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Sample Definitions for Brand Insights

Updated on June 20th, 2022

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CSV Name	Data Fields	Definition	Sample Values
CSV 1:Conversation Level (agent_feedback_conversation_combined)	business_id	Unique identifier assigned to each bot. (IVA)	4057 \| 3010 \| 3614
	Business_Name	Unique bot name.	upstoxwa \| upstoxweb \| havells
	claim_name	Used as a filter to distinguish whether the bot or an agent performed an activity. In the case of an agent, the agent's name will be displayed.	bot \| anurag_b \| soumyap
	coll_id	Unique identifier for all conversations by a user with a business. Example: If User A has 5 conversations with a bot, all of these conversations will have the same Collection_ID.	122852559
	conversation_identifier	Unique identifier for each conversation between a user and a bot. It is a combination of Collection_ID and the number of conversations between the user and the bot separated by an underscore sign. Example: If User A has 5 conversations with a bot, the Conversation_Identifier would be: 122852559_1, 122852559_2, ... upto 122852559_5
	device_platform	This is the channel or platform where this conversation took place.	Android SDK \| WebSDK \| Whatsapp
	disposition_reason	Gives the reason why an agent was required. Only applicable to chats that are transferred to an agent. This is the text entered by the agent while closing a chat.	Customer Profile / KYC \| Spam chat \| Sales Enquiry
	end_to_end_gogo_chat	Whether the bot handled the entire conversation from start to end. True (1) means agent handover was not required and chat was 100% automated.	1 or 0
	feedback_comment	This is the comment left by the user on the completion of the chat/conversation as feedback.	I was able to clear all of my doubts \| Was not able to help \| Thanks
	feedback_metric	Used as a filter for the feedback rating to distinguish between the two types of feedback metrics: CSAT and NPS.	CSAT \| NPS
	language_script	The script in which the messages were shared by the user. Example: the 'Mujhe help chahiye' script would be English even though the meaning is comprehended in Hindi.	English \| Hindi
	source_language	The source language of all messages in a conversation by the user. Example: 'Mujhe help chahiye' source language will be Hindi.	English \| Hindi \| Marathi \| Telugu
	created_at	Timestamp when the chat got closed. Includes both date and time at minute precision.	-
	agent_resolution_time_wqt	The total time it took to solve the user's query from start to finish but does not include the queue time i.e. the time it took to transfer the chat from bot to an agent. Will be applicable even if the chat was handled end to end by a bot. Claim_name can be used as a filter here to distinguish between bots and agents.	150
	avg_response_time_wqt	The time taken by the bot or agent to respond to the user's message. This does not include the time taken to transfer the chat to the agent. Claim_name can be used as a filter here to distinguish response times between bots and agents.	20
	conversation_resolution_time	Total time taken for the conversation to end in seconds.	175
	feedback_rating	Numeric rating given by the user. Out of 5 if CSAT has been activated and out of 10 if NPS has been activated for the client	4 \| 9
	first_agent_response_time_wqt	The time taken in seconds for the first response message by the bot or by an agent. Claim_name is used as a filter to distinguish between the first response time between bot and agents.	5
	conversation_no	Shows the nth number of conversations between the user and the bot. Example: For any Conversation_Identifier 122852559_3, the value after the underscore is the number of conversation by the user with this bot	10
	total_assistant_messages	Total number of messages sent by agents.	5
	total_gogo_messages	Total number of messages sent by the bot.	7
	total_flows	A total number of queries that were identified in a conversation. Example: One conversation can have multiple queries like KYC, Product discovery, purchase, etc.	2
	total_queue_time	Time taken in seconds to transfer the chat to an agent.	10
	total_resolved_flows	The number of queries that were resolved out of the total flows.	1
	total_user_messages	Total number of messages sent by the user.	12
	total_wait_time	Time in seconds where the user was idle during the conversation.	100
CSV 2: Message Level (derived_message)	conversation_identifier	This field can be used to join both CSVs if needed. It acts as the foreign key at the message level and the primary key at the conversation level.	122852559_3 \| 133468830_2
	created_at_with_seconds	The time frame in seconds precision when this message was created and recorded.	-
	is_freeform	Whether a message is freeform or not. Example: 'I need help. Please transfer to an agent' would be a freeform message. But if any message has been replied to from the quick reply option, it will not be a freeform message.	1 or 0
	Skill	It is the Skill or the Step that this message was a part of.	-
	Skillset	The skillset this message was a part of.	-
	business_via_name		upstoxwa \| upstoxweb \| havells
	is_break_message	Whether a user message caused Bot Break.	1 or 0
	is_handover_message	Whether a user message caused Agent Handover.	1 or 0
	coll_id	Unique identifier for all conversations by a user with a business. Example: If user A has 5 conversations with a bot, all of these conversations will have the same Collection_ID.	122852559
	message_id	Unique identifier for each message in a conversation	-
	business_id	Unique identifier assigned to each bot (IVA).	4057 \| 3010 \| 3614

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Sample Definitions for Brand Insights

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