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: internal Front ID of the message
- Conversation ID: internal Front ID of the conversation
- Segment: segment of the conversation (see below)
- Direction: inbound or outbound
- Status of the conversation: references the action done by the assignee archived or open
- Inbox: address of the inbox. If you export multiple inboxes and the message appears in several inboxes, it will be listed once for each inbox
- Message date: formatted as YYYY-MM-DD HH:mm:ss, in the requested users timezone
- Reaction time: time (in seconds) taken to respond or reassign a conversation
- Resolution time: total duration (in seconds) that a contact was kept waiting for a reply from the team during a conversation segment
- 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)
- 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
- 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 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 stands for yes, 0 stands for no
- First response: indicates whether this message is the first reply to a new inbound conversation or segment - 1 stands for yes, 0 stands for 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 stands for yes, 0 stands for no. This column is accurate as of 9/25/18, when it was implemented
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