In Custom Reports, you can view a detailed list of consultations for each chart.
How to view: Click the [View Consultation List] button on the desired chart.
Settings: You can readjust the period and filters within the consultation list view.
Note: Changing settings in the consultation list does not affect the settings of the main report or chart.
Metric-specific view: If a chart contains multiple metrics, you can view the list for each specific metric.
Default information provided in the list:
User Chat: Customer name
Consultation Tags
CSAT
Team: Currently assigned team
Assignee: Currently assigned team member
Followers: Team members invited as followers
Service: Consultation type
ALF Involvement: Whether ALF responded at least once
You can add or hide fields via [View Settings]. Any value available in the filters can be selected.
Clicking a consultation opens a right panel where you can immediately view the chat history.
You can download the consultations retrieved in the list.
Click the [Download] button to the right of the consultation count.
Download scope: Only the consultations retrieved based on the current list's period and filters will be downloaded.
File format: The file includes all data fields, regardless of your current "View Settings."
Limits:
Without messages: Max 100,000 cases per download.
With messages: Max 10,000 cases per download.
Sheet Name | Description |
|---|---|
UserChat data | UserChat IDs, consultation info, and time data for the selected period. |
Message data | Actual chat content (Provided only when "Include Messages" is selected). |
User data | Information about the customers who participated in the consultations. |
Manager data | Information about the team members who handled the consultations. |
Team data | Information about the teams assigned to the consultations. |
UserChatTag data | List of all consultation tags created in the channel. |
UserChat meet data | Information regarding call, voice, or video meets. |
This sheet contains detailed information about each consultation session.
Data Key | Meaning | Description | Data Type |
|---|---|---|---|
id | UserChat ID | Unique identifier for the UserChat. Use this to cross-reference messages in the Message data sheet. | Number |
managedAt | Engagement Start Point | The point when ALF involvement begins (first question to ALF) or when the chat is first opened (if no ALF). This value does not refresh even if the chat is snoozed or reopened. *Opened point: When a customer sends a message, or a workflow 'Open Chat' action is triggered, or a manager manually opens the chat. | Timestamp |
name | Customer Name | Name of the customer. | String |
title | Consultation Title | Subject line for email consultations. | String |
description | Description | Brief description of the consultation. | String |
tags | Consultation Tags | Tags applied to the consultation. | String |
priority | Priority | high: High, medium: Medium, low: Low. | String |
direction | Direction | INBOUND: Started by customer, OUTBOUND: Started by agent. | String |
sync | Real-time Status | sync: Phone, Meet / async: Chat. | String |
page | Inflow Page | The URL/page where the consultation was initiated. | String |
userId | Customer ID | Internal channel ID for the customer. | Number |
assigneeId | Assignee ID | ID of the currently assigned team member (Details in Manager data sheet). | Number |
firstAssigneeId | Initial Assignee ID | ID of the first team member assigned to this chat. | Number |
assigneeIdAtFirstClose | Assignee ID at First Close | ID of the team member assigned when the chat was first closed. | Number |
managerIds | Follower IDs | IDs of team members invited as followers. | Number |
teamId | Assigned Team ID | ID of the assigned team (Details in Team data sheet). | Number |
mediumType | Medium Type | native: Channel Talk, app: Integrated Messengers (Kakao, Naver, IG, Line), email: Email, phone: Phone. | String |
mediumName | Consultation Medium | Specific platform (e.g., appKakao, appNaverTalk, appInstagramMessenger, appLine, email, phoneNumber). | String |
mediumSenderName | Medium Identifier | Specific identifier for the medium (e.g., Kakao Channel ID, Partner ID, Instagram account, Email address, or Phone number). | String |
state | Status | initial (Preparing), queued (In Queue), missed (Missed), opened (In Progress), snoozed (Snoozed), closed (Closed). | String |
missedReason | Missed Reason | Reason for missed contact: notInOperation, noOperator, abandonedInQueue, ringTimeOver, userleft, exceededQueue, or workflow. | String |
goalState | Goal Status | waiting (Pending), notAchieved (Not Achieved), achieved (Achieved). | String |
goalCheckedAt | Goal Achievement Time | The exact time when the consultation goal was achieved. | Timestamp |
everOpened | Ever Opened | Whether the consultation was ever opened. | Boolean |
reopened | Reopened | Whether the consultation was reopened after being closed. | Boolean |
reassigned | Reassigned | Whether the assignee was changed during the consultation. | Boolean |
