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Getting Started with the Conversation Analytics exporter

Written by Adetolani H. Eko
  • Updated
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 providing businesses with insights about the activities of their support team, we have built the Conversation Analytics exporter. This feature allows Evaluagent customers to generate detailed reports that can be used to identify trends in their customer support conversations. The report includes information about the conversations, sentiment, xNPS, Insight topics, audio metrics (where applicable) and many more.
 
Note: To get the best results, ensure that you are using evaluagentCX

 

 

How to Generate Reports

Step 1: Navigate to the Exporter

Navigate to the conversation analytics report by following these steps: Reporting > Exporter > Conversation Analytics

Screenshot 2024-07-28 at 21.25.43.png

 

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.
  • 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 to analyse. 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. At the moment, you are limited to adding 20 metadata fields to the existing conversation analytics report fields.

Screenshot 2025-04-08 at 11.56.51.png

 

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:

  1. Email: A download link to the report will be emailed to you once the report is available to download.
  2. 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 set-up 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?

  • What platforms can I use this data on?

    • Your data is compatible with data analysis tools like Power BI, Tableau, Metabase and many others.

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