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Explanation of the tables and columns in the Report Builder — ClaudIA and Cloud Chat topics

Last updated on Jul 22, 2026

When to use

  • You are building a report in the new reports and need to understand which tables and columns are available in the ClaudIA and Cloud Chat topics

  • You want to understand what each field means before using it in an analysis

  • You need to identify the right table for a specific analysis (conversations, messages, CSAT, campaigns, agent and team metrics)

About this article

A quick reference of the tables and columns in the new reports module, organized by topic:

  • ClaudIA topic — data from conversations handled by ClaudIA (AI): conversations, messages, generated responses, audit feedback, CSAT, and knowledge base content

  • Cloud Chat topic — operational data from Cloud Chat: conversations, first responses, CSAT, tags, contacts, active outbound sends (campaigns), and daily agent and team metrics

Columns ending in Sk are internal keys used to relate the tables to one another — they are not listed below. The Etl Updated At column, present in several tables, indicates when the record was last updated in the data lake.

ClaudIA topic

1. claudia_conversation

Main table of conversations handled by ClaudIA. Each row is a conversation.

Column Description
Cloudchat Id Identifier (UUID) of the conversation in ClaudIA — it is the link with the Conversation Uuid column of Cloud Chat
Helpdesk Id Identifier of the ticket in the integrated helpdesk (e.g., Zendesk)
Creation Date / Update Date / Close Date Creation, update, and closing dates
Status Class Conversation status
Is N2 Flag Whether the conversation was escalated to human support (N2)
Resolution Level Class Level at which the conversation was resolved (N1 = AI, N2 = human)
Conversation Id Internal conversation identifier
Project Name Project (customer) the conversation belongs to
Application Identifier Class Source channel/application of the conversation
Low Confidence Count Value Low-confidence responses in the conversation
Enlightenment Question Count Value Clarification questions asked by the AI
Resolution Retries Count Value Resolution attempts
Problem Resolved Question Sent Count Value How many times the AI asked whether the problem was resolved
Unanswered Ticket Escalator Count Value Escalations due to lack of response from the customer
Activeintent Class Active intent identified in the conversation
Active Flow Id / Active Flow Session Id Active flow (Eddie) and flow session
Problem Solved Flag Whether the customer confirmed that the problem was resolved
Resolution Reason Reason for resolution/closing
Resolution Reason Refined Refined resolution reason (normalized version)
Tag Name Tag assigned to the conversation
Ab Key Name Key of the A/B test the conversation participated in
Gencx Value GenCX score — automated evaluation of experience quality
Gencx Reasoning Text Justification for the GenCX score
Frustration Score Value / Frustration Class Customer frustration score and classification
Frustration Reasoning Text Justification for the frustration classification
Frustration Score Update Date When the frustration score was updated
Has Rate Limit Error Flag Whether there was a request rate limit error in the conversation

2. claudia_messages

All messages exchanged in ClaudIA conversations.

Column Description
Message Id Message identifier
Project Name Project (customer)
Cloudchat Id Conversation the message belongs to
Sender Role Who sent it (customer, AI, or agent)
Content Text Message content
Send At Send date and time
Private Flag Whether it is a private note (not visible to the customer)
Message Type Message type
Originated From Answer / Originated From Action Response or action that originated the message
Originated From Enlightenment Limit Flag Whether it was originated by the clarification question limit
Originated From User Query Customer question that originated the message
Originated From Class Origin classification
Media Class Media type (text, image, audio, etc.)

3. claudia_prompt_revision

Each row is a response generated by the AI — useful for analyzing ClaudIA's behavior response by response.

Column Description
Prompt Revision Id Identifier of the generated response
Cloudchat Id Conversation the response belongs to
Project Name Project (customer)
Application Identifier Source channel/application
Response Action Class Action decided by the AI (reply, escalate, hold, etc.)
Enlightenment Limit Reached Flag Whether the clarification question limit was reached
Originated From User Query Customer question that originated the response
Response Class Response classification
Created At / Updated At Creation and update dates
Response Raw Final Answer Final response generated by the AI
Conversation Active Flow Id / Conversation Active Session Id Flow (Eddie) and session active at the time of the response
Response Bot Flow Id / Response Bot Session Id Flow and session triggered by the response
Response Used Content Id Main knowledge base content used in the response
Response Used Content Id 1/2/3 Other content considered in the response
Clarification Content Id 1/2/3 Content used in clarification questions
Response Model Reasoning Model reasoning when generating the response
Response Error Message Error message, when generation failed
Frustration Score / Frustration Label / Frustration Reasoning Text Customer frustration at the time of the response

4. claudia_conversation_feedback

Audit feedback for ClaudIA conversations (quality evaluations).

