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.
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: |
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 |
16 Comments
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?
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!
Is it possible to get an identical report from Insights?
Thanks
Thanks for the information provided!
I'm not seeing a column showing where the chat itself was started. Is it available?
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.
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!
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
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!
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
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.
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
Thank you very much for clearing out my doubt.
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
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.
Kevin, if you post it, I will upvote it!
Posted: https://support.zendesk.com/hc/en-us/community/posts/360004401267-Automated-Chat-Detail-Export-Daily-Weekly-Monthly-
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