Export Reports

Active Users

Know the number of end users, when they use your app, and how often by downloading the Active users report. This report displays end users’ whose latest login to Banno Apps occurred during the report’s date range as shown in the Latest Mobile Use and Latest Online Use columns.

Signups

Know the number of end users and when they initially started using your app by downloading the Signups report. This report displays end users who logged into a Banno App for the first time during the reports’s date range as shown in the Activation column.

Login audit

Know whether or not (and when) end users successfully login to your app by downloading the Login audit report. The Login audit report offers up to six months of end user logins prior to the date the export is requested. This report displays end users who logged into a Banno App (or attempted to) during the report’s date range as shown in the When column. It also shows the status of each successful and attempted login in the Progress column.

Enrollments

Know when end users successfully enrolled or attempted enrollment in your app by downloading the Enrollments export. As an end user enrolls, they go through a series of steps that includes providing personal identification information in the New user enrollment window, verifying a 2FA code, and creating a username and password. They might successfully enroll, encounter an issue, or abandon the process, and this export shows the status of each enrollment in the Progress column.

What do the exported fields mean?

Based on the export selected and data available, several of the following fields are shown in the report. In alphabetical order, the possible fields for Engagement reports include:[^2]

Account number

The account number for the account used to enroll in digital banking.

Activation

The date and time an end user successfully logged into your app for the first time.

Activity

The number of times an end user logged in to your app.

CIF

The Customer Information File (CIF) number assigned to end users whose banking institution uses Silverlake, CIF 20/20, or Core Director.¹ This field does not apply to credit union customers and displays as an empty value.

Email

The email address associated with the end user using your app.

Enrolled in App

The date and time the end user first logged on to Banno Mobile.

First name

The first name of the end user logged in to your app. For end users with Business as their User Type, the field is blank.¹

IP Address/IP

A series of numbers identifying the device from which an end user logged in or enrolled in digital banking.

Last Approval Request

The date and time when the end user last enrolled in RDC.

Last name

The last name of the end user logged in to your app.¹ For end users with Business as their User Type, their first name also displays in the field. If a last name displays repeatedly, end users tied to the account have different usernames from one another.

Last Updated

The date and time when the last status (progress) update occurred for the end user in the digital banking enrollment process.

Latest Mobile Use

The most recent date and time an end user logged into Banno Mobile during the export’s date range. If this field is not applicable (empty) for all end users in the export, the column doesn’t display.

Latest Online Use

The most recent date and time an end user logged into Banno Online during the export’s date range. If this field is not applicable (empty) for all end users in the export, the column doesn’t display.

NetTeller ID

An end user’s assigned digital banking ID for NetTeller.¹ The formatting of this field varies depending on the program used to view the CSV. If the field does not appear correctly, or if it shows the same NetTeller ID for each end user, try increasing the column width or changing the column format to number and making sure the number of decimal places is set to zero. Not every institution has NetTeller IDs assigned to end users, because some institutions migrated to Jack Henry without ever using NetTeller. Other institutions transitioned away from not using NetTeller, so end users may or may not have an ID. If this field is not applicable (empty) for all end users in the export, the column doesn’t display.

Phone

The phone number associated with the end user who logged in to your app.

Progress (Enrolled users export)

The recorded status of where the end user is in the digital banking enrollment process. Listed in alphabetical order, possible statuses include:

2FA failure

2FA authentication failed due to an issue with the third-party that provides the 2FA code.

2FA incorrect code

The end user submitted an incorrect 2FA code.

2FA success

The end user successfully verified a 2FA code, but they didn’t create their username and password credentials.

Enrolled

The end user successfully completed the enrollment process.

Episys failure

Enrollment was unsuccessful because of a call issue to core. For credit unions, this could include an invalid username.

Failed to get if the CU is in memo mode

This status applies to credit unions only. The call to SymXchange failed, and it’s not determined if the institution was in memo mode or not.¹

Institution not found

The institution ID doesn’t exist.

Invalid credentials

The end user successfully submitted personal identification credentials, verified a 2FA code, and had already submitted a username and password for registration in the core. However, the submitted username and/or password login credentials didn’t satisfy the institution’s rules for usernames and passwords. One rule example includes the password needing to be at least eight characters long for security purposes, but the end user submitted a password with five characters.¹

Lookup authentication failure

The end user requested the 2FA code to resend, but the call to the third-party 2FA code provider failed.

