Download Conversation History

Each report on the analytic page can be generated and downloaded to a (.xls, .pdf, .csv, and .txt) file and saved to your local drive for offline viewings such as analysis, sharing, or backup purposes. To download the report, go to Analytic and select the Live Agent menu, and click Conversation History. In the upper right corner of the page, click the 'Download' button. Then, in the dialog box of the download conversation history, click 'Generate Report'.

Generate Report Conversation History

If you have a large amount of data, you may specify how much data to generate in the report by entering in the starting from and to fields. The generated report's results will be presented after this field.

And then, the file will be generated and you can download the file by clicking the 'Download' icon ( ). If you open the file, data will be displayed as shown images below.

Excel File Download Conversation History

Component Explanation:

Nama	Deskripsi
Ticket Number	Unique number for each tiket.
Subject	Subject message.
Status	Your ticket's status is either 'Unassigned,' 'Assigned,' 'Open,' 'Pending,' or 'Close.'
Priority	Indicates whether this ticket is a priority ticket.
Severity	Indicates the severity level for this ticket.
Source	Indicates the channel in which this ticket was created.
Customer Name	Your customer name.
Customer Email	Your customer's email address.
Customer Phone	Your customer's phone number.
Twitter Follower	Total followers on the Twitter account customer.
Agent Name	Indicates agent's name that is responsible for handling this ticket.
Group	Indicates group of agents that is responsible for handling this ticket.
Created Date	Indicates when this ticket is created.
Assigned Date	Indicates when this ticket is assigned to the agent.
Open Date	Indicates when this ticket was opened by the Agent.
Pending Date	Indicates when this ticket changed to 'Pending' status.
Closed Date	Indicates when the ticket has been handled and closed by the Agent.
Last Update	Indicates the most recent update to the ticket record.
First Response Date	Indicates when the Agent initially responded to a customer message.
First Response Time	Duration from the ticket is created until first replied to by the Agent.
Resolution Time	Duration from ticket entry to unassigned tab until the ticket is escalated, transferred, or closed.
Agent Interaction	Total bubble messages send to customer by the Agent.
Bot interaction	Total bubble messages send to customer by the Agent.
Customer Interaction	Total bubble messages sent by customers.
Customer Incoming	Total incoming message sent by customers. Incoming message is conditions when a customer sends some bubble message at one time.
Customer Responded	Total incoming message responded by the Agent.
Within SLA	Indicates whether this ticket is within SLA that specified.
#SLA	Total agent's reply messages within SLA that specified.
#Over SLA	Total agent's reply messages exceed SLA that specified.
SLA %	#SLA percentage compared to the total incoming message from the agent.
Response Rate	Percentage 'response agent' divided by 'incoming message'. Response Agent is a condition where the Agent responds to each customer chat while the incoming message is conditions when a customer sends some bubble message at one time.
Ticket Remark	Remark added when ticket closed.
Closure Type	Closure types for the ticket are either 'Resolved', 'Without Resolution', 'Drop by Customer', or 'Escalated'.
Tags	Category type for this ticket.
Abandoned	If a ticket is closed while it is still unassigned, it is considered abandoned. Note: Only for live chat channels.
Rating	Indicates whether this ticket is appraised by QA.
Rating Message	Indicates message that is left by QA when appraised the ticket.
Outbound	Indicates whether this ticket is an outbound ticket.
Open Chat Time	Duration from agent opening window chats until the agent's last response to the ticket.
First Response Agent	Indicates agent's responsible first responds to the customer.
Transfer	Indicates when the ticket is transferred.
Transfered	Indicates whether the ticket is transferred or not.
Rating Created Date	Indicates when this ticket is appraised by QA.

You can also download files from detail conversation history by selecting ticket and clicking the 'Detail' button on the raw message column. Then, go to the bottom of the page and click 'Download Conversation History'.

Excel File Download Detail Conversation History

Component Explanation:

Nama	Deskripsi
Status	Your ticket's status is either 'Unassigned,' 'Assigned,' 'Open,' 'Pending,' or 'Close.'
Agent Name	Indicates agent's name that is responsible for handling this ticket
Group	Indicates group of agents that is responsible for handling this ticket.
Created Date	Indicates when this ticket is created.
Assigned Date	Indicates when this ticket is assigned to the agent.
Closed Date	Indicates when the ticket has been handled and closed by the Agent.
Last Updated	Indicates the most recent update to the ticket record.
First Response Date	Indicates when the Agent initially responded to a customer message.
Resolution Time	Duration from ticket entry to unassigned tab until the ticket is escalated, transferred, or closed.
Within SLA	Indicates whether this ticket is within SLA that specified.
SLA (%)	Percentage of total agent's reply messages within SLA that specified compared to the total incoming message from the agent.
Response Rate	Percentage 'response agent' divided by 'incoming message'. Response Agent is a condition where the Agent responds to each customer chat while the incoming message is conditions when a customer sends some bubble message at one time.
Outbound	Indicates whether this ticket is an outbound ticket.
Ticket Remark	Remark added when ticket closed.
Requester Name	Your customer name.
Requester Email	Your customer's email address.
Requester Phone	Your customer's phone number.
Action Date	Indicates the time this interaction occurred on the ticket.
Ticket Number	Unique number for each tiket.
Account Name	Account name for sending messages.
Sender Name	Name of the message's sender.
SLA	Indicates whether this ticket is within or over SLA specified.
Message	Indicates the messages' content sent.