Descriptions of default table columns on data explorer

API events

Field	Description
TIMESTAMP	The TIMESTAMP field represents time intervals in 1-minute slots within a 24-hour day. When an event occurs, its timestamp is rounded to the nearest 1-minute interval. The first occurrence creates a new row with the timestamp, and if the same event occurs again within the same 1-minute slot, the count column value for that timestamp is incremented by 1. This allows tracking the number of occurrences of the same event within each 1-minute interval. Subsequent occurrences in the same interval contribute to the count column value. For example: Suppose an event occurs at 9:46:24, its timestamp would be 9:46, creating a new row. If the same event happens at 9:46:37, the count becomes 2 for the 9:46 timestamp. Another event at 10:13:47 creates a new row with a timestamp of 10:13. The count column tracks repeated occurrences within the same 1-minute slot.
BID	Business Identifier
CUSTOMID1	Custom Identifier from CDP (Customer Data Platform)
CUSTOMID2	Custom Identifier from CDP (Customer Data Platform)
EVENTINFO	Additional Information Stored By Platform (Not for customer customization)
IP	User's IP address identified by the platform
NAME	Not Applicable (NA)
SOURCE	Additional Information Stored By Platform (Not for customer customization)
STATUSCODE	Various Status of the API response. 200 Means Success, 404 means Server-side Failure
UID	Unique Identifier of User
LANGUAGE	Language identified by our platform for the ongoing interaction
RESPONSE_TIME	Time taken (in milliseconds) by the server to respond back to the API request
COUNT	Number of API Hits

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Bot events

Events	Description
bot_loads	Fired when a gets bot loaded on the platform
datastore-bulk-upsert	Fired when Bulk insert or update operation is performed on the datastore
datastore-delete	Fired when a delete operation is performed on the datastore
datastore-failed-delete	Fired when a delete operation fails on the datastore
datastore-failed-dropdata	Fired when a drop data action fails on the datastore
datastore-failed-find	Fired when a find request is received on the datastore and the request fails
datastore-failed-insert	Fired when an insert operation is performed and it fails to insert into the datastore
datastore-failed-search	Fired when a search operation is performed on the datastore and it fails
datastore-failed-searchDocuments	Fired when a step of the journey is expected or a prompt is shown to the user
datastore-failed-update	Fired when the update operation is performed on the datastore and it fails
datastore-feedback	Fired when feedback is pushed into the datastore
datastore-find	Fired when a find operation is performed on the datastore
datastore-insert	Fired when an insert operation is performed on the datastore
datastore-search	Fired when a search operation is performed on the datastore
datastore-searchDocuments	Fired when a document search operation is performed on the datastore
datastore-update	Fired when an update operation is performed on the datastore
db_node_fallback	Fired when a notification is received to the mobile widget
email-sent	Fired when an email is sent
function-execution-time	Fired when a session is created based on a USER message
invocation	Fired when a new session is created from a user message for the WhatsApp channel
otp-sent	Fired when an OTP is sent
otp-verified	Fired when an OTP is verified
pdf-convert-api	Fired when a PDF convert API is being hit
redis-del	Fired when the delete operation is performed on the Redis memory
redis-get	Fired when data is fetched from the Redis memory
redis-set	Fired when write operation is performed on the Redis memory
synonyms	Fired when a synonym is detected
unknown-message	Fired when an unknown message is received
widget_loaded	Fired when a widget is loaded

Click here to learn about events.

