Emailed CSV reports
You can have a CSV report emailed to you containing all known information about your chats over a designated time period. Here's a breakdown of each of the field names you'll see for each chat.
Please note, the timezone used in these reports is the timezone specified on the main admin agent account in Olark. You can edit those settings if you go here and click edit next to the correct agent.
Report content and field descriptions
Chat Details
- chat_start_time: Time when chat began - YYYY-MM-DD HH:MM:SS
- chat_end_time: Time when chat ended - YYYY-MM-DD HH:MM:SS
- chat_duration: Duration of chat in seconds from first to last message
Agent Details
- operator_nickname: Agent's username
- operator_messages_sent: Number of messages from agent
- operator_first_response_delay: Time (in seconds) it takes for the agent to respond to the visitor's first message sent
- operator_mean_response_delay: Average agent delay per message in seconds
Visitor Details
- visitor_nickname: Visitor's display name
- visitor_location: Visitor's approximate location
- visitor_email: Visitor's email (if known)
- visitor_organization: Visitor's organization (if known)
- visitor_messages_sent: Number of messages from visitor
- visitor_phone: Visitor's phone number (if known)
- visitor_browser: Visitor's browser name
- visitor_browser_version: Visitor's browser version
- visitor_os: Visitor's operating system
- visitor_first_response_delay: Time (in seconds) it takes for the visitor to respond to the operator's first message sent
- visitor_mean_response_delay: Average visitor delay per message in seconds
- visitor_referrer: URL of referring site
Additional Information
- chat_word_count: Total number of words in chat
- transcript_type: Chat or Offline Message
- group_title: Name of agent group (if set)
- group_id: ID of agent group (if set)
- conversation_id: Internal Olark ID of conversation
- feedback_requested: If the agent or visitor requested the feedback survey
- feedback_received: If the visitor submitted feedback
- first_page_url: URL when visitor first sends a message
- operator_initiated: Did agent send first message? (TRUE or FALSE)
- transcript_url: Link to transcript on olark.com
- operator_id: The unique username of the agent
- feedback_response_additional_feedback: The (optional) additional info the visitor gave about the chat interaction
- feedback_response_knowledge: The value the visitor gave the agent for knowledge
- feedback_response_friendliness: The value the visitor gave the agent for friendliness
- feedback_response_chat: The value the visitor gave the agent for the entire interaction
- feedback_response_responsiveness: The value the visitor gave the agent for responsiveness
- feedback_response_operator_id: The last agent to chat with the visitor when they gave their chat rating
- feedback_response_average: Average of the numerical chat ratings scores
Assigned Agents
- operator_1: The 1st agent assigned to this chat
- operator_2: The 2nd agent assigned to this chat
- operator_3: The 3rd agent assigned to this chat
Notes
For chats beginning with an automation rule, operator_initiated == FALSE.
The best way to track chats initiated by an automated message is with our Google Analytics integration.
If the visitor started the conversation, the visitor_first_response_delay column will show 0.
If the chat operator starts the conversation, operator_first_response_delay will show 0.
One category will always show 0 since one must start the conversation (and that starting message isn't delayed from any other point.)
Custom Fields
Additionally, each report will contain a separate column for each custom field set via our Javascript API, as well as a separate column for each tag set using the !tag agent command. They will appear in a format like this:
- custom_field_ABC: Data set in custom fields would be listed here
- custom_field_XYZ: Data set in custom fields would be listed here
- tag_ABC: Tags set during chat listed here
- tag_XYZ: Tags set during chat listed here