Lookup success

The end user successfully provided matching personal identification information, but didn’t verify a 2FA code. For credit unions, this could include a changing dynamic IP address as they attempted to verify a 2FA code.

Netteller failure

Enrollment was unsuccessful because of an issue with NetTeller.

Not authenticated

Enrollment was unsuccessful due to an error in the authentication process. This can also occur when a step in the process is performed out of order.

Phone number doesn’t match

The end user attempted enrolling with a phone number that doesn’t match the phone number in core.

Server failure

Enrollment was unsuccessful as a result of an issue with the server.

The CU is in memo mode

This status applies to credit unions only. The end user attempted to enroll during memo mode, and they need to wait until the institution is out of memo mode to enroll.¹

The user is too young

The end user’s age didn’t meet the minimum age as determined by the institution.¹

The user’s age is not found

Core was unable to determine the end user’s age.

The user’s symx member number is invalid

The end user used an invalid member number, such as a wrong format.

Too many attempts

The report only shows this progress status for credit unions, because banks have a similar rate-limiting feature already implemented in the NetTeller-BSL. Over the 48-hour period preceding the attempt, there were too many attempts to initiate an enrollment. These may have been either too many attempts using the same Social Security Number (a.k.a. Tax Identification Number) or from the same IP Address. For security reasons, Banno Apps incorporate a rate-limiting feature, intended to prevent a malicious user who may get hold of the SSN from impersonating the end user and taking control of their account by enrolling.

Unknown error

A generic status for an unsuccessful enrollment we couldn’t identify.

User already enrolled

The end user is already enrolled, or they submitted a TIN/account number pair that’s already enrolled.

User is restricted from enrollment

The institution restricted the end user from enrolling.¹

User not in core

The end user provided incorrect personal identification information that core didn’t recognize.

Progress (Login audit export)

The recorded status each time Banno authenticates an end user’s login or attempted login to Banno Apps. Except for Success, all statuses indicate the end user unable to login in. Listed in alphabetical order, possible statuses include:

Cash Management Access Denied

The Cash Management user attempted logging in with the incorrect username.

Cash Management Held

The Cash Management user was prevented from logging in because they’re in a held status.¹

Cash Management Not Supported

An institution doesn’t support Cash Management and the CM user attempted logging in.

Customer Not Found

This status applies to banks only. The Business Services Layer didn’t recognize the end user’s ID.

Dormant

The end user’s account was dormant.¹

Error

There was an authentication issue on the server.

Invalid Credentials

The end user provided an incorrect username or password.¹

Locked

The end user’s account was locked.¹

Member Number Changed

The end user’s account number (member number) and username no longer match. This can happen to credit union members who are registered in Banno—have used Banno at least once—with a given username and member number, or a member has had either their username or member number modified.[^]

No Valid Account

This status applies to banks only. The end user’s account status was inactive (not valid) in core.

Outside Allowable Time

A Cash Management user attempted logging in outside an allowable time. CM Users can have allowable times set to login to an account, so the CM user needs to talk with the account owner and have the allowable time adjusted.¹

Service Unavailable

While this status is rare, the end user attempted logging in to their digital banking account for the first while core was unavailable or offline.

Success

The end user provided a valid username and password and successfully logged in to the Banno App.

Too Many Attempts

The end user attempted too many incorrect logins on the same day.

Unknown IP Address

When an institution has configured IP restrictions in NetTeller Back Office and the Cash Management user attempts logging in from an IP Address affected by the restrictions.¹ It only applies to logins with a password (not mobile syncs). This status could also occur when the BSL doesn’t recognize the IP Address.

Started

The date and time when the end user started enrolling in digital banking.

TIN

The last four digits in the end user’s Taxpayer Identification Number (TIN).

Username

An end user’s digital banking username.

User type

Individual or Business differentiates between consumer and Cash Management users. Individual indicates consumers and Business indicates Cash Management users.

When

The date and time of every login and attempted login to Banno Apps during the export’s date range. Times are reported using the time zone set for your institution.

FAQ

Engagement exports help you know who, when, and how often end users sign-in to your app or enroll in digital banking.

Potentially compromised

Know when an end user’s account might have been compromised by downloading the Potentially compromised report. If credential stuffing was detected, this report displays end user information where a username and password were successfully entered, but completing 2FA to log in was unsuccessful—likely due to inaccessibility to the end user’s device that received the 2FA code.