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Chat tickets

Field	Description
USER_ID	Unique identifier for the user in the given channel.
RECENT_USER_MESSAGE_TIME	Time of the last user message; null if not responded.
CONTACT_PHONE	Phone number of the user collected from the bot.
CONTACT_EMAIL	Email of the user collected from the bot.
CONTACT_NAME	Name of the user collected from the bot.
TICKET_PRIORITY	Priority of the ticket (default: medium).
TICKET_CREATION_TIME	Time the ticket is created.
SOURCE_CHANNEL	Channel through which the user accessed the bot.
TICKET_TRANSFERS	List of ticket reassignments to agents or groups.
TICKET_TYPE	Type of the ticket (default: live chat).
VOICE_CALL_FLAG	Indicates if video calling is enabled for this ticket.
AUTO_TRANSLATE_FLAG	Indicates if auto-translate is enabled for this ticket.
RECENT_AGENT_MESSAGE_TIME	Time of the last agent message.
ADMIN_ASSIGNMENT_FLAG	Indicates if an admin assigned this ticket to the agent.
REPLY_COUNT	Number of aggregate responses given by the agent to the end user.
USER_REPLY_COUNT	Number of aggregate responses given by the user to the agent.
TICKET_ID	Auto-generated reference number for each incoming ticket.
TAGS	Categorization of tickets done with configured words/phrases in inbox settings.
COMMENTS	Additional information about the chat ticket, including inactivity, auto-translate, etc.
OPEN_TIME	Time the ticket was opened.
ASSIGNMENT_TIME	Time the ticket was assigned.
RESOLUTION_TIME	Time the ticket was resolved.
GROUP_CODE	Category/group to which the ticket was assigned.
AGENT_NAME	Name of the assigned agent.
AGENT_EMAIL	Email of the assigned agent.
REOPENED_AGENT_EMAIL	Email of the agent who reopened the ticket.
RESOLUTION_DURATION_CREATE_IN_SECONDS	Duration between resolution time and creation time (in seconds).
RESOLUTION_DURATION_ASSIGNED_IN_SECONDS	Duration between resolution time and assigned time (in seconds).
QUEUE_WAIT_DURATION_IN_SECONDS	Duration between assigned time and ticket creation time (in seconds).
FIRST_RESPONSE_DURATION_IN_SECONDS	Duration between First Response Time (FRT) and assigned time (in seconds).
FIRST_RESPONSE_TIME_CREATION_IN_SECONDS	Duration between FRT and ticket creation time (in seconds).
AVERAGE_RESPONSE_TIME_IN_MILLISECONDS	Average time taken for agents to respond to each customer reply in all tickets (in milliseconds).
AVERAGE_RESPONSE_TIME_IN_SECONDS	Average time taken for agents to respond to each customer reply in all tickets (in seconds).
CHILD_BOT_ID	Bot ID from which this chat was raised (for unified inbox).
CUSTOM FIELDS	Individual custom fields and their values captured from this live chat.
TICKET_STATUS	Possible statuses for a chat ticket: Open, Assigned, Missed, Resolved, and Queued.

Status description

Status	Description
Open	Set when an incoming live chat has no available agents, either inside or outside working hours, to handle it.
Assigned	Set when a chat is assigned to an agent after being created.
Missed	Set as the fallback for all incoming chats that cannot be assigned to agents. This may occur if the queue is not enabled, the queue is full, or offline functionality is not enabled.
Resolved	Set when agents close a live chat.
Queued	Set when agents are busy or away, or if chat concurrency per agent is full. Incoming live chats are directed to queued chats when queues are enabled.

