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  Article updated: September 13, 2021

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 typePath
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 platformsftp://exports.sparkcentral.comPort: 22
EU platformsftp://exports-eu.sparkcentral.comPort: 22

Export definitions

Virtual Agents

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

HeaderDescriptionValues
Agent IDThe unique Identifier for the Virtual Agent
Agent NameThe name of the Virtual Agent, as configured in the Virtual Agent configurationVirtual Agent Name
MediumThe specific medium on which the Virtual Agent was part of a conversationMedium Name
ChannelThe specific channel on which the Virtual Agent was part of a conversationChannel Name
Channel Display NameThe custom display name of the channel
Total ConversationsThe total number of conversations in which the Virtual Agent has sent at least 1 message
Handover to AgentThe number of conversations that have been handed over from the Virtual Agent to a Human Agent
Handover due to errorThe number of conversations that were handed over because the Virtual Agent encountered an error
ResolvedThe number of conversations that have been resolved by a Virtual Agent
Total Conversations with TopicThe number of Topics that the Virtual Agent has applied to conversations
Total Messages TaggedThe number of messages that have been tagged 
Total Tags AppliedThe 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.

HeaderDescriptionValues
Conversation IDThe Unique Identifier for each Conversation
MediumThe medium on which the Conversation took placeMedium Name
ChannelThe specific Channel on which the Conversation took placeChannel Name
Channel Display NameThe custom display name of the channel
Contact Profile IDThe Unique Identifier for each Contact/Customer
Contact Primary identifierOne of the two identifiers of the contacts. Depending on the medium, this can be the name / phone number / alias / …
Contact Secondary identifierOne 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 ConversationYear-Month-Day HH:MM:SS.MS
Last Status Change Agent IDThe unique identifier of the Agent that made the last status change to the Conversation (moving it to Resolved/Pending)
Last Status Change Agent NameThe Agent that made the last status change to the Conversation (moving it to Resolved/Pending)First Name – Last Name
Last Status Change Agent ReferenceThe Agent’s Internal ID
Last Status Change Team IDThe unique identifier of the Team that made the last status change to the Conversation (moving it to Resolved/Pending)
Last Status Change Team NameThe Team that made the last status change to the Conversation (moving it to Resolved/Pending)Team Name
Current StatusThe last Status of the Conversation at the time of the exportNew / Pending / Resolved
Resolved ByAgent/Virtual Agent/Bulk Resolve/System
Resolved ReasonThe resolve reason selected by the agent
Resolved CommentAny resolve reason comment added by the agent
Resolve TriggerResolve by Human Agent/Virtual Agent/Automation/Auto Resolve
Resolved At (Date / Time)The Date and Timestamp when the Conversation was resolvedYear-Month-Day HH:MM:SS.MS
Resolved Agent IDThe unique identifier of the Agent that resolved the Conversation
Resolved Agent NameThe Agent that resolved the ConversationFirst Name – Last Name
Resolved Agent ReferenceThe Agent’s Internal ID
Number of Inbound MessagesThe total number of messages received from the customer during this conversation
Number of Outbound MessagesThe 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 outboundTime 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 replyTime in seconds
Cherry-Picking Time (s)The time that an Agent was looking at the Conversation (lock) and did not send any replyTime in seconds
Resolution Time (s)The time between the first inbound and the status change to ResolvedTime in seconds
Topic IDsThe unique identifier for the Topics that have been applied to the Conversation
Topic NamesThe Topics that have been applied to the ConversationTopic Name(s)
Conversation URLThe URL to this Conversation in Sparkcentral
Last UpdatedThe Date and timestamp of when the last change was made to this ConversationYear-Month-Day HH:MM:SS.MS
LanguageThe language that was detected or set in the conversationEnglish, French, …
CSAT Score1- Very unsatisfied 2- Unsatisfied 3- Neutral 4- Satisfied 5- Very satisfied
CSAT Completed StatusSuccessful/ Skipped/ Customer did not respond/ Customer’s response was not recognized
CSAT Follow-up QuestionAny followup survey question sent to the customer
CSAT Follow-up AnswerAny 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.

