Links between files

sites.csv

One row per social account connected to Alcméon.

Name	Type	Description
id	integer	Alcméon id of the social account
type	string	Social account type. Legal values: business_chat, facebook, gbm, gmb, instagram2, trustpilot, twitter, wechat, webchat, whatsapp, tiktok.
name	string	Name of social account, as displayed in the Alcméon GUI
friend_count		deprecated
followers_count		deprecated
external_id	string	The external identifier coming from the social network API
alt_external_id	string	An alternative external identifier coming from the social network API

sitegroups.csv

One row per site_group created in Alcmeon

Name	Type	Description
id	integer	A unique stable id associated with this site_group
name	string	The name of the site group as displayed in the Alcméon user interface
type	string	The social account type. Legal values: business_chat, facebook, gbm, gmb, instagram2, trustpilot, twitter, wechat, webchat, whatsapp,line, kakaotalk, linkedin, tiktok.
nb_of_sites_in_group	integer	The number of sites connected to the group

sites-sitegroups.csv

One row per site created in Alcmeon

Name	Type	Description
site_id	integer	A unique stable id associated with this site_group
group_id	id	A reference to the id column of the sitegroups.csv file. This can be null if the account is not linked to any group

tags.csv

One row per tag defined in Alcméon.

Name	Type	Description
id	integer	A unique stable id for this tag
is_none	boolean	true if this tag is the default value, false otherwise
name	string	Name of tag, displayed to Agents
shortened_name		deprecated
category_id		deprecated
category_name		deprecated
category_group_id		undocumented
category_group_name		undocumented

tasks.csv

One row per message received on one of the social accounts connected within our application.

Name	Type	Description
id	integer	A unique stable id associated with this message
site_id	integer	A reference to the id column of the sites.csv file
type	string	Type of message received. See below for the list of all types allowed and their meaning.
tags	string	A list of references to the id column of the tags.csv file, comma-separated. Example: 1,2,5,10
message_id		undocumented
message_is_deleted	integer	1 if the message has been deleted by its author within the source social media, 0 otherwise.
message_content	string	Content of message. On twitter, this field is empty.
message_parent_id		undocumented
message_discussion_id		undocumented
message_external_id	string	The native unique id associated with this message within the source social network.
message_external_url	string	A url where you should be able to view this message in the source social network.
message_from_id	integer	A unique internal id that identifies the author of this message.
message_from_name	string	The name of the author of this message.
message_from_external_id	string	The native unique id associated with the author of this message within the source social network.
message_from_tw_nfollowers		deprecated
message_fb_is_hidden		deprecated
message_created_time	string	date/time when this message was written.
conversation_id	integer	A unique id associated with the conversation this message belongs to.
rating_value	integer	An integer referring to the rating value given by the user for this message.

The list of existing message types is documented below.

Channel (tasks.csv:type)	Source social media (sites.csv:type)	Description
tw-360	twitter	deprecated
tw-@mention	twitter	Tweets which @mention your Twitter account.
tw-dm	twitter	Private messages (aka Direct Messages).
fb-pm	facebook	Private messages (aka Messenger).
fb-user-post	facebook	Public posts authored by a customer on your page.
fb-news	facebook	Public comments by a customer on a publication you authored.
fb-ad	facebook	Public comments by a customer on an Ad you published (a comment on a Dark Post)
fb-event	facebook	deprecated
fb-rating	facebook	A public rating on your page.
wc-pm	wechat	A message on Wechat
instagram-comments	instagram2	Public instagram comment on a publication you authored
instagram-live-comments	instagram2	Public instagram live comments
instagram-mentions	instagram2	deprecated
instagram-private	instagram2	Private Instagram message (aka Instagram Direct)
instagram-story-mention	instagram2	Notification of a user mentioning your account in one of his stories (your answer will be private)
instagram-story-reply	instagram2	Notification of a user commenting on of your stories (your answer will be private)
webchat-msg	webchat	Private message on Alcméon’s WebChat
gmb-reviews	gmb	Public Google review on one of your locations
gbm-messages	gbm	Private message on Google Business Message
whatsapp-msg	whatsapp	Private message on Whatsapp
business-chat-msg	business-chat	Private message on Apple Business Chat
trustpilot-service-review	trustpilot	Public Trustpilot service review
trustpilot-product-review	trustpilot	Public Trustpilot product review
kakaotalk-msg	kakaotalk	Private Kakao Talk message
line-msg	line	Private Line message

tasks-custom-fields.csv

One row per task. This file is not currently exported. It will be exported sometime during the month of April 2022.

