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  Article updated: August 16, 2022

Sparkcentral data exports

You can create and download custom .csv file reports of your Sparkcentral data. By reporting on data such as conversations, messages, agents, and contacts, you can perform deep analysis on the performance of specific areas of your service.

Export files include IDs for certain fields, 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.

Create data exports

To create an on-demand export, follow these steps:

  1. Under Analytics, select Exports, and then select On-demand. Under Export type, select an option.
  2. Use the Time zone, Date range, and Channels filters to narrow the scope of your report.
  3. Select Generate export. You’ll be notified when the file is available.
  4. Select the download icon to download the .csv file to your computer.

Export definitions

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 the conversation at the time of the export.

Resolved conversations
HeaderDescription
Conversation IDThe unique identifier for the conversation
MediumThe social network or messaging service platform where the conversation took place
ChannelThe channel where the conversation took place
Channel Display NameThe custom display name of the channel
Contact Profile IDThe unique identifier for the contact
Contact Primary IdentifierOne of the two identifiers for contacts. Depending on the platform, this could be name, phone number, alias, etc.
Contact Secondary IdentifierOne of the two identifiers for contacts. Depending on the platform, this could be name, phone number, alias, etc.
Created atThe creation date of the conversation
Last Status Change Agent IDThe unique identifier for the agent who made the last status change to the conversation (moved it to Resolved or Pending)
Last Status Change Agent NameThe agent who made the last status change to the conversation (moved it to Resolved or Pending)
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 (moved it to Resolved or Pending)
Last Status Change Team NameThe team that made the last status change to the conversation (moved it to Resolved or Pending)
Current StatusThe last status of the conversation at the time of the export
Resolved ByWhether the conversation was resolved by an agent, a virtual agent, a bulk resolve event, or the system
Resolve ReasonThe resolve reason selected by the agent
Resolve CommentAny resolve reason comment added by the agent
Resolve TriggerWhether the conversation was resolved by a human agent, a virtual agent, automation, or auto-resolve
Resolved At When the conversation was resolved
Resolved Agent IDThe unique identifier of the agent who resolved the conversation
Resolved Agent NameThe agent who resolved the conversation
Resolved Agent ReferenceThe agent’s Internal ID
Number of Inbound MessagesThe total number of messages received from the contact during the conversation
Number of Outbound MessagesThe total number of messages sent to the contact during the conversation
First Response Time (s)The length of time between the first inbound and first outbound message, or the time between handover from VA/AR to the New queue and the first human agent outbound message
Handle Time (s)The length of time that an agent was actively working on the conversation (lock)
No-Reply Time (s)The length of time that an agent was looking at the conversation (lock) and resolved it without a reply
Cherry-Picking Time (s)The length of time that an agent was looking at the conversation (lock) and did not send a reply
Resolution Time (s)The length of time between the first inbound message and the status change to Resolved
Topic IDsThe unique identifiers for topics applied to the conversation
Topic NamesThe topics applied to the conversation
Conversation URLThe URL to the conversation
Last UpdatedWhen the last change was made to the conversation
LanguageThe language detected or set in the conversation
CSAT ScoreThe contact’s rating submitted via CSAT survey
CSAT Completed StatusThe response status of the contact after being sent a CSAT survey
CSAT Follow-up QuestionAny follow-up survey question sent to the contact
CSAT Follow-up AnswerAny follow-up answer received from the contact
Open conversations

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

Open conversations
HeaderDescription
Conversation IDThe unique identifier for the conversation
MediumThe social network or messaging service platform where the conversation took place
ChannelThe channel where the conversation took place
Channel Display NameThe custom display name of the channel
Contact Profile IDThe unique identifier for the contact
Contact Primary IdentifierOne of the two identifiers for contacts. Depending on the platform, this could be name, phone number, alias, etc.
Contact Secondary IdentifierOne of the two identifiers for contacts. Depending on the platform, this could be name, phone number, alias, etc.
Created atThe creation date of the conversation
Last Status Change Agent IDThe unique identifier for the agent who made the last status change to the conversation (moved it to Resolved or Pending)
Last Status Change Agent NameThe agent who made the last status change to the conversation (moved it to Resolved or Pending)
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 (moved it to Resolved or Pending)
Last Status Change Team NameThe team that made the last status change to the conversation (moved it to Resolved or Pending)
Current StatusThe last status of the conversation at the time of the export
Resolved By Whether the conversation was resolved by an agent, a virtual agent, a bulk resolve event, or the system
Resolved At When the conversation was resolved
Resolved Agent IDThe unique identifier of the agent who resolved the conversation
Resolved Agent NameThe agent who resolved the conversation
Resolved Agent ReferenceThe agent’s Internal ID
Number of Inbound MessagesThe total number of messages received from the contact during the conversation
Number of Outbound MessagesThe total number of messages sent to the contact during the conversation
First Response Time (s)The length of time between the first inbound and first outbound message, or the time between handover from VA/AR to the New queue and the first human agent outbound message
Handle Time (s)The length of time that an agent was actively working on the conversation (lock)
No-Reply Time (s)The length of time that an agent was looking at the conversation (lock) and resolved it without a reply
Cherry-Picking Time (s)The length of time that an agent was looking at the conversation (lock) and did not send a reply
Resolution Time (s)The length of time between the first inbound message and the status change to Resolved
Topic IDsThe unique identifiers for topics applied to the conversation
Topic NamesThe topics applied to the conversation
Conversation URLThe URL to the conversation
Last UpdatedWhen the last change was made to the conversation
LanguageThe language detected or set in the conversation
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.

