Download general information about requests
In the Archive, you can search for requests (calls/chats/emails) and in your browser you can study the found requests General information and access the requests content, that is, play the call recording or see the chat log. You can also download call recordings (mp3-files) and chat logs from the Archive.
If you want to download a simplified version of the General information for a selection of calls/chats/emails found in the Archive as an Excel file, you can enter your search criteria and click "Search and download". If you confirm in the popup window, the search wil be done and an xlsx file will be generated and downloaded.
General information about a request is metadata like the Callers number/Chatters name/emails From address, Access point, Start time, Queue name, Time in queue, Agent name, Agent speaktime etc.
If you click "Search and show result", we present max 100 requests in your browser even if the search returns more records (Search completed. Too many records found, 100 records shown). If you click "Search and download", we now allow max 5000 requests/rows in the file. The downloaded file will have the file name "Puzzel Archive data yyyy.mm.dd hh_mm_ss.xlsx". If the search returns more than 5000 rows, we will generate a file with no data and the filename "Too many rows - please narrow search.xlsx".
There will be one row in the xlsx file per call/chat/email.
The columns in the xlsx file:
| Column name | Description |
|---|---|
| StartTime | The date and time the request arrived in the Puzzel platform |
| ANO | The caller's number, the chatter's id or the emails From address |
| AddANO | If an additional calling party number is received by Puzzel, it will be shown here. |
| BNO | The Access number for calls (B-number), the To-address for emails and the Access point for chats. |
| SessionId | The request's session-id in Puzzel. For calls, only recorded calls have a value for SessionId in the file. SessionId is used in call recording files). |
| TimeBeforeAnswer | Number of seconds from the request arrived in Puzzel until the first agent answered the call/accepted the written request |
| TotalSpeaktime | Total number of seconds agents were connected to this request. |
| Queue | The name of the first queue this request was in |
| QueueStartTime | The date and time the request arrived in the first queue |
| TimeInQueue | How long the request was in the first queue (in seconds) |
| AgentId | The id for the first agent that answered/accepted the request |
| AgentName | The name for the first agent that answered the request |
| AgentSpeakStart | The date and time the first agent answered/accepted the request |
| AgentSpeakTime | How long (seconds) the request was connected to the first agent |
| Queue2 | The name of the last queue this request was in |
| Queue2StartTime | The date and time the request entered the last queue |
| TimeInQueue2 | How long (seconds) the request was in the last queue |
| Agent2Id | The id for the last agent that answered the request |
| Agent2Name | The name for the last agent that answered the request |
| Agent2SpeakStart | The date and time the last agent answered/accepted this request |
| Agent2SpeakTime | How long (seconds) the request was connected to the last agent |
| Recordings | For calls: Number of call recordings in this call. If 0, the SessionId will be empty. For chat: 1 if the chatlog exists For email: The value will usually be 1, but for emails arrived in queue but not yet answered by agents the value will be 0. |
| EnqReq | 0 if no Enquiry registration records exist for this request. 1 if at least one Enquiry registration records exist. |
| SurveyOffered | 0 = Survey not offered. 1 = offered 2 = offered and answer received. |
| SurveyScore | The actual score received for the SMS/Chat Survey |
The Archive's General information is NOT Raw data. The Archive contains quite detailed information about calls/chats/emails, but this is simplified information and less detailed that what is found in Raw data, and details from Enquiry registration, Survey and Variables are not included. The main differences between Raw data and Archive visualisation is explained in the Puzzel Raw Data detailed description document, found here.
If you want to have more detailed information about calls/chats or if you want detailed information for lots of calls/chats every day/every week, stored in your own system, the recommended solution is to export data from Puzzel Raw data SQL database into your own database.