| FAQ |
The exported file will contain one line per message received in the time period you selected. Below is an explanation of each column in your CSV.
- Message ID: (Deprecated) Internal Front ID of the message
- Conversation ID: (Deprecated) Internal Front ID of the conversation
- Segment: Segment of the conversation
- Direction: Inbound or Outbound
- Status: Current status of the conversation: Archived or Open
- Inbox: Name of the inbox where the message currently lives. If the message appeared in multiple inboxes, the activity will appear one time for each inbox value.
- Message date: Formatted as YYYY-MM-DD HH:mm:ss, in the requested user's timezone
- Reaction time: Time (in seconds) taken to assign/reassign an inbound message to another teammate (not to self), send a reply, or archive
- Resolution time: Duration (in seconds) that a contact was kept waiting for a reply from the team during a conversation segment
- Handle time: Duration (in seconds) between opening a conversation and sending a reply
- Response time: Duration (in seconds) between an inbound message and the next outbound message in the same conversation
- Attributed to: Username of the teammate involved, if any (if the teammate archived the conversation but didn't reply)
- Assignee: Username of the teammate who was the assignee for this conversation
- Autoreply: Indicates whether this message is an automated reply, 1 is yes, 0 is no
- Author: Username of the teammate who replied to the email
- Contact name: Contact's first & last name
- Contact handle: Contact's email address, twitter handle, or phone number (depending on the source of the message)
- Final resolution: Indicates whether this event is an the last resolution of a segment, 1 is yes, 0 is no. If the conversation receives a new inbound, a resolution can stop being the final resolution for this segment.
- To: Email address of the recipient
- CC: Email address of those CC'ed on the email
- BCC: Email address of those BCC'ed on the email
- Extract: Sample of the message body (200 character limit)
- Tags: Tags currently attached to the conversation
- Message API ID: External Front ID of the message
- Conversation API ID: External Front ID of the conversation
- New conversation: Indicates whether this message is the first of a new conversation or segment, 1 is yes, 0 is no
- First response: Indicates whether this message is the first reply to a new inbound conversation or segment, 1 is yes, 0 is no
- Replies to resolve: Number of replies to inbound messages that exist in a resolved segment. Multiple outbound replies sent in a row will only count once as a reply
- Business hours: Indicates whether the message occurred within business hours, 1 is yes, 0 is no
- Subject: Subject of the conversation
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