Reporting metrics

  • Messaging
  • Chat

The Conversational Cloud uses a large amount of metrics to provide insightful and detailed reporting.

The Analytics Builder offers brands ready-made dashboards reflecting historic data drawn from their LivePerson Conversational Cloud account activity. These dashboards allow brands to monitor and optimize contact center operations, increase conversions through campaigns and enact data-driven decisions. All the data metrics available in the Analytics Builder, with their definition and location within the different dashboards can be found in the table below.

We also have real-time data to give you an overall picture of how your contract center is performing at any given time. 

For all the data API's please see our Developer Center.

More information on the Analytics Builder can be found here.

More information on the Messaging dashboards can be found here.

More information on the Live Chat dashboards can be found here.

The table below outlines all of the data metrics available in the Analytics Builder, with their definition and location within the different dashboards.

Metrics list

Analysis Type
Channel
Dashboard
MetricAnalysis TypeChannelDescriptionDashboardFiltered ByFormula (Optional)
Answer CountSurveysChatThe Number Of Times The Answer Is Submitted To The QuestionAgent ActivityAgent Group Skill-
Answer RateSurveysChatThe Percentage (%) Of Answers To The Question Out Of The Number Of Consumers That Answered The QuestionAgent ActivityAgent Group SkillAnswer Count / Answered Questions
Answered QuestionsSurveysChatThe Number Of Times A Question Was Answered. Choosing More Than One Answer In Multiple Choice Questions (Such As With Multiple Check Boxes) Counts As A Single AnswerAgent ActivityAgent Group Skill-
Answered Questions CsatSurveysChatThe Number Of Consumers That Answered A Csat QuestionAgent ActivityAgent Group Skill-
Avg. Chat LengthAgent ProductivityChatAverage Time ([H]:mm) From When Consumers Were Connected To An Agent Until The Chat Engagement Window Was ClosedAgent ActivityAgent Group Skill Engagement Campaign LobCumulative Engaged Chat Time / Connected Chats
Avg. Interactive Chat LengthAgent ProductivityChatAverage Time ([H]:mm) From When Consumers Were Connected To An Agent Until The Chat Engagement Window Was Closed. This Only Includes Chat Engagements During Which The Consumer Entered At Least One Text LineAgent ActivityAgent Group Skill Engagement Campaign Lob-
Avg. Non-interactive Chat LengthAgent ProductivityChatAverage Time ([H]:mm) From When Consumers Were Connected To An Agent Until The Chat Engagement Window Was Closed. Including Only Chat Engagement During Which The Consumer Did Not Enter Any Line In Chat.Agent ActivityAgent Group Skill Engagement Campaign Lob-
Avg. Time To Answer ChatAgent ProductivityChatAverage Time ([H]:mm) It Took An Agent To Connect To A Consumer Measured From The Time The Consumer Entered The QueueAgent ActivityAgent Group Skill Engagement Campaign Lob-
AwayAgent StatusMessagingchatCumulative Time ([H]:mm) In Away State. Can Be Viewed And Filtered By The Away Reason Attribute.Agent ActivityAgent Group-
Away (Total)Agent StatusMessagingchatCombined Time (In Hours) That The Agent Was Not Available (In The Away And Back Soon States)Agent ActivityAgent GroupAway + Back Soon
Away Eng. RateAgent UtilizationChatThe Percentage (%) Of Logged In Time The Agent Spent In The Away State But Was Actively EngagedAgent ActivityAgent GroupAway Time Eng. / Logged In Time
Away Not Eng.Agent UtilizationChatTime Spent By The Agent In The Away State While Not Actively EngagedAgent ActivityAgent GroupAway - Away Time Eng.
Away Not Eng. RateAgent UtilizationChatThe Percentage (%) Of Logged In Time The Agent Spent In The Away State And Was Not Actively EngagedAgent ActivityAgent GroupAway Not Eng. / Logged In Time
Away RateAgent StatusMessagingchatPercentage (%) Of Time Spent By Agents In Away State Out Of The Logged In TimeAgent ActivityAgent GroupAway / Logged In Time
Away Time Eng.Agent UtilizationChatCumulative Time ([H]:mm) In Away State But EngagedAgent ActivityAgent Group-
Away Total Eng.Agent UtilizationChatCombined Time (In Hours) That The Agent Was Not Available But Was Actively Engaged (Away Engaged And Back Soon Engaged)Agent ActivityAgent GroupAway Time Eng. + Back Soon Time Eng.
Away Total Eng. RateAgent UtilizationChatThe Percentage (%) Of Labor Time (In Hours) That The Agent Was Not Available While Actively EngagedAgent ActivityAgent GroupAway Total Eng. / Labor Time
Away Total Not Eng.Agent UtilizationChatCombined Time (In Hours) That The Agent Was Neither Available Nor Actively Engaged (Away Not Engaged + Back Soon Not Engaged)Agent ActivityAgent GroupAway (Total) - Away Total Eng.
Away Total Not Eng. RateAgent UtilizationChatThe Percentage (%) Of Labor Time (In Hours) That The Agent Was Neither Available Nor Actively EngagedAgent ActivityAgent GroupAway Total Not Eng. / Labor Time
Away Total RateAgent StatusMessagingchatThe Percentage (%) Of Logged In Time That The Agent Was In Either The Away Or Back Soon States (Combined Total Of Away + Back Soon)Agent ActivityAgent GroupAway (Total) / Logged In Time
Back SoonAgent StatusMessagingchatCumulative Time ([H]:m M) In Back Soon StateAgent ActivityAgent Group-
Back Soon Eng. RateAgent UtilizationChatThe Percentage (%) Of Logged In Time That The Agent Was In The Back Soon State While Actively EngagedAgent ActivityAgent GroupBack Soon Time Eng. / Logged In Time
Back Soon Not Eng.Agent UtilizationChatTime Spent In The Back Soon State While Not Actively EngagedAgent ActivityAgent GroupBack Soon - Back Soon Time Eng.
Back Soon Not Eng. RateAgent UtilizationChatThe Percentage (%) Of Logged In Time The Agent Spent In The Back Soon State While Not Actively EngagedAgent ActivityAgent GroupBack Soon Not Eng. / Logged In Time
Back Soon RateAgent StatusMessagingchatPercentage (%) Of Time Spent By Agents In Back Soon State Out Of The Logged In TimeAgent ActivityAgent GroupBack Soon / Logged In Time
Back Soon Time Eng.Agent UtilizationChatCumulative Time ([H]:mm) In Back Soon State But EngagedAgent ActivityAgent Group-
Chat Cobrowse Duration (Sec)Agent ProductivityChatThe Total Duration Of Cobrowse Sessions For ChatAgent ActivityAgent Group Skill Engagement Campaign Lob Source Type-
Collaboration Duration (Sec)Agent ProductivityChat Messaging StandaloneThe Total Collaboration Duration For All Channels: Messaging Chat And StandaloneAgent ActivityAgent Group Skill Engagement Campaign Lob Source TypeMessaging Collaboration Duration (Sec) + Standalone Cobrowse Duration (Sec) + Chat Cobrowse Duration (Sec)
Completed SurveysSurveysChatNumber Of Survey Forms CompletedAgent ActivityAgent Group Skill-
Conc. EngagedAgent ProductivityChatNumber Of Concurrent Engagements Handled By Agents During Their Engaged TimeAgent ActivityAgent GroupConcurrent Eng. Time / Engaged Time
Conc. LaborAgent ProductivityChatNumber Of Concurrent Engagements Handled By Agents During Their Labor TimeAgent ActivityAgent GroupConcurrent Eng. Time / Labor Time
Conc. Logged-inAgent ProductivityChatNumber Of Concurrent Engagements Handled By Agents During Their Logged In TimeAgent ActivityAgent GroupConcurrent Eng. Time / Logged In Time
Connected Chat Rate (Accepted)Campaign FunnelChatThe Percentage (%) Of Engagements That Were Connected To An Agent Out Of The Total Engagement Offers Accepted By ConsumersAgent ActivitySkill Engagement Campaign Lob(Connected Messaging Eng. + Connected Chats) / Accepted Offers
Connected Chat Rate (Requested)Queue HealthChatThe Percentage (%) Of Connected Chat Engagements Out Of The Total Number Of Requested EngagementsAgent ActivityAgent Group Skill Engagement Campaign LobConnected Chats / Requested Chats
Connected ChatsQueue HealthChatNumber Of Chat Engagements Which Agents Accepted From The QueueAgent ActivityAgent Group Skill Engagement Campaign Lob-
ConversionsCampaign ConversionsChatNumber Of Conversions Generated By Consumers Following Engagements With An Agent. Conversion Goals Include Sell Product/service Generate Leads And Service Activity CompleteAgent ActivityAgent Group Skill Engagement Campaign End-point (Source Type)-
Cross Session Conversion/goalCampaign ConversionsChatNumber Of Times A Goal Was Achieved By Consumers After Initiating An Engagement With An Agent. The Goal Was Achieved During A Separate Session From The One In Which The Engagement Took Place And Within The Account-defined WindowAgent ActivityAgent Group Skill Engagement Campaign End-point (Source Type)-
Cross Session ConversionsCampaign ConversionsChatNumber Of Conversions Generated By Consumers After Initiating An Engagement With An Agent. The Conversion Was Generated During A Separate Session From The One In Which The Engagement Took Place And Within The Account-defined Window. Conversion Goals Include Sell Product/service Generate Leads And Service Activity CompleteAgent ActivityAgent Group Skill Engagement Campaign End-point (Source Type)-
Cross Session RevenueCampaign ConversionsChatTotal Revenue Generated From Purchases Placed By Consumers After Initiating An Engagement With An Agent. The Purchase Was Placed During A Separate Session From The One In Which The Engagement Took Place And Within The Account-defined WindowAgent ActivityAgent Group Skill Engagement Campaign End-point (Source Type)-
Csat / Csat ScoreSurveysChatCustomer Satisfaction ScoreAgent ActivityAgent Group SkillCsat Postivie Answer Count / Answered Questions Csat
Csat Positive Answer CountSurveysChatNumber Of Positive Answers Submitted By Consumers To A Csat Post-chat Survey Question. An Answer Is Considered Positive If Defined As So In The Post-chat Survey Settings Of The Engagement Window As Part Of The Campaign SetupAgent ActivityAgent Group Skill-
Cumulative Engaged Chat TimeAgent UtilizationChatCumulative Concurrent Time ([H]:mm) Agents Were Engaged In Chat Sessions (If An Agent Was Engaged In 2 Chats During 1 Hour The Total Conc. Engaged Time Will Be 2 Hours)Agent ActivityAgent Group Skill Engagement Campaign Lob-
Engaged TimeAgent StatusChatTotal Time Spent By Agent Engaging With One Or More ConsumersAgent ActivityAgent Group-
Engaged Time RateAgent StatusChatThe Percentage (%) Of Time Agents Were Engaged In One Or More Chats Out Of The Logged In TimeAgent ActivityAgent GroupEngaged Time / Logged In Time
In Session Conversion/goalCampaign ConversionsChatNumber Of Times A Goal Was Achieved By Consumers After Initiating An Engagement With An Agent And Before Ending The SessionAgent ActivityAgent Group Skill Engagement Campaign End-point (Source Type)-
In Session ConversionsCampaign ConversionsChatNumber Of Conversions Generated By Consumers After Initiating An Engagement With An Agent And Before Ending The Session. Conversion Goals Include Sell Product/service Generate Leads And Service Activity CompleteAgent ActivityAgent Group Skill Engagement Campaign End-point (Source Type)-
In Session RevenueCampaign ConversionsChatTotal Revenue Generated From Purchases Placed By Consumers After Initiating An Engagement With An Agent And Before Ending The SessionAgent ActivityAgent Group Skill Engagement Campaign End-point (Source Type)-
Interactive Chat RateAgent ProductivityChatThe Percentage (%) Of Interactive Chat Engagements Out Of The Total Number Of Connected Chat EngagementsAgent ActivityAgent Group Skill Engagement Campaign LobInteractive Chats / Connected Chats
Interactive ChatsAgent ProductivityChatNumber Of Chat Engagements During Which Consumers Entered At Least One Text LineAgent ActivityAgent Group Skill Engagement Campaign Lob-
Interactive Engagements Per HourAgent ProductivityChatAverage Number Of Interactive Engagements Agents Handled During Their Labor TimeAgent ActivityAgent GroupInteractive Engagements / Labor Time * 24
Labor TimeAgent StatusChatCumulative Time ([H]:mm) Agents Were In Online State Plus The Engaged Time In The Away State Or Back Soon StateAgent ActivityAgent Group-
Labor Time RateAgent StatusChatThe Percentage (%) Of The Labor Time Out Of The Logged In TimeAgent ActivityAgent GroupLabor Time / Logged In Time
Logged In TimeAgent StatusMessagingchatCumulative Agents Logged In Time (Hh:mm)Agent ActivityAgent Group-
Max. Time To Answer ChatQueue HealthChatMaximum Time ([H]:mm) From When Consumers Entered The Queue To When They Connected To An AgentAgent ActivitySkill Engagement Campaign Lob-
Messaging Collaboration Duration (Sec)Agent ProductivityMessagingThe Total Duration Of Messaging Collaboration Sessions.Agent ActivityAgent Group Skill Engagement Campaign Lob Source Type-
No. Of Chat Cobrowse Interactive SessionsAgent ProductivityChatNumber Of Cobrowse Interactive Sessions That Occurred Within A Chat. An Interactive Session Involves Participation Of Both Agent And Consumer And Lasts 60 Seconds Or MoreAgent ActivityAgent Group Skill Engagement Campaign Lob-
No. Of Chat Cobrowse SessionsAgent ProductivityChatNumber Of Cobrowse Sessions For ChatAgent ActivityAgent Group Skill Engagement Campaign Lob Source Type-
No. Of Collaboration Interactive SessionsAgent ProductivityChat Messaging StandaloneThe Total No. Of Interactive Collaboration Sessions For All Channels: Messaging Chat And StandaloneAgent ActivityAgent Group Skill Engagement Campaign Lob Source TypeNo. Of Messaging Collaboration Interactive Sessions + No. Of Standalone Cobrowse Interactive Sessions + No. Of Chat Cobrowse Interactive Sessions
No. Of Collaboration SessionsAgent ProductivityChat Messaging StandaloneThe Total No. Of Collaboration Sessions For All Channels: Messaging Chat And StandaloneAgent ActivityAgent Group Skill Engagement Campaign Lob Source TypeNo. Of Messaging Collaboration Sessions + No. Of Standalone Cobrowse Sessions + No. Of Chat Cobrowse Sessions
No. Of Messaging Collaboration Interactive SessionsAgent ProductivityMessagingNumber Of Interactive Messaging Collaboration Sessions.an Interactive Session Involves Participation Of Both Agent And Consumer And Lasts 60 Seconds Or MoreAgent ActivityAgent Group Skill Engagement Campaign Lob Source Type-
No. Of Messaging Collaboration SessionsAgent ProductivityMessagingNumber Of Collaboration Sessions. Interactive And Non Interactive Sessions.Agent ActivityAgent Group Skill Engagement Campaign Lob Source Type-
No. Of Secure Form (Pci) Sent (Chat)Agent ProductivityChatNumber Of Secure Forms Sent By An Agent To A Consumer During A ChatAgent ActivityAgent Group Skill Engagement Campaign Lob-
No. Of Secure Form (Pci) Sent (Messaging)Agent ProductivityMessagingNumber Of Secure Forms Sent By An Agent To A Consumer During A Conversation.Agent ActivityAgent Group Skill Engagement Campaign Lob-
No. Of Secure Form (Pci) Submitted (Chat)Agent ProductivityChatNumber Of Secure Forms Completed And Submitted Back To The Agent By A Consumer During A ChatAgent ActivityAgent Group Skill Engagement Campaign Lob-
No. Of Secure Form (Pci) Submitted (Messaging)Agent ProductivityMessagingNumber Of Secure Forms Completed And Submitted Back To The Agent By A Consumer During A Conversation.Agent ActivityAgent Group Skill Engagement Campaign Lob Source Type-
No. Of Secure Form (Pci) Viewed (Chat)Agent ProductivityChatNumber Of Secure Forms Viewed By The Consumer During A ChatAgent ActivityAgent Group Skill Engagement Campaign Lob-
No. Of Secure Form (Pci) Viewed (Messaging)Agent ProductivityMessagingNumber Of Secure Forms Viewed By The Consumer During A Conversation.Agent ActivityAgent Group Skill Engagement Campaign Lob Source Type-
No. Of Standalone Cobrowse Interactive SessionsAgent ProductivityStandaloneNumber Of Interactive Standalone Collaboration Sessions ( Cobrowse For Voice) .An Interactive Session Involves Participation Of Both Agent And Consumer And Lasts 60 Seconds Or MoreAgent ActivityAgent Group Skill Engagement Campaign Lob Source Type-
No. Of Standalone Cobrowse SessionsAgent ProductivityStandaloneNumber Of Standalone Collaboration Sessions ( Cobrowse For Voice)Agent ActivityAgent Group Skill Engagement Campaign Lob Source Type-
