reportMetrics values by export type

See the columns supported for each export type

This guide lists the available columns for each export type supported by the Analytics API.

How to use this guide

In the tables below

  • Use the value in the reportMetric column in API requests to /reports/report/<report type> and /reports/report/marketing/<report type>. See Define columns to return in an export for examples.)
  • The jsonPropertyName column lists the property name used for the corresponding reportMetric in JSON versions of the export. Use this to access the metric in JSON exports. (See Reading the export for an example.
  • The Column Name column lists the column display ID displayed the corresponding reportMetric in CSV versions of the export. Use this to access the metric in CSV exports. (See Reading the export for an example.

👍

Tip

You might need to scroll to the right to see the Column Name column.

Export Index by export ID

  • raw_agent_states (Agent State Export)
  • author (Raw Author Export)
  • raw_brand_posts (Raw Brand Posts Export)
  • combined (Combined Raw Export)
  • conversation (Raw Conversations)
  • conversation_actions (Conversation Actions Export)
  • raw_expert_help (Help Request Export)
  • incoming_post (Raw Incoming Post Export)
  • response_approval (Response Approval)
  • response (Raw Response Export)
  • team_performance (Team Performance)
  • team_performance_interval (Team Performance Interval)
  • user (User)

raw_agent_states (Agent State Export)

See Agent State Export column definitions.

reportMetricjsonPropertyNameColumn Name
AGENT_NAMEagentNameAgent Name
AGENT_EMAILagentEmailAgent Email
AGENT_IDagentDisplayIdAgent ID
AGENT_TEAMagentTeamAgent Team
AGENT_STATEagentStateAgent State
START_TIMEstartTimeStart Time
END_TIMEendTimeEnd Time
TOTAL_TIMEtotalStateTimeTotal State Time (min)
TOTAL_TIME_IN_RANGEtotalStateTimeInRangeTotal State Time In Range (min)

author (Raw Author Export)

See Raw Author Export column definitions.

reportMetricjsonPropertyNameColumn Name
AGENT_DISPLAY_IDsmm_uuidLithium UUID
TWITTER_NUM_HANDLESTwitterNumHandles# of Twitter Handles
TWITTER_DISPLAY_NAMESTwitterDisplayNamesTwitter Display Name(s)
TWITTER_HANDLESTwitterHandlesTwitter Handle(s)
TWITTER_UIDTwitterUIDsTwitter UID(s)
FACEBOOK_NUM_HANDLESFacebookNumHandles# of Facebook Handles
FACEBOOK_DISPLAY_NAMESFacebookDisplayNamesFacebook Display Name(s)
FACEBOOK_UIDFacebookUIDsFacebook UID(s)
LITHIUM_NUM_HANDLESLithiumNumHandles# of Lithium Handles
LITHIUM_DISPLAY_NAMESLithiumDisplayNamesLithium Display Name(s)
LITHIUM_HANDLESLithiumHandlesLithium Handle(s)
LITHIUM_UIDLithiumUIDsLithium UID(s)
INSTAGRAM_NUM_HANDLESInstagramNumHandles# of Instagram Handles
INSTAGRAM_DISPLAY_NAMESInstagramDisplayNamesInstagram Display Name(s)
INSTAGRAM_HANDLESInstagramHandlesInstagram Handles(s)
INSTAGRAM_UIDInstagramUIDsInstagram UID(s)
RSS_NUM_HANDLESRssNumHandles# of RSS Handles
RSS_UIDRssUIDsRSS UID(s)
EMAIL_NUM_ADDRESSESEmailNumAddresses# of Email Addresses
EMAIL_ADDRESSESEmailAddressesEmail Address(es)
PHONE_NUM_ADDRESSESPhoneNumNumbers# of Phone Numbers
PHONE_NUMBERSPhoneNumbersPhone Number(s)
CRM_IDCRMIDCRM ID
AUTO_TAGS_NUMAutoTagNumTags# of Auto Tags
AUTO_TAGS_TAGSAutoTagTagsAuto Tags
MANUAL_TAGS_NUMManualTagNumTags# of Manual Tags
MANUAL_TAGS_TAGSManualTagTagsManual Tags
NUM_CONVERSATIONSNumConversations# of Total Conversations
NUM_TWITTER_CONVERSATIONSNumTwitterConversations# of Twitter Conversations
NUM_FACEBOOK_CONVERSATIONSNumFacebookConversations# of Facebook Conversations
NUM_LITHIUM_CONVERSATIONSNumLithiumConversations# of Lithium Conversations
CONVERSATION_IDConversationIDsConversation ID(s)
NOTESNotesAuthor Notes
GENDERGenderGender
LOCATIONLocationLocation
TIME_ZONETimeZoneTime Zone
LANGUAGELanguageLanguage
OCCUPATIONOccupationOccupation
BIRTHDAYBirthdayBirthday
TWITTER_NUM_FOLLOWERSTwitterNumFollowers# of Twitter Followers
TWITTER_VERIFIEDTwitterVerifiedTwitter Verified
TWITTER_PROFILE_LOCATIONTwitterProfileLocationTwitter Profile Location
LITHIUM_NUM_KUDOSLithiumNumKudosLithium Kudos
LITHIUM_NUM_POSTSLithiumNumPostsLithium Posts
LITHIUM_NUM_ACCEPTED_SOLUTIONSLithiumNumAcceptedSolutionsLithium Accepted Solutions
LITHIUM_RANKLithiumRankLithium Rank
LITHIUM_REGISTRATION_DATELithiumRegistrationDateLithium Registration Date
YOUTUBE_NUM_HANDLESyoutube_num_handles# of YouTube Handles
YOUTUBE_HANDLESyoutube_handlesYouTube Handle(s)
YOUTUBE_UIDSyoutube_uidsYouTube UID(s)
LINKEDIN_NUM_HANDLESlinkedin_num_handles# of LinkedIn Handles
LINKEDIN_HANDLESlinkedin_handlesLinkedIn Handle(s)
LINKEDIN_UIDSlinkedin_uidsLinkedIn UID(s)
SMS_NUM_HANDLESsms_num_handles# of SMS Handles
SMS_HANDLESsms_handlesSMS Handle(s)
WECHAT_NUM_HANDLESwechat_num_handles# of WeChat Handles
WECHAT_HANDLESwechat_handlesWeChat Name(s)
WECHAT_UIDSwechat_uidsWeChat UID(s)
NUM_POSITIVE_POSTSNumPositivePosts# of Positive Posts
NUM_NEUTRAL_POSTSNumNeutralPosts# of Neutral Posts
NUM_NEGATIVE_POSTSNumNegativePosts# of Negative Posts
KHOROS_MESSENGER_NUM_HANDLESKhorosMessengerNumHandles# of Khoros Messenger Handles
KHOROS_MESSENGER_DISPLAY_NAMESKhorosMessengerDisplayNamesKhoros Messenger Display Name(s)
KHOROS_MESSENGER_UIDKhorosMessengerUIDsKhoros Messenger UID(s)
NUM_KHOROS_MESSENGER_CONVERSATIONSNumKhorosMessengerConversations# of Khoros Messenger Conversations
GOOGLE_MESSENGER_NUM_HANDLES
Added September 2019
GoogleMessengerNumHandles# of Google Business Messenger Handles
GOOGLE_MESSENGER_DISPLAY_NAMES
Added September 2019
GoogleMessengerDisplayNamesGoogle Business Messenger Display Name(s)
GOOGLE_MESSENGER_UID
Added September 2019
GoogleMessengerUIDsGoogle Business Messenger UID(s)
NUM_GOOGLE_MESSENGER_CONVERSATIONS
Added September 2019
NumGoogleMessengerConversations# of Google Business Messenger Conversations
APPLE_BIZ_CHAT_NUM_HANDLES
Added September 2019
AppleBizChatNumHandles# of Apple Business Chat Handles
APPLE_BIZ_CHAT_DISPLAY_NAMES
Added September 2019
AppleBizChatDisplayNamesApple Business Chat Display Name(s)
APPLE_BIZ_CHAT_UID
Added September 2019
AppleBizChatUIDsApple Business Chat UID(s)
NUM_APPLE_BIZ_CHAT_CONVERSATIONS
Added September 2019
NumAppleBizChatConversations# of Apple Business Chat Conversations

