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Dialogs Export

It is possible to export the dialogs in several formats (XML, CSV, Excel) and according to several criteria.

The export API is available at the following URL: https://urlbackoffice.doyoudreamup.com/servlet/dialogexport

Important: do not forget to replace urlbackoffice by your platform URL.

Two means are available to export dialogs:

  • All dialogs between 2 dates;
  • A single dialog by its identifier.

The service can be used via HTTP GET or HTTP POST.

Note: Excel exports are limited to a period of 95 days. A request after this period will result in an error.

Service parameters

Parameters to export dialogs between 2 dates

ParameterDescription 
loginEmail address of the account with access to the bot's configuration interface.mandatory
passwordPassword associated with the accountmandatory
botIdBot Identifier (UUID) Accessible through the interface from Preferences > APIs then at the bottom of the pagemandatory
languageDialog languages Allowed values: fr, en, nlmandatory
startDateStarting date of the export Allowed formats: yyyy-MM-dd or yyyy-MM-dd HH: mm: ssmandatory
endDateEnd date of the export. Authorized formats are the same as for the start date.mandatory
formatOutput format Allowed values: Xml (default), CSV, Excel 
exportDialogIdsAllows to store or not the dialog IDs. Authorized values: true (stores ID), false (default value, does not store ID) 

Parameters to export a dialog thanks to its identifier

ParameterDescription 
loginEmail address of the account with access to the bot's configuration interface.mandatory
passwordPassword associated with the accountmandatory
botIdBot Identifier (UUID) Accessible through the interface from Preferences > APIs then at the bottom of the page.mandatory
languageDialog language Allowed values: fr, en, nlmandatory
contextIddialog ID This ID is provided by Do You Dream Upmandatory
formatOutput format Allowed values: Xml, CSV, Excel 
exportDialogIdsAllows to save or not the dialog IDs. Authorized values: true (save ID), false (does not save ID, default value) 

Back to XML

In the case of an export between two dates, the dialogs are exported in several XML files - one per day of the chosen period - which are compressed in a file in zip format.

For an export of a unique dialog, the XML file is not compressed.

Below is a description of the fields in the XML format:

<dialogsExport>
<dialog>
<length>...</length>
<businessLength>...</businessLength>
<userIdentification>...</userIdentification>
<userLocation>...</userLocation>
<browser>...</browser>
<os>...</os>
<serverName>...</serverName><livechatType\>...</livechatType\>
<interactions>
<interaction>
<userTalk>...</userTalk>
<userUrl>...</userUrl>
<interactionExternValuesString>...</interactionExternValuesString>
<botAnswer>...</botAnswer>
<date>...</date>
<tags><tag>...</tag></tags>
<date>...</date>
<typeResponse>...</typeResponse>
<matches><InteractionMatch>
<actionId>...</actionId>
<score>...</score>
<scoreMatch>...</scoreMatch>
</InteractionMatch>...</matches>
<businessInteraction>...</businessInteraction>
<durationRuntime>...</durationRuntime>
<language>...</language>
<solutionUsed>
<value>...</value>
<name>...</name>
<compatibleSolution>...</compatibleSolution></solutionUsed>
<encrypted>...</encrypted>
</interaction>...</interactions>

<externValues>
<externValue>
<name>...</name>
<value>...</value>
</externValue>...</externValues>
<startDate>...</startDate>
<testDialog>...</testDialog>
<dialogType>...</dialogType>
<consultationSpace id="...">...
</consultationSpace>
<alreadyCame>...</alreadyCame>

<qualificationMode>...</qualificationMode>
</dialog>...</dialogsExport>

Back to CSV

As for the XML export, the CSV export provides a compressed file in zip format including a CSV file per day when it is an export between 2 dates.

In the case of exporting only one dialog, the CSV file is not compressed.

The columns are separated by semi-colons.

Parameters 
DateChat start date
SpaceThe place where the conversation took place
LengthTotal interactions
QualificationWhether the conversation was successful or failed - OnlyDirectMatches

All of the user's questions resulted in a direct response from the bot.

This typology indicates that the conversation is totally successful

  • EndingWithDirectMatch

The user's questions during the conversation may have resulted in a rewording or misunderstood phrase, but the last question was understood by the bot.

This typology indicates that the conversation was successful because the user got an answer to his last question

  • Failed

The user's last question was not understood or reformulated, although other questions during the conversation were included

This typology indicates that the conversation is failing

Parameters 
dialog_user_idUser ID if it has been populated
dialog_nb_rewordsNumber of rephrases that have been proposed during the conversation
dialog_nb_garbagesNumber of sentences misunderstood during the conversation
dialog_nb_clicked_automatic_rewordsThe number of rephrases that were clicked by the user during the conversation
dialog_nb_clicked_knowledge_redirectionsWhen a response from the bot contains a link to another knowledge, the click is counted in this variable
dialog_context_idConversation ID
dialog_user_questionLast conversation question
TagsList of themes used during the conversation. These are separated by semi-colons and therefore appear in several columns.

Excel Returns

The Excel export limits the number of dialogs to 1000. If more dialogs are involved in the current period, only the first 1000 will appear in the exported document.

Each dialog is exported in the following format:

  • Start date (dd / MM / yyyy HH: mm: ss);
  • Space: space;
  • First interaction: user question;
  • bot response;
  • Date in the format dd / MM / yyyy HH: mm: ss;
  • Qualification;
  • Satisfaction: positive or negative. The satisfaction is not systematically informed;
  • Reason for dissatisfaction: This is one of three reasons configured in the back office. The reason for dissatisfaction is not systematically informed;
  • Dissatisfaction comment: if the user left a comment of dissatisfaction;
  • Second user question;
  • Second response bot;
  • Date;
  • Qualification;
  • Satisfaction;
  • Reason for dissatisfaction;
  • Comment of dissatisfaction, etc.

The qualification indicates the degree of understanding of the question by the bot.

The DM prefix means Direct Match and indicates that the question has been understood.

The prefix RW stands for Reword and indicates a reword.

The prefix GB means Garbage and indicates that the sentence was not understood.

The OP prefix means Operator and indicates that the answer is from a human operator.

The prefix ERR stands for Error and indicates that there was an error while processing the question.

Parameters 
DMUnderstoodQuestionThe question was understood by the bot and an answer was given
DMDisabledKnowledgeThe question was understood by the bot but the knowledge is not published, the bot replied that he was not able to answer this question
DMClickRedirectionLinkThe user clicked on a URL present in the previous response of the bot
DMPushReplaceThe response that has been provided by the bot has been completely modified by a complementary answer
DMRewordClickedThe user clicked on a link from the previous answer of the bot and this link directed to an answer from another knowledge
DMRewordClickedAutoThe user clicked on a reword link from the previous bot answer
DMClickJavascriptLinkThe user clicked on a link in the bot's previous answer which launched a javascript query
RWOneRewordReword with one suggestion
RWTwoRewordsReword with two suggestions
RWThreeRewordsReword with three suggestions
GBMisunderstoodQuestionThe question of the user has been misunderstood
GBTooManyMisunderstoodQuestionsThe user's question has been misunderstood, but at least 2 other questions in the dialog had not been understood beforehand
ERRApplicationExceptionAn application error occurred
ERRAPIExceptionAn error while a call to an external web service happened
OPWaitingForOperatorAn escalation to Livechat has been made, the bot tells the user that it is necessary to wait for the connection of an operator
OPRegularOperatorAnswerThis answer comes from a human operator