Data Export

Data Export Overview

The data export functionality allows you to retrieve your session data in an excel/CSV format.

Information included in the data export includes: 

Session Logs 

The session log includes one entry per session. The session logs include the following data.

• Agent email 

• Session date - listed in year-month-date format

• Session ID - unique identifier assigned to the session

• Status- status of the session

  • Statuses: open, closed, scheduled

• Type - which type of session was held

  • Types of sessions - Live, CoBrowse, Remote Support, Replay

• Duration - the amount of time from session creation to session closure

• Connected Duration - the amount of time from when an end user joins the session until session closure

• OS Name - operating system name of the end users device if applicable (remote support session types)

• OS Version - operating system version of the end users device if applicable (remote support session types)

• Label - correlates with the CRM case name/number where the ScreenMeet session was launched or the description entered if the session is created on console.screenmeet.com

User/Agent Export

The user/agent export logs lists all agents(active and inactive) in the ScreenMeet console that have not been deleted.

• Agent's email address

• Agent's first name

• Agent's last name

• Agent ID (assigned to user automatically)

• External ID (assigned to user automatically) 

• User Status - status of the user

  • Statuses: CONFIRMED, UNCONFIRMED, FORCE_CHANGE_PASSWORD (user needs to reset their password)

• Enabled - Is the user enabled

• Active Status 

  • If this value is equal to 1, the user is active. If the value is blank/null, the user is inactive

• Created At - Date the user was created

• Email Verified - If the users email has been verified

• Group Admin - Is the user a Group Admin

• Supervisor - Is the user a Supervisor

• Last Active Date - When the user last logged into the console/authenticated into the CRM widget/started a session

• Updated At Date - When the user and their information was last updated

Support Session Logs Export

The support session log includes one line/entry for each action taken during the session. 

• Support Session ID - the unique identifier of the session that is assigned

• Time stamp of the entry

• Type of entry 

  • The type of entry varies based on which product you are using and what is happening in the session

  • Some examples will be chat logs, when an agent or user joins, when UAC permission is granted, when cameras or audio is enabled, when a server region is selected

• Message - gives the information relating to the entry type. For example, in a chat entry, it will show the "type" as chat and the message as the Agent/User's name and what they typed in the chat

• Extra Data - gives any extra information relating to the support log entry

Data Export Instructions

• Login to a ScreenMeet administrator profile

• Navigate to the Data Exports section

• Click "Create New Data Export"

• Select which portions of data you would like to export and the email address that the logs should go to

• A data export will be queued. When the export has completed, it will email the user with the download link. You can also download the file from the Data Exports screen

• When the link is clicked in the email/if the export has completed, the administrator will see a download link that is active for three days