📘

Note

This export also includes a dynamic number of columns to provide information for the following items that can be configured within SMM Response. These columns can not be excluded.

  • Custom CRM Providers and Attributes
  • Custom Listening Providers
  • Author Profile Attributes

raw_brand_posts (Raw Brand Posts Export)

reportMetricjsonPropertyNameColumn Name
POST_IDpostIdPost ID
POST_GROUP_IDpostGroupIdPost Group ID
CAMPAIGN_SLASH_THEMEcampaignSlashThemeCampaign/Theme
SOCIAL_NETWORKsocialNetworkSocial Network
SOCIAL_CHANNELsocialChannelSocial Channel
POST_DATEpostDatePost Date
POST_SCHEDULE_TYPEpostScheduleTypePost Schedule Type
PAID_POSTpaidPostPaid Post
POST_TARGET_AUDIENCEpostTargetAudiencePost Target Audience
POST_DISCOVERY_TYPEpostDiscoveryTypePost Discovery Type
POST_PERMALINKpostPermalinkPost Permalink
POST_TITLEpostTitlePost Title
POST_TEXTpostTextPost Text
IMPRESSIONSimpressionsImpressions
TOTAL_ENGAGEMENTStotalEngagementsTotal Engagements
TOTAL_LIKEStotalLikesTotal Likes
TOTAL_SHAREStotalSharesTotal Shares
TOTAL_CLICKStotalClicksTotal Clicks
TOTAL_COMMENTStotalCommentsTotal Comments

combined (Raw Combined Export)

See Combined Raw Export column definitions.

reportMetricjsonPropertyNameColumn Name
TYPEtypeType
CONVERSATION_IDconversationIdConversation ID
UNIQUE_IDuniqueIdUnique ID
CONVERSATION_WORK_QUEUEconversationWorkQueueConversation Work Queue
CONVERSATION_PRIORITYconversationPriorityConversation Priority
STATUSstatusStatus
PUBLISHED_DATEpublishedDatePublished Date
CREATED_DATEcreatedDateCreated Date
CLOSED_DATEclosedDateClosed Date
ASSIGNEE_AUTHORassigneeAuthorAssignee:Authoring User
ASSIGNEE_AUTHOR_DISPLAY_IDassigneeAuthorDisplayIdAssignee:Authoring User ID
ASSIGNEE_AUTHOR_EMAILassigneeAuthorEmailAssignee:Authoring User Email
ASSIGNEE_TEAMassigneeTeamAssignee:Authoring User Team
AUTHOR_UUID
Added January 2020
authorUUIDAuthor UUID
SOURCEsourceSource
AUTHOR_TAGSauthorTagsAuthor Tags
AUTHOR_AUTO_TAG_TAGS
Added June 2019
authorAutoTagsAuthor Auto Tags
AUTHOR_MANUAL_TAG_TAGS
Added June 2019
authorManualTagsAuthor Manual Tags
CONVERSATION_TAGS_OR_POST_TAGSconversationPostTagsConversation/Post Tags
CONVERSATION_TAGS_OR_POST_TAGS_AUTO_ASSIGNED
Added May 2019
conversationPostAutoTagsConversation/Post Auto Tags
CONVERSATION_TAGS_OR_POST_TAGS_MANUALLY_ASSIGNED
Added May 2019
conversationPostManualTagsConversation/Post Manual Tags
SENTIMENTsentimentSentiment
LANGUAGESlanguagesLanguages
CONTENTcontentContent
TOTAL_POSTS_ORDER_IN_CONVOtotalPostsOrderInConvoTotal Posts:Order in Conversation
TOTAL_POSTS_POST_ORDERtotalPostsPostOrderTotal Incoming Posts:Post Order
TOTAL_RESPONSES_RESPONSE_ORDERtotalResponsesResponseOrderTotal Responses:Response Order
PRIVATE_POSTprivatePostPost
CONVERSATION_RESPONSE_HANDLE_TIMEconversationResponseHandleTimeConversation:Response Handle Time (min)
AVERAGE_TAR_MINUTESaverageTarMinutesAverage TAR (min)
RECEIVED_DURING_BUSINESS_HOURSreceivedDuringBusinessHoursReceived During Business Hours
LSW_CONVERSATION_LINKlswConversationLinkLSW Conversation Link
SURVEY_TYPEsurveyTypeSurvey Type
SURVEY_RESPONSEsurveyResponseSurvey Response
SURVEY_COMMENTSsurveyCommentsSurvey Comments
SURVEY_SENT_TIMEsurveySentTimeSurvey Sent Time
SURVEY_COMPLETED_TIMEsurveyCompletedTimeSurvey Completed Time
SURVEY_PRIMARY_RESPONDER_ON_CASEsurveyPrimaryResponderOnCaseSurvey Primary Responder
DATE_CLAIMEDdateClaimedDate Claimed or Assigned
CLOSE_NOTEScloseNotesClose Notes
EXTERNAL_IDexternalIdExternal ID
AGENT_ACTIVITIES_COMBINED_RESPONDER_RHT
Added February 2019
responderResponseHandleTimeConversation:Response HT - Responding Agent(s) (min)
AGENT_ACTIVITIES_COMBINED_ASSISTANT_RHT
Added February 2019
assistantResponseHandleTimeConversation:Response HT - Assisting Agent(s) (min)
AGENT_ACTIVITIES_COMBINED_APPROVER_RHT
Added February 2019
approverResponseHandleTimeConversation:Response HT - Approving Agent(s) (min)
AGENT_ACTIVITIES_COMBINED_EXPERT_RHT
Added February 2019
expertResponseHandleTimeConversation:Response HT - Expert(s) (min)
AGENT_ACTIVITIES_COMBINED_TOTAL_WCHT
Added February 2019
totalWrapOrCloseHandleTimeTotal Conversation Close or Wrap HT (min)
AGENT_ACTIVITIES_COMBINED_CLOSER_WCHT
Added February 2019
closerWrapOrCloseHandleTimeConversation Wrap or Close HT - Closing Agent (min)
AGENT_ACTIVITIES_COMBINED_OTHER_WCHT
Added February 2019
otherWrapOrCloseHandleTimeConversation Wrap or Close HT - Other Handlers (min)
WORK_QUEUE_AT_TIME_OF_EVENT
Added February 2019
workQueueAtTimeOfEventWork Queue at Time of Event
TOTAL_IN_PROGRESS_TIME
Added July 2019
totalInProgressTimeTotal In Progress Time (min)

