Analytics full events export

The Full events export is one of two export types when you export an Analytics view. The exported file contains one line for each activity that occurred and its corresponding details for the selected date range.

All timestamps in the file are formatted as YYYY-MM-DD HH:mm:ss, in the requested user's time zone. Information provided reflects the conversation segment data at the time the export was generated.

Full events exports include the following activities:

1. Inbound

2. Outbound

3. Outbound reply (outbound message that is a reply)

4. Archive / Reopen

5. Reminder

6. Trash / Restore

7. Assign / Unassign

8. Tag / Untag

9. Move

10. Comment

11. Mention

12. Snooze

1. Activity ID*: Internal Front ID of the activity.

2. Type: Describes what activity occurred (see list above).

3. Source: Where is the activity coming from.

4. Message ID*: Internal Front ID of the message.

5. Conversation ID*: Internal Front ID of the conversation.

6. Ticket IDs: Ticket IDs attached to the conversation at the time the activity was recorded.

7. Segment: Segment of the conversation.

8. Segment start: The date and time of the first activity for any new segment.

9. Segment end:

   • If segment is currently open: The date and time the segment is expected to close (moved to inactive state). This date can change if additional activities are added to the segment.

   • If segment is closed: The date and time the segment closed.

10. Direction: Inbound or Outbound.

11. Status: Current status of the conversation: Archived or Open.

12. Status at activity time: Status of the conversation immediately after the activity was recorded. If a conversation was originally Open and the activity is Archived, the status at activity time would read Archived.

13. Inbox: Name of the inbox where the message currently lives. If the message appeared in multiple inboxes, the activity will appear one time for each inbox value.

14. Inbox API ID: External Front ID of the inbox.

15. Inbox at activity time: List of inboxes where the message lived immediately after the activity was recorded. If the message appeared in multiple inboxes, the activity will appear one time for each inbox value. If the activity represents a move from one inbox to another, the ending inbox is recorded.

16. Inbox API IDs at activity time: External Front IDs for the list of inboxes where the message lived immediately after the activity was recorded.

17. Previous inbox IDs: External Front IDs for the list of inboxes where the message lived prior to when the activity was recorded.

18. Message date: Represents the date of an activity, not only messages. The date range filter is tied to this field. Formatted as YYYY-MM-DD HH:mm:ss, in the requested user's time zone.

19. Autoreply: Indicates whether this message is an automated reply, 1 is yes, 0 is no

20. Reaction time: Time (in seconds) taken to assign/reassign an inbound message to another teammate (not to self), send a reply, or archive

21. Total reply time: Duration (in seconds) that a contact was kept waiting for a reply from the team during a conversation segment.

22. Handle time: Duration (in seconds) between starting a draft in a conversation and sending a reply.

23. Response time: Duration (in seconds) between an inbound message and the next outbound message in the same conversation. Corresponds to Reply time in analytics reports.

24. Ticket resolution time: Average time (in seconds) from the start of a conversation segment to the last resolution. Data is only available for conversations in inboxes with ticketing enabled. The legacy Stage resolution time metric is available in the API.

25. Ticket replies to resolution: Average number of outbound replies for resolved conversation segments. Data is only available for conversations in inboxes with ticketing enabled. The legacy Replies to resolution metric is available in the API.

26. Attributed to: Username of the teammate involved, or for inbounds, the teammate that responded to or archived the message. Note that in case of assignments made by rules, the field is left blank.

27. Assignee: Username of the teammate who was the assignee for this conversation.

28. Author: Username of the teammate who replied to the email.

29. Contact name: Contact's first & last name.

30. Contact handle: Contact's email address, twitter handle, or phone number (depending on the source of the message).

31. Account names: Account the contact is linked to. Accounts are not retroactively applied to existing messages.

32. To: Email address of the recipient.

33. CC: Email address of those CC'ed on the email.

34. BCC: Email address of those BCC'ed on the email.

35. Extract: Sample of the message body (200 character limit).

36. Tags: Tags currently attached to the conversation.

37. Tag API IDs: External Front IDs of the tags attached to the conversation.

38. Tags at activity time: Tags attached to the conversation at the time the activity was recorded.

39. Tag API IDs at activity time: External Front IDs for the tags attached to the conversation at the time the activity was recorded.

40. Tag application duration: How long a tag was applied to a conversation before being untagged.

41. Activity API ID: External Front ID of the activity.

42. Message API ID: External Front ID of the message.

43. Comment API ID: External Front ID of the comment.

44. Conversation API ID: External Front ID of the conversation.

45. Message original ID: Message-id as defined in the email headers of a message (email only).

46. New conversation: Indicates whether this event is the first of a new conversation or segment, 1 is yes, 0 is no.

47. First response: Indicates whether this message is the first reply to a new inbound conversation or segment, 1 is yes, 0 is no.

48. Business hours: Indicates whether the message occurred within business hours, 1 is yes, 0 is no.

49. Subject: Subject of the conversation.

50. Account name: Account linked to the contact who provided the CSAT rating. Accounts are not retroactively applied to existing CSAT ratings.

51. Survey rating: The CSAT rating selected by the contact.

52. Survey comment: The CSAT comment provided by the contact.

53. Segment closed†: Indicates whether the segment is currently closed, 1 is yes, 0 is no.

54. Segment contains messages†: Indicates whether the segment currently contains messages, 1 is yes, 0 is no.

55. Last segment activity†: Date and time of the latest activity recorded on this segment.

56. Added tag: Name of the tag added by the Tag event

57. Added tag API ID: External Front ID for the tag added by the Tag event

58. Removed tag: Name of the tag removed by the Untag event

59. Removed tag API ID: External Front ID for the tag removed by the Untag event

60. Segment cumulative teammates: List of usernames of all teammates that were assigned or took action (including through personal rules) during the conversation segment.

*These columns in the export may be phased out in the future, as they are the Front analytics system's internal identifiers and should pose no impact to customers.

† Data is not available for conversation segments closed prior to Jan 19, 2023.

Analytics are available on the Growth plan or above. Some legacy plans may also allow access to this feature.