Non Engaged RateAgent UtilizationChatThe Percentage (%) Of The Cumulative Time Agents Were Not Engaged Out Of Logged In TimeAgent ActivityAgent GroupNon Engaged Time / Logged In Time
Non Engaged TimeAgent UtilizationChatTotal Time An Agent Was Not Engaged With Any ConsumerAgent ActivityAgent GroupLogged In Time - Engaged Time
Non-interactive ChatsAgent ProductivityChatNumber Of Chat Engagements Connected To An Agent During Which Consumers Did Not Enter Any Line In ChatAgent ActivityAgent Group Skill Engagement Campaign Lob-
Number Of ItemsCampaign ConversionsChatNumber Of Items In The Shopping Cart At Time Of Purchase. Derived From The Numitems Engagement Attribute Under The Transaction SdeAgent ActivityAgent Group Skill Engagement Campaign End-point (Source Type)-
Occupancy RateAgent UtilizationChatThe Percentage (%) Of Time The Agent Spent In The Online State While Actively Engaged (Occupied)Agent ActivityAgent GroupOnline Time Eng. / Online
OnlineAgent StatusMessagingchatCumulative Time ([H]:mm) In Online State. Note! Messaging Agents Must Have A Configured Chat Concurrency (Greater Than 0) In Order For The System To Populate This Metric's Value. Messaging Agents With A Chat Concurrency Of 0 Appear With 0 Online Time.Agent ActivityAgent Group-
Online RateAgent StatusMessagingchatThe Percentage (%) Of Time The Agent Spent In The Online State Out Of The Logged In TimeAgent ActivityAgent GroupOnline / Logged In Time
Online Time Eng.Agent UtilizationChatCumulative Time ([H]:mm) Agents Were In The Online State And EngagedAgent ActivityAgent Group-
Question Completion RateSurveysChatThe Percentage (%) Of Times A Question Was Completed Out Of The Total Number Of Surveys CompletedAgent ActivityAgent Group SkillAnswered Questions / Compeleted Survey
RevenueCampaign ConversionsChatTotal Revenue Generated By Consumers After Initiating An Engagement With An AgentAgent ActivityAgent Group Skill Engagement Campaign End-point (Source Type)-
Standalone Cobrowse Duration (Sec)Agent ProductivityStandaloneThe Total Duration Of Standalone Collaboration Sessions ( Cobrowse For Voice)Agent ActivityAgent Group Skill Engagement Campaign Lob Source Type-
Survey Completion RateSurveysChatThe Percentage (%) Of Completed Survey Forms Out Of Viewed Survey FormsAgent ActivityAgent Group SkillCompleted Survey / Viewed Survey
Survey FormsSurveysChatNumber Of Different Survey Forms Viewed Or Completed. Each Survey Form Is Counted OnceAgent ActivityAgent Group Skill-
Total Engagements Per HourAgent ProductivityChatTotal Number Of Interactive And Non-interactive Engagements Divided By The Number Of Labor HoursAgent ActivityAgent Group(Interactive Eng. + Non-interactive Eng.) / Labor Time * 24
ValuesCampaign ConversionsChatTotal Value Of Products Purchased. Derived From The Total Engagement Attribute Under The Transaction SdeAgent ActivityAgent Group Skill Engagement Campaign End-point (Source Type)Round(value)
Viewed SurveySurveysChatNumber Of Survey Forms Viewed By ConsumersAgent ActivityAgent Group Skill-
Abandoned ConversationsConsumer ExperienceMessagingThe Number Of Conversations During Which An Agent Did Not Respond To A Consumer Message. Conversations In Which The Agent Is The First To Message (Resume) Can't Be Marked As Abandoned Even If The Consumer Did Not Respond To An Agent Message.Agent OperationsDate Initial Device Goal Type Group Source Type-
Abandoned RateConsumer ExperienceMessagingThe Percentage (%) Of Consumers Who Abandoned The Queue Out Of All Consumers That Entered The QueueAgent OperationsDate Initial Device Goal Type Group Source TypeAbandoned Conversations / Closed Conversations
Abandoned Segments (Agent)Agent SegmentsMessagingThe Number Of Conversations Closed By A Consumer Which Included No Agent Message. Measured During The Last Agent-segment Of The Conversation And Is Unaffected By The Agent Activity From Previous Segments. Attributed To The Last Agent Assigned To The Conversation.Agent OperationsAgent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
Abandoned Segments (Skill)Skill SegmentsMessagingThe Number Of Conversations Closed By A Consumer Which Included No Agent Message. Measured During The Last Segment Of The Conversation And Is Unaffected By The Agent Activity From Previous Segments.Agent OperationsSkill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
Abandoned Segments - In Queue (Skill)Skill SegmentsMessagingThe Number Of Conversations Closed By A Consumer Which Included No Agent Message Since No Agent Was Assigned. Measured During The Last Skill-segment Of The Conversation And Is Unaffected By The Agent Activity From Previous Skill-segments.Agent OperationsSkill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
Abandoned Segments Rate (Agent)Agent SegmentsMessagingThe Percentage Of Abandoned Segments Out Of The Total Segments Assigned To The Agent.Agent OperationsAgent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer DeviceAbandoned Segments (Agent) / Agent Segments
Abandoned Segments Rate (Skill)Skill SegmentsMessagingThe Percentage Of Abandoned Segments Out Of The Total Segments Assigned To The Skill.Agent OperationsSkill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer DeviceAbandoned Segments (Skill) / Skill Segments
Active ConsumersConsumer ExperienceMessagingThe Number Of Consumers Who Were Active During A Selected Timeframe. A Consumer Is Marked As Active If At Least One Of The Following Occurred:1) Consumer Opened A Conversation2) Consumer Sent A Message In A Conversation3) Consumer Closed The ConversationAgent OperationsMerchant SubscriberCount Distinct Consumers
Active Conversation RatioAgent UtilizationMessagingThe Percentage (%) Of Active Conversations Assigned To Agents Out Of The Total Number Of Assigned Conversations.Agent OperationsAgent Group-
Agent Assignment RateAgent SegmentsMessagingThe Percentage Of Assignments To Agent Out Of The Total Assignments To The Agent? Skill.Agent OperationsAgent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer DeviceAgent Segments / Assignments To Skill
Agent Close RateRepeat Contact RateMessagingThe Percentage (%) Of Conversations Closed By Agents Compared To The Total Number Of Closed ConversationsAgent OperationsAgent Group Skill Campaign Source Type[No. Of Conversations Closed By Agent]/[closed Conversations]
Agent Or Consumer Close RateRepeat Contact RateMessagingThe Percentage (%) Of Conversations Closed By Agents And Consumers Compared To The Total Number Of Closed ConversationsAgent OperationsAgent Group Skill Campaign Source Type(No. Of Conversations Closed By Agent+no. Of Conversations Closed By Consumer)/closed Conversations
Agent Response Time From AssignmentAgent ProductivityMessagingTime It Takes For An Agent To Respond The First Time After AssigmentAgent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Agent SegmentsAgent SegmentsMessagingThe Number Of Times Conversations Were Assigned To An Agent. A Conversation May Be Assigned More Than Once To A Given Agent.Agent OperationsAgent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
Agent To Agent Transfer RateAgent ProductivityMessagingThe Percentage (%) Of Conversations Transferred From One Agent Directly To Another AgentAgent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)[Agent To Agent Transfers]/[handled Conversations]
Agent To Agent TransfersAgent ProductivityMessagingTotal Number Of Transfers To An Agent. The Transfer Is Attributed To The Skill From Which The Transfer Was Initiated And Agent Who Initiated The TransferAgent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Average No. Of Active ConversationsAgent UtilizationMessagingThe Average Number Of Conversations Assigned To An Agent With The Maximum Weight By Smart Capacity And Therefore Occupying A Full Agent Capacity Slot. These Are Named Active Conversations.Agent OperationsAgent Group-
Average No. Of Assigned ConversationsAgent UtilizationMessagingThe Average Number Of Conversations Concurrently Assigned To An Agent.Agent OperationsAgent Group-
Avg. Actionable Unassigned ConversationsQueue HealthMessagingThe Average Number Of Actionable Conversation In Queue.filterable By Skill.Agent OperationsSkillAn Hourly Average Of A Frequent Snapshot Of Each Skill-queue. Each Snapshot Reports On The Number Of Conversations In Queue.
Avg. Actionable Unassigned Conversations (Consumer Messaged Last)Queue HealthMessagingThe Average Number Of Actionable Conversation In Queue. These Conversations Are Actionable Because The Last Message In The Conversation Was Sent By The Consumer.filterable By Skill.Agent OperationsSkillAn Hourly Average Of A Frequent Snapshot Of Each Skill-queue. Each Snapshot Reports On The Number Of Conversations In Queue.
Avg. Actionable Unassigned Conversations (In Transfer)Queue HealthMessagingThe Average Number Of Actionable Conversation In Queue. These Conversations Are Actionable Because These Conversations Were Transferred Into The Queue By An Agent.filterable By Skill.Agent OperationsSkillAn Hourly Average Of A Frequent Snapshot Of Each Skill-queue. Each Snapshot Reports On The Number Of Conversations In Queue.
Avg. Actionable Unassigned Conversations (Manual Ttr Is Set)Queue HealthMessagingThe Average Number Of Actionable Conversation In Queue. These Conversations Are Actionable Because An Agent Set A Manual Ttr (Sla) On These Conversation.filterable By Skill.Agent OperationsSkillAn Hourly Average Of A Frequent Snapshot Of Each Skill-queue. Each Snapshot Reports On The Number Of Conversations In Queue.
Avg. Agent LoadAgent UtilizationMessagingThe Average Conversation Load On An Agent. The Load Is Determined By The Weights Assigned To Conversations By Smart Capacity. A Conversation Can Have A Maximum Weight Of 1 And A Minimum Of 0.1.Agent OperationsAgent Group-
Avg. Consumer Response TimeConsumer ExperienceMessagingAverage Of The Time ([Mm]:ss) Taken By Consumers To Respond To An Agent? Message.in Case Of Multiple Consecutive Agent Messages The Time Will Be Measured From The First Message. In Case Of Multiple Consecutive Consumer Responses The Time Will Be Measured Until The First Response.this Kpi Is Not Assigned To An AgentAgent OperationsSkill Engagement Campaign Lob End-point (Source Type)-
Avg. Conversation DurationConsumer ExperienceMessagingAverage Duration Of Conversions From Open Time To Close Time. Attributed To The Agent Group And Skill At The Time The Conversation Was ClosedAgent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Avg. Manual Sla TimeAgent ProductivityMessagingAverage Of Time ([Mm]:ss) Set By Agents When Performing Manual Sla During Messaging Conversation.Agent OperationsAgent Groupskill(Sla_time_due_days) / (No. Of Manual Sla Actions Performed)
Avg. No. Of Agent Responses In Segment (Agent)Agent SegmentsMessagingAverage Number Of Responses Provided By Agent During An Agent-segmentAgent OperationsAgent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
Avg. No. Of Agent Responses Per ConversationAgent Productivity<Null>Average Number Of Responses Provided By An Agent During A ConversationAgent Operations<Null>-
Avg. No. Of Consumer Responses In Segment (Agent)Agent SegmentsMessagingAverage Number Of Responses Provided By Consumers To An Agent's Message During An Agent-segmentAgent OperationsAgent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
Avg. Not Actionable Unassigned ConversationsQueue HealthMessagingThe Average Number Of Not-actionable Conversation In Queue.filterable By Skill.Agent OperationsSkillAn Hourly Average Of A Frequent Snapshot Of Each Skill-queue. Each Snapshot Reports On The Number Of Conversations In Queue.
Avg. Not Actionable Unassigned Conversations (In Transfer)Queue HealthMessagingThe Average Number Of Not-actionable Conversations In Queue. These Conversations Include Those That Were Transferred By An Agent Into The Queue. Conversations In-queue And In-transfer Are Considered Actionable By Default Unless The Brand Chooses To Change The Queue Management Configuration.filterable By Skill.Agent OperationsSkillAn Hourly Average Of A Frequent Snapshot Of Each Skill-queue. Each Snapshot Reports On The Number Of Conversations In Queue.
Avg. Not Actionable Unassigned Conversations (Manual Ttr Is Set)Queue HealthMessagingThe Average Number Of Not-actionable Conversations In Queue. These Conversations Include Those In Which An Agent Set A Manual Ttr (Sla). Conversations In-queue And Set With Manual Ttr Are Considered Actionable By Default Unless The Brand Chooses To Change The Queue Management Configuration.filterable By Skill.Agent OperationsSkillAn Hourly Average Of A Frequent Snapshot Of Each Skill-queue. Each Snapshot Reports On The Number Of Conversations In Queue.
Avg. Response Time By AgentAgent ResponsivenessMessagingAverage Time Taken By The Agent To Respond To A Consumer Message. Time Is Measured From The First Of Consecutive Messages Sent By A ConsumerAgent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Avg. Segment Duration (Agent)Agent SegmentsMessagingAverage Duration (Mm:ss) Of An Agent-segment. Measured From The Time The Conversation Was Assigned To The Agent Until It Was Closed Or Transferred. Attributed To The Assigned Agent Group And Skill.Agent OperationsAgent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
Avg. Segment Duration (Skill)Skill SegmentsMessagingAverage Duration Of Skill-segments. Measured From The Time The Conversation Was Assigned To The Skill Until It Was Closed Or Transferred To Another Skill.Agent OperationsSkill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
Avg. Time To First Response From Agent AssignmentAgent ResponsivenessMessagingThe Average Time Taken By An Agent To Respond For The First Time To A Consumers Message From The Time The Agent Was Assigned To The Conversation. Measured For The First Agent Message Sent After Each Assignemnt - Including Assignemnt To A New Conversation And After Transfer.Agent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Avg. Time To First Response From Agent Assignment - After TransferAgent ResponsivenessMessagingThe Average Time Taken By An Agent To Respond For The First Time After The Conversation Was Transferred. Measured From The Time The Agent Was Assigned After The Transfer.Agent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Avg. Time To First Response From Agent Assignment - For New ConversationAgent ResponsivenessMessagingThe Average Time Taken By An Agent To Respond To The First Message A Consumer Sent In A Conversation From The Time The Agent Was Assigned To The Conversation. Measured Only For The First Agent Message Sent In A New Conversation.Agent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Avg. Time To First Response In SegmentAgent SegmentsMessagingThe Average Time (Mm:ss) Taken By An Agent To Respond For The First Time To The Consumer In An Agent-segment (An Agent Segment Is Defined As The Part Of The Conversation In Which The Agent Was Assigned. Measured From The Time The Agent Is Assigned Until She Is Not Longer Assigned).Agent OperationsAgent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
Avg. Time To Response From Agent AssignmentAgent ResponsivenessMessagingThe Average Time Taken By An Agent To Send A Message To The Consumer From The Time The Agent Was Assigned To A Conversation. Measured For The All Agent Message Sent In A ConversationAgent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Avg. Time To Response In SegmentAgent SegmentsMessagingThe Average Time (Mm:ss) Taken By An Agent To Respond To The Consumer In An Agent-segment (An Agent Segment Is Defined As The Part Of The Conversation In Which The Agent Was Assigned. Measured From The Time The Agent Is Assigned Until She Is Not Longer Assigned).Agent OperationsAgent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
Avg. Unassigned ConversationsQueue HealthMessagingThe Average Number Of Unassigned Conversations (In-queue).filterable By Skill.Agent OperationsSkillAn Hourly Average Of A Frequent Snapshot Of Each Skill-queue. Each Snapshot Reports On The Number Of Conversations In Queue.
