Interaction Logs Data

Below is a list of the data contained in the interaction data export. Please note this will not include any custom variables contained within the data collection forms. Bracketed is the data type recorded.

Log Link: URL to the interaction in Talkative (text)

Quick Ref#: Our internal Talkative reference number (number)

Created At: The time the customer started the interaction (datetime)

Duration (seconds): Overall time from the start of interaction to completion (seconds)

Time To Agent Response (seconds): The time between a customer queuing and the agent responding (seconds)

Status:

• Abandoned - in Queue: Interaction was abandoned by the customer as they were waiting in the queue
• Abandoned - in Inbox: Interaction was abandoned by the customer as they were waiting acceptance from an agent
• Ended: Interaction has successfully been completed
• Queued: Interaction is in the queue

Agent: Name of the agent who answered the chat (text)

Queue Chat: Name of the queue the chat went through to (text)

Cobrowsing: Was cobrowsing used (0/1)

Translate: Was translate used (0/1)

Voice: Was Voice used (0/1)

Video: Was video used (0/1)

Call Me: Was call me used (0/1)

Email: Was email used (0/1)

Messaging Channel: Which messaging channel did the interaction come through to? (for social media only)

Personal Interaction: ??

Feedback: Was feedback positive or negative (up/down)

Comment: Feedback comments (text)

Tags: Any tags assigned (multiple select)

Ended By: Who ended the interaction (text)

Scheduled at: When was the interaction scheduled for? (datetime)

GA Client ID

GA Tracking ID