Column Description
Conversation Feedback Id Feedback identifier
Cloudchat Id Evaluated conversation
Project Name Project (customer)
Client Problem Solved Flag Whether the evaluator considered the problem resolved
General Feedback Text General feedback about the conversation
Error Impact Value Impact of the identified error (score)
Conversation Properly Closed Flag Whether the conversation was closed correctly
Conversation Should Scaled To N2 Flag Whether it should have been escalated to N2
Conversation Should Resolved N1 Flag Whether it should have been resolved at N1
Is Tag Correct Flag / Right Tag Name Whether the tag is correct and the suggested tag
Created By Author of the feedback
Created At / Updated At Creation and update dates

5. claudia_csat

CSAT responses for conversations handled by ClaudIA.

Column Description
Csat Id Survey identifier
Project Name Project (customer)
Cloudchat Id Associated conversation
Helpdesk Id Ticket in the integrated helpdesk
Csat Raw Value Raw value of the customer's response
Csat Value Numeric score
Comment Text Customer comment
Creation Date / Collect Date Survey creation and response collection

6. claudia_contents

ClaudIA knowledge base content.

Column Description
Content Id Content identifier
Project Name Project (customer)
Content Title / Content Text / Content Response Text Content title, text, and response
Tag Name Tag applied when the content is used
Is N2 Flag Whether the content directs the conversation to N2
Topic Name Content topic
Content Type Content type
Flow Id Flow (Eddie) triggered by the content, when applicable
Source Metadata Class Content origin
Draft Flag / Disabled Flag / Excluded Flag Whether it is in draft, disabled, or excluded
Created At / Updated At Creation and update dates

Cloud Chat topic

7. cloud_chat_conversations

Main table of Cloud Chat conversations. Each row is a conversation (ticket), already with time and volume metrics consolidated.

Column Description
Conversation Id Internal conversation identifier
Conversation Display Id ID that appears in the conversation URL (e.g., .../app/accounts/1/conversations/{conversation_display_id})
Conversation Uuid Identifier (UUID) of the conversation — it is the link with the Cloudchat Id column of the ClaudIA topic
Account Id / Account Name Associated account
Customer Id / Instance Id Environment (tenant) identifiers
Inbox Id / Inbox Name Inbox (channel)
Team Id / Team Name Assigned team
Assignee Id / Assignee Name / Assignee Email Responsible agent
Agent Type Agent type (human or AI)
Ai Agent Flag Whether the conversation was handled by an AI agent
Contact Id / Contact Inbox Id Associated contact
Campaign Id Campaign that originated the conversation, when applicable
Status Code Status (open, resolved, pending, snoozed)
Priority Code Conversation priority
Tags List List of conversation tags
Csat Value Conversation CSAT score
Csat Sent Flag / Csat Responded Flag Whether the CSAT was sent and answered
Csat Response Submitted At When the CSAT was answered
Created At / Updated At Creation and update dates
Client First Message At Customer's first message
First Reply Created At First reply to the customer
Time To First Response Seconds/Minutes Time to first response
Waiting Since Date Since when it has been awaiting a response
Snoozed Until Date Until when it is snoozed
Contact/Agent/Assignee Last Seen At Last views
Last Activity At Last activity in the conversation
Proactively Initiated Flag Whether it was proactively initiated (active outbound)
Resolved Flag Whether it was resolved
Resolved At / Resolved At Date When it was resolved
Is Conversation Recontact Flag Whether it is a recontact (customer returned within 24h)
Minutes To Solve / Working Minutes To Solve Time to resolution (elapsed and in business hours)
Minutes Waiting / Working Minutes Waiting Time awaiting a response (elapsed and in business hours)
Minutes In Service / Working Minutes In Service Time in service (elapsed and in business hours)
Messages Sent/Received In Conversation Messages sent by support and received from the customer
Contact Custom Fields / Conversation Custom Fields Contact and conversation custom fields

8. cloud_chat_conversations_first_reply_metrics

Detailed first-response metrics per conversation, including the first human response after AI handoff.

Column Description
Conversation Id / Conversation Display Id Conversation identifiers
Customer Id / Instance Id / Account Id Environment and account identifiers
Inbox Id / Inbox Name Inbox (channel)
Assigned Team Id / Assigned Team Name Assigned team
Conversation Created At Conversation creation
Client First Message At Customer's first message
First Reply Created At First reply to the customer (AI or human)
First Responder Id/Name/Type Who gave the first response and whether it was AI or human
Time To First Response Seconds/Minutes Time to first response
Human Handoff At When the conversation was transferred from AI to human
Human First Reply Created At First human response
First Human Responder Id/Name First human agent to respond
Time To First Human Response After Handoff Seconds/Minutes Time between the handoff and the first human response

9. cloud_chat_csat

CSAT responses for Cloud Chat conversations, already enriched with agent, team, inbox, and contact.

Column Description
Conversation Id / Conversation Display Id Conversation identifiers
Customer Id / Instance Id / Account Id Environment and account identifiers
Conversation Created At Conversation creation
Response Submitted At When the customer answered the survey
Csat Value Customer score
Feedback Message Customer comment
Tags List Conversation tags
Assigned Agent Id / Assigned Agent Name Assigned agent
Inbox Id / Inbox Name Inbox (channel)
Team Id / Team Name Assigned team
Contact Id/Name/Phone Number Contact who answered

10. cloud_chat_conversations_tags

Tags applied per conversation — each row is a tag applied to a conversation.

