You can download the data shown in the Analytics (by case) dashboard as raw data in Excel format (XLSX).Feel free to customize and analyze it as needed.
※ Only managers with download permissions can access this feature.
You can download up to 1 million Case records per file, due to XLSX row limits.
Data can be exported for a maximum range of 6 months.
The end date must be within 6 months of the start date and cannot go beyond the last day of that month.
Additionally, the available data range starts from June 26, 2025, when the Case Analytics feature was introduced.
Example:
Available range: June 26, 2025 – December 26, 2025
Required fields before downloading:
Set the file password: Must contain only letters and numbers.
Reason for download: For internal logging purposes only.
※ If you forget the password, the file cannot be opened. Please re-download it in that case.
Navigation: [Operation] → [Analytics] → [Analytics (by case)] → Click the [Download] button at the top right.
After applying your desired filters in the dashboard, the downloaded file will reflect those exact conditions.
※ If the dataset is large, the download may take some time to complete.
Field Name | Description | Notes |
userChatCaseCreatedAt | Case record start time | • The time when Case data starts being recorded • The minimum value between firstQueuedAt and firstOpenedAt |
userChatCase | Case number within a chat | Indicates the sequence of the Case (e.g., 1st, 2nd, etc.) in a chat thread |
userChatCaseId | Case ID | Unique identifier for each Case |
userChatCaseState | Case record status | Shows whether Case data is still being updated: • inProgress: The chat hasn’t ended yet, or it's within 1 hour after ending — data is still updating • completed: The chat ended and either 1 hour has passed or a new Case has started — this Case is no longer updated |
userChatCaseUpdatedAt | Last updated time | Time when the Case data was last updated |
userChatId | UserChat ID | Unique identifier for the overall chat thread |
direction | Message direction | Based on the first Case in the chat — fixed value |
userChatState | Current chat status | Shows the current status of the chat • After 1 hour of ending, if the Case becomes • Typically becomes • Possible values: |
userChatUrl | UserChat manager link | Link to the manager view of the chat that includes this Case |
teamId | Team ID | Unique ID of the team assigned to the chat |
teamName | Team name | Name of the team assigned to the chat |
assigneeId | Assignee ID | Unique ID of the manager assigned to the chat |
assigneeName | Assignee name | Name of the manager assigned to the chat |
managerIds | Follower IDs | IDs of managers marked as followers of the chat |
managerNames | Follower names | Names of managers marked as followers of the chat |
userId | Customer ID | |
userName | Customer name | Name of the customer who sent the inquiry |
createdAt | Chat room created at | The time when the chat room was first created |
firstQueuedAt | First entered queue | When the chat first entered the queue • Not updated even if the reopened |
firstOpenedAt | First opened time | When the chat was first opened • Not updated even if the reopened |
firstAskedAt | First customer message time | When the customer first sent a message • Not updated even if the reopened • Only available for chat-type conversations |
firstRepliedAt | First reply time | When the manager first replied to the customer's first message • Not updated even if the reopened • Only available for chat-type conversations |
closedAt | Closed time | Time when the chat was marked as closed • Only one closed time per Case |
waitingTime | First response time | Time from chat opened to the manager’s first reply to the customer’s message• Initial response time for this Case • Not updated if reopened or re-snoozed • • The values are provided in seconds. |
totalReplyTime | Total reply time | Total time taken to reply to customer messages • Updates if chat is reopene d• Not updated after Case is completed • The values are provided in seconds. |
replyCount | Reply count | Total number of manager replies to customer messages • Updates if chat is reopened • Not updated after Case is completed |
avgReplyTime | Average reply time | Average time per reply • • Updates if chat is reopened • The values are provided in seconds. |
resolutionTime | Resolution time | Time from when the chat was opened until it was closed • Case-level metric, not updated afterward • • The values are provided in seconds. |
totalSnoozedTime | Total snoozed time | Total time the chat was in Snoozed state• Updates if re-snoozed before closing • Not updated after Case is completed • The values are provided in seconds. |
leadTime | Total handling time (excluding snooze) | Time taken to close the chat, excluding Snoozed time • • Updates if re-snoozed before closing • Not updated after Case is completed • The values are provided in seconds. |
snoozedCount | Snooze count | Number of times the chat was snoozed during the Case • Updates if re-snoozed before closing • Not updated after Case is completed |
missedCount | Missed call count | Number of missed calls during the Case• Starts accumulating after Aug (multi-meet feature release)• Not updated after Case is completed |
description | Chat description | Content written in the chat description field |
summarizedMessage | Chat summary | AI-generated summary of the chat |
tags | Chat tags | |
contactMediumType | Contact channel | External messenger used when the chat was received: • • • • • • • |
appMessenger | Connected service ID | Internal ChannelTalk ID used to distinguish external messenger accounts (not the actual account ID) |
marketingType | Marketing type | Type of marketing message sent via ChannelTalk: • • |
marketingId | Marketing ID | ID of the marketing message sent via ChannelTalk |
workflowId | Start workflow | Workflow ID that was triggered when the chat first opened • This refers to the workflow at the chat level, not the Case level |
page | Entry page | Webpage where the customer initiated the chat • Path where the chat button was clicked |
priority | Priority | |
profile.csat | CSAT | Customer satisfaction score • Captured at the moment the Case is completed • Not cleared even if entered during a previous Case |
profile.csatComment | CSAT comment | Free-text comment provided with CSAT score • Captured at the moment the Case is completed • Not cleared even if entered during a previous Case |
{custom profile key} | Custom chat profile field | Fields added to the chat profile by your organization |