Exports

The Company Exports page allows you to set up, schedule, and generate analytic reports that are emailed to specified company users on a regular basis. These reports can include data from all your company's bots, or from specific bots, conversation flows, or agent groups.

Accessing the Exports page

From the Application Bar, click Analytics.
Click Exports.

Exports Page layout

Number	Name	Description
1	Sort By	Click the bold words at the top of a column to sort all the export templates by the alphabetical or numerical order of that column's contents. The arrow that appears atop the selected column indicates whether the matches are sorted in ascending or descending order.
2	Add Export Template	Click here to add a new export template.
3	Edit Export Template	Click here to open the Export Template Settings window. For more information, see the "Configuring Export Templates" section below.
4	Run Report Now	Click here to generate a report for the selected export.
5	Download Latest Report File	Click here to download the export template's most recent report.
6	View All Reports	Click here to open a log of every report created within the selected export template. On this log, you can select individual reports to download or delete.
7	Delete Export Template	Click here to delete the export template. A dialog window will display to verify that you want to delete the export template. The export template and all of its report will be permanently deleted. This action cannot be undone.

Configuring export templates

From the list of export templates, select the one that you would like to configure.
On the selected export template, click the Edit button. The Export Template Settings window opens.
In this window, you can customize various aspects of the export template.

Number	Name	Description
1	Name	Click here to enter a new name for the export template.
2	Type	Click here to select the type of report generated by the export. The following options available: Company-Wide: Includes data from all of your company's bots. Bot-Specific: Includes data from a specific bot. Conversation Flow (specific version): Includes data from a single version of a specific conversation flow. Conversation Flow (across all versions): Includes data from all versions of a specific conversation flow. Agent Group: Includes data from a specific agent group.
3	Company / Bot / Flow / Group	Click here to select the company, bot, conversation flow, or agent group included in the report generated by the export (depending on your selection of report type).
4	Breakdowns	Select these options to choose how the export's report data is characterized. The following options are available: By Bot: Breaks down the export data by bot. By Platform: Breaks down the export data by platform. By Language: Breaks down the export data by language (only available for certain datasets). By Conversation Flow: Breaks down the export data by conversation flow (only available for certain datasets). By Skill: Breaks down the export data by agent skill (only available for certain datasets).
5	Datasets	This section displays the specific sets of data that are included in the report generated by the export. Company-Wide New Conversations: The number of conversations that were initiated with your bots by users during the specified date range. Reactions: The number of times that users sent each reaction (e.g. emoticons or thumbs up/down) in response to bot messages during the specified date range. Unique Users: The number of unique users that initiated a conversation with your bots during the specified date range. Utterance Matching: The number of user utterances (i.e. messages) sent to your bots, broken down into unmatched and matched utterances. Unmatched: The bot was unable to match the user utterance to an intent, and a fallback intent response was sent to the user. Matched: The bot performed one of the following actions: matched the user utterance to an intent and sent the appropriate intent response to the user; moved the user through a conversation flow and sent a flow response from one or more conversation flow nodes to the user; triggered a routing rule and sent a rule response to the user. Conversation Flow Visits: The number of times that users entered your bots' conversation flows during the specified date range. Agent Chat Escalation: The number of times that bot conversations were escalated to live agents during the specified date range. Intent Matches: The names of the intents which were successfully matched to user utterances, along with the number of matches and the users' reactions to them during the specified date range. Matched Intent Utterances: The user utterances to which intents were successfully matched, along with the intent name, the date and time of the match, and a permalink to the conversation in which the user utterance occurred. Insights: Descriptions of unusual occurrences in your company/bot data during the specified date range, using metrics drawn from existing conversations, reactions, unique/returning user counts, intents, and conversation flow visits. Unmatched Utterances Detail: The user utterances that your bot was unable to match to an intent, along with the bot's name and the date, time, and content of the user utterance. Bot-Specific Messages Received: The number of messages received by the selected bot during the specified date range. Reactions: The number of user reactions to bot messages during the specified date range. Unique