Fields for Smart Care Data Export – Blip | Blip Help

Index:

Understand the data provided about your support interactions on the platform.

The Smart Care data export is a .xls format file that contains conversations, interactions, and status changes made by agents through STILINGUE Smart Care during a specific period. The export is recommended for in-depth analysis of your support operation. Refer to the initial guide for more information about this functionality.

Custom Services

Need help with automated exports? We can assist you! Our team of experts is ready to assist. Please contact your STILINGUE Account Manager to access this and other services.

After getting acquainted with the general features of the export, see below for an explanation of the elements contained in each sheet of the spreadsheet.

Important: All fields related to SLA listed below take into account the calendar configured in the platform. Annotation actions (such as tagging and sentiment analysis, for example) are not counted as operations of STILINGUE Smart Care and are therefore not recognized in the spreadsheet.

Interactions

Gathers all interactions conducted based on the selected proprietary pages and the desired period for analysis.

Name	Field Description
Date and Time	Date and time when the interaction was made
Date and Time of Processing	Date and time when the interaction was collected, processed, and entered into the search panel
Time Until Collection	Difference between the "Date and Time" and "Date and Time of Processing" columns. If the interaction was posted at 9:00 AM and collected at 9:02 AM, for example, the collection time column will show a total of 2 minutes, which is the difference between the two times: posted vs. processed.
Interaction ID	Records the ID of a specific interaction
Channel	Social media platform where the interaction was conducted
Interaction URL	URL of the interaction. In some cases, this URL may direct to a post rather than a comment on a post. For inbox interactions, URLs will not be displayed since they are messages.
Publication ID	ID of the publication in which this interaction was made. This field is available in the case of comments made on posts. In Twitter mention interactions, the Publication ID column will be empty due to a limitation of the social network. For inbox interactions, the ID will not be displayed as they are messages.
Conversation ID	ID of the conversation that contains the interaction, as an interaction can be present in more than one conversation. For example, any non-proprietary interaction on Twitter can start a new conversation and be part of another one.
Page ID	ID of the proprietary page registered on the platform
Page Name	Name of the proprietary page registered on the platform
Text	Text of the collected interaction
Own Interaction	Boolean value (True/False) representing whether the interaction was made by the own page or not
Sentiment	Sentiment classified in the interaction
Operator Name	Name of the respondent of the interaction via STILINGUE Smart Care. If an operator changes their name during the analyzed period, the previous name will be returned in posts prior to the name change. Note: The Operator Name is only displayed when there is actually a response in the interaction. Conversations where only status changes occurred (via service or manually) will have the operator column empty.
Author ID	ID of the social media user who created the interaction
Author Name	Name of the social media user who created the interaction
Author Username	Username of the social media user who created the interaction
Author Gender	Gender classified in the author who created the interaction
Tags	List of tags classified in the interaction
Themes	List of themes classified in the interaction
Interaction Type	Indicates which type of interaction was collected, among the following types: Comment Mention Mention comment Visitor post Comment on visitor post Evaluation Inbox
Boost (Dark Post)	Boolean value (True/False) indicating whether the interaction is part of a boosted post
Multiple Conversation IDs	List of IDs with all the conversations in which the interaction is part of
CRM User ID	Internal use identifier completed by the Smart Care user

Status Changes

Provides the total number of status transitions that occurred in the selected filter interval.

