What is Master Raw Report?
Master raw report provides all the details of each and every chat executed during selected duration. These include all conversations with ChatBot and LiveAgents, no matter if it was successful or failed.
How to Download Master Row Report?
You can download the master raw report in XLSX format. To download master raw report use following steps:
- AmplifyReach Dashboard ->Analytics
- Select “Download Report” from the left panel.
- Set following details
- Department: Each conversation is associated with a department. You can select department or All from the list.
- Date: Select the date range
- Language: All supported languages by AmplifyReach Chatbot Platform are available as part of the filter. (Link – Know more about supported languages by AmplifyReach Chatbot Platform)
- You can download bot report as per chat conversation happens. Because you can deploy multiple language chatbot. If you want to download only English language chatbot reports then select language as English by default it download all languages chatbot report in single file.
- Select report type as “Master Row Report”
- Select “Include chat transcript” if you wish to get chat message details
- Select Download.
Understanding Master Raw Report
The master raw report has many details about each chat. Below is the list of information provided.
|Chat ID||Chat ID is a unique identifier of the chat. This can be used to refer to specific chat across reports.|
|Initiated By||It contains the following values.|
VISITOR: If a chat is initiated by a visitor by clicking on chat bubble such chat will be considered as visitor initiated chat.
PROACTIVE: On other hand you can set proactive rules for your chatbot. If proactive rule satisfies then the Chatbot proactively initiates a chat to website visitor and starts engagement.
|Intermediate Transfer Details||This gives information if Chat was transferred from Chatbot to LiveChat Agent, or a department was changed during conversation. It can have one of following values:|
NA: If chat is handle by Chatbot and did not transfer to human agent.
Bot Transfer: Chatbot transferred chat to human agent as per predefined condition in conversation.
Bot Transfer Due to Failure: Chat transferred to human agent due to any input failure or intent failure.
Department Transfer: Human Agent transferred the chat from one department to another department
|Trigger Group Trigger Name TriggerDescriptionTrigger Department||These give information of proactive triggers. All the proactive triggers can be grouped logically.|
|Chat Closed By Department||Department which closed the chat. If a chat was transferred within multiple departments, it contains the name of the department which was the last department to handle it.|
|Visitor Replied||True: There is a reply from customer|
False: There is no reply from customer
|Handled By||It contains one of following values|
BOT: Chat was handled by BOT.
Agent: If chat handled by Human Live Chat agent.
Missed Chat: The chat was transferred from chatbot to Human Agent, But the Agent did not answer to this chat.
Visitor Not Replied: Visitor did not reply to the chat on starting it
|Agent Name||If Chat closed by Agent, then the Name of the Agent who closed this chat|
|Chat Initiated Time||Chat Initiated Timestamp|
|Bot Initiated Time||BOT Initiated Timestamp|
|Bot Chat Duration||BOT Conversation Duration in readable format|
|Bot Chat Duration (seconds)||BOT Duration in seconds|
|Agent Initiated Time||Agent Initiated Timestamp|
|Agent Chat Duration||Agent Chat Duration in readable format|
|Agent Chat Duration (seconds)||Agent Chat Duration in seconds|
|Agent FRT Time||First Response time of Agent to given chat (in readable format)|
|Agent FRT Time (seconds)||First Response time of Agent to given chat in sec|
|Chat closed time||Chat closed timestamp|
|Chat Duration||Chat duration in readable format|
|Chat Duration (seconds)||Chat duration in seconds|
|Visitor Id||Unique Visitor id|
|Device Type||It contains device type will be Web, Mobile & Tablet etc.|
|Channel||It gives channel details where chat conversation was initiated. Possible channel values are: Facebook Messenger, Facebook Workplace, Slack, Skype, Telegram, Flock, Hangout, Android SDK & iOS SDK etc. If chat is initiated from a web browser then it gives bowser information like Chrome, Firefox, Safari, IE, Edge, Opera etc.|
|Locale||It contains a locale of chat conversation. (Link Supported languages of AmplifyReach Chatbot Platform)|
|Message Count||It gives total count of total messages exchanged in between visitor, chatbot & Live Agent etc during selected conversation.|
|Chat Transcript||This column occurs only if you have selected the option “Include Chat Transcript”. It contains a complete chat transcript of that particular chat ID.|
|Customer Name||Customer Name if available as part of the BOT conversation|
|Customer Email||Customer Email if available as part of the BOT conversation|
|Customer Contact Number||Customer Contact Number if available as part of the BOT conversation|