Sparkcentral data exports

Using Sparkcentral data exports allows you to create custom reports in Excel, or import data into your data warehouse for further analysis. Data exports are downloaded as .csv files. 

On-demand exports

On-demand export files include IDs, allowing you to link tables for more advanced analysis. For example, the Conversation ID field can be found in both conversation and message export types.

To create an on-demand export:

  1. On the Analytics tab, select Exports, and then select On-Demand (supervisor-level access is required).
  2. Under Export Type, choose an option.
  3. Use the Timezone, Date Range, and Channels filters to define the scope of the export.
  4. Select Generate Export. The file is generated in the background, and you will be notified when the export is available.
  5. Select the download icon to download the .csv file to your computer.

Scheduled exports

The scheduled exports are available in .csv format on an SFTP location.

To create a scheduled export:

  1. On the Analytics tab, select Exports, and then select Scheduled.
  2. Select Create Scheduled Export
  3. Enter a name for the new export.
  4. Under Export Type, choose an option.
  5. Use the Timezone, Channels, and Frequency filters to define the scope of the export.
  6. Select Save.

Path and file names

The root folder of the FTP is called /export. Each scheduled export is placed in a subdirectory in this root folder, as shown here.

Export type Path
Resolved Conversations /export/resolved-conversation
Open Conversations /export/open-conversation
Contacts /export/contact
Messages /export/message
Response Times /export/response-times
Tags /export/tag
Teams /export/team
Topics /export/topic
Users /export/user
User Presence /export/user-presence

Examples:

  • /export/topic/[orgId][exportType][from ddMMyyyHHmmss][to ddMMyyyHHmmss][uuid].csv
  • /export/open-conversation/[orgId][exportType][ddMMyyyHHmmss][uuid].csv

FTP access

To access the Scheduled Exports or Audit Logs for your account, you'll need to log in to an FTP server.

Admins can create new FTP users and update passwords for existing users. You can find this in Settings by selecting Integration & APIs and then FTP Users.

The FTP account password will be shown only once. However, you can generate a new password if needed.

FTP servers

US platform sftp://exports.sparkcentral.com Port: 22
EU platform sftp://exports-eu.sparkcentral.com Port: 22

Export definitions

Virtual Agents

This export contains the metrics collected per virtual agent for a selected time range.

Header Description Values
Agent ID The unique Identifier for the Virtual Agent  
Agent Name The name of the Virtual Agent, as configured in the Virtual Agent configuration Virtual Agent Name
Medium The specific medium on which the Virtual Agent was part of a conversation Medium Name
Channel The specific channel on which the Virtual Agent was part of a conversation Channel Name
Channel Display Name The custom display name of the channel  
Total Conversations The total number of conversations in which the Virtual Agent has sent at least 1 message  
Handover to Agent The number of conversations that have been handed over from the Virtual Agent to a Human Agent  
Handover due to error The number of conversations that were handed over because the Virtual Agent encountered an error  
Resolved The number of conversations that have been resolved by a Virtual Agent  
Total Conversations with Topic The number of Topics that the Virtual Agent has applied to conversations  
Total Messages Tagged The number of messages that have been tagged  
Total Tags Applied The number of Tags that have been applied  

Resolved Conversations

This export contains all conversations that are resolved for the first time in the selected time range. The export includes one row per conversation, with data that was available for that conversation at the time of the export.

