Data export tool

With this guide you will learn how to use the data export tool, which lets you generate a custom report with information related to interactions. Let's see how it works!

How to generate the report?

This report is integrated with the filters of the Interactions screen. This means the report will include the interactions that match the filters you applied. If you don't apply any filter, all interactions will be exported.

Step 1: Filters and columns

When you click the data export button, a modal will open where you can see a summary of the applied filters. If you want, you can adjust the filters to export only the information you want to see.

You can also customize the information you want to include in the report, which will be organized in columns. Select the columns you want to include in the report.

What are these columns?

• Guid: Unique identifier of the interaction
• Start date: Start date of the interaction
• End date: End date of the interaction
• Client ID: Client ID (for SMS / WhatsApp it is the phone number, and for email and webchat it is the email address)
• Client name: Client name
• Campaigns: Campaign
• Channel: Campaign channel
• Agents: Agents who had the interaction assigned
• Disposition: Dispositions of the interaction
• Disposition comments: Comments left with the dispositions
• Duration: Total time of the interaction, from when it entered the queue until it was finished
• Type: Whether the interaction is inbound, outbound, or from an Outbound Hub
• Average response time: Average response time (the average time to respond to each message)
• First response time: First response time (only applies to inbound interactions)
• Subject: Subject (only applies to email)
• Source: identifier of the connector that generated the interaction.

Step 2: Export options

In this step, you can select how you want to access the report. The options are the following.

Download in uContact

This option does not download the file right away: when the report is ready, you receive a notification in uContact with the file, from which you can download it.

Send to email

This option lets you send the report to the email address you want. You will need to complete the following information to send it.

• Email: Email address of the recipient who will receive the file.
• Subject: Subject of the email that will be sent.
• CC: Carbon copy recipients of the email.
• BCC: Blind carbon copy recipients of the email.

Export to external server

This option lets you send the report to an external server. You will need to complete the following information to send it.

• Host: URL or IP of the server the file will be sent to.
• Port: Access port of the external server.
• Username: Username used to access the server.
• Password: Password used to access the server.
• Path: Path where the file will be saved on the server.
• Filename: Name of the file that will be saved with the report.
• Auth key file: if you use an authentication key, upload the file here.

Step 3: Preview

Finally, in this step you will see a summary of the applied filters, the selected columns, and the chosen download method or methods. Then just click the Export button and you're done! Your report will be available.