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Data Export

Coming Soon

This feature is currently under development. Documentation will be updated as the feature becomes available.

Overview​

Data Export provides administrator-level access to raw data across all channels (Voice, Email, Chat, etc.) for compliance, auditing, and integration purposes.

Access Restriction

This feature is restricted to Manager and Administrator roles (may become Admin-only in future releases). Agents cannot export data.

Why We Restrict Data Exports​

Export capabilities are limited to Manager+ roles for critical business and security reasons:

1. Data Security & PII Protection​

Call logs contain sensitive information:

  • Customer phone numbers
  • Personal identifying information (PII)
  • Potentially regulated data (health info, financial details)

Bulk export access increases risk of unauthorized data exposure. Agents don't need this level of access for their daily work.

2. Competitive Intelligence Protection​

Your call database is valuable business intelligence:

  • Customer contact information
  • Call patterns and engagement data
  • Strategic business relationships

Limiting export access prevents scenarios like a departing agent exporting your entire customer database before leaving the company.

3. Regulatory Compliance (GDPR/CCPA)​

Restricting data exports demonstrates compliance with data minimization principles:

  • Only authorized personnel access sensitive data
  • Reduced attack surface for data breaches
  • Clear data governance controls
  • Easier to defend in regulatory audits

4. Business Value Protection​

This data is gold - it's strategic business intelligence, not operational data agents need for daily tasks:

  • Customer insights and trends
  • Performance benchmarks
  • Revenue-generating contact lists
  • Competitive advantages

5. Audit Trail & Accountability​

Limiting exports to managers/admins makes it easier to:

  • Track who exported what data and when
  • Investigate potential data misuse
  • Maintain chain of custody for compliance
  • Respond to security incidents

Bottom line: Data export is a privileged operation requiring business justification and oversight.

Planned Capabilities​

Channel Data Export​

Voice Channel:

  • Export complete call history with metadata
  • Download call recordings in original format
  • Export transcripts in text or JSON format
  • Filter by date range, queue, agent, or phone number

Email Channel (coming soon):

  • Export email threads and messages
  • Include attachments and metadata
  • Filter by date, sender, recipient, or subject

Chat Channel (coming soon):

  • Export chat conversations and transcripts
  • Include participant information and timestamps
  • Filter by date range, agent, or customer

Export Formats​

  • CSV: Spreadsheet-compatible, easy to analyze
  • JSON: Structured data for API integrations
  • Excel: Rich formatting with multiple sheets
  • PDF: Formatted reports (coming soon)

Universal Export Features​

  • Filter by date range
  • Filter by channel (Voice, Email, Chat)
  • Filter by agent/user
  • Bulk export capabilities for large datasets
  • Scheduled exports (coming soon)
  • API-based export access (coming soon)

Use Cases​

  • Compliance Audits: Export all calls for regulatory review
  • Legal Discovery: Retrieve specific call records for litigation
  • Data Portability: Migrate data to another system
  • Custom Analytics: Analyze raw data in external tools
  • GDPR/CCPA Requests: Fulfill data subject access requests

Interested in beta access? Contact your account representative to learn more.