This article provides details about the CSV export files available.
Two sets of data are available for CSV export. Agent Session data is available from the Historical tab of Quiq Reports. Conversation Data is available from the Closed Conversations tab of Quiq Reports.
The full technical descriptions of the data in these exports may be found at the following links and expanding the “data” section of each:
Agent session login and logout time: date time field in ISO 8601 format. This format expresses a date and time in UTC or Zero offset. There is a “T” between the date and time portion and a “Z” at the end to reflect zero offset form UTC. Consumers of this data should be aware of the UTC format and may need to manipulate the data in a spreadsheet.
Time intervals: all time intervals are expressed in milliseconds. A value of 657346 would translate 657 seconds, or just under 11 minutes.
Conversation start and end times: These times are expressed as Unix time stamps with millisecond precision.
Number Of xxxx: All data fields beginning with “number of” are a specific count and stored as an integer.
Two sets of data are available for CSV export. Agent Session data is available from the Historical tab of Quiq Reports. Conversation Data is available from the Closed Conversations tab of Quiq Reports
Agent Session Data
This data is populated with records that store key metrics about each agent session. A session is bounded by the times an agent logged in and then logged out. The date interval selected for the Historical Stats tab will bound the sessions selected in this export.
When executing a Conversation search, the resulting conversations may be exported to a CSV file. Note that the transcript (messages sent to and from the customer) and the custom field data are optional and must be selected to be included in the output file.