> For the complete documentation index, see [llms.txt](https://docs.3dolphins.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.3dolphins.ai/analytic/live-agent/conversation-history/download-conversation-history.md). # Download Conversation History The **Download** feature allows you to download and save Conversation History report data to your local storage. This feature allows you to use the file for purposes such as sharing with your team, for analysis, or as a data archive/backup. To download a report, select the **Analytics** menu, then click **Live Agent**. Then, on the **Conversation History** page, click the '**Download Report**' button. A dialog box will appear with the conversation history download. You can click the '**Generate Report**' button. You can view the report in the table under the '**My Queue**' tab, as shown below.

**Component Explanation:**

Component	Description
Queue Number	The queue number generated by the system for each report creation process.
Item	Displays the type or name of the report that is being, has been or will be processed.
Created	Shows the date and time when the report creation process was submitted by the user.
Status	Displays the status of the report creation process, including 'failed', 'processing' and 'complete'

To download, you can click the **'Download'** (

) button in the **Action** component, and when you open the file, it will appear as shown in the following image.

**Component Explanation:**

Component	Description
Ticket Number	Indicates a unique number for each ticket.
Subject	Indicates the subject of the customer message.
Status	Indicates the ticket status, which can be 'Unassigned', 'Assigned', 'Open', 'Pending', or 'Close'.
Priority	Indicates whether the ticket is a priority ticket.
Severity	Indicates the severity level of the ticket.
Source	Indicates the channel through which the ticket was created.
Customer Name	Indicates the customer’s name.
Customer Email	Indicates the customer’s email address.
Customer Phone	Indicates the customer’s phone number.
Username	Indicates the customer identifier in the form of a BSUID.
Twitter Follower	Indicates the number of followers on the customer’s Twitter account.
Last Agent Name	Indicates the name of the agent responsible for handling the ticket.
Group	Indicates the group of the agent responsible for handling the ticket.
Created Date	Indicates the date the ticket was created.
First Unassigned Date	Indicates the date when the ticket first appeared in the Unassigned tab.
First Assigned Date	Indicates the date when the ticket was first assigned to an agent.
Open Date	Indicates the date when the ticket was opened by the agent.
Pending Date	Indicates the date when the ticket changed to the 'Pending' status. Note: 'Pending' means the ticket has been responded to by the agent.
Closed Date	Indicates the date when the ticket was resolved and closed by the agent.
Last Update	Indicates the date of the last update on the ticket record.
First Response Date	Indicates the date when the agent first responded to the customer’s message.
First Response Time	Indicates the duration from when the ticket was created until it was first responded to by the agent. Note: If a bot is involved, the duration is measured from when the ticket entered the Unassigned tab until it was first responded to by the agent.
Resolution Time	Indicates the duration from when the ticket entered the Unassigned tab until it was escalated, transferred, or closed.
Agent Interaction	Indicates the number of bubble messages sent by the agent to the customer.
Bot interaction	Indicates the number of bubble messages sent by the bot to the customer.
Customer Interaction	Indicates the number of bubble messages sent by the customer.
Customer Incoming	Indicates the number of 'incoming messages' sent by the customer. Note: An incoming message refers to a situation where the customer sends multiple bubble messages at the same time.
Customer Responded	Indicates the number of incoming messages responded to by the agent.
Within SLA	Indicates whether the ticket falls within the SLA time frame.
#SLA	Indicates the number of agent responses that fall within the SLA time frame.
#Over SLA	Indicates the number of agent responses outside the SLA time frame.
SLA %	Indicates the percentage of #SLA compared to the number of incoming messages from the agent.
Response Rate	Indicates the percentage of messages responded to by the agent (Response Agent) divided by the incoming messages from the customer.
Ticket Remark	Indicates the comments added when the ticket was closed.
Closure Type	Indicates the type of ticket closure, which can be 'Resolved', 'Without Resolution', 'Drop by Customer', or 'Escalated'.
Tags	Indicates the ticket classifier.
Abandoned	If a ticket is closed while still in the Unassigned status, it is considered abandoned. Note: Applicable for the live chat channel.
Rating	Indicates whether the ticket has been evaluated by QA.
Rating Message	Indicates the message provided by QA when evaluating this ticket.
Outbound	Indicates whether ticket is an outbound ticket.
Open Chat Time	Indicates the duration from when the agent opened the chat window until the ticket was last responded to by the agent.
First Response Agent	Indicates the agent who was first responsible for serving the customer.
Transfer Date	Indicates when the ticket was transferred.
Transfered	Indicates whether the ticket was transferred or not.
Rating Created Date	Indicates when the ticket was evaluated by QA.
Closed By	Indicates with whom the ticket was closed.

You can also download the report file from the conversation history details by selecting a ticket and clicking the **'Detail'** button in the **Raw Message** column. Then, scroll to the bottom of the page and click **'Download Conversation History'**, as shown in the following image.

You will see the downloaded Excel file as shown in the following image.

Excel File Download Detail Conversation History

**Component Explanation:**

Component	Description
Status	Indicates the status of your ticket, which can be 'Unassigned', 'Assigned', 'Open', 'Pending', or 'Close'.
Agent Name	Indicates the name of the agent responsible for handling the ticket.
Group	Indicates the group of the agent responsible for handling the ticket.
Created Date	Indicates when this ticket was created.
Assigned Date	Indicates when this ticket was assigned to an agent.
Closed Date	Indicates when the ticket was resolved by the agent and closed.
Last Updated	Indicates the time of the last update on the ticket record.
First Response Date	Indicates the date when the agent first responded to the customer’s message.
Resolution Time	Indicates the duration from when the ticket entered the Unassigned tab until it was escalated, transferred, or closed.
Within SLA	Indicates whether this ticket falls within the SLA time frame.
SLA (%)	Indicates the percentage of agent responses within the SLA time frame compared to the number of incoming messages from the agent.
Response Rate	Indicates the percentage of messages responded to by the agent (Response Agent) divided by the incoming messages from the customer.
Outbound	Indicates whether this ticket is an outbound ticket.
Ticket Remark	Comments added when the ticket was closed.
Requester Name	Indicates the customer’s name.
Requester Email	Indicates the customer’s email address.
Requester Phone	Indicates the customer’s phone number.
Action Date	Indicates the time this interaction occurred on the ticket.
Ticket Number	Indicates a unique number for each ticket.
Account Name	Indicates the account name used to send the message.
Sender Name	Indicates the name of the message sender.
SLA	Indicates whether this interaction is still within or has exceeded the specified SLA time frame.
Message	Indicates the content of the message sent.