Table of Contents
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.
| 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. | |
| 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. | Chat Custom Channel FB_Messenger Instagram_Direct Phone_Call SMS Voicemail |
| Second Channel | Channel of the second Contact. | Field will be null if there is only one Contact. Chat Custom Channel FB_Messenger Instagram_Direct Phone_Call SMS Voicemail |
| Third Channel | Channel of the third Contact. | Field will be null if there are fewer than three Contacts. Chat Custom Channel Facebook Messenger Instagram Direct Phone Call SMS Voicemail |
| 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. | |
| 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. |
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. |