📘

Note

The columns relating to Twitter Feedback Surveys will only be included when that feature is enabled. This feature can be enabled or disabled by contacting support. Affected Columns:

  • SURVEY_TYPE,
  • SURVEY_RESPONSE,
  • SURVEY_COMMENTS,
  • SURVEY_SENT_TIME,
  • SURVEY_COMPLETED_TIME,
  • SURVEY_PRIMARY_RESPONDER_ON_CASE

conversation (Raw Conversations)

See Raw Conversation Export column definitions.

reportMetricjsonPropertyNameColumn Name
CONVERSATION_IDconversationIdConversation ID
CONVERSATION_WORK_QUEUEconversationWorkQueueConversation Work Queue
CONVERSATION_PRIORITYconversationPriorityConversation Priority
STATUSstatusStatus
CREATED_DATEcreatedDateCreated Date
CLOSED_DATEclosedDateClosed Date
ASSIGNED_AGENTassignedAgentAssignee
ASSIGNED_AGENT_DISPLAY_IDassignedAgentDisplayIdAssignee ID
ASSIGNED_AGENT_EMAILassignedAgentEmailAssignee Email
CONVERSATION_SOURCEconversationSourceConversation Source
SOURCE_TAGSsourceTagsSource Tags
LANGUAGE_TAGSlanguageTagsLanguage Tags
LOCATION_TAGSlocationTagsLocation Tags
SYSTEM_TAGSsystemTagsSystem Tags
ALL_CUSTOM_TAGSallCustomTagsAll Custom Tags
AUTHORSauthorsAuthors
AUTHOR_HANDLESauthorHandlesAuthor Handles
AUTHOR_UUID
Added January 2020
authorUUIDAuthor UUID
ALL_AUTHOR_TAGSallAuthorTagsAll Author Tags
AUTHOR_AUTO_TAG_TAGS
Added June 2019
authorAutoTagsAuthor Auto Tags
AUTHOR_MANUAL_TAG_TAGS
Added June 2019
authorManualTagsAuthor Manual Tags
SENTIMENT_CONVERSIONsentimentConversionSentiment Conversion
NUM_POSITIVE_POSTSnumPositivePosts# of Positive Posts
NUM_NEUTRAL_POSTSnumNeutralPosts# of Neutral Posts
NUM_NEGATIVE_POSTSnumNegativePosts# of Negative Posts
TOTAL_POSTStotalPostsTotal Incoming Posts
TOTAL_RESPONSEStotalResponsesTotal Responses
NUM_PRIVATE_POSTSnumPrivatePostsTotal Private Incoming Posts
NUM_PRIVATE_RESPONSESnumPrivateResponsesTotal Private Responses
RESPONSES_HANDLES_USEDresponseHandlesUsedResponse Handles Used
AUTHORS_RESPONDEDauthorRespondedAuthor Responded
LSW_CONVERSATION_LINKlswConversationLinkLSW Conversation Link
HANDLE_TIME_AVERAGE_CONVERSATION_RESPONSEhandleTimeAverageConversationResponseAverage Response Handle Time (min)
HANDLE_TIME_AVERAGE_CONVERSATION_APPROVALhandleTimeAverageConversationApprovalAverage Response Approval Handle Time (min)
HANDLE_TIME_CONVERSATION_ASSIGNED_AGENThandleTimeConversationAssignedAgentAssigned Agent Conversation Handle Time (min)
HANDLE_TIME_CONVERSATION_WRAP_UPhandleTimeConversationWrapUpConversation Handle Time - Wrap Up Time (min)
HANDLE_TIME_CONVERSATION_TOTALhandleTimeConversationTotalTotal Conversation Handle Time (min)
AUTO_TAG_NUM_TAGSautoTagNumTags# of Auto Tags
AUTO_TAG_TAGSautoTagTagsAuto Tags
MANUAL_TAG_NUM_TAGSmanualTagNumTags# of Manual Tags
MANUAL_TAG_TAGSmanualTagTagsManual Tags
SURVEY_TYPEsurveyTypeSurvey Type
SURVEY_RESPONSEsurveyResponseSurvey Response
SURVEY_COMMENTSsurveyCommentsSurvey Comments
SURVEY_SENT_TIMEsurveySentTimeSurvey Sent Time
SURVEY_COMPLETED_TIMEsurveyCompletedTimeSurvey Completed Time
SURVEY_PRIMARY_RESPONDER_ON_CASEsurveyPrimaryResponderOnCaseSurvey Primary Responder
CLOSE_NOTEScloseNotesClose Notes
AA_V2_RESPONSE_HTresponseHTTotal Response HT (min)
AA_V2_RESPONDER_RHTresponderRHTResponse HT - Responding Agent(s) (min)
AA_V2_ASSISTANT_RHTassistantRHTResponse HT - Assisting Agent(s) (min)
AA_V2_APPROVER_RHTapproverRHTResponse HT - Approving Agent(s) (min)
AA_V2_EXPERT_RHTexpertRHTResponse HT - Expert(s) (min)
AA_V2_CONVERSATION_WCHTconversationWCHTConversation Wrap or Close HT - Closing Agent (min)
AA_V2_CONVERSATION_OTHER_WCHTconversationOtherWCHTConversation Wrap or Close HT - Other Handlers (min)
WORK_QUEUE_AT_TIME_OF_EVENT
Added May 2019
workQueueAtTimeOfEventWork Queue at Time of Event
TOTAL_IN_PROGRESS_TIME
Added July 2019
totalInProgressTimeTotal In Progress Time (min)

