Standard signal exports from the Console, Backlog, or Sentiments views primarily contain signal creation and detection data. Signal acknowledgment is tracked separately as a platform engagement metric and can be accessed through the Engagement page under Analytics module.
To view and export acknowledged signal data, please follow these steps:
- Navigate to Analytics > Engagement. (In the legacy UI, this was available under Control Center > User Engagement.)
- Open the Sentiments Acknowledgment tab/report.
- Select the required date range and apply the relevant filters.
- Click Export to download the acknowledgment data.
The export includes the following details:
- Case ID
- Signal Name (e.g., Negative, Urgency, Frustration)
- Signal Creation Date and Time
- Acknowledgment Date and Time
- Delta (time taken to acknowledge the signal)
- User Name and User Email of the person who acknowledged it
The Sentiments Report also provides a view of daily signals created versus acknowledged.
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