History chat details CSV glossary

This article contains a glossary of the metrics included when exporting chat details from the History tab. 

The CSV export file will show 45 columns, containing all the information of each chat session during the time session selected on the dashboard.

For more information on the History feature, see Browsing past chats in History.

Note: For Lite plans, only the past 14 days of chat history will be available.

Glossary

Metric	Description
chat_id	Unique chat session identifier
visitor_id	Unique visitor identifier; unique for every visit even when the visitor email address has already been used previously
timestamp (GMT+0)	Date and time the visitor sent their first message.
type	The classification of a session on whether the message was received when the account was online (chat) or offline (offline message).
duration (seconds)	The time between the first and last message sent, regardless of the sender.
started_by	The party who initiated the chat Parties include:    • Agent    • Visitor    • Trigger    • None (applies to offline messages only)
visitor_name	The name provided by the visitor in the pre-chat form; the last/final name indicated/updated by the visitor before the chat ends
visitor_email	The email address provided by the visitor in the pre-chat form; the last/final email indicated/updated by the visitor before the chat ends
visitor_phone	The phone number provided by the visitor in the pre-chat form or during chat
visitor_notes	Additional information about the customer; may only be added by agents in the account
session_city	City of the visitor in the chat session
session_start_date (GMT+0)	Date when the chat session started. The chat session starts when a visitor first lands on a website that activates the chat, not when the visitor sends their first message.
session_end_date (GMT+0)	Date when the chat session ended. A session ends when the visitor clicks "end chat" within an ongoing chat or when the visitor leaves the website.
session_ip	IP address of the visitor
session_region	Region of the visitor where the chat session happened
session_id	Unique ID for the specific chat session
session_platform	The operating system used by the visitor
session_user_agent	Information of the web browser and operating system used by the customer
session_country_code	Code of the country where the chat was initiated
session_country_name	Name of the country where the chat was initiated
session_browser	Browser used by the visitor during chat
visitor_message_count	The total number of messages sent by the visitor
agent_message_count	The total number of messages sent by the agent(s) who handled the chat.
total_message_count	The total number of messages sent by all the parties who joined the chat.
is_triggered	Shows "true" when the chat was triggered (a trigger ran in the session) and "false" when no trigger ran in the session. This is in conjunction with the "Visitor Triggered?" condition.
is_missed	Shows "true" when the chat was missed and "false" when the chat was accepted
is_unread	Applies offline messages and missed chats that haven't been read/clicked yet
landing_page	This is the section accessed by the visitor when they clicked a hyperlink on a certain web page, typically the website's home page
referral	Any domain that originates and redirects traffic to your domain where the visitor sees the widget
tags	All the tags added to the chat. Tags are separated by commas
department_name	The department to where the chat was routed
agent_names	The names of the agents who served in the chat session
agent_ids	The agent IDs of all the agents who served the chat
rating_score	The satisfaction rating of the entire chat session Ratings include the following:    • good    • bad    • none (chats without ratings)
rating_comment	The comment when the chat was rated, either good or bad
max_response_time (seconds)	The longest time it took the agent to respond to a message in the chat
avg_response_time (seconds)	The average time it takes for an agent to respond to messages in the chat
first_response_time (seconds)	The time in seconds, taken by the agent to pick the chat and send the initial message
zendesk_ticket_id	Zendesk Support ticket ID associated with the chat session. Appears blank when there's no ID (usually when ticket creation is set to manual)
skills	All the agent skills that matched the visitor's information
skill_match	The agent skill that matched the information set by the visitor and to where the chat was routed
last_conversion_goal_name	Name of the goal conversion
last_conversion_goal_id	A unique conversion identifier
last_conversion_date	The date when the goal was considered a conversion
last_conversion_attribution	The name of the agent to which the goal converted was attributed