Column Description
Conversation Id / Conversation Display Id Conversation identifiers
Customer Id / Instance Id / Account Id Environment and account identifiers
Conversation Created At Conversation creation
Tag Name Name of the applied tag
Tagged At When the tag was applied
Assignee Name / Inbox Name / Team Name Agent, inbox, and team of the conversation

11. cloud_chat_conversations_custom_fields

Custom fields filled in per conversation — each row is a custom field of a conversation. It complements the Conversation Custom Fields column of the cloud_chat_conversations table (item 7), which brings the fields as a single blob: here each field becomes a row, ready to filter and pivot.

Column Description
Conversation Id / Conversation Display Id Conversation identifiers
Customer Id / Instance Id / Account Id Environment and account identifiers
Conversation Created At Conversation creation
Conversation Custom Field Name Name of the custom field
Conversation Custom Field Value Value filled in the field
Custom Field Updated At When the field value was last updated
Custom Attribute Id Identifier of the custom field definition in Cloud Chat
Assignee Name / Inbox Name / Team Name Agent, inbox, and team of the conversation

12. cloud_chat_tags

Catalog of tags registered in the account.

Column Description
Tag Id Tag identifier
Customer Id / Instance Id / Account Id Environment and account identifiers
Tag Name / Tag Description Tag name and description
Created At / Updated At Creation and update dates

13. cloud_chat_contacts

Contacts (end customers) registered in Cloud Chat.

Column Description
Contact Id Contact identifier
Customer Id / Instance Id / Account Id Environment and account identifiers
Contact Name / Middle Name / Last Name Contact name
Contact Email / Contact Phone Number Email and phone
Identifier External contact identifier (e.g., ID in your system)
Contact Type Contact type
Location / Country Code Location
Additional Attributes / Custom Attributes Additional and custom attributes
Blocked Flag Whether the contact is blocked
Last Activity At Last activity
Created At / Updated At Creation and update dates

14. cloud_chat_outbound_events

Active outbound events (campaigns and proactive sends) — each row is a send to a contact, with the full delivery trail.

Column Description
Customer Id Environment (tenant) identifier
Conversation Id / Conversation Display Id Conversation generated by the send
Inbox Id / Inbox Name Inbox (channel) of the send
Campaign Id / Campaign Name Campaign that originated the send
Campaign Audience Name Campaign audience
Outbound Source Type Send origin (campaign, API, single send)
Created At Event creation
Message Sent Flag / Sent At Whether the send was completed and when
Message Received Flag / Received At Delivery confirmation to the device and when
Message Read Flag / Read At Read receipt and when
Message Replied Flag / Replied At Whether the recipient replied and when
Error Code / Error Category Error code and category, when the send fails

15. cloud_chat_outbound_events_funnel_chart

Aggregated view of active outbound sends in funnel format (sent → received → read → replied), ready for charts.

Column Description
Customer Id Environment (tenant) identifier
Event Created At Event date
Campaign Name / Campaign Audience Name Campaign and audience
Inbox Name Inbox (channel)
Stage Name Funnel stage (sent, received, read, replied)
Event Count Number of events in the stage

16. cloud_chat_agent_metrics

Daily metrics consolidated per agent — one row per agent per day.

Column Description
Agent Id / Agent Name Agent
Customer Id Environment (tenant) identifier
Metric Date Reference date of the metrics
Tickets Created Assigned Tickets created assigned to the agent on the day
Tickets Resolved Assigned Tickets resolved by the agent on the day
Sum (Working) Minutes To Solve Sum of resolution times (elapsed and in business hours)
Sum (Working) Minutes In Service Sum of times in service (elapsed and in business hours)
Sum (Working) Minutes Waiting Sum of waiting times (elapsed and in business hours)
Tickets Resolved With Recontact 24h Resolved tickets in which the customer returned within 24h
Csat Responses / Csat Positive Responses CSAT responses received and positive
First Reply Tickets Count / Sum First Reply Minutes Tickets with the agent's first response and sum of times
First Reply After Handoff Tickets Count / Sum First Reply After Handoff Minutes Tickets with the first human response after AI handoff and sum of times

To calculate averages (e.g., average resolution time), divide the sum column by the corresponding count — e.g., Sum Minutes To Solve ÷ Tickets Resolved Assigned.

17. cloud_chat_team_metrics

The table is identical to cloud_chat_agent_metrics, with the following difference:

The metrics are aggregated by team (Team Id / Team Name) instead of by agent — one row per team per day.

Cross-referencing ClaudIA and Cloud Chat

The tables of the two topics connect through the conversation: the Cloudchat Id column (ClaudIA topic) corresponds to the Conversation Uuid column (Cloud Chat topic). This relationship is already configured — when building an analysis, just combine fields from both sides.

Notes