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 team members 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: [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.
Case Statistics | Chat Statistics | Description |
|---|---|---|
userChatCaseCreatedAt | The earlier of | Record Start – The time when case data tracking began. |
userChatCase | — (Excluded from new chat statistics) | Case Number – Indicates which case this is within the chat room. Identification-only data not related to performance metrics is excluded from the new chat statistics. |
userChatCaseId | — (Excluded from new chat statistics) | Case ID – Unique identifier of each case. Identification-only data not related to performance metrics is excluded from the new chat statistics. |
userChatCaseState | — (Excluded from new chat statistics) | Record Status – Indicates whether case data recording has been completed. |
userChatCaseUpdatedAt | — (Excluded from new chat statistics) | Last Updated – The time when case data was last updated. |
userChatId | id | User Chat ID – Unique identifier of the chat. |
direction | direction | Start Direction – Indicates whether the chat was inbound or outbound. |
userChatState | state | Chat Status – The current status of the chat. |
userChatUrl | url | User Chat Link – Internal team link to the chat that contains this case. |
teamId | teamId | Team ID – Unique ID of the team assigned to the chat. |
teamName | (Matched via Team data sheet using id and teamId) | Team Name – Name of the team assigned to the chat. |
assigneeId | firstAssigneeId (first) / assigneeId (final) | Assignee ID – Unique ID of the assigned team member. |
assigneeName | (Matched via Manager data sheet using id and firstAssigneeId) | Assignee Name – Name of the assigned team member. |
managerIds | managerIds | Follower IDs – IDs of team members participating as followers. |
managerNames | (Matched via Manager data sheet using id and managerIds) | Follower Names – Names of team members participating as followers. |
userId | userId | Customer ID |
userName | name | Customer Name – Name of the customer who initiated the chat. |
createdAt | createdAt | Chat Room Created Time |
firstQueuedAt | firstQueuedAt | First Queued Time – When the chat first entered the queue. |
firstOpenedAt | firstOpenedAt | First Opened Time – When the chat was first opened. |
firstAskedAt | First Inquiry Time – The time of the customer’s first message or first workflow response. May occur before | First Inquiry Time (for FRT calculation) – A supporting value used to calculate First Response Time. Cannot occur before |
firstRepliedAt |
| First Reply Time – The time when a team member first responded to the customer’s initial message. |
closedAt | • firstClosedAt: The time the chat was closed for the first time. • closedAt: The time the chat was closed for the final time. | Closed Time – The time when the chat was closed. |
waitingTime | timeToFirstAnswer: Time to First AnswerThe time from when agent engagement begins to when the agent sends their first reply.= timeFromFirstAskToFirstAnswer: Inquiry → First Response TimeThe time from the customer’s first inquiry to the agent’s first reply.= timeFromFirstAssignmentToFirstAnswer: Assignment → First Response TimeThe time from when the first agent is assigned to when the agent sends their first reply.= timeFromFirstActiveToFirstAnswer: Active → First Response TimeThe time from when the chat first becomes “Active” to when the agent sends their first reply.= timeFromFirstOpenToFirstAnswer: Open → First Response TimeThe time from when the customer attempts to open the chat to when they receive the agent’s first reply. This includes any time spent in the queue.= | First Response TimeThe time it takes for a team member to reply to the customer’s first message after the chat is opened. |
totalReplyTime | totalReplyTime | Total Reply Time – The sum of the time it took for team members to respond to customer messages. |
replyCount | replyCount | Total Replies – The total number of replies sent by team members to customer inquiries. |
avgReplyTime | avgReplyTime | Average Reply Time – The average time it takes for a team member to send a reply to a customer inquiry. |
totalSnoozedTime | totalSnoozedTime | Total Snoozed Time – The total amount of time the chat was in snoozed status. |
leadTime | firstMemberHandlingTime (Agent Handling Time – First Close)The total working time spent by the agent until the chat is first closed. Even if the chat is reopened later, the calculation is based on the first closure. Snoozed time is excluded.= memberHandlingTime (Agent Handling Time – Final Close)The total working time spent by the agent until the chat is finally closed. If the chat is reopened, the calculation is based on the final closure. Snoozed time is excluded.= | Total Handling TimeThe total time from when the chat became active until it was closed, excluding snoozed time. |
snoozedCount | — (Not provided) | Snooze Count – The number of times the chat was snoozed during the case. (Currently not provided. If this metric is required, please share feedback for review.) |
description | description | Chat DescriptionThe content entered in the chat description field. |
summarizedMessage | summarizedMessage | Chat SummaryAn AI-generated summary of the chat, created using the AI add-on feature. |
tags | tags | Chat tags |
mediumName(Provided as Identified by combining | mediumType
mediumName
| Integrated ServiceThe external messenger used when the chat was received. |
mediumSenderName(Provided as | mediumSenderName | Integrated Service IDThe ID of the connected external service. |
marketingType | — (Not provided) | Marketing Type – The type of marketing message sent via Channel Talk. (Currently not provided. If this metric is required, please share feedback for review.) |
marketingId | — (Not provided) | Marketing ID – The ID of the marketing message sent via Channel Talk. (Currently not provided. If this metric is required, please share feedback for review.) |
workflowId | — (Not provided) | Initial Workflow ID – The ID of the workflow first executed when the chat was opened. (Currently not provided. If this metric is required, please share feedback for review.) |
page | page | Entry Page – The URL of the webpage where the customer first initiated the chat. |
priority | priority | Priority |
profile.csat | profile.csat | CSAT Score – The customer satisfaction rating for the chat. |
profile.csatComment | profile.csatComment | CSAT Comment – The customer’s written feedback for the satisfaction rating. |
{custom profile key} | {custom profile key} | Custom Chat Profile Field – Custom profile information added directly by the company. |
page | page | Entry Page – The URL of the webpage where the customer first initiated the chat. |