Header Description Values
Conversation ID The Unique Identifier for each Conversation  
Medium The medium on which the Conversation took place Medium Name
Channel The specific Channel on which the Conversation took place Channel Name
Channel Display Name The custom display name of the channel  
Contact Profile ID The Unique Identifier for each Contact/Customer  
Contact Primary identifier One of the two identifiers of the contacts. Depending on the medium, this can be the name / phone number / alias / …  
Contact Secondary identifier One of the two identifiers of the contacts. Depending on the medium, this can be the name / phone number / alias / …  
Created at (Date / Time) The creation date of the Conversation Year-Month-Day HH:MM:SS.MS
Last Status Change Agent ID The unique identifier of the Agent that made the last status change to the Conversation (moving it to Resolved/Pending)  
Last Status Change Agent Name The Agent that made the last status change to the Conversation (moving it to Resolved/Pending) First Name – Last Name
Last Status Change Agent Reference The Agent’s Internal ID  
Last Status Change Team ID The unique identifier of the Team that made the last status change to the Conversation (moving it to Resolved/Pending)  
Last Status Change Team Name The Team that made the last status change to the Conversation (moving it to Resolved/Pending) Team Name
Current Status The last Status of the Conversation at the time of the export New / Pending / Resolved
Resolved By Agent/Virtual Agent/Bulk Resolve/System  
Resolved Reason The resolve reason selected by the agent  
Resolved Comment Any resolve reason comment added by the agent  
Resolve Trigger Resolve by Human Agent/Virtual Agent/Automation/Auto Resolve  
Resolved At (Date / Time) The Date and Timestamp when the Conversation was resolved Year-Month-Day HH:MM:SS.MS
Resolved Agent ID The unique identifier of the Agent that resolved the Conversation  
Resolved Agent Name The Agent that resolved the Conversation First Name – Last Name
Resolved Agent Reference The Agent’s Internal ID  
Number of Inbound Messages The total number of messages received from the customer during this conversation  
Number of Outbound Messages The total number of messages sent to the customer during this conversation  
First Response Time (s) The time between the first inbound and the first outbound, or the time between handover from VA/AR to the New queue and the first Human Agent outbound Time in seconds
Handle Time (s) The time that an Agent was actively working on this Conversation (lock) Time in seconds
No-Reply Time (s) The time that an Agent was looking at the Conversation (lock) and resolved it without any reply Time in seconds
Cherry-Picking Time (s) The time that an Agent was looking at the Conversation (lock) and did not send any reply Time in seconds
Resolution Time (s) The time between the first inbound and the status change to Resolved Time in seconds
Topic IDs The unique identifier for the Topics that have been applied to the Conversation  
Topic Names The Topics that have been applied to the Conversation Topic Name(s)
Conversation URL The URL to this Conversation in Sparkcentral  
Last Updated The Date and timestamp of when the last change was made to this Conversation Year-Month-Day HH:MM:SS.MS
Language The language that was detected or set in the conversation English, French, …
CSAT Score 1- Very unsatisfied 2- Unsatisfied 3- Neutral 4- Satisfied 5- Very satisfied  
CSAT Completed Status Successful/ Skipped/ Customer did not respond/ Customer’s response was not recognized  
CSAT Follow-up Question Any followup survey question sent to the customer  
CSAT Follow-up Answer Any followup answer/feedback received from the customer  

Open Conversations

This export contains all conversations with the status New/Pending at the moment of the export. The export includes one row per conversation, with data that was available for that conversation at the time of the export.

Header Description Values
Conversation ID The Unique Identifier for each Conversation  
Medium The medium on which the Conversation took place Medium Name
Channel The specific Channel on which the Conversation took place Channel Name
Channel Display Name The custom display name of the channel  
Contact Profile ID The Unique Identifier for each Contact/Customer  
Contact Primary identifier One of the two identifiers of the contacts. Depending on the medium, this can be the name / phone number / alias / …  
Contact Secondary identifier One of the two identifiers of the contacts. Depending on the medium, this can be the name / phone number / alias / …  
Created at (Date / Time) The creation date of the Conversation Year-Month-Day HH:MM:SS.MS
Last Status Change Agent ID The unique identifier of the Agent that made the last status change to the Conversation (moving it to Resolved/Pending)  
Last Status Change Agent Name The Agent that made the last status change to the Conversation (moving it to Resolved/Pending) First Name – Last Name
Last Status Change Agent Reference The Agent’s Internal ID  
Last Status Change Team ID The unique identifier of the Team that made the last status change to the Conversation (moving it to Resolved/Pending)  
Last Status Change Team Name The Team that made the last status change to the Conversation (moving it to Resolved/Pending) Team Name
Current Status The last Status of the Conversation at the time of the export New / Pending / Resolved
Resolved By The type of Agent that resolved the Conversation Agent / Bulk Resolve / Auto-Resolve / System
Resolved At (Date / Time) The Date and Timestamp of when the Conversation was resolved Year-Month-Day HH:MM:SS.MS
Resolve Agent ID The unique identifier of the Agent that resolved the Conversation  
Resolve Agent Name The Agent that resolved the Conversation First Name – Last Name
Resolved Agent Reference The Agent’s Internal ID  
Number of Inbound Messages The total number of messages sent by the customer during this conversation  
Number of Outbound Messages Total number of messages sent to the customer during this conversation  
First Response Time (s) The time between the first inbound and the first outbound, or the time between handover from VA/AR to the New queue and the first Human Agent outbound Time in seconds
Handle Time (s) The time that an Agent was actively working on this Conversation (lock) Time in seconds
No-Reply Time (s) The time that an Agent was looking at the Conversation (lock) and resolved it without any reply Time in seconds
Cherry-Picking Time (s) The time that an Agent was looking at the Conversation (lock) and did not send any reply Time in seconds
Resolution Time (s) The time between the first inbound and the status change to Resolved Time in seconds
Topic IDs The unique identifier for the Topics that have been applied to the Conversation  
Topic Names The Topics that have been applied to the Conversation Topic Name(s)
Conversation URL The URL to this Conversation in Sparkcentral  
Last Updated The Date and Timestamp of when the last change was made to this Conversation Year-Month-Day HH:MM:SS.MS
Language The language that was detected or set in the conversation English, French, …

Messages

This export contains all unique messages created in the selected time range. The export includes one row per message, with data that was available for that message at the time of the export.

