Contact Center Analytics

The New Contact Center analytics platform offers a multi-sheet spreadsheet report designed to give full operational visibility, from high-level performance metrics to granular message logs and agent availability schedules.

Multi-Sheet Export Structure

Every exported analytics workbook contains six specialized worksheets:

Tab 1: serviceInformation (Conversation Summaries)

Tracks the lifecycle of every conversation handled by your team.

Field name	Description
contact_id	Unique identifier for the customer across channels.
customer_whatsapp_profile_name	Profile display name (e.g., WhatsApp name).
agent_assignment_date	Date when the conversation was assigned (YYYY-MM-DD).
agent_assignment_time	Exact time when the conversation was assigned (HH:MM:SS).
conversation_close_date	Date when the conversation was closed.
conversation_close_time	Exact time when the conversation was closed.
closure_reason	Reason for ending the chat (e.g., CLOSED_BY_AGENT).
channel _origin	Originating channel (e.g., cloud_api, web_chat).
agent	Full name of the assigned agent.
email	Email address of the assigned agent.
agent _group_name	Shift or team assignment (e.g., Morning shift).
conversation_duration	Total active handling time (HH:MM:SS).
conversation_id	Unique identifier for the specific conversation session.

Tab 2: conversationContent (Detailed Message Logs)

Logs every individual message sent and received within conversations.

Field name	Description
message_date	Date when the message was sent or received.
message_time	Exact timestamp of the message.
contact_id	Unique identifier for the customer.
message_origin	Sender category (e.g., reactive, inbound, outbound).
message_type	Content format (e.g., text, image, template).
message_content	The actual text or payload of the message.
profile_name	Display name of the sender.
agent	Name of the participating agent.
email	Email of the participating agent.
agent_group_name	Assigned group at the time of the message.
conversation_id	Associated conversation session ID.

Tab 3: agentConnectionInformation (Agent Session Logs)

Measures agent shift schedules and platform login durations.

Field name	Description
id_agente	Internal agent database identifier.
web_user_id	Platform user ID.
agent	Full name of the agent.
email	Registered agent email.
agent_group_name	Assigned team or shift.
login_date	Date the agent logged into the system.
login_time	Timestamp of platform login.
logout_date	Date the agent logged out.
logout_time	Timestamp of platform logout.
session_duration	Total connected duration (HH:MM:SS).

Tab 4: agentAvailabilityInformation (Status & Readiness Tracking)

Tracks state changes between Available and Unavailable to calculate occupancy and idle time.

Field name	Description
id_agente	Internal agent database identifier.
web_user_id	Platform user ID.
agent	Full name of the agent.
email	Registered agent email.
agent_group_name	Assigned team or shift.
available_start_date	Date the agent became available.
available_start_time	Timestamp when status changed to available.
unavailable_start_date	Date the agent became unavailable.
unavailable_start_time	Timestamp when status changed to unavailable.
active_chats_when_unavailable	Number of active conversations held when status changed.
available_duration	Total duration in available state (HH:MM:SS).

Tab 5: agentInformation (Agent Metadata)

Audits agent user account history and administrative updates.

Field name	Description
agent_id	Internal agent database identifier.
web_user_id	Platform user ID.
agent_creation_date	Account creation date.
agent_creation_time	Account creation timestamp.
profile_update_date	Date account settings were last modified.
profile_update_time	Timestamp of the last profile update.
agent	Full name of the agent.
email	Registered agent email.
agent_group_name	Assigned group or shift.
last_login_date	Date of the agent's most recent login session.
last_login_time	Timestamp of the agent's most recent login session.

Tab 6: formAnswers (Close Form & Wrap-Up Responses)

Stores custom survey data collected upon conversation closure.

Field name	Description
response_date	Timestamp when the wrap-up form was submitted.
agent	Agent who submitted the form responses.
email	Agent email address.
contact_id	Unique identifier for the customer linked to the response.
autoclose	True if system closed the conversation automatically; False if manual.
form_id	Identifier of the wrap-up form used.
form_title	Display title of the close form.
question_title	Question label/prompt text.
question_type	Input type (e.g., input, option, string).
response	Value provided by the agent or customer.

Key Differences (CCv1 vs. CCv2)

When transitioning from Contact Center v1 (CCv1) to the New Contact Center (CCv2), review the following key architectural changes across exported reports:

Deprecation of agentUnavailable Tab: In CCv1, unassigned/missed chats were logged in a separate agentUnavailable worksheet. In CCv2, unhandled interactions are incorporated directly into queue routing reports, deprecating this tab.
Universal Contact Identifier: Legacy channel-specific IDs like fb_id have been replaced with contact_id, ensuring consistent tracking across WhatsApp, Web Chat, and social channels.
Removal of agent_session_id: Legacy session keys (agent_session_id) across serviceInformation and conversationContent have been eliminated to streamline data schema.
Form Analytics Relinking: In CCv1, form answers were linked strictly via id_conversacion. CCv2 links formAnswers to contact_id to facilitate full customer journey reporting across multiple sessions.