and evaluate your agents’ performances. You can visualize and download the following reports:

Agent activity
Agent performance
Agents
Conversations
Automatic invites
Hosts
Traffic
Slots

Agent activity

This report provides information regarding the duration of operators' availability. In addition to that, you can use this report to determine which users were online during a specific time frame.

chatcampaign_id	It is the static data that displays the unique ID of the Chat Campaign
agent_id	It is the static data that displays the unique agent's ID
time_start	It is the time of the beginning agent's state
time_end	It is the time of the ending agent's state
state	Agent's state (Online/Offline)
duration_secs	Duration of the agent's state in seconds
account_id	It is the static data that displays the unique ID of the account which is related to the visitor's website
activity_id	It is the static data that displays the unique ID of the agent's activity. The activity_id is a random unique value generated for every change online/offline

Agent performance

This report classifies the behavior of agents depending on the following three categories:

Breaks: Number of pauses made by an operator during his work shift.
Ignored: Number of chats engaged by agents, ignored by the interlocutor.
Abandoned: Number of chats engaged by a visitor, ignored by the operator.

Moreover, the agent performance per campaign gives you additional information regarding the following indicators:

Chat duration
Time of first response
Duration of an online status
Duration of an offline status

chatcampaign_id	It is the static data that displays the unique ID of the Chat Campaign
agent_id	It is the static data that displays the unique agent's ID
workshift_id	It shows the session during which the agent was logged in
account_id	It is the static data that displays the unique ID of the account which is related to the visitor's website
chatcampaign_name	It displays a Chat campaign name.
workshift_start	It is the time shown when the agent's work shift starts
workshift_end	It shows the time when the agent's work shift ends
num_chats	Total number of chats that agent received during the work shift in this chat campaign (includes all manually transferred and auto-forwarded chats, counts every time on every chat receiving)
num_breaks	Number of times an agent went offline during the work shift for a given business case
num_ignored	Number of chats without a message from the visitor during the work shift for a given business case
num_abandoned	Number of chats without a message from the agent during the session for given preset
avg_concurrency	It is the average amount of concurrent chats during the work shift for the given preset
first_response_duration	It is the total time during which an agent did not yet reply on any of the current chats
open_duration	It is the total time in seconds during which any of the chats was open
closed_duration	It is the total time in seconds during which any of the chats was closed or offline
online_duration	It is the time when the agent was online during the current work shift
offline_duration	It is the time when the agent was offline during the current work shift
available_duration	It is the total time when the agent was available and with space enough
idle_duration	It is the total time the agent was idle, without chats
session_duration	It is the total duration of the agent's session
survey_num_good	Numbers of time when good survey face/thumb was clicked
survey_num_bad	Numbers of time when bad survey face/thumb was clicked
survey_num_moderate	Numbers of time when moderate survey face was clicked

Agents

Agents report gives you a quick overview of all your agents. It is the static report, where you can see a list of agents that are in the system with all data about the agents: agent’s ID, username, first name, last name, email, account id. Also, you have an opportunity to see which agent was deleted.

id	It is the static data that displays the unique agent's ID
username	It is the agent's username (without account postfix)
firstname	It is the agent's name
lastname	It is the agent's last name
email	It is the agent's email
account_id	It is the static data that displays the unique ID of the account which is related to the visitor's website
disabled	It shows deleted agents (o - an agent is active, 1 - agent was deleted)

Conversations

This report assists a user in the analysis of the discussions engaged through the chats. By this means, you are able to obtain values concerning the following subjects.

Amount of chats generated
Data on the agent’s behavior (duration for answering; duration of conversations; duration of the agent’s activities…)
Data on the visitor's behavior (location of an interacting visitor; mean used to engage a conversation; satisfaction reviews…)