workflowTriggered | Workflow Triggered | Whether a 'Run only one' workflow was executed. | Boolean |
alfTriggered | ALF Triggered | Whether Customer ALF was triggered. | Boolean |
replyCount | Reply Count | Total number of replies sent by team members. | Number |
replyCountInOperation | Replies in Operation | Number of replies sent during operating hours. | Number |
reopenCount | Reopen Count | Number of times the chat was reopened. | Number |
reassignmentCount | Reassignment Count | Number of times the assignee was reassigned. | Number |
createdAt | Created At | INBOUND: When the customer started the conversation / OUTBOUND: When a message/call was sent to the customer. | Timestamp |
updatedAt | Last Updated | The last time the consultation information was updated. | Timestamp |
firstWorkflowStartedAt | Workflow Start Point | When the first 'Run only one' workflow started. | Timestamp |
firstAskedAt | First Inquiry Point | When the customer first sent a message, selected an option in a workflow, or initiated a call (IVR). | Timestamp |
firstAlfStartedAt | ALF Start Point | When ALF involvement began. | Timestamp |
firstAlfEndedAt | ALF End Point | When ALF involvement ended (24h after last question or when agent connection was requested). | Timestamp |
firstWorkflowEndedAt | Workflow End Point | When the first 'Run only one' workflow ended. | Timestamp |
firstQueueInAt | First Queue Entry | When the chat first entered the waiting queue. | Timestamp |
queuedAt | Last Queue Entry | The most recent time the chat entered the queue. | Timestamp |
firstQueueOutAt | First Queue Exit | When the chat first exited the waiting queue. | Timestamp |
firstOpenedAt | First Open Attempt | When the first attempt to open the chat occurred. | Timestamp |
openedAt | Last Open Attempt | The most recent attempt to open the chat (Refreshed on every attempt). | Timestamp |
firstMissedAt | First Missed Point | The first time a missed call was recorded. | Timestamp |
missedAt | Last Missed Point | The most recent time a missed call was recorded (Refreshed if multiple missed calls occur). | Timestamp |
firstAssignedAt | First Assignment Point | When the first assignee was assigned. | Timestamp |
firstActiveAt | First Activation Point | If queued: Same as | Timestamp |
firstAnsweredAt | First Answer Point | When a team member sent the very first response after the chat was opened. | Timestamp |
repliedAt | Last Answer Point | Time of the agent's first response following the customer's last message. | Timestamp |
snoozedAt | Last Snoozed Point | The most recent time the chat was snoozed. | Timestamp |
firstClosedAt | First Close Point | The time the consultation was closed for the first time. | Timestamp |
closedAt | Final Close Point | The most recent time the consultation was closed. | Timestamp |
totalReplyTime | Total Response Time | Sum of time taken to respond to all customer inquiries. [Σ(eachAnsweredAt − eachAskedAt)] | Time (sec) |
totalReplyTimeInOperation | Total Response Time (Biz) | Total response time excluding non-operating hours. | Time (sec) |
avgReplyTime | Avg Response Time | totalReplyTime / | Time (sec) |
avgReplyTimeInOperation | Avg Response Time (Biz) | totalReplyTimeInOperation / | Time (sec) |
totalSnoozedTime | Total Snoozed Time | Total time the consultation stayed in 'Snoozed' status. | Time (sec) |
firstQueueTime | First Queue Duration | Total time spent in the waiting queue. | Time (sec) |
timeToFirstAssignment | Time to First Assignment | firstAssignedAt - | Time (sec) |
timeToFirstAnswer | Time to First Answer | firstAnsweredAt - | Time (sec) |
timeFromFirstAskToFirstAnswer | Inquiry to Response Time | firstAnsweredAt - | Time (sec) |
timeFromFirstAssignmentToFirstAnswer | Assignment to Response Time | firstAnsweredAt - | Time (sec) |
timeFromFirstActiveToFirstAnswer | Activation to Response Time | firstAnsweredAt - | Time (sec) |
timeFromFirstOpenToFirstAnswer | Chat Open to Response Time | firstAnsweredAt - | Time (sec) |
timeToFirstClose | Time to First Close | firstClosedAt - | Time (sec) |
timeToClose | Time to Final Close | closedAt - | Time (sec) |
memberHandlingTime | Agent Handling Time | Work time spent by agents until the first close. Excludes snoozed time. | Time (sec) |
firstMemberHandlingTime | Final Agent Handling Time | Total work time spent by agents until the final close, including reopens. | Time (sec) |
workflowHandlingTime | Workflow Processing Time | firstWorkflowEndedAt - | Time (sec) |
alfHandlingTime | ALF Processing Time | firstAlfEndedAt - | Time (sec) |
ALF CX Score | ALF CX Score | Score for ALF response quality (Min 1.0, Max 5.0). | Number |
profile.csat | CSAT | Consultation Satisfaction Score. | Number |
profile.csatComment | CSAT Comment | Open-ended feedback from the satisfaction evaluation. | String |
(Custom Profile Data) | Custom Profile Info | Added based on the defined order of your consultation profile settings. | - |
*Note: Metrics ending in "InOperation" subtract non-operating hours from the total duration.
