Datafeed Service

The Datafeed Service is a self-serve data extraction tool that enables users to create, configure, schedule, and download structured data exports from the IX Hello Reporting warehouse. It is accessed via the hamburger menu (≡) in the upper-right corner of the portal by selecting "Datafeed."

Business Value: The Datafeed Service reduces engineering dependency by allowing analysts, operations managers, and customer success teams to extract reporting data on-demand or on a recurring schedule. Data is exported as CSV files, ready for import into external tools such as Excel, Google Sheets, or BI platforms. This is a foundational capability for the Phase 1 REST API Data Feed and sets the stage for full BI tool integration (DOMO, Power BI, Tableau).

1. Datafeed Service Interface

The Datafeed Service has its own dedicated interface, separate from the Basic Dashboard and Conversation Viewer.

Figure 1 — Datafeed Service main screen: Data Extracts list view

1.1 Header Bar

The header displays the Datafeed Service title with a product selector dropdown (same options as the main portal: IXHello - Employee, IXHello - Customer v1, IXHello - Customer v2). The current user’s name is displayed on the right side of the header.

1.2 User Menu

Clicking on the username in the upper-right reveals a dropdown menu with three options:

Figure 2 — User menu dropdown

Option	Description
Viewer	Navigates back to the Conversation Viewer in the main reporting portal.
About	Displays version and product information for the Datafeed Service.
Sign Out	Ends the current session.

1.3 Side Navigation Panel

The left side of the Datafeed interface features a collapsible navigation panel accessed via a hamburger menu icon. When expanded, it reveals three primary functions:

Figure 3 — Datafeed side navigation panel

Option	Description
Create Data Extract	Opens the extract creation wizard to configure and generate a new data export.
Data Extracts	Displays the list of all previously created extracts, showing their status, size, and download actions. This is the default view.
Schedules	Manages scheduled (recurring) data extracts. View, edit, or delete periodic extraction schedules.

1.4 Data Extracts List

The main content area displays a data grid listing all existing extracts with the following columns:

Column	Description
Extract Name	The system-generated name combining user’s extract name, type, date range, and sequence (e.g., "ixHelloExtract1_P_RunOnce_2026-03-17-07-00-00-000_2026-04-06-07-00-0").
Owner	The username of the person who created the extract.
Last Modified	Date and time the extract was last updated.
Type	Visibility type: "private" (creator only) or "shared" (accessible to other users).
Size	File size of the generated export (e.g., "793 KB").
Action	Action buttons including a delete icon (red trash) and a download icon (blue arrow) for retrieving the CSV file.

The grid includes column-level filter icons, a refresh button, pagination controls (Page Size: 10, page navigation), and bulk selection checkboxes.

Figure 4 — Completed data extract in the list view with download action

2. Creating a New Data Extract

The data extract creation process follows a multi-step wizard that guides users through naming, configuring, selecting templates and fields, applying filters, and verifying the extract before execution.

2.1 Step 1 — Extract Name and Type

Step 5 : Name the extract and choose type/period

The first step requires three configuration choices:

Extract Name: A user-defined name for the extract (e.g., "ixHelloExtract1"). Names can contain letters, numbers, spaces, dashes, and underscores only.

Extract Type: Two options are available:

Type	Description
Scheduled Periodic Data Extract	Creates a recurring extraction that runs automatically on a defined schedule. When selected, an additional period selector appears with three frequency options: Daily Extract, Weekly Extract, or Monthly Extract.
Immediate Data Extract	Creates a one-time extraction that runs immediately upon creation. When selected, a date range picker appears allowing the user to define the exact start and end timestamps for the data window.

2.2 Immediate Extract — Date Range Configuration

Figure 6 — Immediate extract configuration with date range

For immediate extracts, the user specifies a date range for the data to extract (e.g., "04/05/2026 12:00 AM - 04/06/2026 12:00 AM" for a single day, or "03/17/2026 12:00 AM - 04/06/2026 12:00 AM" for a 20-day range). Two additional options are available:

Option	Description
Shared	When checked, the extract becomes visible and downloadable by other users in the organization. When unchecked, the extract remains private to the creator.
Zip Extract	When checked (default), the output CSV file is compressed into a ZIP archive to reduce file size for large extracts.

2.3 Step 2 — Template and Field Selection

After clicking Next, the user selects a data template that defines the structure and available fields for the extract.

