History chat details CSV glossary Follow

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5 comments

  • Avatar
    Pedro Rodrigues

    I just extracted this file, and it seems very inaccurate.

    Example: while there were 2 chat sessions with a specific end user during the extracted period, the CSV has a lot more rows (i.e. unique chat_id) matching this user's visitor_id (and email, name, etc.). But there were only two chats.

    When I check one of the supposedly corresponding zendesk_ticket_id on the file, I confirm it has nothing to do with the user. Can you please double-check if this is working properly?

  • Avatar
    Aica Nicolas

    Hello, Pedro!

    Apologies for the issues you experienced with the History chat details export. I have created a ticket for you and you'll receive a notification via email. This will allow us to look into your concerns further.

    Thank you!

  • Avatar
    Giancarlo

     Is it possible to get an identical report from Insights?

    Thanks

  • Avatar
    Andrey Vasiliev

    Thanks for the information provided!

    I'm not seeing a column showing where the chat itself was started. Is it available? 

  • Avatar
    Jenni Kovachevich

    Hi Andrey,

    I apologize, unfortunately that wouldn't be currently available--the next closest workaround may be the "referral" which can show domains that originates the traffic to your domain where the visitor sees the widget. 

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