Export reports

The Export Reports tab creates a file with your analytics data. You can export raw call and conversation records, or a summary report that matches a dashboard tab.

Availability: all profiles. The data you can export depends on your profile. Only the Owner and Admin roles can export. The other roles cannot.

Prerequisites

• You have the Admin role. Other users do not see the tab. If they open its address, AurionAI shows Admin Access Required and goes back to Analytics.

Create an export

1. In the sidebar, select Analytics.
2. Select the Export Reports tab.
3. Under Export Format, select CSV, JSON or PDF.
4. Under Data Scope, select the data. Read What you can export. On the AI Voice profile, this choice does not appear: the export always contains Voice Calls.
5. Under Date Range, choose the period. It covers at most 90 days. This is the same period as on the other Analytics tabs.
6. For Voice Calls, Conversations and All Data: under Include in Export, select what to include. Select at least one option.
7. Select Generate Export.
8. When Export ready appears, select Download File.

What you can export

Raw records. Voice Calls, Conversations and All Data export one row per call or conversation, newest first.

• Each call row has the call ID. With Call Details, it also has the masked phone number, the start and end time, the length, the status, the outcome and the user ID.
• With Transcripts, each call has the turns of the caller and the agent. AurionAI removes personal data from the text.
• With Conversations, each conversation row has the subject, the channel, the status, the priority, whether the AI agent resolved it, the assigned agent and team IDs, the creation, first response and resolution times, and the tags. Under All Data, conversation rows are included only when this option is selected.

A raw export holds at most 50,000 calls and 50,000 conversations. A PDF shows at most 200 rows per section and says so on the page. For all rows, choose CSV or JSON.

Summary reports. SLA Quality Report, Resolution Rates Report and Performance Report hold part of the figures of the matching tabs:

• SLA Quality Report: first-response and resolution compliance, by priority and by team. It has no CSAT figures and no breach trend.
• Resolution Rates Report: AI-resolved and human-resolved conversations, by priority, for all teams.
• Performance Report: the agent table, with the average first response time and the average resolution time per agent, and the team table, with the average resolution time per team. It has no busiest hours.

In CSV, each line holds a section, a metric and a value. Read SLA and quality, Resolution rates and Agent performance.

A PDF uses the language of your dashboard.

Download an earlier export

The Recent Exports list shows the exports that administrators of your organization created in the last 24 hours. It shows up to 20 exports. A download link stops working 24 hours after the export was created.

1. Find the export by its format, data and period.
2. Select Download File.

Result

AurionAI builds the file when you download it, from your current records. If you download the same export later, the file contains the data as it is at that moment. Report exports count days in your browser's time zone. The conversation tabs count days in UTC, so a report can differ slightly near midnight.

AurionAI records each export, and each download, in the audit log. Read Audit log.

If something goes wrong

• Admin Access Required Your role cannot export. Ask a user with the Admin role.
• Generate Export is not available. Select at least one option under Include in Export. The page shows Select at least one option to include in the export.
• Export failed The message gives the reason. Check the period and try again.
• Failed to load recent exports. Select Retry.
• The file has fewer rows than expected. A PDF shows at most 200 rows per section. A raw export stops at 50,000 rows per type. Choose CSV or JSON, or a shorter period.
• The phone numbers show only the last digits. This is on purpose. AurionAI masks phone numbers in every export.

Related articles

• Analytics overview
• SLA and quality
• Agent performance
• Audit log
• Roles and what they can do