Download data
Do you want to do your own analysis of the data? On the dashboard, you can easily download the data which makes up our analytics page. You can download the data either as an Excel (XLSX) file or a JSON file.
You can download up to 10,000 chat data per file
These downloads are only available to those managers with Download data permission.
When downloading the data you need to set a password and write a purpose for the download.
Only the English language is supported on the files
If you lose the password, the file cannot be recovered, you have to re-download the file
How to download
Download via Analytics
Go to [Operations] - [Analytics]
After filtering and selecting the desired conditions, select the download button.
Select file type, and message data.
Click download.
If there is a lot of data, it may take a few minutes.
Download via Inbox search results
Under the user chat tab, click the magnifying glass and et the search conditions accordingly.
After selecting your desired conditions, go to [Actions ]- [Download data].
You can only download up to 200 chats at one time.
Description of chat metrics
Data worksheet tab
Tab value | Description |
UserChat data | Data from the chat including information and time data |
User data | Customer data |
SupportBot data | Data received from the support bot |
Marketing data | Data from chats opened through Marketing campaigns |
Manager data | Operator Data |
Bot data | Data from the Channel bot |
UserChatTag data | Tags related to chat |
Message data | Contents of the uerchat |
User chat datasheet
Data Value | Description | Remark |
id | User chat id | On the Message data, you can reference the origin User chat |
userId | Customer ID | |
name | Customer Name | |
description | Chat Description | |
state | User chat Status | Opened / Snoozed/ Closed |
contactMediumType | Type of messenger (external) | - appLine : Line messenger - appInstagramMessenger : Instagram messenger |
marketingId | Marketing Message ID | You can check the specific marketing message on the Marketing datasheet |
marketingType | Marketing message type | - Onetime message: oneTimeMsg - Campaign : campaign |
supportBotId | Supportbot ID | You can check the SupportBot data on the supportbot data sheet |
managerIds | Follower ID | You can check the followers on the Manager data Sheet |
assigneeId | Assignee ID | You can check the assignee data on the Manager data sheet |
tags | Chat Tags | |
firstOpenedAt | UserChat first opened time | This variable shows the time at which the customer first opened their UserChat |
openedAt | UserChat opened time | - Time for New user chat created - Time for reopened user chat after closed and snoozed status |
firstRepliedAtAfterOpen | Time when manager replied after Userchat was opened | If the chat was opened again it changes |
createdAt | Time from first opening the Channel lounge to starting a chat | Button press time |
waitingTime | First response time: the time from when the customer first sends a message until a manager responds | If a new chat is opened it remains the same |
avgReplyTime | Average response time | -This is the average total reply time to the total number of replies in said chats (totalReplyTime/replyCount) - It will be renewed when the chat is reopened |
totalReplyTime | Total Reply Time | - This is the total amount of time it took for the manager to reply - If a new chat is opened it does not change |
replyCount | Total number of manager’s responses | If a new chat is opened it does not change |
resolutionTime | How long did was the UserChat from opened to closed status | -(closedAt - openedAt) - If a new chat is opened it does not change |
operationWaitingTime | Waiting time during Operation hours | If a new chat is opened it does not change |
operationAvgReplyTime | Average reply time during Operation hours | If a new chat is opened it does not change |
operationTotalReplyTime | Total reply time for during Operation | If a new chat is opened it does not change |
operationReplyCount | Total reply count during Operation hours | If a new chat is opened it does not change |
operationResolutionTime | Resolution time of chats only during opersting hours | If a new chat is opened it does not change |
closedAt | User chat closing time | If a new chat is opened it does not change |
Support Bot data Sheet
Data value | Description | Remark |
id | Supportbot ID | |
revisionId | Support bot moderation ID | |
sectionPath | Record of the support bot path section that the customer chose on the edited version |
Manager Data Sheet
Data Value | Description | Remark |
id | Manager ID | |
channelId | Manager assigned channel ID | |
accountId | Channel Talk account ID | |
username | Other mentioned manager ID | @ mentions |
name | Name presented to the customer | |
mobileNumber | Phone number | |
role | Manager permissions | - Owner - Member |
removed | Manager removed status | |
createdAt | Date manager joined Channel | |
defaultGroupWatch | Group message notification settings | - All activity: all - Important only: info - Nothing: none - Based on the time data was downloaded |
defaultDirectChatWatch | DM alert settings | - All activity: all - Important only: info - Nothing: none - Based on time the data was downlowded |
defaultUserChatWatch | User Chat notification settings | - All activity: all - Important only: info - Nothing: none - Based on time the data was downlowded |
operator | Operator mode settings | Based on time the data was downlowded |
operatorEmailReminder | Operator response email settings when operator mode is on | Based on time the data was downloaded |
Bot datasheet
Data Value | Description | Remark |
id | Bot profile ID | |
channelId | Channel ID | |
name | Bot profile ID | |
createdAt | Bot profile creation date |
UserChatTag datasheet
Data value | Description | Remark |
id | Chat tag ID | |
channelId | Channel ID | |
name | Chat tag name | |
description | Chat tag description | |
followerIds | Manager assigned chat tag ID | |
createdAt | Assigned chat tag date |
Message datasheet
Data value | Description | Remark |
ChatId | Userchat ID | |
PersonType | Message sender information | -Bot: All automated responses - Manager: manager - User: user |
PersonId | Message sender ID | - Supportbot : bot ID - Manager: manager ID - Customer: customer ID |
CreatedAt | Message creation time | |
PlainText | Message content |
FAQ
Can you search only the chats which have all searched tags?
Unfortunately, that feature is unavailable. If you search for more than one tag, every chat with at least one of those tags will be included. If you want to check the data only with multiple tags (unions) you must download the data and search via excel.
Can you see the pending chats in the statistics?
It is a very difficult process to check current pending chats. It is easier to check via customer inbox to see current pending. You can also create formulas via excel to infer such a metric.
There’s no chat data in Analytics
If chat data is not shown on the analytics dashboard, it is either a temporary phenomenon (there is no available chat data). If you create a test user chat and the data is still not present please contact customer service as soon as possible,