History chat details CSV glossary

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16 Comments

  • Pedro Rodrigues
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    I just extracted this file, and it seems very inaccurate.

    Example: while there were 2 chat sessions with a specific end user during the extracted period, the CSV has a lot more rows (i.e. unique chat_id) matching this user's visitor_id (and email, name, etc.). But there were only two chats.

    When I check one of the supposedly corresponding zendesk_ticket_id on the file, I confirm it has nothing to do with the user. Can you please double-check if this is working properly?

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  • Celica Nicolas
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    Hello, Pedro!

    Apologies for the issues you experienced with the History chat details export. I have created a ticket for you and you'll receive a notification via email. This will allow us to look into your concerns further.

    Thank you!

    1
  • Giancarlo
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     Is it possible to get an identical report from Insights?

    Thanks

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  • Andrey Vasiliev
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    Thanks for the information provided!

    I'm not seeing a column showing where the chat itself was started. Is it available? 

    2
  • Jenni K.
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    Hi Andrey,

    I apologize, unfortunately that wouldn't be currently available--the next closest workaround may be the "referral" which can show domains that originates the traffic to your domain where the visitor sees the widget. 

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  • Tim
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    I also would like to know what URL the visitor was on when they started the chat.

    Can you explain the "landing page" field and how it may or may not relate to that? I've read the definition above 4 times and it still doesn't make sense to me because "on a certain web page" seem rather vague. Further explanation would be great to help me understand that field. Thanks!

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  • Ramin Shokrizadeh
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    Hi Tim,

    Thanks for sharing your feedback. Currently, we do not record where the chat started in the history CSV export. 

    The landing page field is easiest to understand as the first page where the widget loads and registers the visitor. For most people, this is the homepage of their website (assuming the widget is available there).

    -Ramin

     

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  • Yahor Darashkevich
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    Hi Ramin,

    In regard to your comment above, is there a way to create a report in Insights for # Chats by URL chat started? Thanks!

    1
  • Ramin Shokrizadeh
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    Hi Yahor,

    Insights currently does not have that as an option in terms of a metric to measure against.

    The only workaround would be if you use Google Analytics and rely on the events being sent by the widget. You can learn more about the Google Analytics events here: https://chat.zendesk.com/hc/en-us/articles/115003757187-Using-Google-Analytics-with-Zendesk-Chat

    -Ramin

     

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  • Prashant
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    Hello,

    We have integrated your Android SDK into our project. Whenever we set a department (online)  from code, selected department appearing in the department column of the history section. However, if we set the department from the code that is currently offline. Then department column in history section shows '-'.

    Could you please tell us is this a valid scenario or  issue from your end.

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  • Ramin Shokrizadeh
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    Hi Prashant,

    Technically, offline messages do not support department selections (unless selected from the dropdown in the pre-chat form). It is tied to the account overall. 

    -Ramin

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  • Prashant
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    Thank you very much for clearing out my doubt.

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  • Kevin Perryman
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    Is it possible to setup an auto report for the chat details to be emailed say on Saturday for the prior Saturday through Friday?   I have written a python script to process Chat Detail exports into reports specific for my management team and would like to fully automate the process where the Chat Details export is emailed each week and the python script would download and process the file.   The API information does not provide the information that we are looking for but the Chat Details export does.

    Thanks!

    -Kevin

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  • Patrick Bosmans
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    Hey Kevin,

    At this time, there is no feature to automate an Chat details export.  This might be worth posting in our Product Feedback Forum to see if our Dev team would be able to add this feature to our development roadmap, as currently I do not see it listed for planned updates.

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  • Heather Rommel
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    Kevin, if you post it, I will upvote it!

    0

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