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Overview
The article describes the Columns used in custom reports.
Information
The following table describes each column used with custom reports:
| Column | Description |
| Case ID | Unique conversation ID (numeric) |
| Subject | Subject |
| Brand ID | The ID of the conversation's brand. |
| Brand Name | The Name of the conversation's brand |
| Requester ID | Unique numeric ID of the user who or on behalf of whom the conversation was created. |
| Requester Name | Full name of the user who or on behalf of whom the conversation was created. |
| Requester Email | the email address of the user who or on behalf of whom the conversation was created. |
| Organization ID | Unique numeric ID of the organization by whom the conversation was created. |
| Organization Name | Name of the organization by whom the conversation was created. |
| Agent ID | Unique numeric ID of the agent user who is an assignee of the conversation |
| Agent Name | Full name of the agent user who is an assignee of the conversation |
| Agent Email | The email address of the agent user who is an assignee of the conversation |
| Team ID | Unique numeric ID of the team conversation is assigned to |
| Team Name | Name of the team conversation is assigned to |
| Status ID | Unique numeric ID of the status conversation is in at the time of report generation |
| Status | Name of the status conversation is in at the time of report generation |
| Priority ID | Unique numeric ID of the priority conversation is in at the time of report generation |
| Priority | Name of the priority conversation has at the time of report generation |
| Type ID | Unique numeric ID of the type conversation is in at the time of report generation |
| Type | Name of the type conversation belongs to at the time of report generation |
| Conversation Tags | List of tags applied to the conversation, comma-delimited |
| Channel | Name of the channel conversation is initiated by |
| Satisfaction Status | Indicator of the satisfaction survey status. 1 - unoffered, 2 - offered, 3 - received |
| Rating | Satisfaction survey result. -1 - BAD, 0 - not received, 1 - GOOD |
| SLA Breached | Boolean value - Conversation SLA (any) was breached: 1 - TRUE, 0 - FALSE |
| Post Count | Number of posts in the conversation |
| State | 1 - not trashed, 0 - trashed. |
| First Contact Resolved | Boolean value - Number of agent replies before the conversation is marked as complete is 1. 1 - TRUE, 0 - FALSE |
| Was Reopened | Boolean value - Conversation was reopened after it was completed: 1 - TRUE, 0 - FALSE |
| Reopen Count | The number of times conversation was reopened from Completed status. |
| Last Reopen At | The timestamp of the date when the conversation was reopened. |
| Agent Reply Count | Number of public posts created by agent/owner/administrator users |
| Requester Reply Count | Number of posts created by the customer |
| Assignee Change Count | Count of times conversation was re-assigned to another agent. |
| Team Change Count | Count of times conversation was re-assigned to another team |
| Priority Update Count | Count of times conversation's priority was updated |
| Priority Updated At | The timestamp of the date when Priority of the conversation was last updated |
| Type Updated At | The timestamp of the date when Type of the conversation was last updated |
| Status Updated At | The timestamp of the date when Status of the conversation was last updated |
| Team Updated At | The timestamp of the date when Team of the conversation was last updated |
| Sla Change Count | Number of times the SLA plan was changed for the conversation |
| Resolution At | The timestamp of the date when the conversation was the last put in Completed status |
| Resolution Calendar Time | Sum of time to Complete the conversation (calendar hours) |
| Resolution Business Time | Sum of time to Complete the conversation (business hours) |
| Resolution Level | How many unique agents it took for the conversation to be resolved. |
| Replies To Resolution | How many unique agent replies it took for the conversation to be resolved. |
| Agent Average Calendar Response Time | Average of time between customer post and subsequent agent post (in calendar hours) |
| Agent Average Business Response Time | Average of time between customer post and subsequent agent post (in business hours) |
| Agent First Post Created At | The timestamp of the date when the first post created by Agent/Owner/Administrator/Collaborator user was added to the conversation |
| Customer first post created at | The timestamp of the date when the first post created by Customer user was added to the conversation |
| Last post created at | The timestamp of the date when the last post was added to the conversation |
| Agent Last Post Created At | The timestamp of the date when the last post created by Agent/Owner/Administrator/Collaborator user was added to the conversation |
| Customer Last Post Created At | The timestamp of the date when the last post created by Customer user was added to the conversation |
| Requester Last Post Created At | The timestamp of the date when the last post by original requester was added to the conversation |
| Agent First Calendar Response Time | Sum of time between conversation creation and first agent post in the conversation (calendar hours) |
| Agent Last Calendar Response Time | Sum of time between last agent post in the conversation and previous Customer post date (calendar hours) |
| Agent First Business Response Time | Sum of time between conversation creation and first agent post in the conversation (business hours) |
| Agent Last Business Response Time | Sum of time between last agent post in the conversation and previous Customer post date (business hours) |
| First Assignment At | The timestamp of the date when the conversation was first assigned to an agent |
| Requester Updated At | The timestamp of the date when the conversation's requester was changed last. |
| Created At | The timestamp of the conversation creation date. |
| Updated At | The timestamp of the date the conversation properties were updated last |
| Time spent Viewing | Time the agents spent viewing the conversation (counted automatically) |
| Time spent Working | The time recorded by the agents |
| Time Billed | The time recorded by the agents and marked as billable. |
| Requester (field name) | Requester custom fields value |
| Organization (field name) | Organization custom fields value |
| Conversation (field name) | Conversation custom fields value |
Priyanka Bhotika
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