Avg. Wait Time For Agent AssignmentQueue HealthMessagingThe Time (Mm:ss) On Average A New Conversation Remains In Queue Until Assigned To An Agent. Measured From The Time The Conversation Was Opened Until The Time It Was Assigned To An Agent.Agent OperationsSkill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
Avg. Wait Time For First Agent ResponseConsumer ExperienceMessagingThe Time On Average A Consumer Waits For A Response To The First Message The Consumer Sent In A Conversation. Measured From The Time The First Message Was Sent By The Consumer To The First Response Provided By An Agent In The Conversation.Agent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Avg. Wait Time For First Agent Response - First Time ConversationsConsumer ExperienceMessagingThe Time On Average A Consumer Who Messaged The Brand For The First Time Waits For A Response From The Brand. Measured From The Time The First Message Was Sent By The Consumer To The First Response Provided By An Agent In The Conversation.Agent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Avg. Wait Time For First Human Agent ResponseConsumer ExperienceMessagingThe Time On Average A Consumer Waits For A Response From The First Human Agent Assigned To The Conversation.if A Bot Was The First Assigned Agent The Responses From The Bot Are Omitted From This Metric's Calculation.Agent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Avg. Wait Time For First Human Agent Response - From Bot EscalationConsumer ExperienceMessagingThe Time On Average A Consumer Waits For The First Response In A Conversation By A Human Agent. Measured From The Time A Bot Escalates A Conversation To Another Skill-queue To The First Response Give By The Human Agent.Agent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Avg. Wait Time To First Human Agent Response - After TransferConsumer ExperienceMessagingThe Time On Average A Consumer Waits For A Response From The First Agent Assigned To The Conversation After It Was Transferred. Measured From The Time The Conversation Was Transferred (Including Skill-to-skill Transfer Agent-to-agent Transfer Or Takeover) Until A Response Is Given By The Agent.Agent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
AwayAgent StatusMessagingchatCumulative Time ([H]:mm) In Away State. Can Be Viewed And Filtered By The Away Reason Attribute.Agent OperationsAgent Group-
Away Reason RateAgent StatusMessagingPercentage (%) Of Time Spent By Agents In A Particular Custom Away State Out Of The Total Logged In TimeAgent OperationsAgent Group-
Back SoonAgent StatusMessagingchatCumulative Time ([H]:m M) In Back Soon StateAgent OperationsAgent Group-
Back Soon RateAgent StatusMessagingchatPercentage (%) Of Time Spent By Agents In Back Soon State Out Of The Logged In TimeAgent OperationsAgent GroupBack Soon / Logged In Time
Back To Queue Transfer RateRepeat Contact RateMessagingThe Percentage (%) Of Conversations Transfers Back To The Queue.Agent OperationsAgent Group Skill Campaign Source TypeBack To Queue Transfers/handled Conversations
Back To Queue TransfersAgent ProductivityMessagingTotal Number Of Transfers Back To The Queue. The Transfer Is Attributed To The Skill From Which The Transfer Was Initiated And Agent Who Initiated The TransferAgent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
CcplhAgent ProductivityMessagingClosed Conversations Per Login Hours.Agent OperationsAgent Group Skill Engagement Campaign Lob Source Type[Closed Conversations]/[login Hours]
CcpohAgent ProductivityMessagingClosed Conversations Per Online Hours.Agent OperationsAgent Group Skill Engagement Campaign Lob Source Type[Closed Conversations]/[online Hours]
Closed ConversationsAgent ProductivityMessagingNumber Of Conversations Closed By Agent Consumer Or The SystemAgent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)No. Of Conversations Closed By Agent + No. Of Conversations Closed By Consumer + No. Of Conversations Closed By System
Consumer Close RateRepeat Contact RateMessagingThe Percentage (%) Of Conversations Closed By Consumers Compared To The Total Number Of Closed ConversationsAgent OperationsAgent Group Skill Campaign Source TypeNo. Of Conversations Closed By Consumer/closed Conversations
Cross Session Sales AovCampaign ConversionsMessagingThe Average Revenue Generated By The Orders Placed After A Messaging Conversation Which Reached A Sell Product / Service GoalAgent OperationsAgent Group Skill Line Of Business Campaign Engagement Source Type (Entry Point)Cross Session Sales Revenue/cross Session Sales Conversions
Cross Session Sales ConversionsCampaign ConversionsMessagingNumber Of Sell Product / Service Goals Reached After A Messaging ConversationAgent OperationsAgent Group Skill Line Of Business Campaign Engagement Source Type (Entry Point)-
Cross Session Sales RevenueCampaign ConversionsMessagingTotal Revenue Achieved After A Messaging Conversation From All Transactions Which Led To A Sell Product / Service Goal Reached.Agent OperationsAgent Group Skill Line Of Business Campaign Engagement Source Type (Entry Point)-
Csat (Agent And Skill)SurveysMessagingThe Percentage Of Answers 4 Or 5 (Top Two Boxes) Out Of The Total Responses Submitted By Consumers To A Predefined Csat Question Type. Invalid Answers Unrecognized By The Bot Are Excluded From The Formula. Calculated At The Agent And Skill Level.Agent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Csat (Brand)SurveysMessagingThe Percentage Of Answers 4 Or 5 (Top Two Boxes) Out Of The Total Responses Submitted By Consumers To A Predefined Csat Question Type. Invalid Answers Unrecognized By The Bot Are Excluded From The Formula. Calculated At The Brand Level.Agent OperationsSkill Engagement Campaign Lob End-point (Source Type)-
Csat Answer - 1SurveysMessagingThe Number Of Answers (1) Submitted By Consumers To A Predefined Csat Question Type.Agent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Csat Answer - 2SurveysMessagingThe Number Of Answers (2) Submitted By Consumers To A Predefined Csat Question Type.Agent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Csat Answer - 3SurveysMessagingThe Number Of Answers (3) Submitted By Consumers To A Predefined Csat Question Type.Agent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Csat Answer - 4SurveysMessagingThe Number Of Answers (4) Submitted By Consumers To A Predefined Csat Question Type.Agent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Csat Answer - 5SurveysMessagingThe Number Of Answers (5) Submitted By Consumers To A Predefined Csat Question Type.Agent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Csat Score (Unified)SurveysMessagingCsat Score For Closed Conversations (Including Unassigned). When Filtering By Date/time The Csat Score Will Be Associated With The Time The Conversation Ended. Contains Both Results From The First Generation Survey And The Survey Bot Driven Flows.Agent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)Number Of 4 Or 5 Responses / Number Of Responses
Fcr (Agent And Skill)SurveysMessagingThe Percentage Of Answers Yes Out Of The Total Responses Submitted By Consumers To A Predefined Fcr Question Type. Calculated At The Agent And Skill Level.Agent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Fcr (Brand)SurveysMessagingThe Percentage Of Answers Yes Out Of The Total Responses Submitted By Consumers To A Predefined Fcr Question Type. Calculated At The Brand Level.Agent OperationsSkill Engagement Campaign Lob End-point (Source Type)-
Handled ConsumersAgent ProductivityMessagingThe Number Of Consumers Who Received A Message From Any Agent (Bot Or Human) During The Selected Timeframe.Agent OperationsMerchant SubscriberCount Distinct Consumers
Handled ConversationsAgent ProductivityMessagingThe Number Of Conversations In Which Any Agent (Bot Or Human) Sent At Least 1 Message During The Selected Timeframe.Agent OperationsMerchant SubscriberCount Distinct Conversations
Handled Conversations Per Login HourAgent ProductivityMessagingThe Average Number Of Conversations An Agent Handled During Their Time Logged In.Agent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)Handled Conversations / Logged In Time
In Session Sales AovCampaign ConversionsMessagingThe Average Revenue Generated By The Orders Placed During A Messaging Conversation Which Reached A Sell Product / Service GoalAgent OperationsAgent Group Skill Line Of Business Campaign Engagement Source Type (Entry Point)In Session Sales Revenue/in Session Sales Conversions
In Session Sales ConversionsCampaign ConversionsMessagingNumber Of Sell Product / Service Goals Reached During A Messaging ConversationAgent OperationsAgent Group Skill Line Of Business Campaign Engagement Source Type (Entry Point)-
In Session Sales RevenueCampaign ConversionsMessagingTotal Revenue Achieved During A Messaging Conversation From All Transactions Which Led To A Sell Product / Service Goal Reached.Agent OperationsAgent Group Skill Line Of Business Campaign Engagement Source Type (Entry Point)-
Interactive ConversationsConsumer ExperienceMessagingNumber Of Conversations During Which The Consumers Responded At Least Once To An Agent MessageAgent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Interactive RateConsumer ExperienceMessagingPercentage Of Interactive Conversations Out Of The Total Number Of Closed ConversationsAgent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Interactive Segments (Agent)Agent SegmentsMessagingThe Number Of Agent-segments Which Included At Least One Response From The Consumer To An Agent? Message.Agent OperationsAgent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
Interactive Segments (Skill)Skill SegmentsMessagingThe Number Of Skill-segments With At Least One Response From A Consumer To A Skilled-agent? Message. Measured From The First Message Sent By An Agent In A New Skill-segment.Agent OperationsSkill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
Interactive Segments Rate (Agent)Agent SegmentsMessagingThe Percentage Of Interactive Segments Out Of The Total Segments Assigned To The Agent.Agent OperationsAgent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer DeviceInteractive Segments (Agent) / Agent Segments
Interactive Segments Rate (Skill)Skill SegmentsMessagingThe Percentage Of Interactive Segments Out Of All The Segments Assigned To The SkillAgent OperationsSkill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer DeviceInteractive Segments (Skill) / Skill Segments
Logged In TimeAgent StatusMessagingchatCumulative Agents Logged In Time (Hh:mm)Agent OperationsAgent Group-
Login HoursAgent ProductivityMessagingLogin Hours In Numeric FormatAgent OperationsAgent Group Skill Engagement Campaign Lob Source Type[Logged In Time]*24
Max. Agent LoadAgent UtilizationMessagingThe Maximum Conversation Load On An Agent. The Load Is Determined By The Weights Assigned To Conversations By Smart Capacity. A Conversation Can Have A Maximum Weight Of 1 And A Minimum Of 0.1.Agent OperationsAgent Group-
Max. Wait Time For Agent AssignmentQueue HealthMessagingThe Maximum Time (Mm:ss) A Conversation Remains In Queue Until Assigned To An Agent. Measured From The Time The Conversation Was Opened Until The Time It Was Assigned To An Agent.Agent OperationsSkill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
McsConsumer ExperienceMessagingMeaningful Conversation Score (Mcs - An Automated Real Time Measurement Of Consumer Sentiment) For Closed Conversations Including Unassigned Conversations. This Metric Is Attributed Only To The Last Assigned Agent In The Conversation.Agent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)Average Of 3 Possible Mcs Values:/n1) Positive = 100/n2) Neutral = 0/n3) Negative = -100
Messaging Collaboration Duration (Sec)Agent ProductivityMessagingThe Total Duration Of Messaging Collaboration Sessions.Agent OperationsAgent Group Skill Engagement Campaign Lob Source Type-
Min Agent LoadAgent UtilizationMessagingThe Minimum Conversation Load On An Agent. The Load Is Determined By The Weights Assigned To Conversations By Smart Capacity. A Conversation Can Have A Maximum Weight Of 1 And A Minimum Of 0.1.Agent OperationsAgent Group-
No. Of Conversations Closed By AgentAgent ProductivityMessagingNumber Of Conversations That Were Closed By AgentsAgent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
No. Of Conversations Closed By ConsumerAgent ProductivityMessagingNumber Of Conversations Closed By ConsumersAgent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
No. Of Conversations Closed By SystemAgent ProductivityMessagingNumber Of Conversations Closed By The SystemAgent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
No. Of Conversations Opened By AgentAgent ProductivityMessagingNumber Of Conversations Resumed (Opened) By AgentsAgent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
No. Of Conversations Opened By ConsumerConsumer ExperienceMessagingNumber Of Conversations Opened By Consumers. This Kpi Is Assigned To Skill (Not Agent)Agent OperationsSkill Engagement Campaign Lob End-point (Source Type)-
No. Of Manual Sla Actions PerformedAgent ProductivityMessagingNumber Of Manual Sla Actions Performed By An Agent During Messaging Conversation.Agent OperationsAgent GroupskillSum(agent_sla)
No. Of Messaging Collaboration Interactive SessionsAgent ProductivityMessagingNumber Of Interactive Messaging Collaboration Sessions.an Interactive Session Involves Participation Of Both Agent And Consumer And Lasts 60 Seconds Or MoreAgent OperationsAgent Group Skill Engagement Campaign Lob Source Type-
No. Of Messaging Collaboration SessionsAgent ProductivityMessagingNumber Of Collaboration Sessions. Interactive And Non Interactive Sessions.Agent OperationsAgent Group Skill Engagement Campaign Lob Source Type-
No. Of Secure Form (Pci) Sent (Messaging)Agent ProductivityMessagingNumber Of Secure Forms Sent By An Agent To A Consumer During A Conversation.Agent OperationsAgent Group Skill Engagement Campaign Lob-
No. Of Secure Form (Pci) Submitted (Messaging)Agent ProductivityMessagingNumber Of Secure Forms Completed And Submitted Back To The Agent By A Consumer During A Conversation.Agent OperationsAgent Group Skill Engagement Campaign Lob Source Type-
No. Of Secure Form (Pci) Viewed (Messaging)Agent ProductivityMessagingNumber Of Secure Forms Viewed By The Consumer During A Conversation.Agent OperationsAgent Group Skill Engagement Campaign Lob Source Type-
Non - Interactive ConversationsConsumer ExperienceMessagingNumber Of Conversations During Which The Consumers Did Not Respond To An Agent Message.conversations In Which The Agent Is The First To Message (Resume) And Do Not Include A Consumer Response To The Agent Message Are Considered Non Interactive (And Not Abandoned)Agent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Non - Interactive RateConsumer ExperienceMessagingPercentage Of Non-interactive Conversations Out Of The Total Number Of Closed ConversationsAgent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)Non - Interactive Conversations / Closed Conversations
Nps (Agent And Skill)SurveysMessagingThe Net Promoter Score Based On A Scale Of 0 To 10 And Derived From The Predefined Nps Question Type. Calculated At The Agent And Skill Level.Agent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Nps (Brand)SurveysMessagingThe Net Promoter Score Based On A Scale Of 0 To 10 And Derived From The Predefined Nps Question Type. Calculated At The Brand Level.Agent OperationsSkill Engagement Campaign Lob End-point (Source Type)-
OnlineAgent StatusMessagingchatCumulative Time ([H]:mm) In Online State. Note! Messaging Agents Must Have A Configured Chat Concurrency (Greater Than 0) In Order For The System To Populate This Metric's Value. Messaging Agents With A Chat Concurrency Of 0 Appear With 0 Online Time.Agent OperationsAgent Group-