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Email tickets

Field	Description
AGENT_EMAIL	Email ID of the assigned agent.
AGENT_NAME	Name of the assigned agent.
AGENT_ASSIGNMENT_COUNT	The current ticket concurrency assigned to the agent at the time of ticket creation.
ADMIN_ASSIGNMENT_FLAG	True if the admin manually assigned this ticket to an agent.
ASSIGNMENT_TIME	The timestamp at which the ticket was assigned to the agent.
AGENT_ID	Unique identifier for the assigned agent.
COLLABORATORS	List of collaborators involved in the ticket.
CONTACT_FIRST_NAME	First name of the customer who created this ticket.
CONTACT_EMAIL	Email of the customer who created this ticket.
TICKET_CREATION_TIME	The timestamp when the ticket was created within the platform.
CUSTOM FIELDS	All individual custom fields and their values captured from this email ticket.
TICKET_DUE_DATE	Due date of the ticket.
FIRST_RESPONSE_TIME	The timestamp of the first response provided by the agent in that ticket.
FIRST_RESPONSE_DUE_TIME	Due time for the first response SLA.
FIRST_RESPONSE_DURATION_ASSIGNED_IN_SECONDS	Total time duration between the ticket being assigned to an agent and the agent providing the first response.
FIRST_RESPONSE_DURATION_CREATE_IN_SECONDS	Total time duration between the ticket being created in the platform and the agent providing the first response.
FIRST_RESPONSE_TARGET	The target timestamp by which the first response must be provided according to the SLA policy.
GROUP_CODE	The group to which the ticket is assigned.
RECENT_AGENT_MESSAGE_TIME	The timestamp of the last agent message in that ticket.
RECENT_BOT_MESSAGE_TIME	The timestamp of the last bot message in that ticket.
RECENT_REOPEN_TIME	The last timestamp when the ticket was reopened.
RECENT_USER_MESSAGE_TIME	The timestamp of the last user message in that ticket.
MANUAL_ASSIGNMENT_FLAG	True if the ticket was manually assigned to an agent.
PARENT_FLAG	True if other tickets are merged into this ticket (parent).
PARENT_TICKET_ID	Ticket ID of the parent ticket to which this ticket is merged.
TICKET_PRIORITY	The priority of the ticket, set during its creation or changed by the agent (High, Medium, or Low).
REOPENED_FLAG	True if the ticket is reopened.
REOPENED_AGENT_EMAIL	Email ID of the agent to whom the ticket was reopened.
REOPENED_BY	The agents name who reopened the ticket.
REOPEN_COUNT	Count of times the ticket is reopened.
REPLY_COUNT	Count of exchanges between the customer and the agent.
RESOLUTION_DUE_TIME	Due time for ticket resolution.
RESOLUTION_DURATION_ASSIGNED_IN_SECONDS	Total time duration between the ticket being assigned to an agent and the ticket getting resolved.
RESOLUTION_DURATION_CREATE_IN_SECONDS	Total time duration between the ticket being created in the platform and the ticket getting resolved.
RESOLUTION_TARGET	Whether the resolution SLA was achieved or breached.
RESOLUTION_TIME	The timestamp when the ticket was marked resolved by the agent.
RESPONDED_FLAG	Indicates whether the agent has responded to the ticket.
TICKET_STATUS	Status of the email ticket (Opened, In-progress, On-hold, Resolved, or Pending).
TICKET_SUBJECT	The subject mentioned in the email ticket.
TAG_NAME	All the tags applied to this particular ticket.
TICKET_ID	Auto-generated reference number for each incoming ticket.
TRANSFERRED_FLAG	True if the ticket has been transferred at least once.
USER_ID	Unique identifier for the user in the given channel.
USER_REPLY_COUNT	Number of times the user has replied in the ticket.

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Inbox call records

Field	Description
BOT_ID	Bot ID associated with the configured inbox for handling calls.
USER_ID	Unique identifier for the user in the given channel.
TICKET_ID	Auto-generated reference number for each incoming ticket related to the voice call.
CALL_DURATION	Duration between the call pickup time and call end time.
CALL_SID	Unique identifier for the voice call.
CALL_PICKUP_TIME	Time at which the call is picked up by the agent.
CALL_END_TIME	Time at which the call is ended, either by the agent, user, or due to an error.
CALL_WRAPUP_TIME	Time at which the ticket status transitions to wrap-up after the call ends.
CALL_WRAPUP_DURATION	Duration between the ticket resolved time and ticket wrap-up time.
CALL_RECORDING_URL	URL link to the call recording (audio) between the agent and the customer.
CALL_QUEUE_START_TIME	Queued time of the ticket or call.
CALL_QUEUE_WAIT_TIME	Duration between the first time the ticket is queued and the pickup time.
CALL_ASSIGNED_TIME	Time at which the ticket is assigned to an agent.
CALL_CSAT_AGENT_SCORE	The default Customer Satisfaction (CSAT) feedback received for the agent after the voice call.
CALL_CSAT_TICKET_SCORE	The default CSAT feedback received for the overall ticket after the voice call.
TIMESTAMP	Created time of this voice call on the inbox.
QUEUE_DROP_OFF_TYPE	Indicates whether the user dropped off from the queue and the reason for the drop-off.
QUEUE_DROP_OFF_TIME	Time at which the user dropped off from the queue.
REQUEUE_COUNT	Number of times the call or ticket was requeued.
DISCONNECTED_BY	Indicates which peer (agent or user) hung up the call.

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Inbox events

Field	Description
TIMESTAMP	The date and time when the event was triggered.
AGENTID	Unique Identifier (UID) for agents, used for internal purposes.
BID	Business Identifier - a distinctive identifier for the business involved.
CATEGORY	The name or code of the group to which the raised Inbox ticket belongs.
SOURCE	The communication channel through which the user is engaging with the bot (e.g., Whatsapp, Facebook, Yellow Messenger).
UID	User Identifier - a unique identifier assigned to each user for tracking and distinction.
EVENT	Indicates the status of the event, such as assigned, missed, open, queued, reassigned, resolved, or answered.