Name	Type	Description
task_id	integer	A unique id associated with the task. It references `tasks.csv:id`
user_group_id	integer	A unique id associated with the author of the message associated with the task. This id can be used with the GET /custom-fields/users/{user_id} and PUT /custom-fields/users/{user_id} APIs.
user_group_custom_fields	json	A list of objects with two fields: field_id and field_value, where field_id is an integer and field_value's type depends on the type of the underlying field. Example: `[{"field_id": 1, field_value: 23}, {"field_id": 2, field_value: "a string"}]`
conversation_id	integer	A unique id associated with the task's conversation. It references `tasks.csv:conversation_id`. This id can be used with the GET /custom-field/conversations/{conversation_id} and PUT /custom-field/conversations/{conversation_id} APIs.
conversation_custom_fields	json	A list of objects with two fields: field_id and field_value, where field_id is an integer and field_value's type depends on the type of the underlying field. Example: `[{"field_id": 1, field_value: 23}, {"field_id": 2, field_value: "a string"}]

Users and Teams

users.csv

One row per agent.

Name	Type	Description
id	integer	A unique id associated with the agent.
email	string	The email address used by the agent to login.
realname	string	Username, displayed in the Alcméon user interface.
is_active	integer	1 if user is active, 0 otherwise.
is_company_admin	integer	1 if user is an admin, 0 otherwise.
nremaining_password_attempts		undocumented
lang	string	lang code selected by the agent to translate and localize the Alcméon user interface.
is_bot	integer	1 if user is a bot, 0 otherwise. This column does not currently exist. It will be added in November 2022.

teams.csv

One row per Team.

Name	Type	Description
id	integer	A unique id associated with the Team.
name	string	The name of the team, displayed in the Alcméon user interface

users-teams.csv

One row for each team a user belongs to.

Name	Type	Description
user_id	integer	A reference to the id column of the users.csv file.
team_id	integer	A reference to the id column of the teams.csv file.

Actions

actions.csv

One row per action performed by an Agent.

Name	Type	Description
id	integer	A unique id associated with the action.
site_id	integer	A reference to the id column of the sites.csv file.
type	string	Type of action. All supported values are documented next.
task_id	integer	A reference to the id column of the tasks.csv file.
assigned_user_id	integer	A reference to the id column of the users.csv file. This uniquely identifies the user who performed this action.
assigned_time		undocumented
done_time	string	date/time when the Agent performed this action.
answer_views		undocumented
answer_unique_visitors		undocumented
in_error	string	"yes" if an error occured while performing this action, "no" ortherwise.

The list of existing action types is documented below.

Type of action	Description
answered	An answer has been sent to a customer, either by an Agent or a bot.
archived	A message has been archived, by an Agent or a bot.
auto-archived	A message has been archived automatically.
comment	An Agent annotated an incoming message.
help_request	An Agent requested help from a supervisor
help_answer	A supervisor replied to a help request
acquired	An agent acquired (assigned to himself) a message to process it.
released	An agent moved a message that was assigned to himself back to the received inbox.
steal	An Agent changed the ownership of a message from another Agent to himself.
first_seen	An agent opened the for the first time the processing page associated with a message that was assigned to him.
tag	An agent or a bot has set a tag value on a message.
execute-answer	Alcméon sent via the social media API an answer after it was logged by an Agent or a Bot via an action of type "answer".
facebook_like	Social network-specific action
facebook_unlike	Social network-specific action
facebook_hide	Social network-specific action
facebook_unhide	Social network-specific action
facebook_ban	Social network-specific action
facebook_unban	Social network-specific action
facebook_delete	Social network-specific action
twitter_follow	Social network-specific action
twitter_unfollow	Social network-specific action
twitter_block	Social network-specific action
twitter_unblock	Social network-specific action
twitter_favorite	Social network-specific action
twitter_unfavorite	Social network-specific action
twitter_retweet	Social network-specific action
twitter_unretweet	Social network-specific action
twitter_delete	Social network-specific action

answers.csv

One row per human answer. This file provides more detailed information about an human answer than the actions.csv file.