Provided only when the "Include Messages" option is selected during download.
Data Key | Meaning | Notes |
|---|---|---|
ChatId | UserChat ID | Unique identifier for the UserChat. |
PersonType | Sender Type | bot: Bot, manager: Team Member, user: Customer. |
PersonId | Sender ID | Bots: ALF-1 (Mention ALF internal), FRONTALF-2 (Sent via 'Send Message' task). Team Members: Team Member ID. Customers: Customer ID. |
CreatedAt | Created At | The exact time the individual message was generated. |
PlainText | Content | The text content of the message. (Blank if only files were sent). |
isPrivate | Internal Note | True: Internal note (Team only), False: Customer response (Visible to customer). |
Contains all profile data for customers who participated in consultations.
Reflects the status at the time of data download.
Data Key | Meaning | Notes |
|---|---|---|
id | Team Member ID | Unique ID of the team member. |
channelId | Channel ID | ID of the channel the member belongs to. |
accountId | Account ID | ID of the Channel Talk account. |
name | Display Name | Name shown to customers. |
Registered email address. | ||
mobileNumber | Mobile Number | Registered mobile phone number. |
removed | Member Deleted | Whether the team member has been removed from the channel. |
createdAt | Join Date | The date the member joined the channel. |
defaultGroupWatch | Group Chat Notifications | all (All), info (Important only), none (Mentions only). |
defaultDirectChatWatch | DM Notifications | all (All), info (Important only), none (Mentions only). |
defaultUserChatWatch | UserChat Notifications | all (All), info (Important only), none (Mentions only). |
receiveUnassignedChatAlert | Unassigned Chat Alert | Whether alerts for unassigned chats are enabled. |
operatorEmailReminder | Delay Email Reminder | Whether delay notification emails are sent when unassigned alerts are on. |
Data Key | Meaning | Notes |
|---|---|---|
id | Team ID | Unique identifier for the team. |
channelId | Channel ID | ID of the channel. |
name | Team Name | Name of the team. |
managerIds | Team Member IDs | IDs of members belonging to this team (Details in Manager data sheet). |
Data Key | Meaning | Notes |
|---|---|---|
id | Tag ID | Unique identifier for the consultation tag. |
channelId | Channel ID | ID of the channel. |
name | Tag Name | Name of the consultation tag. |
description | Description | Description of the consultation tag. |
createdAt | Created Date | Date the tag was created. |
Data Key | Meaning | Notes |
|---|---|---|
id | Meet ID | Unique ID assigned to Phone, Video, or Voice meets. |
userChatId | UserChat ID | Unique identifier for the associated UserChat. |
startedAt | Call Start Time | Time the call was initiated. |
endedAt | Call End Time | Time the call was terminated. |
engagedAt | Connected Time | Time the call was actually connected. |
from | Caller | The phone number of the caller. |
to | Recipient | The phone number of the recipient. |
direction | Call Direction | inbound: Received, outbound: Dialed, missed: Missed. |
missedReason | Missed Reason | notInOperation, noOperator, abandonedInQueue, ringTimeOver, userleft, preservedNumber, unregisteredNumber, exceededQueue, or workflow. |
duration | Total Duration | Total call time in seconds. |
type | Meet Type | call: Phone call, frontMeet: Voice/Video meet between customer and team. |
primaryNumber | Outbound Number | The actual phone number used for dialing. |
representativeNumber | Representative Number | The masked/representative number shown to the recipient. |