Online HoursAgent ProductivityMessagingOnline Hours In Numeric FormatAgent OperationsAgent Group Skill Engagement Campaign Lob Source Type[Online]*24
Online RateAgent StatusMessagingchatThe Percentage (%) Of Time The Agent Spent In The Online State Out Of The Logged In TimeAgent OperationsAgent GroupOnline / Logged In Time
Opened ConversationsConsumer ExperienceMessagingNumber Of Opened Conversations By Either Agents Or ConsumersAgent OperationsDate Initial Device Goal Type Group Source TypeNo. Of Conversations Opened By Agent+no. Of Conversations Opened By Consumer
Rcr 0-3 DaysRepeat Contact RateMessagingPercentage Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 0 To 3 Days.Agent OperationsAgent Group Skill Campaign Source TypeRepeat 0-3 Days/closed Conversations
Rcr 1 DayRepeat Contact RateMessagingPercentage Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 1 Hour And 1 Day.Agent OperationsAgent Group Skill Campaign Source TypeRepeat 1 Day/closed Conversations
Rcr 1 HourRepeat Contact RateMessagingPercentage Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Within 1 Hour.Agent OperationsAgent Group Skill Campaign Source TypeRepeat 1 Hour/closed Conversations
Rcr 14 DayRepeat Contact RateMessagingPercentage Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 7 Day And 14 Days.Agent OperationsAgent Group Skill Campaign Source TypeRepeat 14 Days/closed Conversations
Rcr 3 DayRepeat Contact RateMessagingPercentage Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 1 Day And 3 Days.Agent OperationsAgent Group Skill Campaign Source TypeRepeat 3 Days/closed Conversations
Rcr 30 DayRepeat Contact RateMessagingPercentage Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 14 Day And 30 Days.Agent OperationsAgent Group Skill Campaign Source TypeRepeat 30 Days/closed Conversations
Rcr 4-30 DaysRepeat Contact RateMessagingPercentage Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 4 To 30 Days.Agent OperationsAgent Group Skill Campaign Source TypeRepeat 4-30 Days/closed Conversations
Rcr 7 DayRepeat Contact RateMessagingPercentage Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 3 Day And 7 DaysAgent OperationsAgent Group Skill Campaign Source TypeRepeat 7 Days/closed Conversations
Rcr For Same Skill 0-30 DaysRepeat Contact RateMessagingThe Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Within The Same Skill Between 0-30 DaysAgent OperationsAgent Group Skill Campaign Source TypeRepeat Skill/(rcr 0-3 Days+rcr 4-30 Days)
Rcr For Same Source Type 0-30 DaysRepeat Contact RateMessagingThe Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Within The Same Skill Between 0-30 DaysAgent OperationsAgent Group Skill Campaign Source TypeRepeat Souurce Type /(Rcr 0-3 Days+rcr 4-30 Days)
Repeat 0-3 DaysRepeat Contact RateMessagingTotal Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Up To 3 Days.Agent OperationsAgent Group Skill Campaign Source TypeRepeat 1 Hour+repeat 1 Day+repeat 3 Days
Repeat 0-30 DaysRepeat Contact RateMessagingTotal Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Up To 30 Days.Agent OperationsAgent Group Skill Campaign Source TypeRepeat 0-3 Days+repeat 4-30 Days
Repeat 1 DayRepeat Contact RateMessagingTotal Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 1 Hour And 1 Day. This Rcr Measurement Is Mutually Exclusive Meaning Rcr 1 Hour (For Example) Is Not Included.Agent OperationsAgent Group Skill Campaign Source Type<Null>
Repeat 1 HourRepeat Contact RateMessagingTotal Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Within 1 Hour. This Measurement Is A Prime Indicator Of Conversations That Are Closed Prematurely.Agent OperationsAgent Group Skill Campaign Source Type<Null>
Repeat 14 DaysRepeat Contact RateMessagingTotal Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 7 Day And 14 Days. This Rcr Measurement Is Mutually Exclusive Meaning Rcr 7 Days (For Example) Is Not Included.Agent OperationsAgent Group Skill Campaign Source Type<Null>
Repeat 3 DaysRepeat Contact RateMessagingTotal Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 1 Day And 3 Days. This Rcr Measurement Is Mutually Exclusive Meaning Rcr 1 Day (For Example) Is Not Included.Agent OperationsAgent Group Skill Campaign Source Type<Null>
Repeat 30 DaysRepeat Contact RateMessagingTotal Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 14 Day And 30 Days. This Rcr Measurement Is Mutually Exclusive Meaning Rcr 14 Days (For Example) Is Not Included.Agent OperationsAgent Group Skill Campaign Source Type<Null>
Repeat 4-30 DaysRepeat Contact RateMessagingTotal Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 7 To 30 Days.Agent OperationsAgent Group Skill Campaign Source TypeRepeat 7 Days+repeat 14 Days+repeat 30 Days
Repeat 7 DaysRepeat Contact RateMessagingTotal Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 3 Day And 7 Days. This Rcr Measurement Is Mutually Exclusive Meaning Rcr 3 Days (For Example) Is Not Included.Agent OperationsAgent Group Skill Campaign Source Type<Null>
Repeat Other SkillRepeat Contact RateMessagingThe Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation With The Other Skill Between 0-30 DaysAgent OperationsAgent Group Skill Campaign Source TypeRepeat 0-30 Days-repeat Skill
Repeat SkillRepeat Contact RateMessagingThe Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation With The Same Skill Between 0-30 DaysAgent OperationsAgent Group Skill Campaign Source Type<Null>
Repeat Source TypeRepeat Contact RateMessagingThe Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Within The Same Source.Agent OperationsAgent Group Skill Campaign Source Type<Null>
Resolution Rate 0-3 DaysRepeat Contact RateMessagingPercentage Of Closed Conversations Where The Same Consumerid Did Not Open A Subsequent Conversation Within 3 Days.Agent OperationsAgent Group Skill Campaign Source Type1- (Rcr 0-3 Days)
Sales AovCampaign ConversionsMessagingThe Average Revenue Generated By The Orders Placed After Or During A Messaging Conversation Which Reached A Sell Product / Service GoalAgent OperationsAgent Group Skill Engagement Campaign End-point (Source Type)-
Sales Conversion RateCampaign ConversionsMessagingPercentage Of Sell Product / Service Goals Reached After Or During A Messaging Conversation Out Of All Messaging Conversations That Were Assigned To An AgentAgent OperationsAgent Group Skill Engagement Campaign End-point (Source Type)-
Sales ConversionsCampaign ConversionsMessagingNumber Of Sell Product / Service Goals Reached During Or After A Messaging ConversationAgent OperationsAgent Group Skill Engagement Campaign End-point (Source Type)-
Sales RevenueCampaign ConversionsMessagingTotal Revenue Achieved During Or After A Messaging Conversation From All Transactions Which Led To A Sell Product / Service Goal Reached.Agent OperationsAgent Group Skill Engagement Campaign End-point (Source Type)-
Segments With Non Responsive Agents (Agent)Agent SegmentsMessagingThe Number Of Agent-segments Which Ended In A Transfer Or Closed By Agent Or System With No Message From An Agent.Agent OperationsAgent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
Segments With Non Responsive Agents (Skill)Skill SegmentsMessagingThe Number Of Skill-segments Which Ended In A Transfer To Another Skill Or Closed By Agent/system With No Message From An Agent.Agent OperationsSkill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
Segments With Non Responsive Consumers (Agent)Agent SegmentsMessagingThe Number Of Closed Conversations Which Included No Consumer Response To An Agent's Message. Measured During The Last Agent-segment Of The Conversation.Agent OperationsAgent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
Segments With Non Responsive Consumers (Skill)Skill SegmentsMessagingThe Number Of Skill-segments Which Ended In A Transfer To Another Skill Or Closed With No Response From The Consumer To An Agent? Message.Agent OperationsSkill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
Skill SegmentsSkill SegmentsMessagingThe Number Of Times Conversations Were Assigned To A Skill. Measured For Conversations That Were Opened To The Skill Or Transffered To It. A Conversation May Be Assigned More Than Once To A Given Skill.Agent OperationsSkill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
Skill To Skill Transfer RateRepeat Contact RateMessagingThe Percentage (%) Of Conversations Transfers From Skill To Skill.Agent OperationsAgent Group Skill Campaign Source TypeSkill To Skill Transfers/handled Conversations
Skill To Skill TransfersAgent ProductivityMessagingTotal Number Of Transfers To A Skill. The Transfer Is Attributed To The Skill From Which The Transfer Was Initiated And Agent Who Initiated The TransferAgent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Sla 10m All ResponsesSla ReportMessagingThe Total Number Of Agent Responses (Excluding The First Response) Answered Within A 10 Minute BucketAgent OperationsSkill<Null>
Sla 10m All Responses PercentageSla ReportMessagingThe Percentage Of Agent Responses (Excluding The First Response) Answered Within A 10 Minute BucketAgent OperationsSkill<Null>
Sla 10m First ResponseSla ReportMessagingThe Number Of Agent Segments In Which The Agent Sent Their First Response Within 10 MinutesAgent OperationsSkill<Null>
Sla 10m First Response PercentageSla ReportMessagingThe Percentage Of Agent Segments In Which The Agent Sent Their First Response Within 10 MinutesAgent OperationsSkill<Null>
Sla 180m All ResponsesSla ReportMessagingThe Total Number Of Agent Responses (Excluding The First Response) Answered Within A 180 Minute BucketAgent OperationsSkill<Null>
Sla 180m All Responses PercentageSla ReportMessagingThe Percentage Of Agent Responses (Excluding The First Response) Answered Within A 180 Minute BucketAgent OperationsSkill<Null>
Sla 180m First ResponseSla ReportMessagingThe Number Of Agent Segments In Which The Agent Sent Their First Response Within 180 MinutesAgent OperationsSkill<Null>
Sla 180m First Response PercentageSla ReportMessagingThe Percentage Of Agent Segments In Which The Agent Sent Their First Response Within 180 MinutesAgent OperationsSkill<Null>
Sla 24h All ResponsesSla ReportMessagingThe Total Number Of Agent Responses (Excluding The First Response) Answered Within 24 HoursAgent OperationsSkill<Null>
Sla 24h All Responses PercentageSla ReportMessagingThe Percentage Of Agent Responses (Excluding The First Response) Answered Within 24 HoursAgent OperationsSkill<Null>
Sla 24h First ResponseSla ReportMessagingThe Number Of Agent Segments In Which The Agent Sent Their First Response Within 24 HoursAgent OperationsSkill<Null>
Sla 24h First Response PercentageSla ReportMessagingThe Percentage Of Agent Segments In Which The Agent Sent Their First Response Within 24 HoursAgent OperationsSkill<Null>
Sla 30m All ResponsesSla ReportMessagingThe Total Number Of Agent Responses (Excluding The First Response) Answered Within A 30 Minute BucketAgent OperationsSkill<Null>
Sla 30m All Responses PercentageSla ReportMessagingThe Percentage Of Agent Responses (Excluding The First Response) Answered Within A 30 Minute BucketAgent OperationsSkill<Null>
Sla 30m First ResponseSla ReportMessagingThe Number Of Agent Segments In Which The Agent Sent Their First Response Within 30 MinutesAgent OperationsSkill<Null>
Sla 30m First Response PercentageSla ReportMessagingThe Percentage Of Agent Segments In Which The Agent Sent Their First Response Within 30 MinutesAgent OperationsSkill<Null>
Sla 5m All ResponsesSla ReportMessagingThe Total Number Of Agent Responses (Excluding The First Response) Answered Within A 5 Minute BucketAgent OperationsSkill<Null>
Sla 5m All Responses PercentageSla ReportMessagingThe Percentage Of Agent Responses (Excluding The First Response) Answered Within A 5 Minute BucketAgent OperationsSkill<Null>
Sla 5m First ResponseSla ReportMessagingThe Number Of Agent Segments In Which The Agent Sent Their First Response Within 5 MinutesAgent OperationsSkill<Null>
Sla 5m First Response PercentageSla ReportMessagingThe Percentage Of Agent Segments In Which The Agent Sent Their First Response Within 5 MinutesAgent OperationsSkill<Null>
Sla 60m All ResponsesSla ReportMessagingThe Total Number Of Agent Responses (Excluding The First Response) Answered Within A 60 Minute BucketAgent OperationsSkill<Null>
Sla 60m All Responses PercentageSla ReportMessagingThe Percentage Of Agent Responses (Excluding The First Response) Answered Within A 60 Minute BucketAgent OperationsSkill<Null>
Sla 60m First ResponseSla ReportMessagingThe Number Of Agent Segments In Which The Agent Sent Their First Response Within 60 MinutesAgent OperationsSkill<Null>
Sla 60m First Response PercentageSla ReportMessagingThe Percentage Of Agent Segments In Which The Agent Sent Their First Response Within 60 MinutesAgent OperationsSkill<Null>
Sla Above 24h All ResponsesSla ReportMessagingThe Total Number Of Agent Responses (Excluding The First Response) Answered Within More Than 24 HoursAgent OperationsSkill<Null>
Sla Above 24h All Responses PercentageSla ReportMessagingThe Percentage Of Agent Responses (Excluding The First Response) Answered Within More Than 24 HoursAgent OperationsSkill<Null>
Sla Above 24h First ResponseSla ReportMessagingThe Number Of Agent Segments In Which The Agent Sent Their First Response Within More Than 24 HoursAgent OperationsSkill<Null>
Sla Above 24h First Response PercentageSla ReportMessagingThe Percentage Of Agent Segments In Which The Agent Sent Their First Response Within More Than 24 HoursAgent OperationsSkill<Null>
Survey Take RateSurveys<Null>The Percentage Of Conversations Handled By An Agent Where The Consumer Submitted A Survey Answering A Predefined Csat Question Type.Agent Operations<Null>-
System Close RateRepeat Contact RateMessagingThe Percentage (%) Of Conversations Closed By The System Compared To The Total Number Of Closed ConversationsAgent OperationsAgent Group Skill Campaign Source TypeNo. Of Conversations Closed By System/closed Conversations
Takeover RateRepeat Contact RateMessagingThe Percentage (%) Of Conversations Another Agent (User) Takesover Conversations From A Given Agent.Agent OperationsAgent Group Skill Campaign Source TypeTakeovers From Agent/opened Conversations
Takeovers By AgentAgent ProductivityMessagingThe Number Of Times An Agent (User) Takes Over Conversations From Another Agent (Bot Or Human).in Most Cases This Metric Applies To Agent Managers Who Have The Permission To Take Over Conversations.Agent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Takeovers From AgentAgent ProductivityMessagingThe Number Of Times Another Agent (User) Takesover Conversations From A Given Agent.used To Analyse How Many Time Conversations Were Taken Over From A Bot Or Human Agent (Example- How Many Conversations Were Takenover From Concierge-bot Agent/user?).Agent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Total No. Of Agent ResponsesAgent ProductivityMessagingNumber Of Responses Provided By AgentAgent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Total No. Of Consumer ResponsesConsumer ExperienceMessagingNumber Of Responses Provided By Consumers To An Agent's Message. This Kpi Is Assigned To Skill (Not Agent).Agent OperationsSkill Engagement Campaign Lob End-point (Source Type)-
Total No. Of First ResponsesAgent ProductivityMessagingNumber Of First Responses To ConversationsAgent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Total No. Of First Responses To First Time ConversationsAgent ProductivityMessagingNumber Of First Responses By Agents To First Time Consumer ConversationsAgent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Total No. Of Messages Sent By AgentAgent ProductivityMessagingNumber Of Messages Sent By AgentAgent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Total No. Of Messages Sent By ConsumerConsumer ExperienceMessagingNumber Of Messages Sent By Consumers Including Unassigned Conversations. This Kpi Is Not Assigned To A Specific AgentAgent OperationsSkill Engagement Campaign Lob End-point (Source Type)-