Name	Type	Description
action_id	integer	A reference to the id column of the actions.csv file
answer_content	string	content of answer
answer_queued_time		deprecated
answer_sent_time	string	date/time when this answer was sent
answer_retweets		deprecated
answer_favorites		deprecated
answer_likes		deprecated
answer_earned_follows		deprecated
answer_npositive_followups		deprecated
answer_nnegative_followups		deprecated
answer_nneutral_followups		deprecated

archived.csv

One row per archive action.

Name	Type	Description
action_id	integer	A reference to the id column of the actions.csv file
grouped_from_task_id		undocumented
group_id		undocumented
group_first_task_id		undocumented
group_answer_task_id		undocumented
group_size	integer	If empty, a single message was archived. If not empty, the Agent archived mutiple messages with a single click and the content of this column is the number of messages archived.

annotations.csv

Name	Type	Description
action_id	integer	A duplicate of actions.csv:id where type = "comment"
text	string	The text of the annotation

help-requests.csv

Name	Type	Description
action_id	integer	A duplicate of actions.csv:id where type = "help_request"
text	string	The text of the help request

help-request-answers.csv

Name	Type	Description
action_id	integer	A duplicate of actions.csv:id where type = "help_answer"
text	string	The text of the help request answer

Optins

Optin-related files will be exported after september 1st 2022

optins.csv

One row per optin.

Name	Type	Description
id	integer	A unique id for this optin
name	string	The name of the optin
type	string	The type of the optin. Valid values are: "default", "recurring-notification-messenger"

optin-events.csv

One row per optin or optout event.

Name	Type	Description
optin_id	integer	A reference to the optins.csv:id column.
datetime	string	The Date and Time of the event in format YYYY-MM-DD HH:MM:SS in UTC timezone.
type	string	The type of event. Possible values: "optin", "optout".
site_id	integer	A reference to the id column of the sites.csv file.
user_external_id	string	The native id of the user who triggered this event. On Whatsapp, this is a phone number. On Messenger, this is a PSID. etc.
optout_reason	string	A string indicating why the user was optout

logins.csv

One row per login or logout event

Name	Type	Description
user_id	integer	A reference to the id column of the users.csv file.
user_name	string	Name of user. Duplicated from users.csv:realname
user_email	string	Email of user. Duplicated from users.csv:email
date	string	date/time of event
action	string	Type of action. Possible values: login, logout.

KPIs

nps.csv

One row per NPS score assigned by a customer.

Name	Type	Description
created_time	string	date/time when the satisfaction survey was sent.
site_id	integer	A reference to the id column of the sites.csv file.
task_id	integer	A reference to the id column of the tasks.csv file.
admin_user_id	integer	A reference to the id column of the users.csv file.
note_nps	integer	NPS score

first-human-answer-delays.csv

One row per first answer sent for a message by an Agent.

Name	Type	Description
done_time	string	date/time when the answer was sent.
action_id	integer	A reference to the id column of the actions.csv file.
task_id	integer	A reference to the id column of the tasks.csv file
delay_s	integer	Delay calculated as "done_time - tasks.csv:message_created_time"
bh_delay_s	integer	The same delay as above, excluding the business hours of the team the message was routed to when the agent answered.
bh_after_tagging_delay_s	integer	Delay calculated as "done_time - time_when_message_was_routed_to_team_who_answered", excluding the business hours of the corresponding team.

first-human-answer-delay-per-conversation.csv

One row per first answer sent in a conversation by an Agent. Note that first-human-answer-delays.csv and this file differ subtly but significantly: in the former, there will be one entry per first answer per incoming message while in the latter, there will be one entry per conversation.