📘

Note

The columns relating to Twitter Feedback Surveys will only be included when that feature is enabled. This feature can be enabled or disabled by contacting support. Affected Columns:

  • SURVEY_TYPE
  • SURVEY_RESPONSE
  • SURVEY_COMMENTS
  • SURVEY_SENT_TIME
  • SURVEY_COMPLETED_TIME
  • SURVEY_PRIMARY_RESPONDER_ON_CASE

conversation_actions (Conversation Actions Export)

Added July 2019
See Conversation Actions Export column definitions.

reportMetricjsonPropertyNameColumn Name
CONVERSATION_IDconversationIdConversation ID
CREATED_DATEcreatedDateCreated Date
SOURCEsourceSource
SOURCE_TAGSsourceTagsSource Tags
CONVERSATION_LINKconversationLinkConversation Link
ACTION_PERFORMEDactionPerformedAction Performed
ACTION_PERFORMED_DATEactionPerformedDateAction Performed Date
ACTING_AGENTactingAgentActing Agent
ACTING_AGENT_EMAILactingAgentEmailActing Agent Email
ACTING_AGENT_IDactingAgentIdActing Agent ID
ACTING_AGENT_TEAMactingAgentTeamActing Agent Team
STATUS_PRE_ACTIONstatusPreActionStatus Before Action
STATUS_POST_ACTIONstatusPostActionStatus After Action
WORKQUEUE_PRE_ACTIONworkqueuePreActionWork Queue Before Action
WORKQUEUE_POST_ACTIONworkqueuePostActionWork Queue After Action
ASSIGNEE_PRE_ACTIONassigneePreActionAssignee Before Action
ASSIGNEE_PRE_ACTION_EMAILassigneePreActionEmailAssignee Before Action Email
ASSIGNEE_PRE_ACTION_IDassigneePreActionIdAssignee Before Action ID
ASSIGNEE_PRE_ACTION_TEAMassigneePreActionTeamAssignee Before Action Team
ASSIGNEE_POST_ACTIONassigneePostActionAssignee After Action
ASSIGNEE_POST_ACTION_EMAILassigneePostActionEmailAssignee After Action Email
ASSIGNEE_POST_ACTION_IDassigneePostActionIdAssignee After Action ID
ASSIGNEE_POST_ACTION_TEAMassigneePostActionTeamAssignee After Action Team
STATUS_CURRENTstatusCurrentCurrent Status
WORKQUEUE_CURRENTworkqueueCurrentCurrent Work Queue
ASSIGNEE_CURRENTassigneeCurrentCurrent Assignee
ASSIGNEE_CURRENT_EMAILassigneeCurrentEmailCurrent Assignee Email
ASSIGNEE_CURRENT_IDassigneeCurrentIdCurrent Assignee ID
ASSIGNEE_CURRENT_TEAMassigneeCurrentTeamCurrent Assignee Team

raw_expert_help (Help Requests Export)

See Help Requests Export column definitions.

reportMetricjsonPropertyNameColumn Name
CONVERSATION_IDconversationIdConversation ID
WORKQUEUEworkQueueWork Queue
MATCHING_SMART_VIEWSmatchingSmartViewsMatching Smart Views
HELP_REQUESTER_NAMEhelpRequesterNameHelp Requester Name
HELP_REQUESTER_DISPLAY_IDhelpRequesterDisplayIdHelp Requester Id
HELP_REQUESTER_EMAILhelpRequesterEmailHelp Requester Email
HELP_REQUESTER_TEAMhelpRequesterTeamHelp Requester Team
TIME_OF_HELP_REQUESTtimeofHelpRequestTime of Help Request
HELP_REQUESTER_COMMENThelpRequesterCommentHelp Requester Comment
HELP_REQUEST_END_REASONhelpRequestEndReasonHelp Request End Reason
AVAILABLE_EXPERTSavailableExpertsAvailable Experts
RESPONDING_EXPERT_NAMErespondingExpertNameResponding Expert Name
RESPONDING_EXPERT_DISPLAY_IDrespondingExpertDisplayIdResponding Expert ID
RESPONDING_EXPERT_EMAILrespondingExpertEmailResponding Expert Email
RESPONDING_EXPERT_TEAMrespondingExpertTeamResponding Expert Team
EXPERT_SUBSCRIBED_MATCHING_SMART_VIEWSexpertSubscribedMatchingSmartViewsExpert Subscribed Matching Smart Views
TIME_OF_EXPERT_RESPONSEtimeofExpertResponseTime of Expert Response
RESPONDING_EXPERT_COMMENTrespondingExpertCommentResponding Expert Comment
TIME_AWAITING_HELPtimeAwaitingHelp(Min)Time Awaiting Help (Min)
TOTAL_RESPONSE_HANDLE_TIME_MINtotalResponseHandleTimeMinTotal Response Handle Time (Min)
RESPONSE_TAR_MINresponseTARMinResponse TAR (Min)
RESPONSE_CONTENTresponseContentResponse Content
LINK_TO_RESPONSElinktoResponseLink to Response
LINK_TO_CONVERSATIONlinktoConversationLink to Conversation

incoming_post (Raw Incoming Post Export)

See Raw Incoming Post Export column definitions.

reportMetricjsonPropertyNameColumn Name
CONVERSATION_IDconversationIdConversation ID
CONVERSATION_WORK_QUEUEconversationWorkQueueConversation Work Queue
CONVERSATION_PRIORITYconversationPriorityConversation Priority
POST_PROVIDERpostProviderPost Provider
EXTERNAL_POST_IDexternalPostIdExternal Post ID
DATE_POST_PUBLISHEDdatePostPublishedDate Post Published
DATE_POST_RECEIVEDdatePostReceivedDate Post Received
AUTHOR_HANDLEauthorHandleAuthor Handle
EXTERNAL_AUTHOR_HANDLE_IDexternalAuthorHandleIdExternal Author Handle ID
AUTHOR_UUID
Added Januray 2020
authorUUIDAuthor UUID
ALL_AUTHOR_TAGSallAuthorTagsAll Author Tags
AUTHOR_AUTO_TAG_TAGS
Added June 2019
authorAutoTagsAuthor Auto Tags
AUTHOR_MANUAL_TAG_TAGS
Added June 2019
authorManualTagsAuthor Manual Tags
POST_TYPEpostTypePost Type
POST_CONTENTpostContentPost Content
POST_ORDERpostOrderPost Order
POST_LANGUAGEpostLanguagePost Language
POST_LOCATIONpostLocationPost Location
POST_SENTIMENTpostSentimentPost Sentiment
ALL_POST_TAGSallPostTagsAll Post Tags
LSW_CONVERSATION_LINKlswConversationLinkLSW Conversation Link
RECEIVED_DURING_BUSINESS_HOURSreceivedDuringBusinessHoursReceived During Business Hours
POST_SOURCE_TAGpostSourceTagPost Source Tag
POST_PERMALINKpostPermalinkPost Permalink
AUTO_TAG_NUM_TAGSautoTagNumTags# of Auto Tags
AUTO_TAG_TAGSautoTagTagsAuto Tags
MANUAL_TAG_NUM_TAGSmanualTagNumTags# of Manual Tags
MANUAL_TAG_TAGSmanualTagTagsManual Tags
UNIQUE_IDuniqueIdUnique ID
WORK_QUEUE_AT_TIME_OF_EVENT
Added May 2019
workQueueAtTimeOfEventWork Queue at Time of Event

response_approval (Raw Response Approval)