Events description

Event Name	Description
assigned	Triggered when a chat is assigned to an agent for resolution.
missed	Triggered when a chat transitions into the "Missed" status.
open	Triggered when a chat enters the "Open" status due to the absence of available agents.
queued	Triggered when a chat is placed in a queue, typically due to agent unavailability or full chat concurrency.
reassigned	Triggered when a chat is reassigned from one agent to another.
resolved	Triggered when an agent clicks "Resolve" to mark the chat as resolved or the chat is auto-closed.
answered	Triggered when the agent has responded to the ticket at least once.

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Knowledge base report

Field	Description
TIMESTAMP	Time at which the query was made to the Language Model (LLM)
ORIGINAL_QUERY	Message typed out by the user (Input)
CONV_HISTORY	Previous user and bot messages before the user's message
REPHRASED_QUERY	True query considering context from conversational history
DOCUMENT_TAGS	Document tag values, if any, passed
WAS_SUMMARY_GIVEN	True or false value stating if the response was summarized
ANSWER	Copy of the answer provided by the bot to the asked query
LINKS	Copy of the web links provided by the bot
SITE_KEY	Website domain based on which the answer was retrieved
UID	Unique user ID of the user having the conversation
TRACE_ID	Unique ID of the query for further analysis on search

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Knowledge base articles

Field	Description
ARTICLE_ID	Identity number assigned to the article during its creation.
ARTICLE_TITLE	Title of the published article.
VISIBILITY	Visibility status selected during article creation, either Internal or External.
SUBCATEGORY	The immediate folder or subcategory under which the article is organized.
PARENT_CATEGORY	The name of the top-level category under which the article is classified.
VIEWS	The number of views received by this particular article.
LIKES	The number of likes received on this particular article.
DISLIKES	The number of dislikes received on this particular article.
LANGUAGE	The language selected during article creation; the article is visible on the website in this specified language.
PUBLISHED_AT	The timestamp indicating when the article was published.

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Message events

Field	Description
TIMESTAMP	The TIMESTAMP field represents time intervals in 1-minute slots within a 24-hour day. When an event occurs, its timestamp is rounded to the nearest 1-minute interval. The first occurrence creates a new row with the timestamp, and if the same event occurs again within the same 1-minute slot, the count column value for that timestamp is incremented by 1. This allows tracking the number of occurrences of the same event within each 1-minute interval. Subsequent occurrences in the same interval contribute to the count column value. For example: Suppose an event occurs at 9:46:24, its timestamp would be 9:46, creating a new row. If the same event happens at 9:46:37, the count becomes 2 for the 9:46 timestamp. Another event at 10:13:47 creates a new row with a timestamp of 10:13. The count column tracks repeated occurrences within the same 1-minute slot. Ex: 00:00:00 UTC.
CITY	User's city retrieved from the IP address. String data type.
COUNTRY	User's country retrieved from the IP address. String data type.
DEVICE	User's device type, such as Desktop, Tablet, or Mobile. String data type.
IP	User's IP address. Integer data type.
MESSAGETYPE	Type of the message sender, e.g., BOT, USER, AGENT, NOTIFICATION.
PLATFORM	User's device operating system, e.g., Windows, Linux, etc. String data type.
REGION	User's state retrieved from the IP address. String value.
SOURCE	Channel in which the user is chatting with the bot. Example: Whatsapp, Facebook, yellowmessenger.
UID	Unique Identifier of the User.
SESSIONID	Unique Identifier per session.
SESSION_SUM	Seconds since the last message. The time is stored in seconds from the previous User/Bot/Agent message.
CUSTOMID1	Custom Identifier from Customer Data Platform (CDP).
CUSTOMID2	Custom Identifier from Customer Data Platform (CDP).
UTM_CAMPAIGN	Associated with the campaign's name from the Engage module.
UTM_MEDIUM	Associated with the campaign's medium from the Engage module.
UTM_SOURCE	Associated with the campaign's source from the Engage module.
LANGUAGE	Language identified by our platform during the ongoing interaction.
BID	Business Identifier.
INTERACTIONTYPE	User input classification, e.g., user chose a quick reply or typed the input.
COUNT	Rolled-up value of that event where data was exactly the same, just a difference in time. Associated with timestamp description.
identificationStatus	Denotes if a user message was identified/unidentified.
lastMessageType	Denotes if the last message in the chat was from the Bot/User/Agent.