Name	Type	Description
conversation_id	integer	A duplicate of tasks.csv:conversation_id
done_time	string	A duplicate of actions.csv:done_time
action_id	integer	A reference to the id column of the actions.csv file. It references the answer action performed by the Agent.
task_id	integer	A reference to the id column of the tasks.csv file. It references the message the agent replied to.
delay_s	integer	Delay calculated as "done_time - tasks.csv:message_created_time"
bh_delay_s	integer	The same delay as above, excluding the business hours of the team the message was routed to when the agent answered.
bh_after_tagging_delay_s	integer	Delay calculated as "done_time - time_when_message_was_routed_to_team_who_answered", excluding the business hours of the corresponding team.

Satisfaction surveys

survey_ratings.csv

One row per rating made by a user. Available after October 1st 2023

Name	Type	Description
survey_rating_date	string	Date/time the rating was made by the user.
survey_rating	integer	Survey score given by the user. Contains the label of the button the client clicked on.
survey_rating_type	integer	Type of the “Feedback” box used in the survey scenario. Can be either “NPS”, “CSAT”, “CES”, “NES” or “Custom”
survey_rating_type_custom_name	integer	In case of survey_rating_type=”custom”, this is the “name” given in the “Feedback” box.
survey_rating_message	integer	Message sent to the user that was set up in the “Feedback” box.
survey_sent_time	string	Date/time when this answer was sentUnique ID of the action of sending the survey
survey_sent_mode	string	“human” or “bot”
survey_id	integer	Unique ID of the action of sending the survey
survey_name	string	The name given to the survey (ie the scenario) created in Alcméon
site_id	integer	A reference to the id column of the sites.csv file.
conversation_id	integer	A unique id associated with the conversation this message (the rating) belongs to. Note: this is always empty for a survey sent by a bot scenario.
task_id	integer	A reference to the id column of the tasks.csv file for the message that triggered the survey Note: this is always empty for a survey sent by a bot scenario.
message_from_id	integer	A unique internal id that identifies the author of this message that triggered the survey.
message_from_name	string	The name of the author of this message that triggered the survey.
message_from_external_id	string	The native unique id associated with the author of this message that triggered the survey within the source social network.
tags	string	A list of references to the id column of the tags.csv file, comma-separated. Example: 1,2,5,10. Here they are the tags of the message from which the survey was sent. Note: this is always empty for a survey sent by a bot scenario.
last_user_id_who_answered	integer	A reference to the id column of the users.csv file for the last human agent that answered in the conversation that triggered the survey Note: this is always empty for a survey sent by a bot scenario.

survey_verbatim.csv

One row per verbatim left by a user. Available after October 1st 2023

Name	Type	Description
survey_verbatim_date	string	Date/time when the verbatim was sent.
survey_verbatim	string	Text message sent as a verbatim by the user.
survey_verbatim_message	string	Message sent to the user that was set up in the survey scenario and that contains the “user input” exit with “verbatim” checked before the user sent the verbatim.
survey_sent_time	string	Date/time when this answer was sent
survey_sent_mode	string	“human” or “bot”
survey_id	integer	Unique ID of the survey sent (really it is the task_id from which the survey was sent)
survey_name	string	The name given to the survey (ie the scenario) created in Alcméon
site_id	integer	A reference to the id column of the sites.csv file.
conversation_id	integer	A unique id associated with the conversation this message (the rating) belongs to. Note: this is always empty for a survey sent by a bot scenario.
task_id	integer	A reference to the id column of the tasks.csv file for the message that triggered the survey. Note: this is always empty for a survey sent by a bot scenario.
message_from_id	integer	A unique internal id that identifies the author of this message that triggered the survey.
message_from_name	string	The name of the author of this message that triggered the survey.
message_from_external_id	string	The native unique id associated with the author of this message that triggered the survey within the source social network.
tags	string	A list of references to the id column of the tags.csv file, comma-separated. Example: 1,2,5,10. Here they are the tags of the message from which the survey was sent. Note: this is always empty for a survey sent by a bot scenario.
last_user_id_who_answered	integer	A reference to the id column of the users.csv file for the last human agent that answered in the conversation that triggered the survey Note: this is always empty for a survey sent by a bot scenario.