Total No. Of Messages Sent By Consumer To AgentConsumer ExperienceMessagingNumber Of Messages Sent By Consumers While An Agent Was Assigned To The Conversation. This Kpi Is Not Assigned To A Specific AgentAgent OperationsSkill Engagement Campaign Lob End-point (Source Type)-
Total No. Of TransfersAgent ProductivityMessagingNumber Of Transfers. The Transfer Is Attributed To The Skill From Which The Transfer Was Initiated And Agent Who Initiated The TransferAgent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Transfer RateAgent ProductivityMessagingThe Percentage (%) Of Conversations Transferred Back To Queue To A Differnt Skill Or From One Agent Directly To Another Agent.Agent OperationsAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Wait Time For Agent Assignment 50th PercentileQueue HealthMessagingThe Median Time (Mm:ss) A Conversation Remains In Queue Until Assigned To An Agent. Measured From The Time The Conversation Was Opened Until The Time It Was Assigned To An Agent.Agent OperationsSkill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
Wait Time For Agent Assignment 90th PercentileQueue HealthMessagingThe 90th Percentile Of Time (Mm:ss) A Conversation Remains In Queue Until Assigned To An Agent. Measured From The Time The Conversation Was Opened Until The Time It Was Assigned To An Agent.Agent OperationsSkill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
Agent Segment Duration BotBot ProductivityMessagingThe Duration Of An Bot-segment. Measured From The Time The Conversation Was Assigned To The Bot Until It Was Closed Or Transferred. Attributed To The Assigned Agent Group And Skill.Bot Performance DashboardAgent Group Skill<Null>
Agent Segments BotBot ProductivityMessagingThe Number Of Times Conversations Were Assigned To An Agent. A Conversation May Be Assigned More Than Once To A Given Agent.Bot Performance DashboardAgent Group Skill<Null>
Annotations Exposure RateAgents AnnotationMessagingNumber Of Annotations Tha Were Exposed Out Of The Number Of Annotations That Were Created By The Bot When It Did Not Find Any Matching Intent.Bot Performance Dashboard<Null>No. Of Annotations Exposed / No. Of Annotations Created
Annotations Submission RateAgents AnnotationMessagingThe Percentage Of Submitted Annotations Out Of The Created Annotations.Bot Performance Dashboard<Null>No. Of Submitted Annotations / No. Of Annotations Created
Avg Bot Segment DurationBot ProductivityMessagingThe Average Duration Of The Time The Bot Was Assigned To The Conversation Measured From The Assignment Of The Bot Until The Conversation Is Transferred/escalated Or Taken Over Or Closed.Bot Performance DashboardAgent Group SkillAgent Segment Duration Bot / Agent Segments Bot
Avg. Conversation DurationBot ProductivityMessagingThe Average Duration Of Conversions From Open Time To Close Time. Attributed To The Agent Group And Skill At The Time The Conversation Was ClosedBot Performance DashboardAgent Group Skill<Null>
Avg. No. Of Bot Responses Per ConversationBot ProductivityMessagingAverage Number Of Bot Agent Responses Per Conversation.Bot Performance DashboardAgent Group SkillTotal No. Of Responses Sent By Bot / Bot Assigned Conversations
Avg. Response Time By BotBot ProductivityMessagingBased On Avg. Response Time By AgentBot Performance DashboardAgent Group SkillAgent Response Time Bot / Total No. Of Agent Responses Bot
Avg. Time To Response From Bot AssignmentBot ProductivityMessagingThe Avg Max Response Time Taken By The Bot To Respond To A Consumer Message From Bot Assignment. Based On Avg. Time To Response From Agent Assignment For Bot Agents.Bot Performance DashboardAgent Group SkillAgent First Response Time Bot / Total No. Of First Responses Bot
Avg. Wait Time For First Bot ResponseBot ProductivityMessagingThe Avg Max Response Time Taken By The Bot To Respond To A Consumer Message. Time Is Measured From The First Of Consecutive Messages Sent By A Consumer If A Conversation Just Started Or From The Start Of The Conversation If There Is No Message From Consumer. Based On Avg. Wait Time For First Agent ResponseBot Performance DashboardAgent Group Skill<Null>
Bot Abandoned ConversationsBot ProductivityMessagingThe Number Of Distinct Conversations Closed With No Response From Consumer Since The Bot Was Assigned.Bot Performance DashboardAgent Group Skill<Null>
Bot Abandoned Conversations RateBot ProductivityMessagingThe Percentage Of Bot Abandoned Conversations Out Of All The Bot Assigned ConversationsBot Performance DashboardAgent Group Skill<Null>
Bot Assigned ConversationsBot ProductivityMessagingThe Distinct Number Of Conversations That Were Assigned To The Bot. New Conversations Or After Transfer.Bot Performance DashboardAgent Group Skill<Null>
Bot Closed ConversationsBot ProductivityMessagingConversations That Were Closed When Bot Was Assigned To The Conversation. (Either Closed By The Bot Or Consumer Or System).Bot Performance Dashboard<Null>-
Bot Closed Conversations RateBot ProductivityMessagingThe Percentage Of Conversations Closed By The Bot Out Of The Conversations That Was Handled By The Bot ( Where The Bot Has Sent At Least One Message Or Transfer To Any Skill Or Agent)Bot Performance Dashboard<Null>Bot Closed Conversations / Bot Handled Conversations
Bot Concluded ConversationsBot ProductivityMessagingThe Number Of Bot Escalations Combined With The Number Of Bot Closed Conversations.Bot Performance DashboardAgent Group SkillBot Escalations + Bot Closed Conversations
Bot EscalationsBot ProductivityMessagingThe Number Of Conversations Transfers By The Bot To Another Skill Including Transfer To Skill Transfer To Agent ( Does Not Include B2q And Takeover).Bot Performance DashboardAgent Group Skill<Null>
Bot Escalations RateBot ProductivityMessagingPercentage (%) Of Conversations That Bot Has Transferred To Another Skill Out Of The Total Conversations Assigned To The Bot.Bot Performance DashboardAgent Group SkillBot Escalations / Bot Assigned Conversations
Bot Handled ConversationsBot ProductivityMessagingThe Distinct Number Of Conversations Where The Bot Has Sent At Least One Message Or Transfer To Any Skill Or Agent.Bot Performance Dashboard<Null>-
Bot Interactive ConversationsBot ProductivityMessagingThe Number Of Interactive Skill Segments Where The Consumer Answered To At Least One Message From The Bot In The Time The Conversation Was Assigned To That Bot.Bot Performance DashboardAgent Group Skill<Null>
Bot Interactive Conversations RateBot ProductivityMessagingThe Percentage Of Bot Interactive Conversations Out Of All The Bot Assigned Conversations.Bot Performance DashboardAgent Group SkillBot Interactive Conversations / Bot Assigned Conversations
Bot Takeover RateBot ProductivityMessagingThe Percentage Of Takeovers From Bot Out Of All The Bot Assigned ConversationsBot Performance DashboardAgent Group SkillTakeovers From Bot / Bot Assigned Conversations
Closed ConversationsBot ProductivityMessagingNumber Of Conversations Closed By Agent Consumer Or The System.Bot Performance DashboardAgent Group SkillNo. Of Conversations Closed By Agent+ No. Of Conversations Closed By System+ No. Of Conversations Closed By Consumer
Conversations Closed By The BotBot ProductivityMessagingConversations That Were Closed By The Bot That Was Assigned To The Conversation.Bot Performance DashboardAgent Group Skill<Null>
CsatBot ProductivityMessagingThe Average Csat Score Of The Conversations Where The Bot Has Participate.Bot Performance DashboardAgent Group Skill<Null>
FcrBot ProductivityMessagingThe Average Fcr Score Of The Conversations Where The Bot Has Participate.Bot Performance DashboardAgent Group Skill<Null>
Matched Intent RateBot ProductivityMessagingThe Percentage Matched Intents Out Of The Total Analyzed Intents.Bot Performance Dashboard<Null>No. Of Matched Intents / No Of Analyzed Intents
Matched Nlu Intent RateBot ProductivityMessagingThe Percentage Of Matched Nlu Intents Out Of The Number Of Analyzed Consumer Messages For Nlu Intents.Bot Performance Dashboard<Null>No. Of Matched Nlu Intents / No Of Analyzed Nlu Intents
McsBot ProductivityMessagingMcs For Conversations Assigned To A Bot.Bot Performance DashboardAgent Group Skill<Null>
No Of Analyzed IntentsBot ProductivityMessagingTotal Number Of Analyzed Intents ( No. Of Matched Intents +No. Of Unmatched Intents)Bot Performance Dashboard<Null>No. Of Matched Intents + No. Of Unmatched Intents
No Of Analyzed Nlu IntentsBot ProductivityMessagingTotal Number Of Analyzed Nlu Intents ( No. Of Matched Nlu Intents +No. Of Unmatched Intents)Bot Performance Dashboard<Null>No. Of Matched Nlu Intents + No. Of Unmatched Intents
No. Of Annotations CreatedAgents AnnotationMessagingNumber Of Annotations Created By The BotBot Performance Dashboard<Null>-
No. Of Exposed AnnotationsAgents AnnotationMessagingNumber Of Annotations That Were Exposed To At Least One Human Agent Generated By Agent Workspace. This Metric Will Count Distinct Annotations Meaning If An Annotation Was Exposed Twice It Will Be Counted Only Once.Bot Performance Dashboard<Null>-
No. Of Matched IntentsBot ProductivityMessagingNumber Of Consumer Matched Intents That The Bot Managed To Match For All Intent Types Including Nlu And Pattern Types.Bot Performance Dashboard<Null>-
No. Of Matched Nlu IntentsBot ProductivityMessagingNumber Of Consumer Intents That The Bot Managed To Match From Nlu Type ( As Defined In Conversation Builder)Bot Performance Dashboard<Null>-
No. Of Submitted AnnotationsAgents AnnotationMessagingNumber Of Annotations That Were Submitted By A Human AgentBot Performance Dashboard<Null>-
No. Of Unmatched IntentsBot ProductivityMessagingNumber Of Consumer Intents That The Bot Did Not Manage To Match (Counted Only For Nlu Intent Type)Bot Performance Dashboard<Null>-
NpsBot ProductivityMessagingThe Average Nps Score Of The Conversations Where The Bot Has Participate.Bot Performance DashboardAgent Group Skill<Null>
Rcr 0-3 DaysBot ProductivityMessagingPercentage Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 0 To 3 Days.Bot Performance DashboardAgent Group Skill<Null>
Rcr 0-30 DaysBot ProductivityMessagingTotal Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Up To 30 Days.Bot Performance DashboardAgent Group Skill<Null>
Rcr 1 HourBot ProductivityMessagingPercentage Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Within 1 Hour.Bot Performance DashboardAgent Group Skill<Null>
Repeat 0-3 DaysBot ProductivityMessagingTotal Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Up To 3 Days.Bot Performance DashboardAgent Group SkillRepeat 1 Hour + Repeat 1 Day + Repeat 3 Days
Repeat 0-30 DaysBot ProductivityMessagingTotal Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Up To 30 Days.Bot Performance DashboardAgent Group SkillRepeat 0-3 Days + Repeat 4-30 Days
Repeat 1 DayBot ProductivityMessagingTotal Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 1 Hour And 1 Day. This Rcr Measurement Is Mutually Exclusive Meaning Rcr 1 Hour (For Example) Is Not Included.Bot Performance DashboardAgent Group Skill<Null>
Repeat 1 HourBot ProductivityMessagingTotal Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Within 1 Hour. This Measurement Is A Prime Indicator Of Conversations That Are Closed Prematurely.Bot Performance DashboardAgent Group Skill<Null>
Repeat 14 DaysBot ProductivityMessagingTotal Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 7 Day And 14 Days. This Rcr Measurement Is Mutually Exclusive Meaning Rcr 7 Days (For Example) Is Not Included.Bot Performance DashboardAgent Group Skill<Null>
Repeat 3 DaysBot ProductivityMessagingTotal Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 1 Day And 3 Days. This Rcr Measurement Is Mutually Exclusive Meaning Rcr 1 Day (For Example) Is Not Included.Bot Performance DashboardAgent Group Skill<Null>
Repeat 30 DaysBot ProductivityMessagingTotal Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 14 Day And 30 Days. This Rcr Measurement Is Mutually Exclusive Meaning Rcr 14 Days (For Example) Is Not Included.Bot Performance DashboardAgent Group Skill<Null>
Repeat 4-30 DaysBot ProductivityMessagingTotal Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 7 To 30 Days.Bot Performance DashboardAgent Group SkillRepeat 7 Days + Repeat 14 Days + Repeat 30 Days
Repeat 7 DaysBot ProductivityMessagingTotal Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 3 Day And 7 Days. This Rcr Measurement Is Mutually Exclusive Meaning Rcr 3 Days (For Example) Is Not Included.Bot Performance DashboardAgent Group Skill<Null>
Submitted Annotations With An IntentAgents AnnotationMessagingNumber Of Annotations That Were Completed And Got Submitted With Any IntentBot Performance Dashboard<Null>-
Submitted Annotations With An Intent RateAgents AnnotationMessagingNumber If Annotations Submitted With Intent Out Of The Submitted Annotations.Bot Performance Dashboard<Null>Submitted Annotations With An Intent / No. Of Submitted Annotations
Submitted Annotations With No IntentAgents AnnotationMessagingNumber Of Annotations That Were Completed And Got Submitted With A User Don't Know Answer.Bot Performance Dashboard<Null>-
Submitted Annotations With No Intent RateAgents AnnotationMessagingNumber If Annotations Submitted With No Intent Out Of The Submitted Annotations.Bot Performance Dashboard<Null>Submitted Annotations With No Intent/ No. Of Submitted Annotations
Survey Response RateBot ProductivityMessagingThe Pcs Survey Response Rate Calculated As Number Of Conversation That Has Survey Responses (Nps Csat Fcr) Out Of The Total Closed ConversationsBot Performance DashboardAgent Group SkillSurvey Response / Closed Conversation
Takeovers From BotBot ProductivityMessagingThe Number Of Times Another Human Agent (User) Takes Over Conversations From A Given Bot.Bot Performance DashboardAgent Group Skill<Null>
Abandoned ConversationsConsumer ExperienceMessagingThe Number Of Conversations During Which An Agent Did Not Respond To A Consumer Message. Conversations In Which The Agent Is The First To Message (Resume) Can't Be Marked As Abandoned Even If The Consumer Did Not Respond To An Agent Message.Business Activity For MessagingDate Initial Device Goal Type Group Source Type-
Abandoned RateConsumer ExperienceMessagingThe Percentage (%) Of Consumers Who Abandoned The Queue Out Of All Consumers That Entered The QueueBusiness Activity For MessagingDate Initial Device Goal Type Group Source TypeAbandoned Conversations / Closed Conversations
Accepted OffersCampaign FunnelMessagingNumber Of All Engagement Offers That Were Clicked By ConsumersBusiness Activity For MessagingDate Initial Device Goal Type Group Source Type-
Accepted Rate (Brand)Campaign FunnelMessagingThe Percentage (%) Of Online Exposures That Resulted In A Click (Accept) Calculated At The Brand Level.Business Activity For MessagingDate Initial Device Goal Type Group Source TypeOnline Offers Accepted / Online Exposures (Brand)
Assigned ConversationsAgent ProductivityMessagingThe Number Of Conversations That Were Assigned At Least To One Agent During The Selected Timeframe.Business Activity For MessagingThe Number Of Assignments Number Of Times Conversation Was Assigned To An Agent. This Metric Does Not Count Cases When Agent Manager Or Bot Joined A Conversation.Count Distinct Conversations
AssignmentsAgent ProductivityMessagingThe Number Of Assignments Number Of Times Conversation Was Assigned To An Agent. This Metric Does Not Count Cases When Agent Manager Or Bot Joined A Conversation.Business Activity For MessagingDate Initial Device Goal Type Group Source Type<Null>
Avg. Consumer Response TimeConsumer ExperienceMessagingAverage Of The Time ([Mm]:ss) Taken By Consumers To Respond To An Agent? Message.in Case Of Multiple Consecutive Agent Messages The Time Will Be Measured From The First Message. In Case Of Multiple Consecutive Consumer Responses The Time Will Be Measured Until The First Response.this Kpi Is Not Assigned To An AgentBusiness Activity For MessagingDate Initial Device Goal Type Group Source Type-