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Notifications report

Field	Description
NAME	Name of the campaign
CAMPAIGNID	Unique ID assigned to the campaign.
REPORTID	Unique ID assigned to the campaign report.
SENDERID	Alphanumeric or numeric string that identifies the sender of a message
USERID	Unique ID for each User present in the User360 Table
CDPUSERID	Unique ID of the user (in User360) to whom the campaign was sent
TEMPLATEID	Unique ID of the template used in the campaign
MESSAGEID	Unique ID assigned to the message within the campaign sent to the user.
STATUS
SOURCE	Channel through which the campaign message was sent. Example: Whatsapp, Facebook, yellowmessenger
SMSUNITS	The number of SMS units consumed for a single message in the campaign.
SCHEDULEDAT	Date and time when the campaign was scheduled to send.
SENTAT	Date and time when the campaign was sent
DELIVEREDAT	Date and time when the campaign was successfully delivered.
READAT	Date and time when the recipient read the campaign message
REPLIEDAT	Date and time when the recipient replied to the campaign
REPLY	Content of the reply received from the recipient
ERRORMESSAGE	Any error message generated during the campaign delivery process.

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User engagement events

Following are the fields tracked on the user engagement events table:

Field	Description
TIMESTAMP	The TIMESTAMP field represents time intervals in 30-minute slots within a 24-hour day. When an event occurs, its timestamp is rounded to the nearest 30-minute interval. The first occurrence creates a new row with the timestamp, and if the same event occurs again within the same 30-minute slot, the count column value for that timestamp is incremented by 1. This allows tracking the number of occurrences of the same event within each 30-minute interval. Subsequent occurrences in the same interval contribute to the count column value. For example: Suppose an event occurs at 9:46, its timestamp would be 9:30, creating a new row. If the same event happens at 9:59, the count becomes 2 for the 9:30 timestamp. Another event at 10:13 creates a new row with a timestamp of 10:00. The count column tracks repeated occurrences within the same 30-minute slot.
BID	Business Identifier, a unique identifier for the business associated with the event.
CATEGORY	An umbrella term for journeys; certain journeys can be grouped under this category.
CITY	Approximate city location identified by the platform.
COUNTRY	Approximate country location identified by the platform.
CUSTOMID1	Custom Identifier from Customer Data Platform (CDP).
CUSTOMID2	Custom Identifier from Customer Data Platform (CDP).
DEVICE	Approximate user device value identified by the platform, such as mobile or desktop.
EVENT	The specific event that occurred.
EVENTINFO	Additional information stored by the platform (not for customer customization).
JOURNEY	The flow name under which this event was generated.
PLATFORM	Approximate underlying platform of the user device (e.g., Desktop can have Windows, Linux).
STEP	Step name in the Automation flow under which this event was generated.
REGION	Geographical location (state) identified where the bot is being used.
SOURCE	Different channel integration from where the user triggered the event, such as Yellowmessenger, WhatsApp, etc.
TARGETINFO	Used for storing additional information for some events, such as journey switched.
UID	Unique Identifier of the User.
SESSIONID	Unique Identifier of the User for a 24-hour timeframe from the first event triggered by the user.
LANGUAGE	Language identified by the platform during the ongoing interaction.
INTERACTIONTYPE	User input classification, for example, whether the user chose a quick reply or typed the input.
COUNT	Rolled-up value of the event where the data was exactly the same, with differences only in time (this is associated with the timestamp description).
VALUE	The VALUE field is used for pushing a numerical value associated with an event. By default, if no specific value is provided, it is set to 0. This field allows you to convey a quantitative aspect related to the event, providing additional context or information.