Header Description Values
Created At The Date and Timestamp of when an agent of this team sent the first outbound message. Year-Month-Day HH:MM:SS.MS
Team ID The unique identifier of the team that has been active  
Team Name The team that has been active Team Name
Resolves With Reply The total number of conversations that have been resolved by agents of this team and has at least one outbound message  
Resolves without Reply The total number of conversations that have been resolved by agents of this team without an outbound message  
Avg. First Response Time (s) The Average First Response Time of all conversations that have been handled by agents of this team in the selected time range Time in seconds
Avg. Resolution Time (s) The Average Resolution Time of all conversations that have been handled by this team in the selected time range Time in seconds
Total Handle Time (s) The total time that agents of this team were actively working on conversations (lock) Time in seconds
Total No-Reply Time (s) The total time that agents of this team were looking at conversations (lock) and resolved it without any reply Time in seconds
Total Cherry-Picking Time (s) The total time that agents of this team were looking at Conversations (lock) and did not send any reply Time in seconds
Avg. Handle Time (s) The average of the time that agents of this team were actively working on conversations (lock) Time in seconds
Contacts Helped The number of contacts/customers that received at least one inbound from an agent of this team  

Teams

This export contains data on a team level. Only teams that have at least one outbound message are included in the export. The export includes one row per team, with data that was available at the time of the export.

Header Description Values
Created At The Date and Timestamp of when an agent of this team has sent the first outbound message Year-Month-Day HH:MM:SS.MS
Team ID The unique identifier of the team that has been active  
Team Name The team that has been active Team Name
Resolves With Reply The total number of conversations that have been resolved by agents of this team and has at least one outbound message  
Resolves without Reply The total number of conversations that have been resolved by agents of this team without an outbound message  
Avg. First Response Time (s) The Average First Response Time of all conversations that have been handled by agents of this team in the selected time range Time in seconds
Avg. Resolution Time (s) The Average Resolution Time of all conversations that have been handled by this team in the selected time range Time in seconds
Total Handle Time (s) The total time that agents of this team were actively working on Conversations (lock) Time in seconds
Total No-Reply Time (s) The total time that agents of this team were looking at conversations (lock) and resolved it without any reply Time in seconds
Total Cherry-Picking Time (s) The total time that agents of this team were looking at conversations (lock) and did not send any reply Time in seconds
Avg. Handle Time (s) The average of the time that agents of this team were actively working on conversations (lock) Time in seconds
Contacts Helped The number of contacts/customers that received at least one inbound from an agent of this team  
Replies The total number of outbound messages sent by this team  
Tags Added The total number of tags added by this team  
Topics Added The total number of topics added by this team  

Contacts

This export contains all contacts that have at least one message in the selected time range.

Header Description Values
Contact Profile ID The unique identifier for each Contact/Customer within Sparkcentral  
Medium The Medium on which the Contact has sent a message Medium Name
Primary identifier One of the two identifiers of the contacts. Depending on the medium, this can be the name / phone number / alias / …  
Secondary identifier One of the two identifiers of the contacts. Depending on the medium, this can be the name / phone number / alias / …  
Created At The date and time when the Contact sent the first message within the selected time range Year-Month-Day HH:MM:SS.MS
Number of Conversations The number of conversations with this Contact/Customer  
Number of Inbound Messages The number of messages sent by this Contact/Customer  
Number of Outbound Messages The number of messages sent to this Contact/Customer  
Last Updated Date and Timestamp of the last update of this Contact/Customer Year-Month-Day HH:MM:SS.MS

Topics

This export contains all topics that have at least one application in the selected time range.

Header Description Values
Contact Profile ID The unique identifier for each Contact/Customer within Sparkcentral  
Medium The Medium on which the Contact has sent a message Medium Name
Primary identifier One of the two identifiers of the contacts. Depending on the medium, this can be the name / phone number / alias / …  
Secondary identifier One of the two identifiers of the contacts. Depending on the medium, this can be the name / phone number / alias / …  
Created At The date and time when the Contact sent the first message within the selected time range Year-Month-Day HH:MM:SS.MS
Number of Conversations The number of conversations with this Contact/Customer  
Number of Inbound Messages The number of messages sent by this Contact/Customer  
Number of Outbound Messages The number of messages sent to this Contact/Customer  
Last Updated Date and Timestamp of the last update of this Contact/Cstomer Year-Month-Day HH:MM:SS.MS

Tags

This export contains all tags that have at least one application in the selected time range.