Avg. Conversation DurationConsumer ExperienceMessagingAverage Duration Of Conversions From Open Time To Close Time. Attributed To The Agent Group And Skill At The Time The Conversation Was ClosedBusiness Activity For MessagingDate Initial Device Goal Type Group Source Type-
Avg. Conversation DurationConsumer ExperienceMessagingAverage Duration Of Conversions From Open Time To Close Time. Attributed To The Agent Group And Skill At The Time The Conversation Was Closedexcluding The Duration Of The Post-conversation Survey (Pcs).Business Activity For MessagingDate Initial Device Goal Type Group Source Type-
Avg. Exposures (Brand)Campaign FunnelMessagingAverage Number Of Times Consumers Were Exposed To Each Engagement (Setup In The Campaigns The Consumer Was Targeted By). Example- Consumer Was Exposed To Engagement A And Engagement B During The Same Session. This Session Will Contribute + 2 To The Numerator And +1 To The Denominator. The Denominator Counts Sessions During Which The Consumer Was Exposed At Least Once During Any EngagementBusiness Activity For MessagingDate Initial Device Goal Type Group Source TypeExposures (Brand) / Exposed (Brand)
Avg. Exposures (Camp)Campaign FunnelMessagingAverage Number Of Times Consumers Were Exposed To Each Engagement In The Selected Campaign. Example- Consumer Was Exposed To Engagement A And Engagement B During The Same Session. This Session Will Contribute +2 To The Numerator And +1 To The Denominator. The Denominator Counts Sessions During Which The Consumer Was Exposed At Least Once To Any Engagement In The Selected Campaign.(pre-aggregated By Campaign. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects)Business Activity For MessagingDate Initial Device Goal Type Group Source TypeExposures (Camp) / Exposed (Camp)
Avg. Exposures (Entry Point)Campaign FunnelMessagingAverage Number Of Times A Consumer Was Exposed To Each Engagement Assigned To . Specific Entry Point. Example- Consumer Was Exposed To Engagement A And Engagement B During The Same Session. This Session Will Contribute +2 To The Numerator And +1 To The Denominator. The Denominator Counts Sessions During Which The Consumer Was Exposed At Least Once To Any Engagement. Pre-aggregated By Entry Point Summarixing This Metric Acrss Different Entry Points May Not Equal A Totla Number Of Distinct Objects.Business Activity For MessagingDate Initial Device Goal Type Group Source TypeExposures (Entry Point) / Exposed (Entry Point)
Avg. Exposures (Lob)Campaign FunnelMessagingAverage Number Of Times Consumers Were Exposed To Each Engagement (Setup In The Campaigns The Consumer Was Targeted By). Example- Consumer Was Exposed To Engagement A And Engagement B During The Same Session. This Session Will Contribute + 2 To The Numerator And +1 To The Denominator. The Denominator Counts Sessions During Which The Consumer Was Exposed At Least Once During Any EngagementBusiness Activity For MessagingDate Initial Device Goal Type Group Source TypeExposures (Lob) / Exposed (Lob )
AwayAgent StatusMessagingchatCumulative Time Hh:mm In Away State. Can Be Viewed And Filtered By The Away Reason Attribute.Business Activity For MessagingDate Initial Device Goal Type Group Source Type-
Away RateAgent StatusMessagingchatPercentage (%) Of Time Spent By Agents In Away State Out Of The Logged In Time.Business Activity For MessagingDate Initial Device Goal Type Group Source TypeAway / Logged In Time
Back SoonAgent StatusMessagingchatCumulative Time ([H]:m M) In Back Soon StateBusiness Activity For MessagingDate Initial Device Goal Type Group Source Type-
Back Soon RateAgent StatusMessagingchatPercentage (%) Of Time Spent By Agents In Back Soon State Out Of The Logged In Time.Business Activity For MessagingDate Initial Device Goal Type Group Source TypeBack Soon / Logged In Time
Back To Queue TransfersAgent ProductivityMessagingTotal Number Of Transfers Back To The Queue. The Transfer Is Attributed To The Skill From Which The Transfer Was Initiated And Agent And Group Who Initiated The TransferBusiness Activity For MessagingDate Initial Device Goal Type Group Source Type-
Chat Conversion Rate Benefit (1%)Campaign ConversionsMessagingThe Difference Between The Messaging-assisted Conversion Rate And The Self-service Conversion Rate From The Control Group (Assuming The Control Group Percentage Is A Uniform 1% Across Campaigns).Business Activity For MessagingDategoal Type Groupinitial Devicecampaign Name[Total Messaging Conversion Rate]/([total Control Group Conversions]/([prospects (Camp)]*0.01))
Chat Conversion Rate Benefit (5%)Campaign ConversionsMessagingThe Difference Between The Messaging-assisted Conversion Rate And The Self-service Conversion Rate From The Control Group (Assuming The Control Group Percentage Is A Uniform 5% Across Campaigns).Business Activity For MessagingDategoal Type Groupinitial Devicecampaign Name[Total Messaging Conversion Rate]/([total Control Group Conversions]/([prospects (Camp)]*0.05))
Closed By Agent RateAgent ProductivityMessagingThe Percentage (%) Of Conversations Closed By The Agent Compared To The Total Number Of Closed ConversationsBusiness Activity For MessagingDate Initial Device Goal Type Group Source TypeNo. Of Conversations Closed By Agent/ Closed Conversations
Closed By Consumer RateAgent ProductivityMessagingThe Percentage (%) Of Conversations Closed By The Consumer Compared To The Total Number Of Closed ConversationsBusiness Activity For MessagingDate Initial Device Goal Type Group Source TypeNo. Of Conversations Closed By Consumer/ Closed Conversations
Closed By System RateAgent ProductivityMessagingThe Percentage (%) Of Conversations Closed By The System Compared To The Total Number Of Closed ConversationsBusiness Activity For MessagingDate Initial Device Goal Type Group Source TypeNo. Of Conversations Closed By System/ Closed Conversations
Closed ConversationsAgent ProductivityMessagingThe Number Of Conversations Closed By Agent Consumer Or The SystemBusiness Activity For MessagingDate Initial Device Goal Type Group Source TypeNo. Of Conversations Closed By Agent + No. Of Conversations Closed By Consumer + No. Of Conversations Closed By System
Closed Conversations Per Login Hour (Ccplh)Agent ProductivityMessagingThe Number Of Closed Conversations Over The Total Logged In Time Factored By 24.Business Activity For MessagingDate Initial Device Goal Type Group Source TypeClosed Conversations / Logged In Time
Closed Conversations Per Online Hour (Ccpoh)Agent ProductivityMessagingThe Percentage (%) Of Closed Conversations Over The Total Online Time Factored By 24.Business Activity For MessagingDate Initial Device Goal Type Group Source TypeClosed Conversations / Online
Control Group In Session AovCampaign ConversionsMessagingAverage Order Value Of Conversions From Control Group Visitors During Their Visitor Sessions. Control Group Visitors Visitors Who Were Not Exposed To Any Engagement In Their Site Journey Either They Were In A Control Group Or Prospects Who Aren't Exposed To Invites.Business Activity For MessagingDate Initial Device Source Type Campaign NameControl Group In Session Revenue/control Group In Session Conversions
Control Group In Session ConversionsCampaign ConversionsMessagingConversions By Control Group Visitors Purposely Never Exposed To Messaging Conversation Invites Occurring During A Visitor Session. Control Group Visitors Visitors Who Were Not Exposed To Any Engagement In Their Site Journey Either They Were In A Control Group Or Prospects Who Aren't Exposed To Invites.Business Activity For MessagingDate Initial Device Source Type Campaign Name<Null>
Control Group In Session RevenueCampaign ConversionsMessagingRevenue From Conversions By Control Group Visitors Purposely Never Exposed To Messaging Invites Occurring During A Visitor Session. Control Group Visitors - Visitors Who Were Not Exposed To Any Engagement In Their Site Journey Either They Were In A Control Group Or Prospects Who Aren't Exposed To Invites.Business Activity For MessagingDate Initial Device Source Type Campaign Name<Null>
Conversation Open RateAgent ProductivityMessagingThe Percentage (%) Of Conversations That Were Opened Out Of The Total Number Of Accepted Offers.Business Activity For MessagingDate Initial Device Goal Type Group Source TypeOpened Conversations / Accepted Offers
Conversions Per Online HourAgent ProductivityMessagingThe Percentage (%) Of Total Conversions After Engagement By Online HourBusiness Activity For MessagingDate Initial Device Goal Type Group Source TypeTotal Conversions / Online
Cross Session Direct Revenue After EngagementCampaign ConversionsMessagingTotal Direct Revenue Achieved After Engagements. The Engagement And The Purchase Transaction Happened In 2 Different Sessions (The Previous Session Is Attributed To The Same Consumer By Their Browser And Device The Length Of Time Between Sessions Is Defined In The Campaign Area Footnote)Business Activity For MessagingDatecampaign Nameinitial Device-
Csat Score (Unified)SurveysMessagingCsat Score For Closed Conversations (Including Unassigned). When Filtering By Date/time The Csat Score Will Be Associated With The Time The Conversations Ended. Contains Both Results From The First Generation Survey And The Survey Bot Driven FlowsBusiness Activity For MessagingDate Initial Device Goal Type Group Source TypeNumber Of 4 Or 5 Responses / Number Of Responses
EngagementsCampaign FunnelMessagingNumber Of Connected Messaging Engagements.Business Activity For MessagingSkill Engagement Campaign End-point (Source Type)-
Exposed (Brand)Campaign FunnelMessagingNumber Of Sessions During Which The Consumer Was Offered And Engagement In Any StateBusiness Activity For MessagingDate Initial Device Goal Type Group Source Type-
Exposed (Camp)Campaign FunnelMessagingNumber Of Sessions During Which The Consumer Was Offered An Engagement From The Selected Campaign In Any State(pre-aggregated By Campaign. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects)Business Activity For MessagingDate Initial Device Goal Type Group Source Type-
Exposed (Eng)Campaign FunnelMessagingNumber Of Sessions During Which The Consumer Was Offered A Specific Engagement In Any State Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Engagement. Summarizing This Metric Across Different Engagements May Not Equal A Total Of Distinct Objects)Business Activity For MessagingDate Initial Device Goal Type Group Source Type-
Exposed (Entry Point)Campaign FunnelMessagingNumber Of Sessions During Which A Consumer Was Offered An Engagement Assigned To The Selected Entry Point In Any State( Pre-aggregated By Entry Point) . Summarizing This Metric Across Different Entry Points May Not Equal A Total Of Distinct Objects.Business Activity For MessagingDate Initial Device Goal Type Group Source Type-
Exposed (Lob)Campaign FunnelMessagingNumber Of Sessions During Which The Consumer Was Offered An Engagement From A Campaign Associated With The Selected Line Of Business In Any State (Pre-aggregated By Lob. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects.Business Activity For MessagingDate Initial Device Goal Type Group Source Type-
Exposed Rate (Brand)Campaign FunnelMessagingThe Percentage (%) Of Brands That Were Exposed (Calculated At The Brand Level)Business Activity For MessagingDate Initial Device Goal Type Group Source Type-
Exposed Rate (Camp)Campaign FunnelMessagingThe Percentage (%) Of Prospects That Were Exposed (Calculated At The Campaign Level)Business Activity For MessagingDate Initial Device Goal Type Group Source TypeExposed (Camp) / Prospects (Camp)
Exposed Rate (Eng)Campaign FunnelMessagingThe Percentage (%) Of Prospects That Were Exposed (Calculated At The Engagement Level)Business Activity For MessagingDate Initial Device Goal Type Group Source TypeExposed (Eng) / Prospects (Eng)
Exposed Rate (Entry Point)Campaign FunnelMessagingThe Percentage (%) Of Brands That Were Exposed (Calculated At The Entry Point Level)Business Activity For MessagingDate Initial Device Goal Type Group Source Type-
Exposed Rate (Lob)Campaign FunnelMessagingThe Percentage (%) Of Brands That Were Exposed (Calculated At The Line Of Business Level)Business Activity For MessagingDate Initial Device Goal Type Group Source TypeExposed (Lob) / Prospects (Lob)
Exposures (Brand)Campaign FunnelMessagingNumber Of Times Each Engagement Was Offered To A Consumer. If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One ExposureBusiness Activity For MessagingDate Initial Device Goal Type Group Source Type-
Exposures (Camp)Campaign FunnelMessagingNumber Of Times Each Engagement Was Offered To A Consumer. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Campaign. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects)Business Activity For MessagingDate Initial Device Goal Type Group Source Type-
Exposures (Eng)Campaign FunnelMessagingNumber Of Times A Specific Engagement Was Offered To A Consumer. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Engagement. Summarizing This Metric Across Different Engagements May Not Equal A Total Of Distinct Objects)Business Activity For MessagingDate Initial Device Goal Type Group Source Type-
Exposures (Entry Point)Campaign FunnelMessagingNumber Of Times Each Engagement Was Offered To A Consumer. Distinct At The Engagement Level- If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure( Pre Aggregated By The Campaign . Summarizing This Metric Across Different Campaigns May Not Equal A Total Number Of Distinct Objects).Business Activity For MessagingDate Initial Device Goal Type Group Source Type-
Exposures (Lob)Campaign FunnelMessagingNumber Of Times Each Engagement Was Offered To A Consumer. Distinct At The Engagement Level- If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure( Pre Aggregated By The Campaign . Summarizing This Metric Across Different Campaigns May Not Equal A Total Number Of Distinct Objects).Business Activity For MessagingDate Initial Device Goal Type Group Source Type-
Handled ConversationsAgent ProductivityMessagingThe Number Of Conversations In Which The Agent Sent At Least One Message During The Selected Timeframe.Business Activity For MessagingDate Initial Device Goal Type Group Source Type-
Human Closed ConversationsAgent ProductivityMessagingConversations Closed By Human AgentsBusiness Activity For MessagingDategoal Type Groupinitial Devicecampaign NameagentSum(case(([user Type]@id=1)[closed Conversations]0)){~+}
In Session Direct Revenue After EngagementCampaign ConversionsMessagingTotal Direct Revenue Achieved After Engagements. Engagement And Purchase Happened In The Same SessionBusiness Activity For MessagingDatecampaign Nameinitial Device-
Incremental Conversion Rate(5%)Campaign ConversionsMessagingDifference Between Messaging-assisted Conversion Rate And That Of The Control Group.Business Activity For MessagingDategoal Type Groupinitial Devicecampaign Name[Total Messaging Conversion Rate]-[self Serve Conv. Rate (5%)]
Incremental Conversion Ratio (Brand)Campaign ConversionsMessagingThe Percentage (%) Of The Total Conversations That May Not Have Otherwise Occured (Incremental Conversion ( Calculated At The Brand Level)Business Activity For MessagingDate Initial Device Goal Type Group Source TypeIncremental Conversions (Brand) / Total Conversions After Engagement
Incremental Conversion Ratio (Camp)Campaign ConversionsMessagingThe Percentage (%) Of Total Conversions That May Not Have Otherwise Occurred (Incremental Conversion) (Calculated At The Campaign Level)Business Activity For MessagingDate Initial Device Goal Type Group Source TypeIncremental Conversions (Camp) / Total Conversions After Engagement
Incremental Conversion Ratio (Eng)Campaign ConversionsMessagingThe Percentage (%) Of Total Conversions That May Not Have Otherwise Occurred (Incremental Conversion) (Calculated At The Engagement Level)Business Activity For MessagingDate Initial Device Goal Type Group Source TypeIncremental Conversions (Eng) / Total Conversions After Engagement