Events description

Following are the events tracked on the user engagement events table:

Event	Description
agent-session	Fired when a new agent session is created. An agent session is initiated with the creation of the first ticket and lasts for 24 hours. Any subsequent tickets created within this timeframe are considered part of the same agent session. Therefore, the number of agent sessions will always be less than or equal to the number of tickets created
agent-transfer	Fired when a chat conversation is transferred to a live agent
banner-cta-clicked	Fired when the User clicks on the link configured in the callout banner
bot-closed	Fired when the Bot is closed by the user (close button)
bot-icon-clicked	Fired when the Bot avatar (in title bar) is clicked by the user
bot-icon-loaded	Fired when the Bot avatar is displayed to the user (on load)
bot-loaded	Fired when the Bot script is loaded on the website
bot-opened	This occurs when a user clicks on the chat bubble to open the bot.
bot-session	Fired when a session is created based on a bot message (first message sent by the bot). It has a session time window of 24hrs for a given UID and source
business-initiated	Fired when a new session is created by notification from the business side for the WhatsApp channel
card-cta-clicked	Fired when the User clicks on the link configured in the card buttons
condition-recorded	Fired when a condition node is executed in a flow
feedback	Fired when a user gives feedback after completing the chat
first-message	Fired when a new profile of a user is created
first-message-bid	Fired when a user profile is updated with the bid for the first time
home-button-click	Fired when a user clicks on the home button in the chat widget
invalid-response	Fired when an invalid response other than the provided option is selected/entered by the user
journey-completed	Fired when a journey gets completed for the user
journey-started	Fired when a journey starts for the user
journey-switched	Fired when a journey is switched by NLP System for the user due to utterance matching another journey
message-hyperlink-clicked	Fired when the User clicks on the link configured in the text message
new-session	Fired when a new session is created
notification-received	Fired when a notification is received on the mobile widget
optin	Fired when a WhatsApp opt-in is added
optout	Fired when a WhatsApp opt-out is added
otp-sent	Fired when an OTP sent from the bot using the platform function
otp-verified	Fired when an OTP is verified from the bot using the platform function
page-loaded	Fired every time the client website page is loaded/reloaded where our script is running
pwa-loaded	Fired when the PWA version of the bot script is loaded
pwa-opened	Fired when the PWA bot is opened by the user
step-expected	Fired when a step of the journey is expected / prompt is shown to the user
step-recorded	Fired when input is given by the user for a step (step value is recorded) of a journey
unidentified-utterance	Fired when a user message is not understood by the Bot
user-initiated	Fired when a new session is created from a user message for the WhatsApp channel
user-revisited	Fired when the chat widget loads for the user's IP address on subsequent visits. This event is specific to bots hosted on websites.
user-session	Fired when a session is created based on a USER message
user-visited	Fired when the chat widget loads for the user's IP address for the first time. This event is triggered once for the lifetime of the user's unique ID. It is specific to bots hosted on websites

Other events:

• inbound-overlay-closebtn
• inbound-overlay-conversion
• inbound-overlay-impression
• inbound-widget-closebtn
• inbound-widget-conversion
• inbound-widget-impression

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User feedback

Field	Description	Value Format
BOTID	Bot ID assigned by the platform.	Integer (e.g., x1657623696077)
UID	User ID generated by the platform.	Integer (e.g., 1836013421788526118418800767619)
SESSIONID	Session ID generated by the platform.	String (e.g., 65a8d2971e1a2100011a2433)
SURVEYTYPE	Type of feedback collected in the Feedback card.	String (e.g., Star, Thumbs)
NODETYPE	Type of node, indicating PROMPT_FEEDBACK or MESSAGE_FEEDBACK.	String
JOURNEYNAME	Journey/Flow name where the feedback card is configured.	String
JOURNEYSLUG	Journey slug where the feedback card is configured.	String (e.g., new-feedback-flow_ysdkao)
STEPSLUG	Step slug where the feedback card is configured.	String (e.g., ae4c7ac271f37ccd)
SOURCE	Channel from which the user has visited (always yellowmessenger).	String
RATING	Rating given by the user in the Feedback card (1 to 5).	Integer (e.g., 1, 2, 3, 4, 5)
SCALE	Scale in the Feedback card (2 for Thumbs, 5 for Star).	Integer
FEEDBACKS	Text feedback given by the user.	String (e.g., ["Quick resolution"])
CUSTOMTAG	Placeholder for custom tags (Not Applicable).	Not Applicable
RESPONSE	Feedback quality given by the user (Positive: 3/4/5 in star, Negative: 1/2 in star).	String
CREATEDAT	Feedback submission date & time.	Date (e.g., Thu Jan 18 2024 12:56 PM)
LASTBOTMESSAGE	Last message sent by the bot before collecting feedback.	String
LASTUSERMESSAGE	Last message sent by the user before collecting feedback.	String