Unverified 2FA

Know when an end user’s account might have been compromised by downloading the Unverified 2FA report. If an institution requires end users to enroll in 2FA using a phone number matching core, this reports displays end user information when they submit a phone number that doesn’t match core. When an end user hasn’t enrolled in 2FA before and is prompted to, entering a mismatched phone number to receive a 2FA code can occur in one of the following scenarios:

• Account enrollment
• Account login
• Account recovery

What do the exported fields mean?

Based on the export selected and data available, several of the following fields are shown in the report. In alphabetical order, the possible fields for Security reports include:[^2]

Auth Method

This field is no longer used and will be removed from the report with the next release.

Challenge type

After the end user successfully entered their username and password, they were prompted to complete one of the following challenges before logging in to the app: verify 2FA (most common challenge type), set up security questions, change username, change password, or no challenge was given and the user was allowed to login.

CIF #

The Customer Information File (CIF) number, Epysis account number, or Epysis member number displays. This field does not apply to credit union customers and displays as an empty value.[^3]

Default Delivery Method

This field is no longer used and will be removed from the report with the next release.

Device ID

An identification number generated by Banno to tag the device used for login.

E-mail

The email address associated with the username and password used for attempting login(s).

Enrollment Email

This field is no longer used and will be removed from the report with the next release.

Enrollment Phone

The phone number the end user used to enroll for 2FA.

IP

A series of numbers identifying the network IP address of the end user or attacker that attempted logging in.

Login timestamp

The date and time in which the username and password were successfully entered.

Netteller ID

An end user’s assigned digital banking ID for NetTeller associated with the username and password used for attempting login(s). [^3] The formatting of this field varies depending on the program used to view the CSV. If the field does not appear correctly, or if it shows the same NetTeller ID for each end user, try increasing the column width or changing the column format to number and making sure the number of decimal places is set to zero. Not every institution has NetTeller IDs assigned to end users, because some institutions migrated to Jack Henry without ever using NetTeller. Other institutions transitioned away from not using NetTeller, so end users may or may not have an ID. If this field is not applicable (empty) for all end users in the export, the column doesn’t display.

Phone

The phone number in the core associated with the username used for attempting login(s).

Rate limited count

The number of times an end user attempted to login with the username and password from the IP address. The higher the number, the more likely credential stuffing occurred.

Timestamp

The time and date the username and password were successfully entered.

User ID

The Banno ID associated with the end user’s username and password used for attempted login(s).

Username

An end user’s digital banking username used for attempted login(s).

FAQ

Conversations reports help provide an overview of support engagement. Depending on rules added in the Rule management settings, some agent interactions might occur automatically. These reports record and capture data from cases created by conversations. Cases created by web form submissions are not included in the reports.

All agents

Review support agent analytics by downloading the All agents report. This report displays support agents who are considered active because they engaged with at least one conversation in one of the following ways during the requested export date range:

• Assigned to or unassigned from a case.
• Changed a case’s status to Closed.
• Added an internal note in a conversation.
• Sent the end user a message in a conversation.
• Sent the end user an Image or file in a conversation using the Attach something functionality.
• Sent the end user a prompt from the Attach something functionality in the conversation. Prompts include attaching a Transaction list, Accounts list, or Payments list.
• Sent the end user a form using Form in the Attach something functionality.

All conversations

Gain insight into case support for individual conversations by downloading the All conversations report. For a conversation to be included in the report, one of the following instances occurred during the requested export date range:

• A support agent was assigned to or unassigned from a case.
• A support agent or end user sent a message in the conversation.
• A support agent or end user sent an Image or file in the conversation using the Attach something functionality.
• An end user sent a transaction, account, or payment, or they responded to a prompt that a support agent sent from the Attach something functionality in the conversation. Prompts include Transaction list, Accounts list, or Payments list.
• The support agent sent the end user a Form to be completed using the Attach something functionality.
• The end user submitted a completed form that a support agent sent using Form in the Attach something functionality.
• A support agent added an internal note in the conversation.
• The end user responded with a message or attachment to a Closed case less than three days after closing, and the status changes to Pending.
• The support agent changed the case’s Status to Pending using the status dropdown.
• The support agent changed the case’s Status to Open using the status dropdown.
• The support agent opened a conversation by sending a message or an attachment using the Attach something functionality.
• The end user reopened a conversation by sending a message or an attachment.
• A support agent changed the conversation’s status to Closed.