Name	Field Description
Date and Time of Status Change	Date and time when the status change was performed
Channel	Social media platform where the status change was made
Operator ID	ID of the respondent connected to STILINGUE who performed the action
Operator Name	Name of the respondent connected to STILINGUE who performed the action. If an operator changes their name in the analyzed interval, the old name will be returned in posts before the name change. Note: The Operator Name is only displayed when there is actually a response in the interaction. Conversations where only status changes occurred (via service or manually) will have the operator column empty.
Conversation ID	ID of the conversation where the status change was performed
Page ID	ID of the proprietary page registered on the platform
Page Name	Name of the proprietary page registered on the platform
Old Value	Source status of the status change action
New Value	Target status of the status change action
Time Until Status Change (seconds)	Represents the SLA calculated in the status change. This time takes into account the "Calendars within the tool" configured in the platform and follows the rules of the system's status changes.
Configured SLA Time (seconds)	Displays the SLA time against which this status change can be compared. If an interaction is routed using the platform's Routing system, the SLA configured in the routing will be returned in this field. However, if it's not a routed interaction, the SLA time from the general configuration of STILINGUE Smart Care will be considered. For more information on routing, access the article "Configuration - Routing". Current Limitations: The SLA time considered in this field is the value configured in the search at the time of spreadsheet export. If the search panel is changed with a new SLA, when redoing an export for a previous period, the value returned in this field will be the most up-to-date one from the search. Also, it's important to remember that the agreed time corresponds to the SLA goal set for the support team. If an interaction was routed, and the routing is deleted, the SLA configured in the search panel will be used.
Within Configured SLA	Boolean value that compares the SLA time with the configured SLA time (in seconds) to indicate whether a status change is within the configured time. If the SLA time is less than the configured time, the value returned here will be TRUE.
First Response	Boolean value indicating whether the status change refers to the first response
Interaction Type	Indicates which type of interaction was collected, among the following types: Comment Mention Mention comment Visitor post Comment on visitor post Evaluation Inbox
Calendar ID	Numeric ID of the calendar defined in the "General Settings" of STILINGUE Smart Care (which determines the support operation's working hours) in which the status change was counted
Date and Time of Processing	Date and time when the interaction before the status change was processed by the system and entered into the STILINGUE database
Date and Time of Publication	Date and time when the interaction before the status change was published on the social network Note: The Calendar ID, Date and Time of Processing, and Date and Time of Publication fields will only be filled in for status changes that generate SLA calculations.

Note: The Calendar ID, Date and Time of Processing, and Date and Time of Publication fields will only be filled in for status changes that generate SLA calculations.

Important! The time between the status change from Responded > Closed doesn't actually affect the SLA, although it is displayed in the "Time Until Status Change" column. The status change from Responded to Closed has an SLA, which is the time between the change to Responded until the moment it is changed to Closed. However, this status change is not considered in the Average Handling Time (AHT), so even if it has an SLA, it is not included in the calculation. The time between the status change from Waiting > Closed does not affect SLA and appears as zero because this status transition is not counted according to our business rules.

Conversations

Presents the conversations handled in the filtered period, with details on interactions and operations related to each conversation.

Name	Field Description
Date and Time of Conversation Start	Date and time of the first interaction of this conversation in the filtered period
Date and Time of Conversation Closure	Date and time of the last status change within the filtered period, if this change is to the Closed or Ignored status. If there are no status changes for this conversation in the interval or the last change is going to a status other than Closed or Ignored, this field will be empty.
Conversation ID	Conversation ID
Channel	Social media platform where the conversation was conducted
Page ID	ID of the proprietary page registered on the platform
Page Name	Name of the proprietary page registered on the platform
Time Until First Response of Conversation (seconds)	SLA in seconds of the first status change to Responded or Closed within the filtered period. Important: A first response status change can occur from the Pending, Open, or Waiting statuses.
Time Until Conversation Closure (seconds)	Sum of the SLAs of all status changes in the conversation if at least one of them is a change to Closed or Ignored
Conversation Status	Conversation Status
SLA Configured in the First Response of the Conversation (seconds)	Displays the SLA time against which this status change can be compared. For more information and limitations of this field, see the description in the Configured SLA Time field, under Status Changes.
First Response within the Conversation's SLA	Boolean value that identifies if the first response time is within the configured SLA for the first response
Conversation Interaction Type	Indicates which type of interaction was collected in the conversation, among the following types: Comment Mention Mention comment Visitor post Comment on visitor post Evaluation Inbox
Number of Interactions in the Conversation	Displays the total volume of interactions (proprietary and non-proprietary) with the conversation ID, regardless of when the interaction was made.

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