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Video chats

Field	Description
TICKET_ID	Auto-generated reference number assigned to each incoming ticket.
CHILD_BOT_ID	Bot ID of the child bot if orchestrator parent bot and unified inbox are enabled.
AGENT_NAME	Name of the Inbox Support Agent handling the ticket (e.g., Amudhan S).
AGENT_USERNAME	Email of the Inbox Support Agent without special characters (e.g., amudhanyellowai).
CLIENT_EMAIL	Customer's email ID if provided.
CLIENT_NAME	Customer's name if provided.
CALL_DURATION_IN_SECONDS	Duration of the video call in seconds (difference between start and end time).
START_TIME	Timestamp indicating the start time of the video call.
END_TIME	Timestamp indicating the end time of the video call.
MEETING_ID	Unique identifier assigned to each meeting.
MEETING_NAME	Internal string for meeting identification (e.g., ${ticket.botId}_${ticket.ticketId}_${ticket.assignedTo}_${ticket.uid}).
MEETING_END_REASON	Reason for the completion of the meeting, typically when all the participants leave.
DID_AGENT_JOIN	Indicates whether the agent joined the call.
DID_CLIENT_JOIN	Indicates whether the user joined the call.
WHO_HUNG_UP	Specifies who initiated the call hang-up.
RECORDING_ID	Identifier number assigned to each recording.
RECORDING_STATUS	Processing status of the recording (e.g., pending, completed).

Analytics (Custom table)

Analytics table can be found under custom tables in which the following data is captured.

Fields	Description
CHATURL	Link to Chat Transcript: e.g. https://app.yellow.ai/public/messages/a9c9844ad89bb7aeb6a3918ad57623c37616acfc6c094e3b529ad0a763323f9e687450946280f5eca561274bdc0d6360510eff61eb0b24d55cb5c1e7092c/660a37f54a1f6800016fd072
TIMESTAMP	Date and Time when event was triggered: Sun Mar 31 2024 11:28 PM
AEVENT	Event triggered upon an action. This includes both OOB, and custom events configured in the bot: e.g. welcome_message, kb_question_not_answered, booking_done
MESSAGEID	Unique ID set in backend for each message: e.g. 123456789
PROFILE_PLATFORM	Platform through which user accessed the chatbot: e.g. Web, SDK
PROFILE_BROWSER	Browser through which user accessed the chatbot: e.g. Safari, Chrome, Mozilla
PROFILE_CITY	City of user accessed the chatbot (fetched from IP address): e.g. San Francisco, New York City
PROFILE_COUNTRY	Country of user that accessed the chatbot (fetched from IP address): e.g. India, Abu Dhabi
PROFILE_COUNTRY_CODE	Country code of user that accessed the chatbot (fetched from IP address): e.g. US, CA, IN
PROFILE_DEVICE	Type of device from which the user accessed the chatbot: e.g. Mobile, Desktop, Tablet
PROFILE_IP	IP address of the user: e.g. 192.168.1.1
PROFILE_LATITUDE	Latitude value of user's location: e.g. 39.73915
PROFILE_LONGITUDE	Longitude value of user's location: e.g. -104.9847
PROFILE_NAME	(User) Profile name set up in backend. This will be random values so that user privacy is maintained: e.g. John Doe, Jane Smith
PROFILE_OS	Operating system through which user accessed the chatbot: e.g. Windows 10.0, macOS 10.15.7
PROFILE_PAGEURL	URL of the page from which the user accessed the chatbot. e.g. https://yellow.ai
PROFILE_DEVICETYPE	Type of device from which the user accessed the chatbot: e.g. Microsoft Windows, Apple Mac
PROFILE_REGION	Region of user that accessed the chatbot (fetched from IP address): e.g. California, Florida
PROFILE_SOURCE	Device, OS, and Browser details of the user: e.g. Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/123.0.0.0 Safari/537.36
PROFILE_TIMEZONE	Timezone of user's location: e.g. -04:00, +05:30
PROFILE_USERAGENT_BROWSER	Browser used by the agent to whom the user is connected to: e.g. Safari, Chrome, Mozilla
PROFILE_USERAGENT_DEVICE	Device used by the agent to whom the user is connected to: e.g. Mobile, Desktop, Tablet
PROFILE_USERAGENT_OS	OS of the device used by the agent to whom the user is connected to: e.g. Windows 10.0, macOS 10.15.7
PROFILE_USERAGENT_PLATFORM	Platform used by the agent to whom the user is connected to: e.g. Web, SDK
PROFILE_USERAGENT_SOURCE	Device, OS, and Browser details of the agent to whom the user is connected to: e.g. Microsoft Windows, Apple macOS
PROFILE_WIDGETVERSION	Version of the chat widget accessed by the user: e.g. V1, V2
SOURCE	Channel in which the user is chatting with the bot: e.g. Whatsapp, Facebook, yellowmessenger
UID	Unique Identifier of User: e.g. 10182708542979041342360504723
VALUE
MESSAGEID
PROFILE_END_IP
PROFILE_START_IP
PROFILE_TITLE
PROFILE_UTM_CAMPAIGN
PROFILE_UTM_MEDIUM