See Response Approvals Export column definitions.

reportMetricjsonPropertyNameColumn Name
CONVERSATION_IDconversationIdConversation ID
RESPONSE_DRAFT_IDresponseDraftIdResponse Draft ID
SUBMITTER_NAMEsubmitterNameResponse Submitter Name
SUBMITTER_DISPLAY_IDsubmitterDisplayIdResponse Submitter ID
SUBMITTER_EMAILsubmitterEmailResponse Submitter Email
SUBMITTER_TEAMsubmitterTeamResponse Submitter Team
SUBMISSION_DATEsubmissionDateDate Response Submission
SUBMISSION_CONTENTsubmissionContentResponse Submitted Content
SUBMITTER_RESPONSE_HTsubmitterResponseHandleTimeSubmitter Response HT (Min)
APPROVER_NAMEapproverNameApprover Name
APPROVER_DISPLAY_IDapproverDisplayIdApprover ID
APPROVER_EMAILapproverEmailApprover Email
APPROVER_TEAMapproverTeamApprover Team
APPROVAL_DECISIONapprovalDecisionApproval Decision
APPROVAL_DISPOSITIONapprovalDispositionApproval Disposition
APPROVAL_NOTESapprovalNotesApproval Notes
APPROVAL_EDITED_RESPONSEapprovalEditedResponseApproved with Edits - Edited Response
APPROVAL_DATEapprovalDateDate Approval
APPROVAL_HTapprovalHandleTimeApproval HT (Min)
TOTAL_APPROVAL_TIMEtotalApprovalTimeTotal Approval Time (Min)

response (Raw Response Export)

See Raw Response Export column definitions.

reportMetricjsonPropertyNameColumn Name
CONVERSATION_IDconversationIdConversation ID
CONVERSATION_WORK_QUEUEconversationWorkQueueConversation Work Queue
WORK_QUEUE_AT_TIME_OF_EVENTworkQueueAtTimeOfEventWork Queue at Time of Event
CONVERSATION_PRIORITYconversationPriorityConversation Priority
RESPONSE_PROVIDERresponseProviderResponse Provider
EXTERNAL_RESPONSE_IDexternalResponseIdExternal Response ID
RESPONSE_PUBLISHED_DATEresponsePublishedDateResponse Published Date
RESPONSE_TARresponseTarResponse TAR (min)
RESPONSE_HANDLEresponseHandleResponse Handle
RESPONDING_AGENT_NAMErespondingAgentNameResponding Agent Name
RESPONDING_AGENT_DISPLAY_IDrespondingAgentDisplayIdResponding Agent ID
RESPONDING_AGENT_EMAILrespondingAgentEmailResponding Agent Email
RESPONSE_TYPEresponseTypeResponse Type
RESPONSE_CONTENTresponseContentResponse Content
RESPONSE_ORDERresponseOrderResponse Order
RESPONSE_LANGUAGEresponseLanguageResponse Language
RESPONSE_LOCATIONresponseLocationResponse Location
RESPONSE_SENTIMENTresponseSentimentResponse Sentiment
RESPONSE_TAGSresponseTagsResponse Tags
LSW_CONVERSATION_LINKlswConversationLinkLSW Conversation Link
LSW_RESPONDED_TO_EXTERNAL_POST_IDlswRespondedToExternalPostIdPost Responded to External ID
LSW_RESPONDED_TO_POST_CONTENTlswRespondedToPostContentPost Responded to Content
LSW_RESPONDED_TO_POST_PUBLISHED_TIMElswRespondedToPostPublishedTimePost Responded to Published Time
LSW_RESPONDED_TO_POST_RECEIVED_TIMElswRespondedToPostReceivedTimePost Responded to Received Time
LSW_RESPONDED_POST_IN_BUSINESS_HOURSlswRespondedPostInBusinessHoursPost Responded to in Business Hours
LSW_RESPONDED_TO_POST_AUTHOR_UUID
Added January 2020
lswRespondedToPostAuthorUUIDPost Responded to Author UUID
SENTIMENT_CONVERSIONsentimentConversionSentiment Conversion
HANDLE_TIME_RESPONDING_AGENThandleTimeRespondingAgentHandle Time - Responding Agent (min)
HANDLE_TIME_APPROVING_AGENThandleTimeApprovingAgentHandle Time - Approving Agent(s) (min)
HANDLE_TIME_OTHER_AGENThandleTimeOtherAgentHandle Time - Other Handlers (min)
HANDLE_TIME_TOTAL_RESPONSEhandleTimeTotalResponseTotal Response Handle Time (min)
AUTO_TAG_NUM_TAGSautoTagNumTags# of Auto Tags
AUTO_TAG_TAGSautoTagTagsAuto Tags
MANUAL_TAG_NUM_TAGSmanualTagNumTags# of Manual Tags
MANUAL_TAG_TAGSmanualTagTagsManual Tags
SOURCE_TAGSsourceTagsSource Tags
DATE_CLAIMEDdateClaimedDate Claimed or Assigned
AGENT_ACTIVITIES_ASSISTANT_RHTassistantRHTHandle Time - Assisting Agent(s) (min)
AGENT_ACTIVITIES_EXPERT_RHTexpertRHTHandle Time - Expert(s) (min)
UNIQUE_IDuniqueIdUnique ID
BOT_RESPONSE_ORDER
Added September 2019
botResponseOrderBot Response Order
AGENT_RESPONSE_ORDER
Added September 2019
agentResponseOrderAgent Response Order

team_performance (Team Performance)

See Team Performance Export column definitions.

