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Explanation of Report Builder Columns

Last updated on Sep 02, 2026

This FAQ provides a quick and practical understanding of the available columns in the Report Builder, ideal for clear and effective reports.

1. account_user_availability_histories

  • Event Id: Unique identifier of the event.

  • Agent Id: Unique identifier of the agent.

  • Agent: Name of the agent.

  • Availability: Agent status (online, offline, busy).

  • Availability Reason Id: Reason for the status change.

  • Created At: Date and time of the record.

2. agents

  • User Id: Unique identifier of the agent.

  • Email: Agent's email.

  • Name: Full name of the agent.

  • Assignment Limit: Maximum number of tickets allowed simultaneously.

3. conversation_events

  • Id: Unique identifier of the event.

  • Name: Type of event.

  • Value: Additional details of the event.

  • Account Id: Account identifier.

  • Inbox Id: Associated inbox.

  • User Id: User related to the event.

  • Conversation Id: Associated conversation.

  • Created At: Date and time of creation.

  • Updated At: Last update.

  • Instance: Specific instance.

4. conversations

  • Created At: Conversation creation date.

  • Id: Internal identifier.

  • Display Id: Identifier shown to the user.

  • Assignee Id: Responsible agent.

  • Inbox Id: Associated inbox.

  • Agent Type: Type of agent (human/AI).

  • Repeats In Last 24h: Repeated conversations in 24 hours.

  • Conversation Custom Field Name: Refers to user-defined custom fields.

  • Conversation Custom Field Value: Contains the value filled in custom fields defined by the user.

    Note: For more visual analyses and reports, it is recommended to use both columns (Conversation Custom Field Name and Conversation Custom Field Value).

5. csat

  • Assignee Name/Email/Id: Assigned agent's information.

  • Contact Name/Email/Number/Id: Customer's information.

  • Csat Id: Survey identifier.

  • Inbox Id: Associated inbox.

  • Rating: Customer's rating (1 to 5).

  • Rating Emoji: Associated emoji.

  • Feedback Message: Additional customer comments.

  • Created At: Response date.

  • Display Id: Visible ticket identifier.

  • Ticket Link: Direct link to the ticket.

  • Agent Type: AI or human agent.

6. inboxes

  • Id: Unique identifier.

  • Name: Inbox name.

7. messages

  • Id: Message identifier.

  • Instance/Account Id/Inbox Id: Related identifiers.

  • Conversation Id: Associated conversation.

  • Message Type: Type of message.

  • Created At/Updated At: Creation and update dates.

  • Private: Message privacy.

  • Status: Message status.

  • Source Id: Origin of the message.

  • Content Type: Type of content.

  • Content: Message content.

  • Content Attributes: Additional attributes.

  • Sender Type/Id: Sender of the message.

  • Processed Message Content: Processed content.

  • Conversation display id: ID that appears in the conversation URL. Example: https://cloudchat.cloudhumans.com/app/accounts/1/conversations/{{conversation_display_id}

8. Tags

  • Id: Tag identifier.

  • Title: Tag name.

  • Description: Tag description.

  • Color: Associated color for quick identification.

9. teams

  • Id: Team identifier.

  • Name: Team name.

  • Description: Role or composition of the team.

  • Allow Auto Assign: Automatic assignment enabled.

  • Account Id: Associated account.

  • Created At/Updated At: Relevant dates.

  • Working Hours Enabled: Set working hours.

  • Out-of-office message: Automatic message outside working hours.

  • Timezone: Team's timezone.

  • Instance: Specific instance.

10. Campaign Delivery events

  • Campaign Delivery Events ID — Unique identifier of the campaign delivery event record.

  • Campaign ID — Identifier of the campaign that triggered the message.

  • Contact ID — Identifier of the contact/recipient who received the message.

  • Conversation ID — Identifier of the helpdesk/omnichannel conversation where the event occurred.

  • Message Sent — Indicates whether the message was successfully sent by the system.

  • Sent At — Date and time when the message was registered as sent.

  • Message Received — Indicates whether delivery confirmation to the recipient's device was received.

  • Received At — Date and time when delivery confirmation was recorded.

  • Message Read — Indicates whether a read receipt was received.

  • Read At — Date and time when the message was read.

  • Message Replied — Indicates whether the recipient replied after sending.

  • Replied At — Date and time when the recipient's reply was recorded.

  • Error — Error message when there is a failure in sending/delivery/reading.

  • Created At — Record creation date and time.

  • Updated At — Last update date and time.

  • Instance — Identifier of the client's instance/tenant where the event was recorded.

  • Campaign display id: ID that appears in the campaign URL. It is a unique ID within the Account.

  • Conversation display id: ID that appears in the conversation URL. It is a unique ID within the Account. Example: https://cloudchat.cloudhumans.com/app/accounts/1/conversations/{{conversation_display_id}

  • Inbox ID - Inbox (channel) ID.

  • Title - Campaign name.

  • Audience - Campaign audience.

11. Proactive Delivery events: The Proactive Delivery Events table is similar to Campaign Delivery Events. The only difference is that Proactive Delivery Events do not have Campaign ID, Title, or Audience. Since they are sent via API or single-shot via cloud chat, these fields do not exist.