Interpreting the Response Activities CSV

What is the Response Activities CSV?

The Response Activities CSV (exportable from the Analytics page) is an audit trail of all the Question & Answer interaction that have taken place in your Talla org.

The purpose of this article is to walk you through the different fields in that export so you can become an expert in interpreting your team's Data. 

Response Activites CSV Data Fields overview

Field Name Description Format Values
Origin Interface from where the user queried talla String "chat_external" = customer assist bot; "plugin" = browser extension; "chat_internal" = AskTalla bot; "chat" = Slack or MS Teams direct message; "web" = Talla portal; "chat - channel" = Slack or MS Teams Channel
Query The question that the user asked Talla String N/A
Top Result Knowledge Tag The knowledge block that Talla was most confident returning String N/A
Selected Knowledge Tag If more than one result was presented to the user, and the user made a selection, this field will contain the knowledge block that the user selected. If the user made no selection, the value will be empty, if the user created an escalation without making a selection, the value will say "[none of these]" String N/A
Selected Ranking If more than one result was presented to the user, and the user made a selection, this field will contain the rank of the result that Talla returned. If none were selected, or only one result was presented to the user, the value will say "[none]" String/Int N/A
Number of Results The number of results returned by Talla. Note, if queried from Slack, Microsoft Teams, AskTalla, or Customer Assist beacon, Talla will only present the user with the top 3 results. The Chrome extension gives the user the option to peruse all results. Int N/A
Starting Offset N/A N/A N/A
Date Timestamp of Request Date N/A
Profile Name Full name of user who submitted query. Note: for "anonymous" Customer Assist configurations, this field wiill be blank. String N/A
Profile email Email address of user who submitted query. Note: for "anonymous" Customer Assist configurations this field may be blank unless the user subnmitted a training request. String N/A
Top Result Document Title The article title containing the response that Talla was most confident returning String N/A
Selected Result Document Title If more than one result was presented to the user, and the user made a selection, this field will contain the article containing the knowledge block that the user selected. If the user made no selection, the value will be empty, if the user created an escalation without making a selection, the value will say "[none of these]" String N/A
User Feedback Feedback given by the user String "useful" = helpful; "unset" = no feedback given; all other values are "not helpful"
Feedback Reason If a training request was submitted, the user can fill out this optional feedback textbox String N/A
Content Requested If a training request was submitted, the value will be "yes", else "not set" String "yes" = training request submitted; "not set" = no training request submitted
Top 4 Results The top four results returned by Talla Array N/A
Group The user group(s) assigned to that content String N/A

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