Chat Archives Report
Learn how to generate Chat archives report here.
info
Only an admin can download reports.
In the chat archive reports, reports are generated based on when the chats were created. For example, if you download the reports for February 2nd, you will see the reports for chats that were created on that specific day.
| Sno | Field | Description | Comments |
|---|---|---|---|
| 1 | ticket_id | The auto generated reference number for each incoming ticket | Auto generated by the platform. Starts from 100000 |
| 2 | vistor_name | Name of the person who raised the ticket | This will not be captured by default. Will have to include these steps in the live agent journey |
| 3 | visitor_email | Email of the person who raised the ticket | This will not be captured by default. Will have to include these steps in the live agent journey |
| 4 | visitor_phone | Contact number of the person who raised the ticket | This will not be captured by default. Will have to include these steps in the live agent journey |
| 5 | subject | Can be configured to send any info WRT. the ticket raised | |
| 6 | tags | Displays the tags applied by the agents/admins for that ticket | |
| 7 | comments | Provies information on the backend automation that is carried on the ticket (like auto close activity, ticket reassignment, auto translation etc.) | |
| 8 | group | The name of the group to which the ticket got assigned | |
| 9 | status | Refers to the current status of the ticket. There are 5 statuses in Inbox - Assigned, Resolved, Queued, Missed, Open | |
| 10 | assigned_type | Provied information on how the ticket was assigned - AUTO or MANUAL | |
| 11 | source | The channel through which the ticket was received | |
| 12 | assigned_to | Refers to the Inbox agent to whom the ticket was assigned | |
| 13 | opened_time | The time at which the status of the ticket became OPENED | |
| 14 | queued_time | The time at which the ticket was most recently QUEUED. If a ticket is queued more than once (for example, transferred to another group before being assigned), this reflects only the latest queue entry. | |
| 15 | first_queued_at | The time at which the ticket was queued for the very first time. Unlike queued_time, this stays the same across every later queue entry, so it survives a transfer that happens before the ticket is assigned. | Blank if the ticket was never queued |
| 16 | total_queue_time_in_seconds | The total time the ticket spent in the queue, added up across every time it was queued — for example, queued, transferred while still unassigned, then queued again counts both waits. | Blank if the ticket was never queued |
| 17 | assinged_time | The time at which the ticket was successfully assigned to an available agent | |
| 18 | missed_time | The time at which the status of the ticket became MISSED | |
| 19 | agent_current_concurrency | The concurrency of the agent at which the specific ticket was assigned to them | |
| 20 | first_response_duration | The time taken by the agent from the time of ticket assignment to the first response sent by the agent | |
| 21 | first_response_time | The timestamp at which the agent sends out the first response to the ticket from when it is assigned | [assigned_time] - [first_response_time] |
| 22 | avg_response_time | The average time taken by the agent to respond to each of the customer's message in that entire conversation | |
| 23 | original_average_response_time | The average response time across the entire ticket, from the first agent's assignment through resolution. Unlike avg_response_time, which is blank when a ticket is transferred and the new agent hasn't replied yet, this stays populated as long as any agent responded at any point in the ticket, even across transfers. | |
| 24 | resolved_time | The time at which the ticket was RESOLVED or CLOSED | |
| 25 | ticket_csat | Displays the default ticket CSAT settings - SOLVED / NOT SOLVED / PROVIDED | Has to be enabled from the settings |
| 26 | priority | The priority with which the ticket was created | |
| 27 | agent_rating | Displays the feedback rating the agent has received for the ticket from the scale of 1 - 5 or NOT PROVIDED | Has to be enabled from the settings |
| 28 | agent_email | The email ID of the agent assigned to the ticket | |
| 29 | chat_link | The public chat URL of the chat transcript | |
| 30 | note | Notes added by the Agents, Admins or collaborators for that ticket | |
| 31 | number_reassignments | The number of times the ticket was transferred by the agents/admins | |
| 32 | initialized_time | MIN ( assigned_time, opened_time, queued_time) | For internal debugging purposes |
| 33 | user_wait_time | The total time a user waits before an agent is assigned to their ticket when it is queued | |
| 34 | spent_time | The total time a customer spends right from an agent getting assigned to their ticket to getting that resolved. | [User wait time + Customer agent interaction time = Spent time] |
| 35 | customer_agent_interaction_time | The total time duration of the interaction between the agent and the customer to resolve that ticket. | [Resolved time - Assigned time] |
| 36 | reopened_by | Displays the name of the agent who reopenend this ticket | |
| 37 | reopened_from | Displays the ticket ID of the previous ticket from which the current ticket was reopened from. Note: In Inbox when you reopen a ticket, it'll be treated as a new ticket with new ID | |
| 38 | reassignment_1 | The next person to whom the ticket gets assigned, if transferred | |
| 39 | reassignment_2 | The next person to whom the ticket gets assigned, if transferred | |
| 40 | reassignment_3 | The next person to whom the ticket gets assigned, if transferred | |
| 41 | reassignment_4 | The next person to whom the ticket gets assigned, if transferred | |
| 42 | reassignment_5 | The next person to whom the ticket gets assigned, if transferred | |
| 43 | reassignment_6 | The next person to whom the ticket gets assigned, if transferred | |
| 44 | reassignment_7 | The next person to whom the ticket gets assigned, if transferred | |
| 45 | Custom field | Displays all the updated custom field data for each ticket |
note
To capture CSAT scores in the ticket_csat and agent_rating columns in this report, you can either enable CSAT score from settings or implement a custom AI-agent flow using the API to update the scores based on user feedback.
Supporting articles: CSAT API, CSAT flow design.