Messages
HeaderDescription
Message IDThe unique identifier for the message
Created atWhen the message was created
Conversation IDThe unique identifier for each conversation
MediumThe social media or messaging service platform on which the message was sent
ChannelThe channel on which the message was sent
Channel Display NameThe custom display name of the channel
Contact Profile IDThe unique identifier for each contact
Contact Primary IdentifierOne of the two identifiers for contacts. Depending on the platform, this could be name, phone number, alias, etc.
Contact Secondary identifierOne of the two identifiers for contacts. Depending on the platform, this could be name, phone number, alias, etc.
Message TypeThe specific type of message
OriginWhere the message was sent from
Outbound Message TypeWhere the agent outbound was sent from
DirectionWhere the message came from
Agent IDThe unique identifier of the agent who sent the message
Agent NameThe agent who sent the message
Agent ReferenceThe agent’s internal ID
Team IDThe unique identifier of the team
Team NameThe team that the agent who sent the outbound message is a member of
Tag IDsThe unique identifier of the tag
Tag NamesThe tags applied to the message
ContentThe message content - available only for Twitter content and only for on-demand exports
Conversation URLThe URL for this conversation
Post URLThe URL for the original post or message in the social network or messaging platform
Last UpdatedWhen the message was last updated in the system
Deleted AtWhen the message was deleted from the system
System User Type

The type of message. Values include:

  • sla - For Intermediate Feedback Messages

  • external_system - For messages such as Proactive outbounds

Teams

This export contains team-level data. 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.

Teams
HeaderDescription
Created AtWhen an agent on this team sent the first outbound message
Team IDThe unique identifier of the team that has been active
Team NameThe team that has been active
Resolves with ReplyThe total number of conversations resolved by agents on this team with at least one outbound message
Resolves without ReplyThe total number of conversations resolved by agents on this team without an outbound message
Average First Response TimeThe average first response time of all conversations handled by agents on this team in the selected time range
Average Resolution Time The average resolution time of all conversations handled by this team in the selected time range
Total Handle Time The total time that agents on this team were actively working on conversations (lock)
Total No-Reply Time The total time that agents on this team were looking at conversations (lock) and resolved them without any reply
Total Cherry-Picking Time The total time that agents on this team were looking at conversations (lock) and did not send any reply
Average Handle Time The average time that agents on this team were actively working on conversations (lock)
Contacts HelpedThe number of contacts who received at least one message from an agent on this team
CSAT with Score 1The total number of customer satisfaction surveys returned with a score of 1 during the selected time range
CSAT with Score 2The total number of customer satisfaction surveys returned with a score of 2 during the selected time range
CSAT with Score 3The total number of customer satisfaction surveys returned with a score of 3 during the selected time range
CSAT with Score 4The total number of customer satisfaction surveys returned with a score of 4 during the selected time range
CSAT with Score 5The total number of customer satisfaction surveys returned with a score of 5 during the selected time range
Tags AddedThe total number of tags added by this team
Topics AddedThe total number of topics added by this team
RepliesThe total number of outbound messages sent by this team
Contacts

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

Contacts
HeaderDescription
Contact Profile IDThe unique identifier for the contact
MediumThe social media or messaging service platform on which the contact sent a message
Primary IdentifierOne of the two identifiers for contacts. Depending on the platform, this could be name, phone number, alias, etc.
Secondary IdentifierOne of the two identifiers for contacts. Depending on the platform, this could be name, phone number, alias, etc.
Created AtThe date and time when the Contact sent the first message within the selected time range
Number of ConversationsThe number of conversations with the contact
Number of Inbound MessagesThe number of messages sent by the contact
Number of Outbound MessagesThe number of messages sent to the contact
Last UpdatedDate and time of the last update to the contact
Topics

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

Topics
HeaderDescription
Topic IDThe unique identifier for the topic
Topic NameThe name of the topic
ActiveWhether the topic still exists on the Topics page in the Routing and automation section of Admin settings
Total ConversationsTotal Conversations
Total Current ConversationsThe count of all conversations that have a topic applied at the moment of the export, within the selected time range
MediumThe social network or messaging service platform of the conversation a topic was applied to
ChannelThe channel of the conversation the topic was applied to
Channel Display NameThe custom display name of the channel
Tags

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

Tags
HeaderDescription
Tag IDThe unique identifier for the tag
Tag NameThe name of the tag
ActiveWhether the tag still exists on the Tags page in the Routing and automation section of Admin settings
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 applied 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 social network or messaging service platform of the message the tag was applied to
ChannelThe channel of the message the tag was applied to
Channel Display NameThe custom display name of the channel
User presence

This export contains all agents that have at least one Away or Available state in the selected time range. Note that if a time range starts or ends outside of the selected time frame, it will be included in the report.

