Two-Way Conversation Report

Two-way Conversation Report

Purpose

A flat file option for ingesting two-way activity over a specified time. This report is available only in the Production Environment.

Included Events

twoway.agent_ping
twoway.agent_invite
twoway.channel_closed
twoway_webhook.customer_message_sent
twoway_webhook.agent_message_sent
twoway_webhook.system_message_sent
twoway_webhook.member_added
twoway_webhook.member_removed
twoway_webhook.channel_added

Expected Frequency:

The default frequency is daily.

Clients may update the frequency to weekly or monthly on the Report Configuration screen within CX Builder. See Configuring & Updating the Reports

Monthly reports are generated on the first weekend of each month or the following weekend.

Standard Report File Properties: Two Way Activity and Conversation Events

Property	Data Type	Length	Primary Key	Description
agent_email	string	100	No	E-mail address of the CX Portal user who is acting like an agent.
agent_first_name	string	100	No	CX Portal User’s (Agent's) First Name.
agent_last_name	string	100	No	CX Portal User's (Agent's) Last Name.
agent_roles	string	1024	No	CX Portal User’s (Agent's) Role. The two roles (if available) in CX builder for both Two way messaging and CX Portal Access.
agent_control_group	string	100	No	CX Portal User’s (Agent's) Assigned Control Group.
ccid	string	255	Yes	The unique identifier of the Customer.
customer_first_name	string	100	No	The first name of the Customer or Patient.
customer_last_name	string	100	No	The last name of the Customer or Patient.
product_group_id	string	255	No	The current product group identifier of the Customer. An account is associated to one and only one product group at a time.
event_type	string	100	No	Identifies the main event type category.
event_subtype	string	100	No	Identifies the subtype of the event.
event_time	string		Yes	Contains the date and time of when the event occurred. The data is in ISO 8601 format.
control_tag	string	100	No	Control tag is an attribute of the two way channel, and is used to control CX Portal Users view of messages.
twoway_channel_sid	string	100	No	Unique Identifier of the Two-way Channel.
twoway_body	string	5000	No	Conversational text between CX Portal User and Customer, may be empty depending on the Communication Type.
english_version	string	5000	No
translation_language_code	string	3	No	The language code corresponding to the translation. If translations were not used, this field will be null. If the message was translated into Spanish, ES will be present.
conversation_id	string	256	No	A unique identifier for the conversation based on when a channel is opened or closed.
closed_reason	string	256	No	A preconfigured category for a conversation to be closed.
closed_additional_information	string	1024	No	A free-text field for agents to add more information about why a conversation was closed.
after_hours_flag	boolean		No	A flag indicating whether the event occurred after-hours based on client-configured after-hours settings.
sender_type	string	50	No	Text indicating the type of sender for this event. Possible values are "agent", "customer", "system".
conversation_status	string	50	No	The state of the conversation at the time of this event.
message_index	integer	100	No	Represents the order of the message within a conversation. Can be used to match `message_updated` events to the event being updated. Does not always increment by 1 and may start at numbers higher than 0, but always ascends.
english_translation	string	50000	No	The English version of both agent and customer messages when translations are used in the conversation.
translation_language_code	string	3	No	The language code corresponding to the translation. If translations were not used, this field will be null. If the message was translated into Spanish, ES will be present.