chatcampaign_id	It is the static data that displays the unique ID of the Chat Campaign
conversation_start	It is the time when the chat session is created. Conversation24 considers a chat to be started when a visitor clicks a button or invite, there is an available agent to connect, and chat is established between them.
session_id	It is the data that displays the unique ID of the Session. Conversation24 defines a session as the space of time a visitor interacts with the website. It ends when an interaction is over (survey/chat is finished) or when a visitor leaves the page for more than 30 minutes.
assigned_agent_id	It is the data that displays the unique agent's ID, who is the first received a chat
assigned_agent_account_id	It is the data that displays the account ID of the related Agent, who received the chat first
assigned_agent_account_name	It is the data that displays the account name of the related Agent, who received the chat first
last_agent_id	It is the static data that displays the unique agent's ID, who is the last received a chat
last_agent_account_id	It is the data that displays the account ID of the related Agent, who received the chat last
last_agent_account_name	It is the data that displays the account name of the related Agent, who received the chat last
visitor_id	It is the static data that displays the unique ID of the visitor's website
account_id	It is the static data that displays the unique ID of the account which is related to the visitor's website (primary account)
host_id	It is the static data that displays the unique ID of the host (website) where the conversation was initiated
num_messages	Quantity of messages that were in the chat (including opening/closing text if they are set)
duration_total_secs	The total duration from the session is created until the chat is over by the agent.
duration_conversation_secs	The time from chat creation (chat appears) to the last message in the chat. 0 displays if there are no messages.
duration_afterclose_secs	It shows how much time an agent spends before closing a chat after the visitor's last interaction.
avgMessageLength	It shows the average length of messages in the chat. 0 - displays by default, if there are no messages in the Chat.
maxMessageLength	It shows the maximum length of messages in the chat. 0 - displays by default, if there are no messages in the Chat.
requestType	It shows through what entry point type chat was started
requestSource	It displays the name of the entry point via which chat was started
firstResponseTime	It is the time in seconds between accepting the chat and the first agent's message
firstReplyTime	It is the time of seconds between the start of the first visitor's message and the start first agent's message
avgResponseTime	It is the average time in seconds between agent and visitor messages.
maxResponseTime	It is the maximum time in seconds between agent and visitor messages.
decisionTime	It is the time between the visitor sees the chat button/auto invite and click it to start a chat
transcriptUrl	External URL to view the full transcript of the chat. Only logged in users are able to see it.
acceptUrl	The URL where the visitor started a conversation.
successcode	It shows the success code chosen by an agent as a result of this conversation
survey_result	It shows the visitor's rating left to the agent after the conversation
survey_comment	It shows the visitor's comment left to the agent after the conversation
visitor_identifier	It shows the identifier for the visitor. It is the default value if a visitor doesn't set it.
blocked	It shows the information if the visitor is blocked by Agent. (yes/no)
block_reason	It shows the information about blocking reasons. It is the required text which agent inputs to ban a visitor
goals	It shows all matched and recorded goals of this conversation. Goals column keeps all recorded goals for every conversation and divides them with coma in case dialogue has multiple goals recordings. This column can be empty if no goal is reached.
totalGoalValue	It shows the sum of all goal values. This column can be empty if no goal is reached.
handlingType	It shows the type of conversation (self, external, hybrid). Type "self" applies for chat, when only agents, who belong to this primary account, are involved in the conversation. Type "external" applies for chat, when only agents, who belong to shared cc accounts are involved in the conversation. Type "hybrid" applies for a chat when agents of primary and shared cc accounts are involved in the conversation. Note: important to remember that assigned_agent_account_id and last_agent_account_id data can be the same, but the type is shown as "hybrid". It is because the system tracks all of the agents involved into consideration, not only the first and the last one.

Automatic invites

The automatic invites report shows you all information regarding the automated greetings you installed. It shows the number of automated greetings sent, and how many converted into chat conversations. It also shows how many greetings were canceled because of unavailability from the agent’s side.

chatcampaign_id	It is the static data that displays the unique ID of the Chat Campaign
date	It shows the date as a timestamp (Unix time).
hour_of_day	Each hour of the day, from 0 to 23.
filter_id	It is the static data that displays the ID of the filter. Unique for each Chat Campaigns.
account_id	It is the static data that displays the unique ID of the account which is related to the visitor's website
hour_begin_time	It is the time of the beginning of that hour (0 minutes)
hour_end_time	It is the time of the end of that hour (59 minutes, 59 seconds)
filter_name	Name of the active auto-invite via which chat was started
num_proactive	Quantity of the auto invites which visitor saw during the current hour
num_proactive_accepted	Amount of the auto invites which had been accepted by a visitor during the current hour
num_proactive_declined	Amount of the auto invites which had been declined by a visitor during the current hour
num_proactive_match	Number of times when requirements were matched and auto invite could be displayed
num_proactive_cancelled	Amount of auto invites that were canceled because of the unavailability of agents. In case invites are set up as 'always show' on the manager app, then this event would not be emitted.
num_proactive_no_availability	Amount of the accepted auto invites that could not be routed to an agent
num_proactive_expired	Number of the auto invites that were expired because of time
num_proactive_ignored	Number of the auto invites that were ignored by visitor

Hosts

Hosts is a static report that allows you to review the info about all websites that were added to your account. Moreover, this report allows you to check whether the sites are owned by one or more accounts.

id	It is the static data that displays the unique ID of the account host
account_id	It is the static data that displays the unique ID of the account which is related to the visitor's website
hostname	It is the domain name of the website
multiple_acc_id	It is a unique identifier in case there are multiple accounts on one domain name (sourceHash)

Traffic

This report provides all visitor’s actions on your website.

Number of visits
Visitors on the website
Quantity of viewed and accepted chats
Number of automatic invitations

chatcampaign_id	It is the static data that displays the unique ID of the Chat Campaign
hour_begin_time	It is the time of the beginning of that hour (0 minutes)
entrypoint_id	It is the static data that displays the unique ID of the chat button or auto-invite that caused a chat
entrypoint	It shows the name of the chat button or auto-invite that caused a chat
visits	Number of pageviews
views	Number of times when entry point viewed
clicks	Number of times when entry point clicked
chats	Number of times when entry point chatted

Slots

By taking a look at this report, Conversation24 users are able to obtain an overview providing information on the daily incoming chats, and on the behavior of the active agents of the day. We recommend the usage of this analysis, among others, to schedule the agent’s working hours.

chatcampaign_id	It is the static data that displays the unique ID of the Chat Campaign
agent_id	It is the static data that displays the unique agent's ID
time_start	It is the time of the beginning agent's state
time_end	It is the time of the ending agent's state
state	Agent's state (Online/Offline)
entrypoint_type	It shows the type of entry point (chat button or auto invite) that caused a chat
duration	Duration of the agent's state in seconds

Public links

Underneath the report list, you will find an option to display additional settings criteria. You can also collect a permanent link that will lead you to a specific report, uniquely by clicking on the hyperlink associated with this one.

Please note that the generated link gives unauthenticated access to a specific report.