reportMetricjsonPropertyNameColumn Name
INTERVAL_START_DATEIntervalStartDateInterval Start Date
INTERVAL_END_DATEIntervalEndDateInterval End Date
NAMENameName
AGENT_DISPLAY_IDAgentDisplayIdID
EMAILEmailEmail
TEAM_NAMETeamNameTeam
TOTAL_HANDLE_TIMETotalHandleTimeTotal HT (min)
CONVERSATIONS_IN_ASSIGNEDConversationsInAssignedConversations in Assigned
CONVERSATIONS_IN_PENDINGConversationsInPendingConversations in Pending
RESPONSESResponsesResponses
FIRST_RESPONSESFirstResponsesFirst Responses
SUBSEQUENT_RESPONSESSubsequentResponsesSubsequent Responses
RESPONSES_HANDLEDResponsesHandledResponses Handled
AVERAGE_TARAverageTARAverage TAR (min)
MEDIAN_TARMedianTARMedian TAR (min)
AVERAGE_RESPONSE_HANDLE_TIMEAverageResponseHandleTimeAverage Response HT (min)
CONVERSATIONS_HANDLEDConversationsHandledConversations Handled
AVERAGE_CONVERSATION_HANDLE_TIMEAverageConversationHandleTimeAverage Conversation HT (min)
CONVERSATION_CLOSEDConversationClosedClosed
CONVERSATION_CLOSED_WITH_ENGAGEMENTConversationClosedWithEngagementClosed with Engagement
CONVERSATION_CLOSED_WITHOUT_ENGAGEMENTConversationClosedWithoutEngagementClosed without Engagement
PRIMARY_RESPONDER_CSAT_SCOREprimaryResponderCsatScorePrimary Responder CSAT Score
PRIMARY_RESPONDER_CSAT_SURVEYSprimaryResponderCsatSurveysPrimary Responder CSAT Completed Surveys
PRIMARY_RESPONDER_NPS_SCOREprimaryResponderNpsScorePrimary Responder NPS Score
PRIMARY_RESPONDER_NPS_SURVEYSprimaryResponderNpsSurveysPrimary Responder NPS Completed Surveys
FIRST_LOGIN_TIME
This column will no longer be populated starting in December 2019 and will be deprecated in a future release.
FirstLoginTimeFirst Login Time
LAST_LOGOUT_TIME
This column will no longer be populated starting in December 2019 and will be deprecated in a future release.
LastLogoutTimeLast Logout Time
TOTAL_TIME_LOGGED_INTotalTimeLoggedInTotal Time Logged In (min)
CONVERSATIONS_RESPONDED_TOConversationsRespondedToConversations Responded To
RESPONDED_TO_AVG_CASE_HANDLE_TIMERespondedToAvgCaseHandleTimeAverage Conversation HT - Conversations Responded To
RESPONDED_TO_AVG_RESPONSE_HANDLE_TIMERespondedToAvgResponseHandleTimeAverage Response HT - Conversations Responded To
AVERAGE_FIRST_RESPONSE_TARAverageFirstResponseTARAverage First TAR (min)
AVERAGE_SUBSEQUENT_RESPONSE_TARAverageSubsequentResponseTARAverage Subsequent TAR (min)
CLAIMSClaimsClaims from Available
REASSIGNSReassignsAgent Re-Assigns
AGENT_REROUTESAgentReroutesAgent Re-Routes
TOTAL_SNOOZE_ACTIONSTotalSnoozeActionsAgent Snoozes
AGENT_UNASSIGNSAgentUnassignsAgent Unassigns
OTHER_UNASSIGNSOtherUnassignsOther Unassigns
TOTAL_ASSIGNEDTotalAssignedTotal Conversations Assigned
CONVERSATIONS_SNOOZEDConversationsSnoozedTotal Conversations Snoozed
RE_OPENEDReOpenedTotal Conversations Re-Opened
CONVERSATIONS_ACTED_ONConversationsActedOnTotal Conversations Acted On
TOTAL_FIRST_CLAIMSTotalFirstClaimsTotal First Assigned Conversations
AVERAGE_TIME_IN_AVAILABLE_QUEUE
Added February 2019
AverageTimeInAvailableQueueAverage Time to First Assigned (min)
AGENT_ACTIVITIES_V2_TOTAL_IN_PROGRESS
Added February 2019
AgentActivities_total_in_progress_timeTotal In Progress Time (min)
AGENT_ACTIVITIES_V2_TOTAL_RESPONDER_RHT
Added February 2019
AgentActivities_total_responderRHTResponse HT (min) - Responses Sent
AGENT_ACTIVITIES_V2_TOTAL_ASSISTANT_RHT
Added February 2019
AgentActivities_total_assistantRHTResponse HT (min) - Responses Assisted
AGENT_ACTIVITIES_V2_TOTAL_APPROVER_RHT
Added February 2019
AgentActivities_total_approverRHTResponse HT (min) - Responses Approved
AGENT_ACTIVITIES_V2_TOTAL_EXPERT_RHT
Added February 2019
AgentActivities_total_expertRHTResponse HT (min) - Expert Help
AGENT_ACTIVITIES_V2_TOTAL_RESPONSE_HT
Added February 2019
AgentActivities_total_responseHTTotal Response HT (min)
AGENT_ACTIVITIES_V2_AVG_RESPONDER_RHT
Added February 2019
AgentActivities_avg_responderRHTAverage Response HT (min) - Responses Sent
AGENT_ACTIVITIES_V2_TOTAL_APPROVAL_SENT
Added February 2019
AgentActivities_total_approval_sentApproval Requests Handled
AGENT_ACTIVITIES_V2_TOTAL_CASE_NOTE_ADDED
Added February 2019
AgentActivities_total_case_note_addedExpert Help Notes Added
AGENT_ACTIVITIES_V2_TOTAL_CLOSER_CLOSE_HT
Added February 2019
AgentActivities_total_closerCloseHTClosed without Engagement Close HT (min) - Closing Agent
AGENT_ACTIVITIES_V2_TOTAL_OTHER_CLOSE_HT
Added February 2019
AgentActivities_total_otherCloseHTClosed without Engagement Close HT (min)
AGENT_ACTIVITIES_V2_TOTAL_CLOSE_HT
Added February 2019
AgentActivities_total_closeHTTotal Closed without Engagement Close HT (min)
AGENT_ACTIVITIES_V2_TOTAL_CLOSER_WRAP_HT
Added February 2019
AgentActivities_total_closerWrapHTClosed with Engagement Wrap HT (min) - Closing Agent
AGENT_ACTIVITIES_V2_TOTAL_OTHER_WRAP_HT
Added February 2019
AgentActivities_total_otherWrapHTClosed with Engagement Wrap HT (min) - Other Handler
AGENT_ACTIVITIES_V2_TOTAL_WRAP_HT
Added February 2019
AgentActivities_total_wrapHTTotal Closed with Engagement Wrap HT (min)
AGENT_ACTIVITIES_V2_ACTIVE_TIME_IN_FOCUS
Added February 2019
AgentActivities_ActiveTime_inFocusIn-Focus Active Time (min)
AGENT_ACTIVITIES_V2_INACTIVE_TIME_IN_FOCUS
Added February 2019
AgentActivities_InactiveTime_inFocusIn-Focus Inactive Time (min)
AGENT_ACTIVITIES_V2_IDLE_TIME_IN_FOCUS
Added February 2019
AgentActivities_IdleTime_inFocusIn-Focus Idle Time (min)
AGENT_ACTIVITIES_V2_NON_AGENT_TIME_IN_FOCUS
Added February 2019
AgentActivities_NonAgentTime_inFocusIn-Focus Non-Agent Time (min)
AGENT_ACTIVITIES_V2_IN_APP_TIME_IN_FOCUS
Added February 2019
AgentActivities_InAppTime_inFocusTotal In-Focus App Time (min)
AGENT_ACTIVITIES_V2_ACTIVE_TIME_OUT_OF_FOCUS
Added February 2019
AgentActivities_ActiveTime_outOfFocusOut-of-Focus Active Time (min)
AGENT_ACTIVITIES_V2_INACTIVE_TIME_OUT_OF_FOCUS
Added February 2019
AgentActivities_InactiveTime_outOfFocusOut-of-Focus Inactive Time (min)
AGENT_ACTIVITIES_V2_IDLE_TIME_OUT_OF_FOCUS
Added February 2019
AgentActivities_IdleTime_outOfFocusOut-of-Focus Idle Time (min)
AGENT_ACTIVITIES_V2_NON_AGENT_TIME_OUT_OF_FOCUS
Added February 2019
AgentActivities_NonAgentTime_outOfFocusOut-of-Focus Non-Agent Time (min)
AGENT_ACTIVITIES_V2_IN_APP_TIME_OUT_OF_FOCUS
Added February 2019
AgentActivities_InAppTime_outOfFocusTotal Out-of-Focus App Time (min)
CONVERSATIONS_PUSHED
Added September 2019
pushesFromAvailablePushes From Available