HeaderDescriptionValues
Conversation IDThe Unique Identifier for each Conversation
MediumThe medium on which the Conversation took placeMedium Name
ChannelThe specific Channel on which the Conversation took placeChannel Name
Channel Display NameThe custom display name of the channel
Contact Profile IDThe Unique Identifier for each Contact/Customer
Contact Primary identifierOne of the two identifiers of the contacts. Depending on the medium, this can be the name / phone number / alias / …
Contact Secondary identifierOne 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 ConversationYear-Month-Day HH:MM:SS.MS
Last Status Change Agent IDThe unique identifier of the Agent that made the last status change to the Conversation (moving it to Resolved/Pending)
Last Status Change Agent NameThe Agent that made the last status change to the Conversation (moving it to Resolved/Pending)First Name – Last Name
Last Status Change Agent ReferenceThe Agent’s Internal ID
Last Status Change Team IDThe unique identifier of the Team that made the last status change to the Conversation (moving it to Resolved/Pending)
Last Status Change Team NameThe Team that made the last status change to the Conversation (moving it to Resolved/Pending)Team Name
Current StatusThe last Status of the Conversation at the time of the exportNew / Pending / Resolved
Resolved ByThe type of Agent that resolved the ConversationAgent / Bulk Resolve / Auto-Resolve / System
Resolved At (Date / Time)The Date and Timestamp of when the Conversation was resolvedYear-Month-Day HH:MM:SS.MS
Resolve Agent IDThe unique identifier of the Agent that resolved the Conversation
Resolve Agent NameThe Agent that resolved the ConversationFirst Name – Last Name
Resolved Agent ReferenceThe Agent’s Internal ID
Number of Inbound MessagesThe total number of messages sent by the customer during this conversation
Number of Outbound MessagesTotal 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 outboundTime 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 replyTime in seconds
Cherry-Picking Time (s)The time that an Agent was looking at the Conversation (lock) and did not send any replyTime in seconds
Resolution Time (s)The time between the first inbound and the status change to ResolvedTime in seconds
Topic IDsThe unique identifier for the Topics that have been applied to the Conversation
Topic NamesThe Topics that have been applied to the ConversationTopic Name(s)
Conversation URLThe URL to this Conversation in Sparkcentral
Last UpdatedThe Date and Timestamp of when the last change was made to this ConversationYear-Month-Day HH:MM:SS.MS
LanguageThe language that was detected or set in the conversationEnglish, 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.

HeaderDescriptionValues
Created AtThe Date and Timestamp of when an agent of this team sent the first outbound message.Year-Month-Day HH:MM:SS.MS
Team IDThe unique identifier of the team that has been active
Team NameThe team that has been activeTeam Name
Resolves With ReplyThe total number of conversations that have been resolved by agents of this team and has at least one outbound message
Resolves without ReplyThe 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 rangeTime in seconds
Avg. Resolution Time (s)The Average Resolution Time of all conversations that have been handled by this team in the selected time rangeTime 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 replyTime 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 replyTime 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 HelpedThe 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.

HeaderDescriptionValues
Created AtThe Date and Timestamp of when an agent of this team has sent the first outbound messageYear-Month-Day HH:MM:SS.MS
Team IDThe unique identifier of the team that has been active
Team NameThe team that has been activeTeam Name
Resolves With ReplyThe total number of conversations that have been resolved by agents of this team and has at least one outbound message
Resolves without ReplyThe 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 rangeTime in seconds
Avg. Resolution Time (s)The Average Resolution Time of all conversations that have been handled by this team in the selected time rangeTime 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 replyTime 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 replyTime 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 HelpedThe number of contacts/customers that received at least one inbound from an agent of this team
RepliesThe total number of outbound messages sent by this team 
Tags AddedThe total number of tags added by this team 
Topics AddedThe 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.