Incremental Conversions (Brand)Campaign ConversionsMessagingThe Number Of Incremental Conversions (Calculated At The Brand Level)Business Activity For MessagingDate Initial Device Goal Type Group Source TypeIncremental Conversions (Brand) Otal Conversions After Engagement
Incremental Conversions (Camp)Campaign ConversionsMessagingNumber Of Incremental Conversions (Calculated At The Campaign Level)Business Activity For MessagingDate Initial Device Goal Type Group Source Type(Total Conversion Rate After Engagement - Total Conversion Rate After Exposure Not Engagement (Camp)) * Engaged
Incremental Conversions (Eng)Campaign ConversionsMessagingThe Number Of Total Conversions That May Not Have Otherwise Occurred (Incremental Conversion) (Calculated At The Engagement Level)Business Activity For Messaging<Null>-
Incremental Revenue W/ Aov Benefit (5%)Campaign ConversionsMessagingRevenue Over And Above That Of Self-service As Dimensioned By The Control Group With Messaging-assisted Aov Applied To Incremental Sales And Control Group Aov Applied To The Remainder Of Sales.Business Activity For MessagingDategoal Type Groupinitial Devicecampaign NameIf(((([incremental Sales (5%)]*[total Direct Aov After Engagement])+(([total Conversions After Engagement]-[incremental Sales (5%)])*([total Direct Aov After Engagement]-[total Control Group Aov])))<0) 0 (([Incremental Sales (5%)]*[total Direct Aov After Engagement])+(([total Conversions After Engagement]-[incremental Sales (5%)])*([total Direct Aov After Engagement]-[total Control Group Aov])))
Incremental Revenue With Aov Benefit (1%)Campaign ConversionsMessagingRevenue Over And Above That Of Self-service As Dimensioned By The Control Group With Messaging-assisted Aov Applied To Incremental Sales And Control Group Aov Applied To The Remainder Of Sales.Business Activity For MessagingDategoal Type Groupinitial Devicecampaign Name((([Total Messaging Conversion Rate]-([total Control Group Conversions]/([prospects (Camp)]*0.01)))*[closed Conversations])*[total Direct Aov After Engagement])+(([total Conversions After Engagement]-(([total Messaging Conversion Rate]-([total Control Group Conversions]/([prospects (Camp)]*0.01)))*[closed Conversations]))*([total Direct Aov After Engagement]-[total Control Group Aov]))
Incremental Revenue With Aov Benefit (5%)Campaign ConversionsMessagingRevenue Over And Above That Of Self-service As Dimensioned By The Control Group With Messaging-assisted Aov Applied To Incremental Sales And Control Group Aov Applied To The Remainder Of Sales.Business Activity For MessagingDategoal Type Groupinitial Devicecampaign Name((([Total Messaging Conversion Rate]-([total Control Group Conversions]/([prospects (Camp)]*0.05)))*[closed Conversations])*[total Direct Aov After Engagement])+(([total Conversions After Engagement]-(([total Messaging Conversion Rate]-([total Control Group Conversions]/([prospects (Camp)]*0.05)))*[closed Conversations]))*([total Direct Aov After Engagement]-[total Control Group Aov]))
Incremental Sales (5%)Campaign ConversionsMessagingMessaging-assisted Conversions Additional To The Conversions From The Control Group.Business Activity For MessagingDategoal Type Groupinitial Devicecampaign NameIf ((([Incremental Conversion Rate(5%)]*[closed Conversations])<0) 0 ([Incremental Conversion Rate(5%)]*[closed Conversations]))
Interactive ConversationsConsumer ExperienceMessagingNumber Of Conversations During Which The Consumers Responded At Least Once To An Agent MessageBusiness Activity For MessagingDate Initial Device Goal Type Group Source Type-
Interactive RateConsumer ExperienceMessagingPercentage Of Interactive Conversations Out Of The Total Number Of Closed ConversationsBusiness Activity For MessagingDate Initial Device Goal Type Group Source TypeInteractive Conversations / Closed Conversations
Logged In TimeAgent StatusMessagingchatCumulative Agents Logged In Time Hh:mmBusiness Activity For MessagingDate Initial Device Goal Type Group Source Type-
McsConsumer ExperienceMessagingMeaningful Conversation Score (Mcs - An Automated Real Time Measurement Of Consumer Sentiment) For Closed Conversations Including Unassigned Conversations. This Metric Is Attributed Only To The Last Assigned Agent In The Conversation.Business Activity For MessagingDate Initial Device Goal Type Group Source TypeAverage Of 3 Possible Mcs Values: 1) Positive= 100 2) Neutral= 0 3) Negative = -100
Messaging Aov BenefitCampaign ConversionsMessagingThe Variance Between Messaging-assisted Average Order Value And That Of The Control Group.Business Activity For MessagingDategoal Type Groupinitial Devicecampaign Name[Total Direct Aov After Engagement]/[total Control Group Aov]
Messaging Collaboration Duration (Sec)Agent ProductivityMessagingThe Total Duration Of Messaging Collaboration Sessions.Business Activity For MessagingAgent Group Skill Engagement Campaign Lob Source Type-
Messaging Conversion Rate BenefitCampaign ConversionsMessagingThe Variance Between Messaging-assisted Conversion Rate And That Of The Control Group.Business Activity For MessagingDategoal Type Groupinitial Devicecampaign Name[Total Messaging Conversion Rate]/[total Control Group Conversion Rate]
Messaging Conversion Rate Benefit(5%)Campaign ConversionsMessagingThe Variance Between The Messaging-assisted Conversion Rate And That Of The Control Group.Business Activity For MessagingDategoal Type Groupinitial Devicecampaign Name[Total Messaging Conversion Rate]/[self Serve Conv. Rate (5%)]
Messaging Engagement ViewsCampaign ConversionsMessagingNumber Of Times An Engagement Offer Was Presented To A ConsumerBusiness Activity For MessagingDate Initial Device Goal Type Group Source Type-
No. Of Conversations Closed By AgentAgent ProductivityMessagingThe Number Of Conversations Closed By The AgentBusiness Activity For MessagingDate Initial Device Goal Type Group Source Type-
No. Of Conversations Closed By ConsumerAgent ProductivityMessagingNumber Of Conversations Closed By ConsumersBusiness Activity For MessagingDate Initial Device Goal Type Group Source Type-
No. Of Conversations Closed By SystemAgent ProductivityMessagingThe Number Of Conversations Closed By The SystemBusiness Activity For MessagingDate Initial Device Goal Type Group Source Type-
No. Of Messaging Collaboration Interactive SessionsAgent ProductivityMessagingNumber Of Interactive Messaging Collaboration Sessions.an Interactive Session Involves Participation Of Both Agent And Consumer And Lasts 60 Seconds Or MoreBusiness Activity For MessagingAgent Group Skill Engagement Campaign Lob Source Type-
No. Of Messaging Collaboration SessionsAgent ProductivityMessagingNumber Of Messaging Collaboration Sessions For All Session Types.Business Activity For MessagingAgent Group Skill Engagement Campaign Lob Source Type-
No. Of Opened ConversationsConsumer ExperienceMessagingNumber Of Opened Conversations By Either Agents Or ConsumersBusiness Activity For MessagingDate Initial Device Goal Type Group Source TypeNo. Of Conversations Opened By Consumer + No. Of Conversations Opened By Agent
No. Of Secure Form (Pci) Sent (Messaging)Agent ProductivityMessagingNumber Of Secure Forms Sent By An Agent To A Consumer During A Conversation.Business Activity For MessagingAgent Group Skill Engagement Campaign Lob Source Type-
No. Of Secure Form (Pci) Submitted (Messaging)Agent ProductivityMessagingNumber Of Secure Forms Completed And Submitted Back To The Agent By A Consumer During A Conversation.Business Activity For MessagingAgent Group Skill Engagement Campaign Lob Source Type-
No. Of Secure Form (Pci) Viewed (Messaging)Agent ProductivityMessagingNumber Of Secure Forms Viewed By The Consumer During A ConversationBusiness Activity For MessagingAgent Group Skill Engagement Campaign Lob Source Type-
OnlineAgent StatusMessagingchatCumulative Time ([H]:mm) In Online State. Note! Messaging Agents Must Have A Configured Chat Concurrency (Greater Than 0) In Order For The System To Populate This Metric's Value. Messaging Agents With A Chat Concurrency Of 0 Appear With 0 Online Time.Business Activity For MessagingDate Initial Device Goal Type Group Source Type-
Online Exposure Rate (Brand)Campaign FunnelMessagingThe Percentage(%) Of Exposures That Were Online Exposures (Calculated At The Brand Level)Business Activity For MessagingDate Initial Device Goal Type Group Source TypeOnline Exposures (Brand) / Exposures (Brand)
Online Exposure Rate (Camp)Campaign FunnelMessagingThe Percentage (%) Of Exposures That Were Online Exposures (Calculated At The Campaign Level)Business Activity For MessagingDate Initial Device Goal Type Group Source TypeChat Online Exposures (Camp) / Exposures (Camp)
Online Exposure Rate (Eng)Campaign FunnelMessagingThe Percentage (%) Of Exposures That Were Online Exposures (Calculated At The Engagement Level)Business Activity For MessagingDate Initial Device Goal Type Group Source TypeOnline Exposures (Eng) / Exposures (Eng)
Online Exposure Rate (Entry Point)Campaign FunnelMessagingThe Percentage (%) Of Exposures That Were Online Exposures (Calculated At The Entry Point Level)Business Activity For MessagingDate Initial Device Goal Type Group Source TypeOnline Exposures (Entry Point) / Exposures (Entry Point)
Online Exposure Rate (Lob)Campaign FunnelMessagingThe Percentage (%) Of Exposures That Were Online Exposures (Calculated At The Lob Level)Business Activity For MessagingDate Initial Device Goal Type Group Source TypeOnline Exposures (Lob) / Exposures (Lob)
Online Exposures (Brand)Campaign FunnelMessagingNumber Of Times Each Engagement Was Offered To A Consumer In Online State. Distinct At The Engagement Level- If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure.Business Activity For MessagingDate Initial Device Goal Type Group Source Type-
Online Exposures (Camp)Campaign FunnelMessagingNumber Of Times Each Engagement Was Offered To A Consumer In Online State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Campaign. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects)Business Activity For MessagingDate Initial Device Goal Type Group Source Type-
Online Exposures (Eng)Campaign FunnelMessagingNumber Of Times A Specific Engagement Was Offered To A Consumer In Online State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Engagement. Summarizing This Metric Across Different Engagements May Not Equal A Total Of Distinct Objects)Business Activity For MessagingDate Initial Device Goal Type Group Source Type-
Online Exposures (Entry Point)Campaign FunnelMessagingNumber Of Times Each Engagement Was Offered To Consumer In Online State. Distinct At The Engagement Level- If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure.Business Activity For MessagingDate Initial Device Goal Type Group Source Type-
Online Exposures (Lob)Campaign FunnelMessagingNumnber Of Times Each Engagement Was Offered To A Consumer In Online State. Distinct At The Engagement Level- If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure Pre-aggregated By Campaign. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects.Business Activity For MessagingDate Initial Device Goal Type Group Source Type-
Online RateAgent StatusMessagingchatThe Percentage (%) Of Time The Agent Spent In The Online State Out Of The Logged In Time.Business Activity For MessagingDate Initial Device Goal Type Group Source TypeOnline / Logged In Time
Prospects (Brand)Campaign FunnelMessagingNumber Of Consumers That Were Eligible To Receive At Least One Engagement From A Campaign. Includes Control Group Consumers If Defined In The Account.Business Activity For MessagingDate Initial Device Goal Type Group Source Type-
Prospects (Eng)Campaign FunnelMessagingNumber Of Consumers That Were Eligible To Receive At Least One Engagement From A Campaign. Includes Control Group Consumers If Defined In The Account(pre-aggregated By Engagement. Summarizing This Metric Across Different Engagements May Not Equal A Total Of Distinct Objects)Business Activity For MessagingDate Initial Device Goal Type Group Source Type-
Prospects (Entry Point)Campaign FunnelMessagingNumber Of Consumers That Were Eligible To Receive At Least One Engagement From A Campaign. Includes Control Group Consumers If Defined At The Account (Pre-aggregated By Campaign). Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct ObjectsBusiness Activity For MessagingDate Initial Device Goal Type Group Source Type-
Prospects (Lob)Campaign FunnelMessagingNumber Of Consumers That Were Eligible To Receive At Least On Engagement From A Campaign Associated To The Selected Line Of Business. Includes Control Group Consumers If Defined At The Account (Pre-aggregated By Lob). Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects)Business Activity For MessagingDate Initial Device Goal Type Group Source Type-
Prospects Rate (Brand)Campaign FunnelMessagingThe % Of Consumers That Were Identified As Prospects (Calculated At The Brand Level)Business Activity For MessagingDate Initial Device Goal Type Group Source TypeProspects (Brand) / Sessions
Self Serve Conv. Rate (5%)Campaign ConversionsMessagingThe Conversion Rate Of The Control Group Population.Business Activity For MessagingDategoal Type Groupinitial Devicecampaign Name[Total Control Group Conversions]/(([prospects (Camp)]*0.05))
Self Service Exposed Cross Session AovCampaign ConversionsMessagingAverage Revenue Achieved After Exposure Out Of The Number Of Purchase Transactions Completed After Exposures Where Exposure And Purchase Event Occur In Different Sessions For Self Service Visitors - Visitors Who Were Exposed To An Invite But Did Not Have Any Engagement/messaging Conversation And Converted On The Web Site ( They Might Clicked On Content But They Didn't Start A Messaging Conversation).Business Activity For MessagingDate Initial Device Source Type Campaign NameSelf Service Exposed Cross Session Revenue/self Service Exposed Cross Session Conversions
Self Service Exposed Cross Session ConversionsCampaign ConversionsMessagingNumber Of Conversions Achieved After An Invite Exposure Occurred In A Previous Visit To The Site For The Self Service Visitors - Visitors Who Were Exposed To An Invite But Did Not Have Any Engagement/messaging Conversation And Converted On The Web Site ( They Might Clicked On Content But They Didn't Start A Messaging Conversation).Business Activity For MessagingDate Initial Device Source Type Campaign Name<Null>
Self Service Exposed Cross Session RevenueCampaign ConversionsMessagingRevenue Achieved After An Invite Exposure Occurred In A Previous Visit To The Site For The Self Service Visitors - Visitors Who Were Exposed To An Invite But Did Not Have Any Engagement/messaging Conversation And Converted On The Web Site ( They Might Clicked On Content But They Didn't Start A Messaging Conversation).Business Activity For MessagingDate Initial Device Source Type Campaign Name<Null>
Self Service Exposed In Session AovCampaign ConversionsMessagingAverage Of The Revenue Achieved After Exposures Out Of The Number Of Purchase Transactions Completed After Exposures Where Exposure And Purchase Event Occur In The Same Session For Self Service Visitors - Visitors Who Were Exposed To An Invite But Did Not Have Any Engagement/messaging Conversation And Converted On The Web Site ( They Might Clicked On Content But They Didn't Start A Messaging Conversation).Business Activity For MessagingDate Initial Device Source Type Campaign NameSelf Service Exposed In Session Revenue/self Service Exposed In Session Conversions
Self Service Exposed In Session ConversionsCampaign ConversionsMessagingNumber Of Conversions Achieved After An Exposure In The Same Session For Self Service Visitors - Visitors Who Were Exposed To An Invite But Did Not Have Any Engagement/messaging Conversation And Converted On The Web Site ( They Might Clicked On Content But They Didn't Start A Messaging Conversation).Business Activity For MessagingDate Initial Device Source Type Campaign Name<Null>
