Engage Digital | Exporting data

When configuring your digital contact center, you configure a wide variety of configuration data for various entities, such as agents, roles and permissions, identities, and categories. Additionally, the system stores information about cases, message threads, and individual messages. Finally, the system contains an audit log of the administrative or message handling events that occur in the system.

All of this data can be valuable to analyze and use within your business, or to retain records or backup your configuration data. You can use the export tool located in Digital > Exports to export data manually or to schedule automatic exports. Manual exports allow you to capture current data on an ad hoc basis, and have that data sent to you directly by email. Automatic exports allow you to schedule exports on a periodic basis and to specify more output parameters, such as a file destination of a server for the delivery of exports.

Available exports

You can export any of the following data from the system:
  • Agents: A list of users and their attributes
  • Agent notifications: All notifications generated by the system within a period of time
  • Agent permissions: All agent permissions to use channels configured in the system
  • Attachments: All information about attachments
  • Audit log: All the events that occurred in the system within a period of time
  • Case’s comments: All comments posted in a case
  • Cases: All cases opened within a period of time
  • Categories: All categories configured in the system (may be used as category import template)
  • Channels: All the channels in the system
  • Customer satisfaction: All survey results received on SurveyGizmo
  • Identities: All identities imported within a period of time
  • Identity groups: Information added manually per identity within a period of time
  • Interaction selection activity: Time spent on each digital interaction (task) per agent
  • Knowledge base for reply assistant: All the entries (and versions) of the reply assistant knowledge base 
  • Messages: All the messages (sent and received) within a period of time
  • Presence statuses: All the presence statuses in the system
  • Presence time: Presence/activity time in the system per user within a period of time
  • Reply assistant entry groups: All the reply assistant groups
  • Roles: All the roles and the permissions associated with them
  • Threads: All the message threads created within a period of time

Sensitive columns

For each type of export, only a subset of fields is available by default. This is to protect sensitive columns containing personal data such as name or phone numbers. You can choose to add sensitive columns to the manual or automated exports.
 
To add sensitive columns to one-time exports, you perform an export through Digital > Exports in the left-hand navigation bar. On the details panel, you will see a Fields section for each export, with only the fields enabled by default. 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. On the edition panel, you can select the fields to export for each type of data. By default only the non-sensitive fields are enabled.The automated export task remembers the selected fields for future exports.

Extra columns

Some exports (currently only the Identity export) offer extra columns that are present only for some records. For example the tw_followers_count column contains the number of Twitter followers and is only populated for Twitter identities. These extra columns are not selected by default to avoid cluttering the exports 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 given a certain date, format, team or category. You can manually initiate an export of data to your email address.
 
To initiate a manual export, take these steps:
1. Navigate to Admin in the top menu bar
2. Navigate to Digital > Exports in the left-hand navigation bar
3. Click the Export icon to the right of the export you wish to make
4. For reports that allow you to specify them, enter a Begin date and End date
5. Enter the required criteria 
6. Click Export
7. Click Save
The data export is processed in the background and sent by email as a CSV file attachment to the email address associated with your account.
View of additional info when you hover your mouse over a group component

Defining parameters for manual export

Now that we’ve reviewed how to perform a manual export, let’s review some of the common parameters you’ll find in the New export configuration pages. Note that certain reports may have additional configuration parameters that filter the particular data for that entity being exported.
  • Begin date: The starting date when data was created to include in the export
  • End date: The ending date when data was created 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 the creation time or update time. By default, exports are filtered by the creation time. The begin and end date selected will then be related to this value. The available values are:
    • Creation time: Specifies to filter exports by the creation time. For example, when you filter an Identities export by creation time, the begin date defines the start date for exporting identities that were created, and the end date is the last date when identities were created
    • Update time: Specific to filter exports by the update time
  • Fields: A list of fields that you want to include in the report. By default, sensitive fields are not included
Defining parameters for manual export

Exporting data automatically

You can automate export to minimize the time and effort involved in integrating your business intelligence (BI) or customer relationship management (CRM) systems, or your data backup. Automated exports are exported to an SFTP server where you configure a deployment location and access. in the BI format (see Encoding and format). You can configure a deployment location and access by SFTP.
 
You can add as many automatic export tasks as you want. An automatic export task runs on a run frequency that you specify, such as everyday, every Monday, or every 1st day of the 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. Extensions are individual features that you explicitly enable in the system. Once enabled, the feature is available for further configuration. The automated exports feature is ready to use once enabled by extension.

To enable the automatic export extension, take these steps:
  1. 1. Navigate to Admin in the top menu bar
  2. 2. Navigate to Settings > Extensions in the left-hand navigation bar
  3. 3. Click the Add button in the top right corner
  4. 4. Select Automatic exports from the Extension drop down menu
  5. 5. Click Add
To configure an automatic export task, follow these steps:
1. Navigate to Admin in the top menu bar
2. Navigate to Digital > Automated exports in the left-hand navigation bar
3. Click the Add button in the top right corner
4. Complete the fields as desired. 
5. Check the type of export you want
6. Select a period in the pull-down list
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 of the export entities. When you check one or more of these export entities, your export will contain the data for those entities including a list of default fields. The list of default fields do not include those fields with sensitive data. For some exports, you can add additional fields manually if you need that data in your export.

Let’s review some of the parameters you’ll find in the Add a task configuration page, and how those parameters affect your automatic exports.
  • Label: The label of the export task, this name will be used to determine export filename
  • Execute: The frequency to run the export
    • Every day: Runs an export every day
    • Every first day of the week: Run an export on the first day of every week
    • The first of each month: Runs an export on the first day of each month
  • Host: The server where filename will be exported
  • Port: The port for the SSH connection. 22 by default
  • User: The user for the SSH connection
  • Directory: The destination directory of the export file. This folder must exist and the user used for the SSH connection must have read and write permissions
  • File name pattern: Pattern for the exported file name. This allows customization based on the following variables:
    • label: Specifies the label of the export task
    • export_name: Specifies the name of the export (such as agents, messages, or roles). Only available when not using a zip format.
    • year: Specifies the current year at export time (for example, 2020)
    • month: Specifies the current month at export time (for example, 07)
    • day: Specifies the current day at export time (for example, 30)
  • Zip exports in one file: whether or not the exports should be zipped in a single file or transferred individually
  • Public key: the SSH key used for the connection. This key is provided by RingCentral on demand. You must store this key in the ~/.ssh/authorized_keysfile directory on the server to successfully connect

Option: Zip exports in one file

When not using the Zip exports in one file option, each of the exports will be an individually-named file.
 
The export_name variable in the file name will be named as follows for each export.
Export export_name
Agents
agents
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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