HeaderDescriptionValues
Contact Profile IDThe unique identifier for each Contact/Customer within Sparkcentral
MediumThe Medium on which the Contact has sent a messageMedium Name
Primary identifierOne of the two identifiers of the contacts. Depending on the medium, this can be the name / phone number / alias / …
Secondary identifierOne of the two identifiers of the contacts. Depending on the medium, this can be the name / phone number / alias / …
Created AtThe date and time when the Contact sent the first message within the selected time rangeYear-Month-Day HH:MM:SS.MS
Number of ConversationsThe number of conversations with this Contact/Customer
Number of Inbound MessagesThe number of messages sent by this Contact/Customer
Number of Outbound MessagesThe number of messages sent to this Contact/Customer
Last UpdatedDate and Timestamp of the last update of this Contact/CustomerYear-Month-Day HH:MM:SS.MS

Topics

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

HeaderDescriptionValues
Contact Profile IDThe unique identifier for each Contact/Customer within Sparkcentral
MediumThe Medium on which the Contact has sent a messageMedium Name
Primary identifierOne of the two identifiers of the contacts. Depending on the medium, this can be the name / phone number / alias / …
Secondary identifierOne of the two identifiers of the contacts. Depending on the medium, this can be the name / phone number / alias / …
Created AtThe date and time when the Contact sent the first message within the selected time rangeYear-Month-Day HH:MM:SS.MS
Number of ConversationsThe number of conversations with this Contact/Customer
Number of Inbound MessagesThe number of messages sent by this Contact/Customer
Number of Outbound MessagesThe number of messages sent to this Contact/Customer
Last UpdatedDate and Timestamp of the last update of this Contact/CstomerYear-Month-Day HH:MM:SS.MS

Tags

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

HeaderDescriptionValues
Tag IDThe Unique Identifier for the Tag
Tag NameThe name of the TagTag Name
Total ContactsThe number of Contacts that have had a Tag applied on one of their messages
Total MessagesThe total number of messages that have had a Tag during the selected time range
Total Current MessagesThe number of messages that have a Tag applied during the selected time range at the moment of the export
MediumThe specific medium from the message on which the Tag has been appliedMedium Name
ChannelThe specific channel from the message on which the Tag has been appliedChannel Name
Channel Display NameThe 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.

HeaderDescriptionValues
User IDThe unique ID for each User
User NameThe name of the UserUser Name
User Email AddressThe email address of the UserEmail Address
TypeThe presence typeAvailable / Away
Away StateThe custom away state name
FromThe Start DateYear-Month-Day HH:MM:SS.MS
ToThe End DateYear-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.

HeaderDescriptionValues
Conversation IDThe unique identifier for each Conversation
MediumThe medium on which the Conversation took placeMedium Name
Sender ChannelThe Channel name on which the Contact has contacted youChannel Name
Sender Channel Display NameThe custom display name of the channel
Contact Profile IDThe unique identifier for each Contact
Started ByThe 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 ReasonIn 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
FromThe timestamp of the “Started By” event (the actual timestamp is used to calculate the Response Time)HH:MM:SS:MS
ToThe timestamp of the outbound messageHH: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 IDThe unique identifier of the Agent sending the outbound message
Replying Agent NameThe name of the Agent who send the outbound message
Replying Agent ReferenceThe agent’s internal ID
Inbound Message IDThe unique identifier for the inbound message
Outbound Message IDThe unique identifier for the outbound message
Conversation URLThe ULR to this conversation in Sparkcentral

Users

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

HeaderDescriptionValues
User IDThe unique identifier of the user
User NameThe name of the userUser Name
User Email AddressThe email address of the userUser Email Address
User ReferenceThe internal ID of the user
Available Time (s)The total time this user has been Available in the selected time rangeTime in seconds
Away Time (s)The total time this user has been Away in the selected time rangeTime in seconds
Contacts HandledThe 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 replyTime in seconds
Cherry-Picking Time (s)The total time that the user was looking at Conversations (lock) and did not send any replyTime in seconds
RepliesThe total number of outbound messages sent by this user
Resolves With ReplyThe total number of conversations that have been resolved by the user and has at least one outbound message
Resolves No-ReplyThe total number of conversations that have been resolved the user without an outbound message
Tags AddedThe total number of tags added by this user
Topics AddedThe 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.

HeaderDescriptionValues
Contact Profile IDThe Unique Identifier for each Contact/Customer
Contact Primary IdentifierOne of the two identifiers of the contacts. The value depends on the medium.Name / Phone Number / Alias
Contact Secondary IdentifierOne of the two identifiers of the contacts. The value depends on the medium.Name / Phone Number / Alias
Attribute IDThe Unique Identifier for each Contact Attribute
Attribute NameThe name of the Contact Attribute
Attribute ValueThe value of the defined Contact Attribute
Attribute TypeThe type of Contact AttributeFreeform / Dropdown