Analytics
Data export
Export your Lumen analytics and ticket data 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
- Escalation count
- Deflection rate
- Average response time
Exporting ticket data
- Go to Apps → Lumen → Tickets.
- Click Export at the top of the page.
The ticket export can include:
- Session timestamp
- Customer messages
- Lumen responses
- Order numbers referenced
- Whether the session was escalated
- Sentiment score (Pro+ only)
Data retention
Conversation and ticket data is retained according to Lumen's data handling policy. After the retention window, data may be deleted automatically.
If you need to retain conversation data for your own records, export it regularly and store it according to your store's privacy policy.
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