How to implement Data Export?
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You might want to view and analyze the complete customer support journey of your bot in comparison to other customer support touchpoints such as email, telephony. Or, you might want to see historical data of conversations that happened on your bot.
Here's where Data Export helps us to send this data over to you. This feature is available under Analytics Pro Plan. There are multiple data points that are stored in the backend which can be accessed using Data Export in real-time.
What data points are available on Data Export?
You will be able to see the following types of data.
The information recorded per message exchange will be present here.
Chat summary about the skills, user visits in the entire conversation.
Agent Metrics Data
The information recorded per agent over a conversation will be present here.
Feedback data (CSAT) for agent and Bot
All Feedback collected from end-users is stored here, we have 2 levels of the feedback mentioned below -
- Conversation Feedback: End of the conversation, we ask the users to provide feedback
- Message Feedback: If the user is using our SDK, at a message level, they have an option to provide feedback.
To see the data we store on a granular level, download this sheet here.
Note: PII data (personal information of a user) is not shared as part of Data Export.
What is the latency to receive the data?
Near real-time. Data gets inserted into Haptik's Data Lake when a conversation completes. At the same time, data would also flow into your system via Data Export.
Can any custom metric be added which is not available today?
At present, no custom metrics can be added.
What are the requirements for implementing Data Export?
Haptik's Client ID. Read here to know where to find the Client ID.
For example: 1cd0c3d8fe85726b9d1e373eebbe40caa1accace
For S3 Integration:
- Bucket Name
- Bucket Region
- Secret Key
- Access key
1. What access is required for the Data Export integration?
- Haptik will need WRITE permission on your S3 bucket.
- Haptik will upload the JSON files to your S3 bucket. Access needs to be given to the Haptik's engineer. Please raise a request to firstname.lastname@example.org to know more.
2. What is the TAT for doing the Data Export integration?
Once the contracts are signed and depending on the scope of the integration, it will take 2 to 3 weeks for integration, testing, and monitoring.
3. What is the support available during the BETA phase?
- There is a basic alerting system if the entire server is down.
- Data accuracy checks and 99.9% uptime is not guaranteed in BETA.
- Haptik will provide support via email@example.com or platform support bot route.
What is the process to implement Data Export?
If you want to implement Data Export using S3, below are the stages to follow -
Stage 1: Contact your Haptik SPOC to understand the Data Export setup.
Stage 2: Haptik engineers will work with your engineers to explain the process of how the data is sent.
Stage 3: After the scope is finalized, implementation begins from the Haptik end.
Stage 4: Haptik will complete the setup and you will start receiving the data in your S3 environment.
Please connect with your Haptik SPOC to implement Data Export for your virtual assistant.
To see a sample implementation of how you can connect our Data Export service to your BI Tool. Read more here.