Figure 7 — Template selection and field configuration

Pick Extract Template: A dropdown providing predefined templates, each designed for a specific type of reporting data. Available templates include:

Template	Data Content
InteractionDetails	Interaction-level data: Contact ID, timestamps (UTC and local), Collect State, Result, Choice, and additional interaction fields.
ContactDetails	Conversation-level data: contact metadata, timestamps, channel, disposition, duration.
TransferDetails	Transfer-specific data: transfer type, destination, reason, timing.
CheckpointDetails	Conversation flow checkpoint data: nodes reached, state transitions.
TMSContactCounts	Aggregated contact count summaries.
DistinctIntentsWorksheet	Intent recognition data (IVA platform).
GoalDetails	Goal achievement data (IVA platform).
IntentDetails	Detailed intent classification data (IVA platform).

After selecting a template, the wizard displays all available fields as a checklist. Each field has a checkbox (all selected by default) and a drag handle for reordering. Users can deselect fields they don’t need to reduce the output size and customize the extract to their specific requirements.

In the sample, the Interaction Details template shows fields including: Contact ID, Input Start Time UTC, Input Start Time local, Collect State, Result, Choice, and more (24 fields total).

2.4 Filter Editor

At the bottom of the field selection step, an optional Filter section allows users to apply data filters to narrow the extract results.

Figure 8 — Filter Editor: conditional data filtering

2.5 Step 3 — Verify Extract Details

Before execution, the wizard presents a verification summary of all configured settings for review:

Figure 9 — Verify Extract details before creation

Field	Sample Value
Schedule Name	ixHelloExtract1
Data Start Time	Tue Mar 17 2026 00:00:00 GMT-0700
Data End Time	Mon Apr 06 2026 00:00:00 GMT-0700
Timezone	America/Chicago
Zip Output	true
Shared	false
Template	InteractionDetails
Fields	all 24 fields
Filters	No filter Specified

The user can click Previous to modify any settings, Cancel to abort, or Create Extract to execute the extraction.

2.6 Extract Processing

After clicking Create Extract, a loading spinner is displayed while the system processes the extraction request. The system queries the Redshift data warehouse, applies the selected template, fields, filters, and date range, and generates the output file.

Figure 10 — Processing spinner during extract creation

Once processing completes, the user should refresh the Data Extracts list to see the newly created extract with its file size and download action.

3. Downloading and Using Extract Data

Completed extracts appear in the Data Extracts list with their full details. Clicking the download icon (blue arrow) in the Action column downloads the CSV file (or ZIP archive if that option was selected).

Figure 11 — Sample CSV extract opened in a spreadsheet: InteractionDetails template

3.1 CSV Output Structure

The downloaded CSV file contains one row per data record with columns matching the selected template fields. For the InteractionDetails template, the columns include:

Column	Description
Contact ID	Unique conversation UUID.
Contact Start / Contact Start (local)	Conversation start timestamp in UTC and local timezone formats.
Contact End / Contact End (local)	Conversation end timestamp in both formats.
Duration(ms)	Conversation duration in milliseconds for precise measurement.
Channel	Communication channel (e.g., "Web-Chat").
Contact Type	Classification of the contact (e.g., "nlu-text").
Direction	Whether the contact was Inbound or Outbound.
User Endpoint / System Endpoint	ANI and DNIS identifiers (may show "***" when masked for privacy).
Contact Disposition	How the conversation ended (e.g., "Timeout", "ABANDON", "AppDisconnect").
Service Disposition	The assistant-determined disposition outcome.
Service	The assistant/service name that handled the conversation.
Stage	Deployment environment (e.g., "QAE" for QA Environment).
Location	Infrastructure location (e.g., "us-east-1").
Recording File / User	Additional metadata fields for audio recordings and user identification.

Business Value: CSV exports enable organizations to perform offline analysis in tools such as Excel, Google Sheets, Python/R notebooks, or import data into external BI platforms. The self-serve nature eliminates the need for engineering tickets and accelerates time-to-insight. Scheduled extracts automate recurring reporting workflows, ensuring stakeholders always have fresh data available.

Security Note: User Endpoint (ANI) fields may display "***" in the CSV output, indicating that Personally Identifiable Information (PII) has been masked. This is consistent with the platform’s privacy-safe reporting approach, with full PII redaction capabilities planned for Release 1.7 via Presidio integration.