cloud_chat_conversations.
One row is
one ClaudIA conversation
Delivery
Rewritten daily
Columns
56
Where it lands
snapshot_date= partition only, and check for _SUCCESS before you do, as
described in bucket layout.
Columns
bigint
Internal warehouse key. Not stable between deliveries — join on
conversation_id instead.bigint
Internal warehouse key for the project. Not stable between deliveries — use
project_id or project_name.bigint
Internal warehouse key for the satisfaction answer. Not stable between deliveries — the score itself is on this row in
csat_value.varchar(256)
Identifier of the Cloud Chat conversation this one ran in. Joins to
conversation_uuid on cloud_chat_conversations. Conversations served by another helpdesk have no counterpart there, so this join does not cover every row — identify those through helpdesk_id.varchar(256)
Identifier of the conversation in whichever helpdesk served it. When that helpdesk is Cloud Chat, it is the same number as
conversation_display_id on cloud_chat_conversations, kept as text here. When the conversation ran in an external helpdesk, it is that system’s own identifier.timestamp
Conversation start, in UTC.
timestamp
Conversation start, in the project’s local timezone. Use this one when your report has to line up with the operation’s working day.
varchar(322)
Ticket status as emitted by the platform. The value is a fully-qualified internal class name whose exact string is not part of the delivery contract: read the trailing segment (
Open, Resolved, Closed) and prefer is_conversation_open_flag for filtering.boolean
Whether the conversation reached N2 at any point. Equivalent to
resolution_level_class = 'N2'.varchar(510)
Status of the conversation on the agent’s side.
varchar(322)
Ticket status as reported by the channel connector, in the same fully-qualified form as
status_class. The two disagree while a status change is still propagating.boolean
Whether the conversation was still open at the time of the delivery.
boolean
Whether the conversation was handled by N2. Set independently of
is_n2_flag, which only records that N2 was reached.boolean
Whether the escalation to N2 was forced rather than decided by the agent.
varchar(2)
Resolution level:
N1 when the agent closed the conversation on its own, N2 when it was escalated to a person. This is the column to group by for a retention rate.timestamp
When the conversation was closed.
NULL while it is still open.timestamp
When the conversation was marked resolved. Can precede
close_date, since a resolved conversation stays open until it is closed.varchar(255)
Join key. Unique id of the conversation. Joins to
claudia_prompt_revision and, through cloudchat_id, to the Cloud Chat tables.varchar(510)
Project the conversation belongs to.
varchar(255)
Environment the conversation ran in. Only
PRODUCTION rows are delivered.integer
How many times the agent produced an answer it judged low confidence. A high count on N2 conversations usually points at missing content.
integer
How many clarifying questions the agent asked before answering.
integer
How many times the agent retried before resolving. Ranges from 0 to 3.
integer
How many times the agent asked the customer whether their problem was solved.
integer
How many times the conversation was escalated for going unanswered.
varchar(510)
Intent the agent considered active when the conversation ended.
varchar(510)
Controlled flow active when the conversation ended. Joins to
typebot_id on eddie_result_outcomes. NULL when no flow was running.varchar(510)
Run of the active flow. Use it with
active_flow_id to identify a single pass through the flow.boolean
Whether the customer confirmed their problem was solved.
NULL when they were never asked or never answered — this is not the same as false.varchar(510)
Raw resolution reason as emitted by the platform. Wording changes without notice; use
resolution_reason_refined for anything you report on.varchar(510)
Subject tag assigned to the conversation.
timestamp
When the conversation was last modified.
varchar(510)
Name of the A/B configuration the conversation ran under.
NULL when the project had no test running.smallint
Automated quality rating of the conversation, from 1 to 5. Independent of CSAT: it is produced by evaluating the transcript, not by asking the customer.
varchar(20000)
Written justification for the
gencx_value rating.smallint
Estimated customer frustration on a 0 to 100 scale, from the wording of the customer’s messages.
timestamp
When the frustration score was last recalculated.
varchar(50)
frustration_score_value bucketed into a label: CALM, IRRITATED, FRUSTRATED or HIGHLY_FRUSTRATED.varchar(510)
Written justification for the frustration classification.
boolean
Whether the agent hit a rate limit while handling the conversation. Useful when explaining an unexpected escalation.
bigint
Messages exchanged in the conversation, both sides included.
bigint
Messages sent by the agent. Subtract from
messages_total_value for the customer’s share.boolean
Whether
gencx_value fell in the range treated as a bad experience.varchar(255)
Id of the project. Prefer it over
project_name, which can be renamed.varchar(256)
Id of the tenant.
NULL for rows with no tenant mapping.varchar(256)
Name of the tenant.
NULL for rows with no tenant mapping.smallint
Satisfaction score for the conversation, from 1 to 5.
NULL when no survey was answered.boolean
Whether the score counts as positive.
boolean
Whether the score counts as neutral.
boolean
Whether the score counts as negative.
boolean
Whether the answer is usable. Filter on this before averaging
csat_value.bigint
Cloud Chat account the conversation belongs to.
varchar(11)
Cloud Chat instance the conversation was served from.
bigint
Number shown to agents in Cloud Chat. Convenient when someone reports a conversation by the number they saw on screen; join on
conversation_id.varchar(510)
Resolution reason grouped into a readable label prefixed with
N1 - or N2 - . Prefer this column over resolution_reason. Older rows predate the refinement and still carry a raw English string, so filter on the prefix or fall back to resolution_level_class.date
Partition column. Date of the delivery that wrote this file, in
YYYY-MM-DD.