Exporting reports

Exporting data into a CSV file. file is a great way to run your own metrics on the data from Trengo.

This option can be found in Trengo Analytics —> Export

Export data

Exporting analytics will result in a long datasheet of the requested information. Data is always shown per conversation, which gives you the opportunity to build your own graphs and views.

To create an export of your data, take the following steps:

  1. Choose your metrics:

    1. Channels, users, and labels
      Here, you can select if you only want to export conversations that are related to a specific channel, user, or label. You can select multiple channels, users, and labels per export. 💡Leave these filters set to 'All' if you want to export all conversations.
    2. Timeframe
      Select the period you want to export the data from. Use one of the preset filters, or select your own custom timeframe.
    3. Fields
      Select which fields will be shown in the data export. You can choose the following uptions:
      1. Ticket number;
        The number of a certain conversation.  **
      2. Created at
        The day the conversation was created.
      3. Closed at
        The last date on which the conversation was closed.
      4. Email
        The customer's email address.
      5. Phone number
        The customer's phone number;
      6. First response
        The first human response time;
      7. First response (in hours)
        The first response time shown in hours; 
      8. First response (in minutes)
        The first response time shown in minutes;
      9. Resolution time
        The time between the first interaction and the latest closing moment. Conversations with a Flowbot or outside of business hours are not included.
      10. Resolution time (in hours)
        The time between the first interaction within a conversation and the latest closing moment shown in hours. Conversations with a Flowbot or outside of business hours are not included.
      11. Resolution time (in minutes)
        The time between the first interaction within a conversation and the latest closing moment shown in minutes. Conversations with a Flowbot or outside of business hours are not included.
      12. Result
        If your organization uses the feature "Ticket results" in Trengo, the chosen ticket result per ticket will be shown here.
      13. Status
        The conversation's status at the moment of export: open, assigned, or closed.
      14. User
        Shows the user that performed the last action within that conversation (assigning or closing).
      15. Channel name
        The internal name that was chosen for the channel in which the conversation took place.
      16. Channel type
        The type of channel in which the conversation took place (such as email, WhatsApp, or Facebook).
      17. Total messages
        The total number of messages that were sent back and forward in this conversation.
      18. All labels
        Shows you which labels are selected per conversation.
      19. Contact field: [contact field name]
        Shows the data of the selected contact field per conversation.
      20. Ticket field [ticket field name]
        Shows the data of the selected ticket field per conversation.
      21. Label: [label name]
        Select per label if you want it to be included in the export or not.
      22. Contact group: [contact group name]
        Shows if a certain conversation belongs to a certain contact group.

        Choose "Done" when you are done choosing all the data you want to show in your report.
        💡Want to export all the data? Use the "Select all" button to select all fields in one go!
  2. When you have selected your preferences, you will get an overview of what you have selected. All correct? Choose "Start export" and Trengo will convert your selection into a CSV file.


  3. A file will be created automatically and in a few seconds, a pop-up will be shown, giving you the opportunity to adjust the file name and the location of the file. Choose your desired settings and click "Save" to download the file.

  4. Done 🎊