You can have a CSV report emailed to you containing all known information about your chats over a designated time period. Here’s a breakdown of each of the field names you’ll see for each chat.

Please note, the timezone used in these reports is the timezone specified on the main admin agent account in Olark. You can edit those settings if you go here and click edit next to the correct agent.

field Description
chat_start_time Time when chat began - YYYY-MM-DD HH:MM:SS
chat_end_time Time when chat ended - YYYY-MM-DD HH:MM:SS
chat_duration Duration of chat in seconds from first to last message
operator_nickname Agent’s username
visitor_nickname Visitor’s display name
visitor_location Visitor’s approximate location
visitor_email Visitor’s email (if known)
visitor_organization Visitor’s organization (if known)
chat_word_count Total number of words in chat
operator_messages_sent Number of messages from agent
visitor_messages_sent Number of messages from visitor
operator_first_response_delay Time (in seconds) it takes for the agent to respond to the visitor’s first message sent
transcript_type Chat or Offline Message
group_title Name of agent group (if set)
group_id ID of agent group (if set)
conversation_id Internal Olark ID of conversation
feedback_requested If the agent or visitor requested the feedback survey
feedback_received If the visitor submitted feedback
first_page_url URL when visitor first sends a message
operator_initiated Did agent send first message? (TRUE or FALSE)
operator_mean_response_delay Average agent delay per message in seconds
visitor_phone Visitor’s phone number (if known)
visitor_browser Visitor’s browser name
visitor_browser_version Visitor’s browser version
visitor_os Visitor’s operating system
visitor_first_response_delay Time (in seconds) it takes for the visitor to respond to the operator’s first message sent
visitor_mean_response_delay Average visitor delay per message in seconds
visitor_referrer URL of referring site
transcript_url Link to transcript on olark.com
operator_id The unique username of the agent
feedback_response_additional_feedback The (optional) additional info the visitor gave about the chat interaction
feedback_response_knowledge The value the visitor gave the agent for knowledge
feedback_response_friendliness The value the visitor gave the agent for friendliness
feedback_response_chat The value the visitor gave the agent for the entire interaction
feedback_response_responsiveness The value the visitor gave the agent for responsiveness
feedback_response_operator_id The last agent to chat with the visitor when they gave their chat rating
feedback_response_average Average of the numerical chat ratings scores
operator_1 The 1st agent assigned to this chat
operator_2 The 2nd agent assigned to this chat
operator_3 The 3rd agent assigned to this chat

Notes:

For chats beginning with an automated Targeted Chat or Greeter message, operator_initiated == FALSE. The best way to track chats initiated by an automated message is with our Google Analytics integration.

If the visitor started the conversation, the visitor_first_response_delay column will show 0. If the chat operator starts the conversation, operator_first_response_delay will show 0. One category will always show 0 since one must start the conversation (and that starting message isn’t delayed from any other point.)

Additionally, each report will contain a separate column for each custom field set via our Javascript API, as well as a separate column for each tag set using the !tag agent command. They will appear in a format like this:

field Description
custom_field_ABC Data set in custom fields would be listed here
custom_field_XYZ
tag_ABC Tags set during chat listed here
tag_XYZ
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