Header Description Values
Tag ID The Unique Identifier for the Tag  
Tag Name The name of the Tag Tag Name
Total Contacts The number of Contacts that have had a Tag applied on one of their messages  
Total Messages The total number of messages that have had a Tag during the selected time range  
Total Current Messages The number of messages that have a Tag applied during the selected time range at the moment of the export  
Medium The specific medium from the message on which the Tag has been applied Medium Name
Channel The specific channel from the message on which the Tag has been applied Channel Name
Channel Display Name The custom display name of the channel  

User Presence

This export contains all users that have at least one away or available time in the selected time range. Note that if a time range starts or ends out of the selected time frame, it will be included in the report.

Header Description Values
User ID The unique ID for each User  
User Name The name of the User User Name
User Email Address The email address of the User Email Address
Type The presence type Available / Away
Away State The custom away state name  
From The Start Date Year-Month-Day HH:MM:SS.MS
To The End Date Year-Month-Day HH:MM:SS.MS
Duration (s) The duration in which the User has been in this Presence type  

Response Times

This export contains all responses for which the outbound message was created in the selected time range. 

Header Description Values
Conversation ID The unique identifier for each Conversation  
Medium The medium on which the Conversation took place Medium Name
Sender Channel The Channel name on which the Contact has contacted you Channel Name
Sender Channel Display Name The custom display name of the channel  
Contact Profile ID The unique identifier for each Contact  
Started By The reason why the Conversation became visible in the New queue

NEW_CONVERSATION

VA_HANDED_OVER_CONVERSATION

VA_REASSIGNED_CONVERSATION_TO_HUMAN_AGENT

INBOUND_MESSAGE

Handover Reason In case the “Started by” is “VA_HANDED_OVER_CONVERSATION”, this is the specific reason why there was an Handover

MANUALLY_BY_USER

USER_DELETED

USER_OFFLINE

CHANNEL_DELETE,

CHANNEL_ACCESS_REVOKED

CONVERSATION_RESOLVED

VA_ENCOUNTERED_ERROR

GDPR_INVOKED

From The timestamp of the “Started By” event (the actual timestamp is used to calculate the Response Time) HH:MM:SS:MS
To The timestamp of the outbound message HH:MM:SS:MS
Agent Response Time (s) The difference between the “From” and “To” (the time it took an Agent to respond to the contact)  
Replying Agent ID The unique identifier of the Agent sending the outbound message  
Replying Agent Name The name of the Agent who send the outbound message  
Replying Agent Reference The agent’s internal ID  
Inbound Message ID The unique identifier for the inbound message  
Outbound Message ID The unique identifier for the outbound message  
Conversation URL The ULR to this conversation in Sparkcentral  

Users

This export contains the metrics collected per agent for a selected time range.

Header Description Values
User ID The unique identifier of the user  
User Name The name of the user User Name
User Email Address The email address of the user User Email Address
User Reference The internal ID of the user  
Available Time (s) The total time this user has been Available in the selected time range Time in seconds
Away Time (s) The total time this user has been Away in the selected time range Time in seconds
Contacts Handled The number of contacts/customers that received at least one inbound from this user  
Avg. Handle Time (s) The average of the time the user was actively working on Conversations (lock) Time in seconds
Handle Time (s) The total time the user actively working on Conversations (lock) Time in seconds
No-Reply Time (s) The total time that the user was looking at Conversations (lock) and resolved it without any reply Time in seconds
Cherry-Picking Time (s) The total time that the user was looking at Conversations (lock) and did not send any reply Time in seconds
Replies The total number of outbound messages sent by this user  
Resolves With Reply The total number of conversations that have been resolved by the user and has at least one outbound message  
Resolves No-Reply The total number of conversations that have been resolved the user without an outbound message  
Tags Added The total number of tags added by this user  
Topics Added The total number of topics added by this user  

Contact Attributes

This export contains all the contact attributes stored in Sparkcentral that were filled out manually by agents or bots, or by retrieving data from a CRM. Contacts that messaged your brand in the selected timeframe are included.

Header Description Values
Contact Profile ID The Unique Identifier for each Contact/Customer  
Contact Primary Identifier One of the two identifiers of the contacts. The value depends on the medium. Name / Phone Number / Alias
Contact Secondary Identifier One of the two identifiers of the contacts. The value depends on the medium. Name / Phone Number / Alias
Attribute ID The Unique Identifier for each Contact Attribute  
Attribute Name The name of the Contact Attribute  
Attribute Value The value of the defined Contact Attribute  
Attribute Type The type of Contact Attribute Freeform / Dropdown