Getting Started with the Conversation Analytics exporter
In this guide, you will learn about the Conversation Analytics report feature and how to generate reports in the platform and via the API.
As part of evaluagent's commitment to giving you insights about the activities of your support team, we have built the Conversation Analytics exporter. This feature lets you generate detailed reports that can be used to identify trends in your customer support conversations. The report includes information about the conversations, sentiment, xNPS, Insight topics, audio metrics (where applicable) and more.
Note: To get the best results, make sure you are using evaluagent CX.
How to generate reports
Step 1: Navigate to the Exporter
Navigate to the Conversation Analytics report by following these steps: Reporting > Exporter > Conversation Analytics
Step 2: Apply filters
Customise your report by selecting the filters that suit your needs:
Date range (required): Choose the start and end dates for the conversations you want to analyse. Note: there is a maximum of 30 days per export. If you need a longer period, run multiple exports with different date ranges, or contact support.
Source/integration (required): Select the integration/data source that you want to generate reports from.
Agent(s) (optional): Choose if you want the report to be generated for specific agents. All agents are selected by default.
Metadata (optional): Choose if you want to include metadata from your conversation provider (CCaaS, live chat, or ticketing provider) in the report. You can add up to 20 metadata fields to the existing Conversation Analytics report fields.
Step 3: Generate report
Click the Generate button to generate your report. The data request will be queued and processed, and a CSV file will be created.
Step 4: Download the report
The report will be delivered in two ways:
Email: A download link to the report will be emailed to you once the report is available.
Platform download: The report will also be available for download directly from the Conversation Analytics page.
FAQs
What data fields are available?
Depending on your account setup and the integration you use, you can get the following fields in the reports: Contact ID, 3rd party reference, Source ID, Contact date, Agent ID, Agent name, Handle time (total time of the conversation), Channel/Integration, Number of responses, Has Audio (true or false), Silence Duration (total period of silence), Overtalk Instances, Sentiment, Overall sentiment (score), Agent sentiment [Very Negative, Negative, Neutral, Positive, Very Positive], Agent sentiment score, Customer sentiment [Very Negative, Negative, Neutral, Positive, Very Positive], Customer sentiment score, Prolonged sentiment [Very Negative, Negative, Neutral, Positive, Very Positive], Insight Topics, xNPS Outcome, xNPS reasoning (text), Reason for contact, Opening, Requirements, Discussion, Outcome.
The report will also include any metadata fields that you include.
Is the data available via API?
Yes, you can read the evaluagent API docs for more information.
What platforms can I use this data on?
Your data is compatible with data analysis tools like Power BI, Tableau, Metabase, and many others.