User presence
HeaderDescription
User IDThe unique ID for the agent
User NameThe name of the agent
User Email AddressThe email address of the agent
TypeThe presence type
Away StateThe custom away state name
FromThe start date and time
ToThe end date and time
Duration (s)How long the agent has been in this presence type
Users

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

Users
HeaderDescription
User IDThe unique identifier of the agent
User NameThe name of the agent
User Email AddressThe email address of the agent
User ReferenceThe internal ID of the agent
Available Time (s)The total time the agent has been Available in the selected time range
Away Time (s)The total time the agent has been Away in the selected time range
Contacts HelpedThe number of contacts that received at least one message from the agent
Avg. Handle Time (s)The average time the agent was actively working on conversations (lock)
Handle Time (s)The total time the agent was actively working on conversations (lock)
No-Reply Time (s)The total time the agent was looking at conversations (lock) and resolved them without replying
Cherry-Picking Time (s)The total time the agent was looking at conversations (lock) and did not send replies
RepliesThe total number of outbound messages sent by the agent
Resolves - With ReplyThe total number of conversations resolved by the agent with at least one outbound message
Resolves - No ReplyThe total number of conversations resolved by the agent without an outbound message
Tags AddedThe total number of tags added by the agent
Topics AddedThe total number of topics added by the agent
Utilization (%)The overall utilization percentage for the agent
CSAT with Score 1The total number of customer satisfaction surveys returned for this agent with a score of 1 during the selected time range
CSAT with Score 2The total number of customer satisfaction surveys returned for this agent with a score of 2 during the selected time range
CSAT with Score 3The total number of customer satisfaction surveys returned for this agent with a score of 3 during the selected time range
CSAT with Score 4The total number of customer satisfaction surveys returned for this agent with a score of 4 during the selected time range
CSAT with Score 5The total number of customer satisfaction surveys returned for this agent with a score of 5 during the selected time range
Response times

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

Response times
HeaderDescription
Conversation IDThe unique identifier for the conversation
MediumThe social media or messaging service platform where the conversation took place
Sender ChannelThe channel name where the contact’s message was received
Sender Channel Display NameThe custom display name of the channel
Contact Profile IDThe unique identifier for the contact
Started ByThe reason the conversation became visible in the New queue
Handover ReasonIf “Started by” is “VA_HANDED_OVER_CONVERSATION,” this is the reason there was a handover
FromThe timestamp of the “Started By” event (the actual timestamp is used to calculate the Response Time)
ToThe timestamp of the outbound message
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 who sent the outbound message
Replying Agent NameThe name of the agent who sent 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 URL to this conversation
Virtual agents

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

Virtual agents
HeaderDescription
Agent IDThe unique identifier for the virtual agent
Agent NameThe name of the virtual agent, as configured in the system
MediumThe social media or messaging service platform on which the virtual agent was part of a conversation
ChannelThe channel on which the virtual agent was part of a conversation
Channel Display NameThe custom display name of the channel
Total ConversationsThe total number of conversations in which the virtual agent sent at least 1 message
Handover to AgentThe number of conversations handed over from the virtual agent to a human agent
Handover due to ErrorThe number of conversations handed over because the virtual agent encountered an error
ResolvedThe number of conversations been resolved by a virtual agent
Total Conversations with TopicThe number of topics that the virtual agent applied to conversations
Total Messages TaggedThe number of messages that have been tagged overall
The number of messages that have been tagged overallThe number of tags that have been applied per message
Contact attributes

This export contains all stored contact attributes that were filled out manually by agents or bots or collected from a CRM. All contacts who sent messages in the selected time range are included.

Contact attributes
HeaderDescription
Contact Profile IDThe unique identifier for the contact
Contact Primary IdentifierOne of the two identifiers for contacts. Depending on the platform, this could be name, phone number, alias, etc.
Contact Secondary IdentifierOne of the two identifiers for contacts. Depending on the platform, this could be name, phone number, alias, etc.
Attribute IDThe unique identifier for the contact attribute
Attribute NameThe name of the contact attribute
Attribute ValueThe value of the defined contact attribute
Attribute TypeThe type of contact attribute

 

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