📘

Note

The columns relating to Twitter Feedback Surveys will only be included when that feature is enabled. This feature can be enabled or disabled by contacting support. Affected Columns:

  • PRIMARY_RESPONDER_CSAT_SCORE,
  • PRIMARY_RESPONDER_CSAT_SURVEYS,
  • PRIMARY_RESPONDER_NPS_SCORE,
  • PRIMARY_RESPONDER_NPS_SURVEYS

This report also contains a dynamic number of columns, one for each Close Disposition used in the time range. These columns cannot be excluded from the report, and use the names given to these disposition in the Admin screen.

team_performance_interval (Team Performance Interval)

See Team Performance Interval Export column definitions.

reportMetricjsonPropertyNameColumn Name
INTERVAL_START_DATEIntervalStartDateInterval Start Date
INTERVAL_END_DATEIntervalEndDateInterval End Date
NAMENameName
AGENT_DISPLAY_IDAgentDisplayIdID
EMAILEmailEmail
TEAM_NAMETeamNameTeam
TOTAL_HANDLE_TIMETotalHandleTimeTotal HT (min)
CONVERSATIONS_IN_ASSIGNEDConversationsInAssignedConversations in Assigned
CONVERSATIONS_IN_PENDINGConversationsInPendingConversations in Pending
RESPONSESResponsesResponses
FIRST_RESPONSESFirstResponsesFirst Responses
SUBSEQUENT_RESPONSESSubsequentResponsesSubsequent Responses
RESPONSES_HANDLEDResponsesHandledResponses Handled
AVERAGE_TARAverageTARAverage TAR (min)
MEDIAN_TARMedianTARMedian TAR (min)
AVERAGE_RESPONSE_HANDLE_TIMEAverageResponseHandleTimeAverage Response HT (min)
CONVERSATIONS_HANDLEDConversationsHandledConversations Handled
AVERAGE_CONVERSATION_HANDLE_TIMEAverageConversationHandleTimeAverage Conversation HT (min)
CONVERSATION_CLOSEDConversationClosedClosed
CONVERSATION_CLOSED_WITH_ENGAGEMENTConversationClosedWithEngagementClosed with Engagement
CONVERSATION_CLOSED_WITHOUT_ENGAGEMENTConversationClosedWithoutEngagementClosed without Engagement
PRIMARY_RESPONDER_CSAT_SCOREprimaryResponderCsatScorePrimary Responder CSAT Score
PRIMARY_RESPONDER_CSAT_SURVEYSprimaryResponderCsatSurveysPrimary Responder CSAT Completed Surveys
PRIMARY_RESPONDER_NPS_SCOREprimaryResponderNpsScorePrimary Responder NPS Score
PRIMARY_RESPONDER_NPS_SURVEYSprimaryResponderNpsSurveysPrimary Responder NPS Completed Surveys
FIRST_LOGIN_TIME
This column will no longer be populated starting in December 2019 and will be deprecated in a future release.
FirstLoginTimeFirst Login Time
LAST_LOGOUT_TIME
This column will no longer be populated starting in December 2019 and will be deprecated in a future release.
LastLogoutTimeLast Logout Time
TOTAL_TIME_LOGGED_INTotalTimeLoggedInTotal Time Logged In (min)
CONVERSATIONS_RESPONDED_TOConversationsRespondedToConversations Responded To
RESPONDED_TO_AVG_CASE_HANDLE_TIMERespondedToAvgCaseHandleTimeAverage Conversation HT - Conversations Responded To
RESPONDED_TO_AVG_RESPONSE_HANDLE_TIMERespondedToAvgResponseHandleTimeAverage Response HT - Conversations Responded To
AVERAGE_FIRST_RESPONSE_TARAverageFirstResponseTARAverage First TAR (min)
AVERAGE_SUBSEQUENT_RESPONSE_TARAverageSubsequentResponseTARAverage Subsequent TAR (min)
CLAIMSClaimsClaims from Available
REASSIGNSReassignsAgent Re-Assigns
AGENT_REROUTESAgentReroutesAgent Re-Routes
TOTAL_SNOOZE_ACTIONSTotalSnoozeActionsAgent Snoozes
AGENT_UNASSIGNSAgentUnassignsAgent Unassigns
OTHER_UNASSIGNSOtherUnassignsOther Unassigns
TOTAL_ASSIGNEDTotalAssignedTotal Conversations Assigned
CONVERSATIONS_SNOOZEDConversationsSnoozedTotal Conversations Snoozed
RE_OPENEDReOpenedTotal Conversations Re-Opened
CONVERSATIONS_ACTED_ONConversationsActedOnTotal Conversations Acted On
TOTAL_FIRST_CLAIMSTotalFirstClaimsTotal First Assigned Conversations
AVERAGE_TIME_IN_AVAILABLE_QUEUE
Added February 2019
AverageTimeInAvailableQueueAverage Time to First Assigned (min)
AGENT_ACTIVITIES_V2_TOTAL_IN_PROGRESS
Added February 2019
AgentActivities_total_in_progress_timeTotal In Progress Time (min)
AGENT_ACTIVITIES_V2_TOTAL_RESPONDER_RHT
Added February 2019
AgentActivities_total_responderRHTResponse HT (min) - Responses Sent
AGENT_ACTIVITIES_V2_TOTAL_ASSISTANT_RHT
Added February 2019
AgentActivities_total_assistantRHTResponse HT (min) - Responses Assisted
AGENT_ACTIVITIES_V2_TOTAL_APPROVER_RHT
Added February 2019
AgentActivities_total_approverRHTResponse HT (min) - Responses Approved
AGENT_ACTIVITIES_V2_TOTAL_EXPERT_RHT
Added February 2019
AgentActivities_total_expertRHTResponse HT (min) - Expert Help