What do the exported fields mean?

Based on the report, data available, and selected export date range, the following fields display in the report. In alphabetical order, the possible fields for Conversations reports include:

Assignee(s)

Every support agent that has ever been assigned to the case. If the field’s empty, the case has yet to be assigned.

Average duration (seconds)

The average time it took an agent to resolve a case. The field takes the cumulative number of seconds a case was open divided by the total number of cases replied to first and closed. If a case has been closed five times, it only considers the last time the case was closed. If a conversation has never been closed, the export time range is used to calculate the duration. If an agent wasn’t the first to respond to a conversation but was later assigned the case, the agent’s included in the report but 0 displays in the field. Note: This field takes into account an institution’s business hours set in Support hours and Holidays and closures.

Average reply time (seconds)

The average time it took an agent to respond to a conversation. The average reply time is calculated by taking the cumulative number of seconds for all conversations it took for the agent to respond divided by the total number of conversations that the agent replied to. Every time a case is renewed, each renewal counts as a “new” conversation with its own response time. An agent must be the first to respond for a response time to apply. If an agent responds to zero conversations but was later assigned a case or cases, the agent’s included in the report but 0 displays in the field. Note: This field takes into account an institution’s business hours set in Support hours and Holidays and closures.

CIF

The Customer Information File (CIF) number of the end user who started the conversation. The CIF number is assigned to end users whose banking institution uses Silverlake, CIF 20/20, or Core Director.¹ This field does not apply to credit union customers and displays as an empty value.

Conversation closed

The date and time the support agent closed the conversation. If a conversation was closed multiples times, the last closing date displays. If a case is still open, n/a displays.

Conversations closed

The total number of times the support agent set a case’s Status to Closed. If an agent repeatedly closes the same case, each closing counts as one time.

Conversation ID

A unique identifier assigned to a conversation and displays after /conversations/ in the conversation’s URL. (ex. 82e1de64-e346-44d5-948d-c9a85b4d562a). When multiple organization users are involved in a single conversation, you can easily de-dupe your data using the Conversation ID.

Conversation start

The date the end user initiated the conversation.

Duration (seconds)

The time between when a conversation started and when the support agent last closed it. If a support agent responded outside business hours, 0 displays. If a case is renewed multiple times in the export date range, this field calculates when the conversation was first started and the last time it was closed. If a case hasn’t been closed during the export date range, duration is calculated using the end of the export date range. This field takes into account an institution’s business hours set in Support hours and Holidays and closures.

Email
(All agents)

The support agent’s email address.

Email
(All conversations)

The email address of the end user who initiated the conversation.

First name
(All agents)

The support agent’s first name.

First name
(All conversations)

The first name of the end user who initiated the conversation.

Last name
(All agents)

The support agent’s last name.

Last name
(All conversations)

The last name of the end user who initiated the conversation.

NetTeller ID

If applicable, the NetTeller ID of the end user who started the conversation. This is the end user’s assigned digital banking ID for NetTeller.¹ Not every institution has NetTeller IDs assigned to end users, because some institutions migrated to Jack Henry without ever using NetTeller. Other institutions transitioned away from not using NetTeller, so end users may or may not have an ID. If this field is not applicable (empty) for all end users in the export, the column displays with with n/a for fields without an ID.

Organization ID

A unique ID assigned to an organization. The field populates when an end user starts a conversation between other end users and the financial institution.

Origination

Online or Mobile displays and indicates from which app the end user initiated the conversation.

Phone

The phone number of the end user who started the conversation.

Time to first reply (seconds)

The time it took a support agent to respond to the conversation. If a conversation’s waiting on a support agent’s initial response, n/a displays. If a case is renewed multiple times in the export date range, the field calculates when the conversation first started and the last time it was closed. If a support agent responded outside business hours, 0 displays. This field takes into account an institution’s business hours set in Support hours and Holidays and closures.

Total conversations assigned

The total number of times the support agent was assigned to a case. If an agent’s repeatedly assigned to the same case, each assignment counts as one time.

User type

Individual or Business differentiates between consumer and Cash Management users. Individual indicates consumers and Business indicates Cash Management users.

FAQ