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Contained resolution analysis

Fields	Description
Chat URL	URL link of the conversation (transcript) between the user and bot/agent
Topic	A conversation topic is the primary subject or query the user seeks assistance or information about
Topic Description	Summary of the topic discussed
User Query	Summary of the query the user asked the bot or agent
Resolution	Summary of the resolution provided by the bot or agent from the conversation
Contained	Indicates if the chat was solely handled by the bot or transferred to an agent. If True, the query was handled/contained by the bot. If False, both bot and agent handled the query
Analysis Type	This value states whether the conversation that was analysed was between user & bot, or user & agent
Automation	Indicates if the resolution can be added to the bot's knowledge base and if it can be automated. For user-bot conversations, the value is empty. For user-agent conversations, it can be either True or False
Automation Reason	Reason provided by the model for marking automation as True or False
Resolution Status	Indicates whether the user’s query was successfully addressed by the bot/agent (Possible values: Resolved or Unresolved)
User Sentiment	Overall sentiment of the user (Possible values: Positive/Negative/Neutral)
User ID	Unique ID for each user
Session ID	Session ID generated by the platform for each session
Source	Channel where the conversation happened (e.g., WhatsApp, Facebook, yellowmessenger, etc.)
Conversation Start Time	Time at which the conversation started
Conversation End Time	Time at which the conversation ended
Timestamp	The date and time when the report was generated and added to data explorer

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LLM usage metrics

Field	Description	Value
TIMESTAMP	Time	Datetime
SENDER	Sender ID/UID of the user	String
SESSION_ID	Session ID of the user	String
TRACE_ID	Trace ID of the message	String
SOURCE	Source of the message (YM/WhatsApp/etc.)	String
SUCCESS	Whether the API call returned a response or not	Boolean
PROVIDER	LLM Service Provider (Open AI, Azure Open AI, etc.)	String
MODEL	Name of the model	String
RESOURCE	Name of the resource (only in the case of Azure Open AI)	String
EXECUTION_TIME	Time taken by the LLM API call	Milliseconds
PROMPT_TOKENS	Number of tokens in the input prompt	Number
COMPLETION_TOKENS	Number of tokens in the generated response	Number
TOTAL_TOKENS	Sum of PROMPT_TOKENS and COMPLETION_TOKENS	Number
CUSTOM_LLM_KEY	True if the client is using their own credentials; otherwise False	Boolean
WORKFLOW	Workflow ID of the flow where the node is present	String
NODE_ID	Node ID of the node	String

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WhatsApp consumption

Field	Description
TIMESTAMP	The day the count is calculated
WABA_ID	Unique WhatsApp Business Account ID provided by Meta
PHONE_NUMBER	WhatsApp business phone number linked to the customer
BUSINESS_INITIATED_AUTHENTICATION	Conversations for authenticating users with one-time passcodes, such as account verification, recovery, or integrity challenges
BUSINESS_INITIATED_MARKETING	Conversations for marketing purposes like new product announcements, targeted promotions, or cart abandonment reminders
BUSINESS_INITIATED_UTILITY	Conversations for follow-ups on user actions or requests, such as order updates, account alerts, or feedback surveys
USER_INITIATED_SERVICE	Conversations for resolving customer inquiries
CONVERSATION	24-hour message threads between you and your customers, opened and charged when your messages are delivered

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info

Time is mentioned in milliseconds.