Analytics
Data export
Export your Lumen analytics and chat history as CSV files.
Export your data for reporting, analysis, or record-keeping.
Exporting analytics data
- Go to Apps → Lumen → Analytics.
- Select your desired time period.
- Click the Export CSV button.
The exported file includes:
- Date
- Total conversations
- Order lookups
- Escalation count
- Deflection rate
- Average response time
Exporting chat history
- Go to Apps → Lumen → Chat History.
- Click Export at the top of the page.
The chat history export includes:
- Session timestamp
- Customer messages
- Lumen responses
- Order numbers referenced
- Whether the session was escalated
- Sentiment score (Pro+ only)
Data retention
Chat history is available for export for 90 days. After 90 days, sessions are automatically deleted as part of Lumen's privacy policy.
If you need to retain conversation data longer than 90 days, export it regularly using the CSV export feature.
Exported CSV files may contain customer email addresses if they were shared during the conversation. Handle these files according to your store's privacy policy and applicable data protection regulations.
Using exports with other tools
The CSV format is compatible with:
- Spreadsheet tools — Google Sheets, Excel, Numbers
- Business intelligence — Import into tools like Looker, Metabase, or Google Data Studio
- Helpdesk reporting — Combine with your support ticket data for a complete picture of support volume