Exporting Conversation Data

Overview

VSocial Community Manager offers a way to export Conversation data. As of March 2013, this Conversation data export has been completely redesigned. Note, you must have access to the Export feature in order to use this. Speak with your administrator or VSocial Account Manager if you have questions.

First, a little about the feature.

 

Asynchronous Export Requests

As Conversation data volume increases over time, there is a point at which real time data exports are no longer be feasible. A common failure of generating an export on the fly when there is too much data to process is the server will timeout, and you, the User, will be left without the data.

When you request an export to be generated, the VSocial Reports Engine will receive this request and queue it. It will be processed in the order it was received. When processing completes, the Reports Engine will send an email to the VSocial User who requested the export stating the report has been generated.

The export will be available for download from the same screen where the request was made in CSV format. 


Requesting a Report

First, find your way to the Reports section by clicking on the Reports tab at the top of the page.

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Once you're in the Reports menu, select "Report Export (Beta)".

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You will see a form similar to the screenshot below.

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From here, you can select the Point of Presence (the Social Media Account) of which you wish to export Conversation data from. You can then select the data range for the export - the dates apply to the date the Conversation was created in the system.

When you're finished filling out the form request, you can click on "Generate Report". Please be patient as the request may take several minutes (it can take up to 10 minutes, or even longer) depending on how large the date range you selected is, and whether there are other requests in the queue that have yet to be processed.

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When the report is complete, you will receive an email informing you it is complete. The email will look similar to this:

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You will receive an email when the request is complete and the report is ready for downloading. Simply go back to the Reports page and click the Download link next to the desired report.

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Data Fields

The following fields are included in the export:

  • CID - Unique Conversation ID
  • Source Social Media Account - Name of the Social media Account this Conversation belongs to (this will relate to the account you selected when requesting the Export)
  • Customer Name - If stored in the VSocial Customer CRM, the Customer's Name
  • Customer Email - If stored in the VSocial Customer CRM, the Customer's Email Address
  • Customer Telephone - If stored in the VSocial Customer CRM, the Customer's Telehphone
  • Customer Location and Address - If stored in the VSocial Customer CRM, the Customer's Location
  • Customer ID Number - If stored in the VSocial Customer CRM, the Customer's national ID number
  • Customer Facebook ID - If this Conversation originated from the Facebook wall/timelime, or the Facebook-enabled Social Customer Service application, the Customer's Facebook ID will be included
  • Customer Twitter Handle - If this Conversation originated from Twitter, the Customer's Twitter handle will be included
  • Post Text (from FB or Twitter) - For Facebook or Twitter Conversations, the text of the query
  • Customer Support Query Title - For Social Customer Service app queries, the title of the query
  • Customer Support Query Description - For Social Customer Service app queries, the description of the query
  • Customer Support Query Contact Through - For Social Customer Service app queries, the contact method the Customer requested on the query form
  • Customer Support Query - Customer Name - For Social Customer Service app queries, the name provided by the Customer (may be different than his/her Facebook profile!)
  • Customer Support Query - Customer Email - For Social Customer Service app queries, the email provided by the Customer (may be different than his/her Facebook profile!)
  • Customer Support Query - Customer Telephone - For Social Customer Service app queries, the telephone provided by the Customer
  • Customer Support Query - Customer ID Number - For Social Customer Service app queries, the National ID provided by the Customer
  • Customer Support Query - Query Location - For Social Customer Service app queries, the location provided by the Customer
  • Item Status New Date/Time - Date and Timestamp of when the Conversation was created (when it came into VSocial)
  • Item Status Closed Date/Time - The last Date and Timestamp when the Conversation was marked as "Closed", if ever
  • Item Status Accepted Date/Time - The last Date and Timestamp when the Conversation was marked as "Accepted", if ever
  • Item Status Reopened Date/Time - The last Date and Timestamp when the Conversation was marked as "Reopened", if ever
  • Item Status Verified Date/Time - The last Date and Timestamp when the Conversation was marked as "Verified", if ever
  • Item Status Responded Date/Time - The last Date and Timestamp when the Conversation was marked as "Responded", if ever
  • Conversation Current Status - The current status of the Conversation
  • TAGs - A listing of tags that were given to the Conversation, separated by a semicolon
  • Assigned to Agent - Name of VSocial User (agent) the Conversation is currently assigned to (if at all)
  • Agent's Name - Name of Agent who most recently responded to the Conversation
  • Agent Response - The most recent response to the Conversation
  • Agent Response Date Time - The date and timestamp of the most recent response to the Conversation
  • Reply To - The Conversation ID of the Conversation this is in response to if the conversation represented in this row is a response (and Outgoing)
Have more questions? Submit a request

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