Table of Contents
Task Export gives you detailed information about individual Tasks. 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 Task.
Time Anchor
- Data is time anchored using the ‘Task Created At’ event.
Metrics used for the Task 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 Tasks are updated.
| Metric | Description | Comments |
| Created At | Timestamp of when the Task was created | This is also the time anchor for the report |
| Task ID | Gladly ID for the Task | |
| Customer ID | Gladly ID for the Customer | |
| Task Link | Direct link to the Task in Gladly | |
| First Closed At | Timestamp of when the Task was first closed | |
| Last Closed At | Timestamp of when the Task was last closed | If a Task was only closed once, this will be the same as the First Closed At timestamp |
| First Assigned to Agent At | Timestamp when the Task was first assigned to an Agent | |
| Initiator Type – Created | Entity that created the task | |
| Initiator Agent ID – Created | ID of the Agent who created the task, if applicable | |
| Initiator Agent Name – Created | Name of the Agent that created the task | |
| Initiator Rule ID – Created | ID of the Rule that created the task, if applicable | |
| Inbox ID – Created | ID of the Inbox assigned when created | |
| Inbox Name – Created | Name of the Inbox assigned when created | |
| 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 | |
| Due date – Created | Due Date given when created | |
| Initiator Type – Last Closed | Entity that last closed the task | |
| Initiator Agent ID – Last Closed | ID of the Agent who last closed the task, if applicable | |
| Initiator Agent Name – Last Closed | Name of the Agent that last closed the task | |
| 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 | |
| Due date – Last Closed | Due Date when last closed | |
| Status | Status of the Task, either Open or Closed | The current status may have changed since the data was last refreshed in historical reporting |
| Inbox ID – Current | ID of the Inbox that is currently assigned | The current assignment may have changed since the data was last refreshed in historical reporting |
| Inbox Name – Current | Name of the Inbox that is currently assigned | |
| Assigned Agent ID – Current | ID of the Agent who is currently assigned | |
| Assigned Agent Name – Current | Name of the Agent who is currently assigned | |
| Due date – Current | Current Due Date | |
| Created-to-First Closed Time | Duration of time between Created to First Closed | |
| Created-to-Last Closed Time | Duration of time between Created to Last Closed | |
| Created-to-Due Time | Duration of time between Created to the current Due Date | |
| Last Due-to-First Closed | Duration of time between the last Due Date to First Closed | |
| Last Due-to-Last Closed | Duration of time between the last Due Date to Last Closed | |
| First Closed-to-First Reopened | Duration of time between First Closed to First Reopened, if applicable | |
| First Due-to-Currently Due | Duration of time between the initially given Due Date to the current Due Date | • A positive number refers to a due date being moved later • A negative number refers to the due date being moved sooner |
| Created-to-Now | Duration of time between Created to when the report was run | |
| Due-to-Now | Duration of time between the current Due Date to when the report was run | • A positive number refers to a due date prior to when the report was run • A negative number refers to a due date in the future |
| First Assigned to Agent-to-Now | Duration of time between First Assigned to when the report was run | |
| Times Closed | Count of times the Task was closed | |
| Times Reopened | Count of times the Task was reopened | |
| Times Due Date Edited | Count of times the Task’s Due Date was edited | |
| Times Content Edited | Count of times the Task’s content was edited | |
| Count of Inboxes assigned | Count of Inboxes the Task was assigned to, including the inbox assigned upon creation | |
| Count of Agents assigned | Count of Agents the Task was assigned to, including the agent assigned upon creation (if applicable) | |
| Count of Comments | Count of comments on the Task | |
| Count of Commenters | Count of users who commented on the Task | |
| Count of Followers | Count of users who followed the Task, minus any users who have unfollowed the Task | |
| Task Handle Time | Total amount of time spent viewing the Task panel, by any Agent | This duration can increase even when the Task is closed |
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 Task 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.
Team
- When filtering by team, you will see all the Tasks created by Agents in that team.
Inbox
- When filtering by inbox, you will see all the Tasks created in that inbox.
How to use the Task Export report #
Task Export report can provide multiple data points based on how you slice and dice the data. Below are a couple of examples:
| Scenario | Columns |
| Identify Tasks that are long overdue to make sure Customers aren’t waiting for a follow-up. | • Filter on Tasks with the “Status” of Open Look for those with a high number in the “Due-to-Now” column. |
| Look into Tasks that are frequently reassigned. | • Filter on Tasks that have a high number in either “Count of Inboxes Assigned” or “Count of Agents Assigned.” Look for correlations like high “Task Handle Time”, high “Count of Comments”, or other factors. |
