Reports and Data Export
The Reports section lets you review your account data as summaries and download specific data as files. The Reports area offers summaries, while the Data Export area offers download options based on the record type you select.
A report appearing ready does not mean it contains all the data in your account. The report type, date scope and file format affect the content of the output.
Report Types
| Report | Content and scope of use |
|---|---|
| Performance report | Brings together general account statistics and recent message data. Do not assume different indicators have the same date scope. |
| Message analysis | Helps you review the daily change of incoming and outgoing messages. It is not a detailed conversation transcript. |
| Customer report | Shows customer information taken from grouped conversations. It should not be used as a detailed customer segmentation report. |
| Knowledge base analysis | Based on FAQ records. It is not a comprehensive analysis covering FAQ usage frequency or knowledge gaps. For missing information, use the Knowledge Gaps section. |
| Sentiment analysis report | The current report output may not contain sentiment data. Review the sentiment distribution and message details from the Sentiment Analysis screen. |
| Comparison report | To review change over periods, evaluate two periods by selecting separate date ranges in the Analytics screen; do not use this report as the source of change relative to the previous period. |
Creating and Previewing a Report
Open the Reports section
Select the report type
Preview
Check the information
Download
Do not use the report list generated on screen as a permanent report archive. Download the outputs you want to keep to your computer.
Report Download Formats
The report list has PDF, Excel, CSV and JSON options. Not every format contains the same details:
- PDF: Can be used for general statistics and a limited daily summary. The daily trend table includes only the first 10 records; the details of customer and FAQ reports are not exported to PDF.
- Excel: Lets you review supported report data across worksheets. Not all fields of every report type may be exported.
- CSV: Presents report data in a text format that can be opened in spreadsheet apps. Nested information may be in a single cell instead of separate tables.
- JSON: Presents the data included in the report in a structured format. Downloading in this format does not add information the report never collected.
Before sharing the file or using it in your regular tracking, check the dates, rows and the fields you need.
Exporting Data
Open the tab
Select the data type
Format and period
Download
Check the scope
Data types offer different content:
| Data type | Download scope |
|---|---|
| Messages | Use CSV to get a message transcript. The current Excel and JSON options are not suitable for producing a proper message table. |
| Customers | Includes customer and conversation information taken from grouped conversations. |
| Analytics | Includes analytics summary data for the requested period; it does not include the text of all conversations. |
| FAQ | Includes frequently asked question records. |
| Training data | The current download is limited to FAQ records and general statistics. It is not a backup covering all free-form information, products and uploaded documents. |
Date Range and Plan Limit
The history of analytics data is limited by your account's analysis allowance. On Starter accounts the last 90 days are covered. On accounts opened earlier and continuing with Free rights, the last 7 days are covered; other older accounts may have different rights.
This limit does not mean that all records in every report are filtered by the same dates. General statistics, customer lists and FAQ records can be retrieved with different scopes.
Current date limitations
Personal Data Export
The GDPR Export option in the panel creates an Excel file containing customer and analytics information. This file is not a complete archive containing all the data in your account. Not all messages and not all training sources are in this file.
For this reason, do not use the option as a full account backup or a dump of all personal data. If you have a specific data request, contact the support team stating which records and which period you want.
Sending by Email
The email option in the export area does not send a file in the current version. To get the output, use the direct download option.
Which Section Should You Use?
- To review current counts and changes over periods, use Analytics.
- To review message tone and negative conversations, use Sentiment Analysis.
- To read conversation content, use Messages.
- To see missing answers and training needs, use Knowledge Gaps.
- To get supported data as files, use Reports and Data Export.
Related Topics
Analyticsβ
General statistics and changes over periods
Sentiment Analysisβ
Message tone and conversation details
Messagesβ
Conversation history
Knowledge Gapsβ
Assessing missing information
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