AGENT_ACTIVITIES_V2_TOTAL_RESPONSE_HT
Added February 2019
AgentActivities_total_responseHTTotal Response HT (min)
AGENT_ACTIVITIES_V2_AVG_RESPONDER_RHT
Added February 2019
AgentActivities_avg_responderRHTAverage Response HT (min) - Responses Sent
AGENT_ACTIVITIES_V2_TOTAL_APPROVAL_SENT
Added February 2019
AgentActivities_total_approval_sentApproval Requests Handled
AGENT_ACTIVITIES_V2_TOTAL_CASE_NOTE_ADDED
Added February 2019
AgentActivities_total_case_note_addedExpert Help Notes Added
AGENT_ACTIVITIES_V2_TOTAL_CLOSER_CLOSE_HT
Added February 2019
AgentActivities_total_closerCloseHTClosed without Engagement Close HT (min) - Closing Agent
AGENT_ACTIVITIES_V2_TOTAL_OTHER_CLOSE_HT
Added February 2019
AgentActivities_total_otherCloseHTClosed without Engagement Close HT (min)
AGENT_ACTIVITIES_V2_TOTAL_CLOSE_HT
Added February 2019
AgentActivities_total_closeHTTotal Closed without Engagement Close HT (min)
AGENT_ACTIVITIES_V2_TOTAL_CLOSER_WRAP_HT
Added February 2019
AgentActivities_total_closerWrapHTClosed with Engagement Wrap HT (min) - Closing Agent
AGENT_ACTIVITIES_V2_TOTAL_OTHER_WRAP_HT
Added February 2019
AgentActivities_total_otherWrapHTClosed with Engagement Wrap HT (min) - Other Handler
AGENT_ACTIVITIES_V2_TOTAL_WRAP_HT
Added February 2019
AgentActivities_total_wrapHTTotal Closed with Engagement Wrap HT (min)
AGENT_ACTIVITIES_V2_ACTIVE_TIME_IN_FOCUS
Added February 2019
AgentActivities_ActiveTime_inFocusIn-Focus Active Time (min)
AGENT_ACTIVITIES_V2_INACTIVE_TIME_IN_FOCUS
Added February 2019
AgentActivities_InactiveTime_inFocusIn-Focus Inactive Time (min)
AGENT_ACTIVITIES_V2_IDLE_TIME_IN_FOCUS
Added February 2019
AgentActivities_IdleTime_inFocusIn-Focus Idle Time (min)
AGENT_ACTIVITIES_V2_NON_AGENT_TIME_IN_FOCUS
Added February 2019
AgentActivities_NonAgentTime_inFocusIn-Focus Non-Agent Time (min)
AGENT_ACTIVITIES_V2_IN_APP_TIME_IN_FOCUS
Added February 2019
AgentActivities_InAppTime_inFocusTotal In-Focus App Time (min)
AGENT_ACTIVITIES_V2_ACTIVE_TIME_OUT_OF_FOCUS
Added February 2019
AgentActivities_ActiveTime_outOfFocusOut-of-Focus Active Time (min)
AGENT_ACTIVITIES_V2_INACTIVE_TIME_OUT_OF_FOCUS
Added February 2019
AgentActivities_InactiveTime_outOfFocusOut-of-Focus Inactive Time (min)
AGENT_ACTIVITIES_V2_IDLE_TIME_OUT_OF_FOCUS
Added February 2019
AgentActivities_IdleTime_outOfFocusOut-of-Focus Idle Time (min)
AGENT_ACTIVITIES_V2_NON_AGENT_TIME_OUT_OF_FOCUS
Added February 2019
AgentActivities_NonAgentTime_outOfFocusOut-of-Focus Non-Agent Time (min)
AGENT_ACTIVITIES_V2_IN_APP_TIME_OUT_OF_FOCUS
Added February 2019
AgentActivities_InAppTime_outOfFocusTotal Out-of-Focus App Time (min)
CONVERSATIONS_PUSHED
Added September 2019
pushesFromAvailablePushes From Available

user (User export)

See User export column definitions.

🚧

Importqant

The following columns are returned only when the export is generated in JSON:

  • TOTAL_CONSOLE_LOGGED_IN_TIME_MILLIS
  • TOTAL_GREEN_STATE_TIME_MILLIS
  • TOTAL_YELLOW_STATE_TIME_MILLIS
  • TOTAL_RED_STATE_TIME_MILLIS
  • TOTAL_MOBILE_TIME_MILLIS

These columns provide time values in milliseconds (datatype String) in order to provide the values in a format that is more convenient for calculations.

reportMetricjsonPropertyNameColumn Name
NAMEnameName
EMAILemailEmail
AGENT_DISPLAY_IDagentDisplayIdAgent ID
TEAM_NAMEteamNameTeam
USER_TYPESuserTypesUser Types
LAST_LOGIN_TIMElastLoginTimeLast Login Time
TOTAL_CONSOLE_LOGGED_IN_TIMEtotalConsoleLoggedInTimeTotal Console Logged In Time
TOTAL_CONSOLE_LOGGED_IN_TIME_MILLIStotalConsoleLoggedInTimeInMillisTotal Console Logged In Time (millis)
TOTAL_GREEN_STATE_TIMEtotalGreenStateTimeTotal Time in Available Green State (min)
TOTAL_GREEN_STATE_TIME_MILLIStotalGreenStateTimeInMillisTotal Time in Available Green State (millis)
TOTAL_YELLOW_STATE_TIMEtotalYellowStateTimeTotal Time in Unavailable Yellow State (min)
TOTAL_YELLOW_STATE_TIME_MILLIStotalYellowStateTimeInMillisTotal Time in Unavailable Yellow State (millis)
TOTAL_RED_STATE_TIMEtotalRedStateTimeTotal Time in Unavailable Red State (min)
TOTAL_RED_STATE_TIME_MILLIStotalRedStateTimeInMillisTotal Time in Unavailable Red State (millis)
TOTAL_MOBILE_TIMEtotalMobileTimeTotal Mobile Logged In Time (min)
TOTAL_MOBILE_TIME_MILLIStotalMobileTimeInMillisTotal Mobile Logged In Time (millis)

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