Reporting datasets

Understand how Featurebase reporting data is organized, what each reporting dataset represents, and how to access it.

Written By Markus from Featurebase

Last updated 3 days ago

Overview

Your Featurebase Reports data is organized into datasets. A reporting dataset is basically an underlying table where every row represents one specific kind of thing. Each dataset contains related metrics and attributes.

For example, one conversation that is assigned twice, receives 3 replies, gets snoozed, reopens, and closes:

Conversations dataset contains 1 row for the overall conversation
Conversation Actions dataset contains separate rows for its replies, assignments, close, and reopen actions
Conversation State dataset contains separate rows for the periods it spent open, snoozed, or closed
Teammate Handling dataset contains separate rows for the time teammates actively handled it

The same conversation can therefore appear in several datasets, represented differently in each one.

Use this article to compare datasets and understand what each row represents when you analyze or export reporting data.

Note: You do not select a dataset directly when you create a custom report. Choose a metric or attribute, and Reports automatically uses its dataset.

Available reporting datasets

The table below describes the datasets that organize the data available in Featurebase reporting.

Dataset name	Object	Description
Conversations	Conversation	Provides details at the conversation level, including the conversation ID, current state, channel, current assignee, response and handling times, and outcomes. It does not cover individual conversation actions.
Conversation State	Conversation state period	Provides details for each conversation state period, including when it started and ended and the previous state. Use it to report on open and snoozed conversations over time.
Conversation Rating	CSAT survey request	Provides details for each CSAT request, including the request state, rating, remark, channel, and rated agent type.
Copilot	Copilot prompt	Provides details for each Copilot prompt, including the question, answer, sources, teammate, linked conversation, and whether the answer was used.
Conversation Actions	Conversation action	Provides details for individual conversation actions, including replies, notes, mentions, assignments, closes, and reopens.
Teammate Handling	Handling period	Provides regular and adjusted handling time for each teammate who works on a conversation.
Teammate Status Period	Availability period	Provides details for each period a teammate is active, away, or away and reassigning in the Inbox, including when the period started and ended, its duration, the teammate, and any recorded away reason.
SLA	SLA application or evaluation	Provides details for each SLA target application and evaluation on a conversation or ticket, including whether the target was hit or missed.
Tickets	Ticket	Provides details at the ticket level, including the ticket ID, type, state, assignee, and resolution time. It also includes properties from the linked conversation, such as channel and tags.
Tickets time in state	Ticket state period	Provides details for each period a ticket spends in a state, including when the period started, when it ended, and how long it lasted.

Tip: For programmatic access, use our public Reports API to discover datasets and query reporting data.