Users: The number of unique users who interacted with the selected bot during the specified date range. Utterance Matching: The number of user utterances (i.e. messages) sent to the selected bot, broken down into unmatched and matched utterances. For more information, see "Utterance Matching" above. Conversation Flow Visits: The number of user visits to the selected bot's conversation flows during the specified date range. Agent Chat Escalation: The number of times that a user was escalated from the selected bot to a live agent during the specified date range. Intent Matches: The names of the intents which were successfully matched to user utterances, along with the number of matches and the users' reactions to them during the specified date range. Matched Intent Utterances: The user utterances to which intents were successfully matched, along with the intent name, the date and time of the match, and a permalink to the conversation in which the user utterance occurred. Snapshot Totals: The number of users who passed through a node marked with "Generate conversation snapshot for analytics" activated in the node settings during the specified date range. Snapshot Detail: The details of user interactions with a node during the specified date range. These metrics can be configured in the export's settings. Unmatched Utterances Detail: The user utterances that the selected bot was unable to match to an intent, along with the bot's name and the date, time, and content of the user utterance. Conversation Flow (Specific and All) Visits: The number of user visits to the selected conversation flow during the specified date range. Exits: The number of successful user exits from the selected conversation flow during the specified date range. Abandon Rate: The rate at which users stopped interacting with the bot during the selected conversation flow without exiting it. Node Statistics: Data for individual conversation flow nodes, such as number of user visits, number of abandons, and time spent on the node. These metrics can also be found on the Conversation Flow Analytics page. Edge Statistics: Data for individual edges (i.e. the lines that connect nodes), such as number of user visits to the edge and percentage of visit rate. Agent Group Agents: Metrics for interactions that occurred in agent chat. Agent Details: Includes the following metrics on individual agent performance during the specified date range: Chats Accepted Chats Declined Chats that Hit Max Ring Minutes Logged In Minutes Spent in Each Available Status Average Agent Load Average Handle Time Average Speed of Answer To add a new dataset to the report, click the + Add Dataset button, and then select an option from the pop-up menu. You can add multiple datasets to a single report. To delete a dataset from the report, select a dataset from the list and click the Delete button adjacent to it. The displayed dataset options differ based on the report type that you have selected.
6	Recurring Report	Select this option to have reports generated on a regular, recurring basis. The following options are available to configure: Frequency: Click here to select how often the report is generated. The options are Half Hourly, Daily, Weekly, or Monthly. Starting at: Click here to choose the data and/or time that the report is generated (the displayed options differ based on the frequency that you have selected).
7	Specific Date Range	Select this option to generate a report of data from a specific interval of time. The following options are available to configure: Starting: Select the date and time that you would like the report's date range to begin with. Ending: Select the date and time that you would like the report's date range to end with. Timezone: Select the timezone in which you would like the date range to operate.
8	Compress Export File	Select this option to have reports downloaded as compressed ZIP files. De-select this option to have reports downloaded as uncompressed files.
9	Email Report To:	Select this option to have reports sent to specified recipients. To add a recipient, click the + Add Export Connection button and, on the dialog window that displays, select Email from the drop-down menu and type the desired recipient's email address in the text box that appears. When you are finished typing, click Enter on your keyboard to save the recipient. To delete a recipient, click the Remove button attached to the recipient's email address. The following options are also available: Attach Report as File: Select this option to send the report in the form of a file attachment to the email. Display Report Directly in Email Body: Select this option to send the report in the form of the email's body.
10	Send to SFTP	Select this option to have reports sent to a Secure File Transfer Protocol (SFTP) path. To add an SFTP path, click the + Add Export Connection button and, on the dialog window that displays, select SFTP from the drop-down menu and enter the SFTP path that you would like the reports sent to. When you are finished typing, click Enter on your keyboard to save the SFTP path.
11	Send to Amazon S3	Select this option to have reports sent to Amazon S3. To add an Amazon S3 connection, click the + Add Export Connection button and, on the dialog window that displays, select Amazon S3 from the drop-down menu and enter the name of the S3 connection that you would like the reports sent to. When you are finished typing, click Enter on your keyboard to save the connection.