Exporting data in Engage Digital

Last updated on September 15, 2022

Table of contents

When configuring your digital contact center, you’ll adjust a wide variety of configuration data for various entities, such as agents, roles and permissions, identities, and categories.
You may wish to use such data to study your business’s practices and history, or to create and retain company records or backups.
  • Manual exports let you capture current data on an ad hoc basis, and to have that data emailed to you directly.
  • Automatic exports let you schedule exports on a recurring basis and specify a greater number of output parameters—such as a file destination of a server for the delivery of exports. 
Access the export tool by clicking Digital > Exports.

Helpful hint!

The system stores information about cases, message threads, and individual messages. It also contains an audit log of the administrative or message-handling events that occur.

Available exports

  • Agents: A list of users and their attributes.
  • Agent notifications: All notifications generated by the system within a specified period of time.
  • Agent permissions: All agent permissions for system channels.
  • Attachments: All information about file attachments.
  • Audit log: All events that occurred in the system within a period of time.
  • Billing period overview: Aggregated analytics for a billing period. 
  • Billing period usage: Detailed usage analytics for a billing period. 
  • Conversation comments: All posted comments in a case.
  • Conversations: All cases opened within a specified period of time.
  • Categories: All configured system categories. (May be used as a category import template.)
  • Channels: All system channels.
  • Customer satisfaction: All Survey Gizmo survey results.
  • Identities: All identities imported within a specified period of time.
  • Identity groups: Information added manually, per identity, within a specified period of time.
  • Interaction selection activity: Time spent, per agent, on each digital interaction (task).
  • Knowledge base for reply assistant: All entries (and versions) of the reply assistant knowledge base.
  • Messages: All sent and received messages within a specified period of time.
  • Presence statuses: All system presence statuses.
  • Presence time: System presence/activity time per user within a specified period of time.
  • Reply assistant entries: All reply assistant entries.
  • Reply assistant entry groups: All reply assistant groups.
  • Roles: All roles, and all permissions associated with those roles.
  • Threads: All message threads created within a specified period of time.

Sensitive/personal information

For each type of export, only a subset of fields is available by default. This is to protect sensitive, personal data, such as names and phone numbers. You can choose to add such sensitive data to your manual or automated exports.
To add sensitive data to one-time exports, perform an export by clicking Digital > Exports in the left navigation bar. In the details panel, you’ll see a Fields section for each export, with only certain fields enabled by default. You can add fields to this section to make them available during the exports.
To add fields to an automated export, you can edit an existing export task or create a new one. In the edit panel, you can select the fields to export for each type of data. By default, only non-sensitive fields are enabled. The automated export task remembers your selected fields for future exports.

Extra columns

Some exports (currently, only the Identity export) let you add more columns for some records. For example, the tw_followers_count column contains the number of Twitter followers, and is populated only for users who have Twitter identities. By default, these extra columns are not selected, but you can add them by selecting them in the export form.

Exporting data manually

Manual exports are useful when you want to filter data for a certain date, format, team, or category. You can manually initiate an export of data to your email address.
  1. Go to Admin in the top menu bar.
  2. Click Digital > Exports in the left navigation bar.
  3. Click the Export icon to the right of the export you wish to make.
  4. For reports that let you specify dates, enter a Begin date and End date.
  5. Enter the required criteria.
  6. Click Export.
  7. Click Save.
Your data export will be processed in the background, and emailed as a CSV file attachment to the address associated with your account.
View of additional info when you hover your mouse over a group component

Defining parameters for manual export

New export configuration pages let you adjust the following parameters.
Note: Depending on the entity or report, some entities or reports may have additional configuration parameters.
  • Begin date: The earliest data-creation date to include in the export.
  • End date: The most recent data-creation date to include in the export.
  • Format: The format of the export file.
    • Excel: Specifies an export in Microsoft Excel file format
    • BI: Specifies an export in Microsoft Power BI file format
  • Role: The user roles that you want to export.
  • Filtered by: Specifies whether exports are filtered by creation time or the time of modification. By default, exports are filtered by creation time. The begin and end dates will refer to this value. Available values are:
    • Creation date: Filter exports by creation time. For example, when you filter an Identities export by creation time, the begin date specifies for the export the earliest date of identity-creation, and the end date specifies the most recent date of identity-creation.
    • Time of modification: Filters exports by the time and date they were modified.
  • Fields: A list of fields that you want to include in the report. By default, sensitive fields aren’t included.
Defining parameters for manual export

Exporting data automatically

You can automate your data export in Engage Digital. Automated exports are exported to an SFTP server, where you configure deployment location and access.
You can add as many automatic export tasks as you wish, and you can specify the frequency with which you run them, such as every day, every Monday, or the first day of every month. Your exports are uploaded via the Secure Shell (SSH) protocol to a server location that you specify.
If you want to enable automated exports for your domain, you must enable an extension for this feature.

To enable the automatic export extension:
  1. Go to Admin in the top menu bar.
  2. Click Settings > Extensions in the left navigation bar.
  3. Click the Add button in the top right corner.
  4. Select Automatic exports from the Extension dropdown.
  5. Click Add.
To configure an automatic export task, follow these steps:
  1. Go to Admin in the top menu bar.
  2. Click Digital > Automated exports in the left navigation bar.
  3. Click the Add button in the top right corner.
  4. Complete the fields as desired.
  5. Select the type of export you want.
  6. Complete the necessary fields depending on the type of export you’ve chosen.
  7. Click Save.
Configuring an automatic export task
Configuring an automatic export task2

Defining parameters for automatic export

In the Add a task configuration page, you can see checkboxes for each export entity. When you check one or more of these entities, your export will contain data for those entities, including a list of default fields. The list of default fields doesn’t include fields with sensitive data. For some exports, you can add fields manually if you need that data in your export.

The Add a task configuration page lets you adjust the following parameters.
  • Label: The label of the export task. The label will be used to determine the export’s filename.
  • Execute: The frequency with which you’d like to run the export.
    • Every day: Runs an export every day.
    • Every first day of the week: Runs an export on the first day of every week.
    • The first of each month: Runs an export on the first day of every month.
  • Host: The server where your data will be exported.
  • Port: The port for the SSH connection. Default: Port 22.
  • User: The user for the SSH connection.
  • Directory: The destination directory of the export file. This folder must exist, and the user named in User must have read and write permissions for it.
  • File name pattern: Format of the export’s file name. You can customize this parameter according to the following variables:
    • label: Specifies the label of the export task.
    • export_name: Specifies the name of the export (for example, agents, messages, or roles). Not available if you select ZIP format.
    • year: Specifies the year at the time of export.
    • month: Specifies the month at the time of export.
    • day: Specifies the day at the time of export.
  • Zip exports in one file: Choose whether to combine your exports in a single ZIP file.
  • Public key: The SSH key used for the connection. RingCentral provides this key on demand. To connect to your preferred server, you must store this key in the ~/.ssh/authorized_keysfile directory on the specified server.

Option: Zip exports in one file

If you don’t select the Zip exports in one file option, each export will be an individually named file.
The export_name variable in your file names will be determined for each export as follows:
Export export_name
Agents notifications agents_notifications
Agents permissions agents_permissions
Audit log journal
Case’s comments      interventions_comments                                      
Cases interventions
Categories categories
Channels sources
Identities identities
Identity groups identity_groups
Messages messages
Presence time presence_time
Roles roles
Threads threads
Reply Assistant Knowledge Base reply_assistant-knowledge_base
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