Export Conversation Data
To export your all your conversations to a CSV file for further analysis, do the following:
- Go to Analytics.
- Click on Export in the top right corner.
- Verify the email address the export should be sent to.
- Select a period for the conversation data. All data in Dixa is available for export but there is a limit of three months for each export.
- Click on Export My Data.
- Go and grab a cup of coffee while the export is being generated. It will arrive in your mailbox within 15 minutes usually (depending on the amount of data you export). All timestamps are in UTC so you will need to convert it to your local time zone.
Information available in the conversations export:
Id - The unique number of the conversation in your Dixa account. You can add a link to the conversation ID for quick access to the conversation from the document.
Channel - Shows you the source channel of the conversation.
Created_at - the timestamp when the conversation was first created in the system.
Requester_name - the end user/customer name.
From_number - the phone number a call was initiated from.
Requester_email - the end user/customer email address (relevant for email conversations).
Queued_at - the timestamp when the conversation first reached a queue (after having followed the nodes in the flow for that specific channel)
Queue - the name of the queue the conversation was received to.
Assigned_at - the timestamp when the conversation was first assigned to an agent
Closed_at - the timestamp when the conversation was first closed/answered (e.g. when you send an email the conversation is closed automatically).
Direction - the direction of the conversation, can be either inbound or outbound.
Assignee_email - the email address of an agent/admin who accepted/claimed the conversation.
Assignee_name - the name of an agent/admin who accepted/claimed the conversation.
Originating_country - the country code of an outbound phone conversation.
To_number - the phone number a call was aimed for.
Tags - tags used on a conversation. You can use filter to search for particular tags and for tag combinations like Shipping,Delayed.
Notes - notes left on a conversation, here you can search for particular notes with particular content.
Transferee_name - a name of the person to whom the conversation was transferred to (used for internal conversation transfer).
Transferee_number - a phone number of a person to whom the conversation was transferred to (used for assisted/cold transfer to external number).
Ratings_score - the rating given by end user for a conversation (only available for chats currently. 1 = good rating and 0 = bad rating, blank means no rating by end user).
Ratings_feedback - a comment the customer gives to a conversation along with a rating.
Total_duration - the time between created_at and closed_at timestamps for a conversation (when a conversation is reopened the duration is recalculated correspondingly). Time is in seconds.
Handling_duration - the time between assigned_at and closed at timestamps for a conversation, (when a conversation is reopened the duration is recalculated correspondingly). Time is in seconds.
Inbound_forwarding_email - the company email you forward inbound emails from (your personal domain).
Inbound_dixa_email - the Dixa email you forward inbound emails to (with email.dixa.io domain).
Widget_id - the unique Id of your chat widget (can be seen in settings/chat/setup.
Outbound_dixa_email - the email address used for outbound email conversation (with popper SPF setup it will be company domain, without SPF setup - it will be equal to inbound_dixa_email.
Widget_label - a user-friendly name of a chat widget.
Facebook_page_name - a user-friendly name of your facebook page in Dixa.
Facebook_page_id - the unique Id of your facebook widget (can be seen in settings/messaging.
Tips and tricks
1) To separate data with columns:
Open your CSV file with Microsoft Excel, select the column that you need to split, then go to the Data top menu and select “Text to columns”. On the popup window, choose the Delimited option and click Next. Now you can select the current delimiter that will be used by Excel to determine & split your CSV data to columns.
2) To enable data filter
Select the Data tab, then locate the Sort & Filter group. Click the Filter command. Now you have filter available for columns.
3) To Freeze the top row (with filters and column names)
Go to view/Freeze panes/Freeze top row