Self Service Exposed In Session RevenueCampaign ConversionsMessagingRevenue Achieved After Exposure Where Exposure And Purchase Event Occur In The Same Session For The Self Service Visitors - Visitors Who Were Exposed To An Invite But Did Not Have Any Engagement/messaging Conversation And Converted On The Web Site ( They Might Clicked On Content But They Didn't Start A Messaging Conversation).Business Activity For MessagingDate Initial Device Source Type Campaign Name<Null>
SessionsCampaign FunnelMessagingThe Total Number Of Web Sessions On The Monitored Web PagesBusiness Activity For MessagingDate Initial Device Goal Type Group Source Type-
Skill To Skill TransfersAgent ProductivityMessagingTotal Number Of Transfers To A Skill. The Transfer Is Attributed To The Skill From Which The Transfer Was Initiated And Agent Who Initiated The TransferBusiness Activity For MessagingDate Initial Device Goal Type Group Source Type-
Take Rate (Brand)Agent Productivity Campaign FunnelMessagingThe Percentage Of Exposed Visitors On The Brand Level That End In Conversations.Business Activity For MessagingDategoal Type Groupinitial Devicecampaign Nameagent[Closed Conversations]/[exposed (Brand)]
Take Rate (Camp)Agent Productivity Campaign FunnelMessagingThe Percentage Of Exposed Visitors On The Campaign Level That End In Conversations.Business Activity For MessagingDategoal Type Groupinitial Devicecampaign Nameagent[Closed Conversations]/[exposed (Camp)]
Total Control Group AovCampaign ConversionsMessagingAverage Order Value Of In-session And Cross-session Conversions For Control Group Visitors - Visitors Who Were Not Exposed To Any Engagement In Their Site Journey Either They Were In A Control Group Or Prospects Who Aren't Exposed To Invites.Business Activity For MessagingDate Initial Device Source Type Campaign NameTotal Control Group Revenue/total Control Group Conversions
Total Control Group Conversion RateCampaign ConversionsMessagingConversion Rate Of Control Group Visitors - Visitors Who Were Not Exposed To Any Engagement In Their Site Journey Either They Were In A Control Group Or Prospects Who Aren't Exposed To Invites.Business Activity For MessagingDate Initial Device Source Type Campaign NameTotal Control Group Conversions/([prospects (Camp)]*0.1)
Total Control Group ConversionsCampaign ConversionsMessagingTotal Conversions Achieved By Visitors In The Control Group Visitors Visitors Who Were Not Exposed To Any Engagement In Their Site Journey Either They Were In A Control Group Or Prospects Who Aren't Exposed To Invites.Business Activity For MessagingDate Initial Device Source Type Campaign NameControl Group In Session Conversions + Control Group Cross Session Conversions
Total Control Group RevenueCampaign ConversionsMessagingTotal Revenue Achieved By Control Group Visitors Visitors Who Were Not Exposed To Any Engagement In Their Site Journey Either They Were In A Control Group Or Prospects Who Aren't Exposed To Invites.Business Activity For MessagingDate Initial Device Source Type Campaign NameControl Group Cross Session Revenue + Control Group In Session Revenue
Total Conversion Rate After EngagementCampaign FunnelMessagingPercentage (%) Of Conversions Achieved After Exposure Out Of All Sessions Containing An EngagementBusiness Activity For MessagingDate Initial Device Goal Type Group Source TypeTotal Conversions After Engagement / Engaged
Total Conversion Rate After Exposure Not Engagement (Brand)Campaign ConversionsMessagingThe Percentage (%) Of Exposures That Did Not Result In An Engagement But That Did Lead To A Conversion (Calculated At The Brand Level)Business Activity For MessagingDate Initial Device Goal Type Group Source TypeTotal Conversions After Exposure Not Engagement / (Exposed (Brand) - Engaged)
Total Conversions After EngagementCampaign ConversionsMessagingNumber Of Conversions Achieved During Or After An EngagementBusiness Activity For MessagingDate Initial Device Goal Type Group Source Type-
Total Conversions After ExposureCampaign ConversionsMessagingNumber Of Conversions Which Occurred After An ExposureBusiness Activity For MessagingDate Initial Device Goal Type Group Source Type-
Total Direct Aov After EngagementCampaign ConversionsMessagingAverage Of The Total Direct Revenue Achieved After Engagements Out Of The Number Of Purchase Transactions Completed After Engagements.Business Activity For MessagingDate Initial Device Goal Type Group Source TypeSum (Direct Revenue After Engagement)/count( Direct Revenue After Engagement)
Total Direct Aov After ExposureCampaign ConversionsMessagingAverage Of The Total Direct Revenue Achieved After Exposures Out Of The Number Of Purchase Transactions Completed After Exposures.Business Activity For MessagingDate Initial Device Goal Type Group Source TypeTotal Direct Revenue After Exposure / Total Direct Conversions After Exposure
Total Direct Aov After Exposure Not EngagementCampaign ConversionsMessagingAverage Of The Total Direct Revenue Achieved After Exposures Excluding Revenue After Engagements Out Of The Number Of Purchase Transactions Completed After Exposures.Business Activity For MessagingDate Initial Device Goal Type Group Source Type(Total Revenue After Exposure-total Revenue After Engagement)/total Conversions After Exposure Not Engagement
Total Direct Revenue After EngagementCampaign ConversionsMessagingTotal Direct Revenue Achieved From All Campaigns After EngagementBusiness Activity For MessagingDate Initial Device Goal Type Group Source Type-
Total Direct Revenue After ExposureCampaign ConversionsMessagingTotal Direct Revenue Achieved From All Campaigns After Exposure.Business Activity For MessagingDate Initial Device Goal Type Group Source Type-
Total Direct Revenue After Exposure Not EngagementCampaign ConversionsMessagingTotal Direct Revenue Achieved From All Campaigns After Exposure But Without EngagementBusiness Activity For MessagingDate Initial Device Goal Type Group Source TypeTotal Direct Revenue After Exposure/ Total Direct Revenue After Exposure - Total Direct Revenue After Engagement
Total Direct Revenue Per Online HourAgent ProductivityMessagingTotal Direct Revenue After Engagement By Online Hour At The Agent Level For A Full DayBusiness Activity For MessagingDate Initial Device Goal Type Group Source TypeTotal Direct Revenue / Online
Total Messaging Conversion RateCampaign Conversions Agent ProductivityMessagingTotal Percentage Of Messaging-assisted Conversions Out Of Closed ConversationsBusiness Activity For MessagingDategoal Type Groupinitial Devicecampaign Nameagent[Total Conversions After Engagement]/[closed Conversations]
Total No. Of TransfersAgent ProductivityMessagingNumber Of Transfers. The Transfer Is Attributed To The Skill From Which The Transfer Was Initiated And Agent Who Initiated The TransferBusiness Activity For MessagingDate Initial Device Goal Type Group Source Type-
Total Self Service Exposed AovCampaign ConversionsMessagingAverage Revenue Achieved For Self Service Visitors Visitors Who Were Exposed To An Invite But Did Not Have Any Engagement/messaging Conversation And Converted On The Web Site ( They Might Clicked On Content But They Didn't Start A Messaging Conversation).Business Activity For MessagingDate Initial Device Source Type Campaign NameTotal Self Service Exposed Revenue/total Self Service Exposed Conversions
Total Self Service Exposed Conversion RateCampaign ConversionsMessagingPercentage Of Total Self Service Exposed Conversions Out Of Total Messaging Exposed. Self Service Visitors Visitors Who Were Exposed To An Invite But Did Not Have Any Engagement/messaging Conversation And Converted On The Web Site ( They Might Clicked On Content But They Didn't Start A Messaging Conversation).Business Activity For MessagingDate Initial Device Source Type Campaign NameTotal Self Service Exposed Conversions/exposed (Camp)
Total Self Service Exposed ConversionsCampaign ConversionsMessagingTotal Number Of Conversions Achieved After The Consumer Was Exposed To An Engagement And Did Not Initiate A Messaging Conversation With An Agent. Self Service Visitors Visitors Who Were Exposed To An Invite But Did Not Have Any Engagement/messaging Conversation And Converted On The Web Site ( They Might Clicked On Content But They Didn't Start A Messaging Conversation.Business Activity For MessagingDate Initial Device Source Type Campaign NameSelf Service Exposed In Session Conversions + Self Service Exposed Cross Session Conversions
Total Self Service Exposed RevenueCampaign ConversionsMessagingTotal Revenue Achieved After The Consumer Was Exposed To An Engagement And Did Not Initiate A Messaging Conversation With An Agent. Self Service Visitors - Visitors Who Were Exposed To An Invite But Did Not Have Any Engagement/messaging Conversation And Converted On The Web Site ( They Might Clicked On Content But They Didn't Start A Messaging Conversation).Business Activity For MessagingDate Initial Device Source Type Campaign NameSelf Service Exposed In Session Revenue + Self Service Exposed Cross Session Revenue
Abandoned Chat RateQueue HealthChatThe Percentage (%) Of Consumers Who Abandoned The Queue Out Of All Consumers That Entered The QueueBusiness For Live ChatSkill Engagement Campaign LobAbandoned Chats / Requested Chats
Abandoned ChatsQueue HealthChatNumber Of Times A Consumer Abandoned The Queue While Waiting For An Agent To ConnectBusiness For Live ChatSkill Engagement Campaign Lob-
Accepted OffersCampaign FunnelChatNumber Of All Engagement Offers That Were Clicked By ConsumersBusiness For Live ChatEngagement Campaign Lob End-point (Source Type)-
Accepted Rate (Eng)Campaign FunnelChatThe Percentage (%) Of Online Exposures That Resulted In A Click (Accept) Calculated At The Eng LevelBusiness For Live ChatEngagement Campaign Lob End-point (Source Type)Online Offers Accepted / Online Exposures (Eng)
Avg. Chat LengthAgent ProductivityChatAverage Time ([H]:mm) From When Consumers Were Connected To An Agent Until The Chat Engagement Window Was ClosedBusiness For Live ChatAgent Group Skill Engagement Campaign LobCumulative Engaged Chat Time / Connected Chats
Avg. Exposures (Brand)Campaign FunnelChatAverage Number Of Times Consumers Were Exposed To Each Engagement (Setup In The Campaigns The Consumer Was Targeted By). Example- Consumer Was Exposed To Engagement A And Engagement B During The Same Session. This Session Will Contribute +2 To The Numerator And +1 To The Denominator. The Denominator Counts Sessions During Which The Consumer Was Exposed At Least Once To Any Engagement.Business For Live ChatEnd-point (Source Type)Exposures (Brand) / Exposed (Brand)
Avg. Exposures (Camp)Campaign FunnelChatAverage Number Of Times Consumers Were Exposed To Each Engagement In The Selected Campaign. Example- Consumer Was Exposed To Engagement A And Engagement B During The Same Session. This Session Will Contribute +2 To The Numerator And +1 To The Denominator. The Denominator Counts Sessions During Which The Consumer Was Exposed At Least Once To Any Engagement In The Selected Campaign.(pre-aggregated By Campaign. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects)Business For Live ChatCampaign End-point (Source Type)Exposures (Camp) / Exposed (Camp)
Avg. Exposures (Entry Point)Campaign FunnelChatAverage Number Of Times A Consumer Was Exposed To Each Engagement Assigned To A Specific Entry Point. Example- Consumer Was Exposed To Engagement A And Engagement B During The Same Session. This Session Will Contribute +2 To The Numerator And +1 To The Denominator. The Denominator Counts Sessions During Which The Consumer Was Exposed At Least Once To Any Engagement.(pre-aggregated By Entry Point. Summarizing This Metric Across Different Entry Points May Not Equal A Total Of Distinct Objects)Business For Live ChatEnd-point (Source Type)Exposures (Entry Point) / Exposed (Entry Point)
Avg. Exposures (Lob)Campaign FunnelChatAverage Number Of Times Consumers Were Exposed To Each Engagement In Any Of The Campaigns Assigned To The Selected Line Of Business. Example- Consumer Was Exposed To Engagement A And Engagement B During The Same Session. This Session Will Contribute +2 To The Numerator And +1 To The Denominator. The Denominator Counts Sessions During Which The Consumer Was Exposed At Least Once To Any Engagement In The Selected Lob.(pre-aggregated By Lob. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects)Business For Live ChatLob End-point (Source Type)Exposures (Lob) / Exposed (Lob)
Avg. Interactive Chat LengthAgent ProductivityChatAverage Time ([H]:mm) From When Consumers Were Connected To An Agent Until The Chat Engagement Window Was Closed. This Only Includes Chat Engagements During Which The Consumer Entered At Least One Text LineBusiness For Live ChatAgent Group Skill Engagement Campaign Lob-
Avg. Non-interactive Chat LengthAgent ProductivityChatAverage Time ([H]:mm) From When Consumers Were Connected To An Agent Until The Chat Engagement Window Was Closed. Including Only Chat Engagement During Which The Consumer Did Not Enter Any Line In Chat.Business For Live ChatAgent Group Skill Engagement Campaign Lob-
Avg. Time To Abandon ChatQueue HealthChatAverage Time ([H]:mm) It Took Consumers To Abandon The Queue After Accepting An Engagement Offer And Before Being Connected To An AgentBusiness For Live ChatSkill Engagement Campaign Lob-
Avg. Time To Answer ChatAgent ProductivityChatAverage Time ([H]:mm) It Took An Agent To Connect To A Consumer Measured From The Time The Consumer Entered The QueueBusiness For Live ChatAgent Group Skill Engagement Campaign Lob-
AwayAgent StatusMessagingchatCumulative Time ([H]:mm) In Away State. Can Be Viewed And Filtered By The Away Reason Attribute.Business For Live ChatAgent Group-
Away (Total)Agent StatusMessagingchatCombined Time (In Hours) That The Agent Was Not Available (In The Away And Back Soon States)Business For Live ChatAgent GroupAway + Back Soon
Away Eng. RateAgent UtilizationChatThe Percentage (%) Of Logged In Time The Agent Spent In The Away State But Was Actively EngagedBusiness For Live ChatAgent GroupAway Time Eng. / Logged In Time
Away Not Eng.Agent UtilizationChatTime Spent By The Agent In The Away State While Not Actively EngagedBusiness For Live ChatAgent GroupAway - Away Time Eng.
Away Not Eng. RateAgent UtilizationChatThe Percentage (%) Of Logged In Time The Agent Spent In The Away State And Was Not Actively EngagedBusiness For Live ChatAgent GroupAway Not Eng. / Logged In Time
Away RateAgent StatusChatPercentage (%) Of Time Spent By Agents In Away State Out Of The Logged In TimeBusiness For Live ChatAgent GroupAway / Logged In Time
Away Time Eng.Agent UtilizationChatCumulative Time ([H]:mm) In Away State But EngagedBusiness For Live ChatAgent Group-
Away Total Eng.Agent UtilizationChatCombined Time (In Hours) That The Agent Was Not Available But Was Actively Engaged (Away Engaged And Back Soon Engaged)Business For Live ChatAgent GroupAway Time Eng. + Back Soon Time Eng.
Away Total Eng. RateAgent UtilizationChatThe Percentage (%) Of Labor Time (In Hours) That The Agent Was Not Available While Actively EngagedBusiness For Live ChatAgent GroupAway Total Eng. / Labor Time
Away Total Not Eng.Agent UtilizationChatCombined Time (In Hours) That The Agent Was Neither Available Nor Actively Engaged (Away Not Engaged + Back Soon Not Engaged)Business For Live ChatAgent GroupAway (Total) - Away Total Eng.
Away Total Not Eng. RateAgent UtilizationChatThe Percentage (%) Of Labor Time (In Hours) That The Agent Was Neither Available Nor Actively EngagedBusiness For Live ChatAgent GroupAway Total Not Eng. / Labor Time
Away Total RateAgent StatusMessagingchatThe Percentage (%) Of Logged In Time That The Agent Was In Either The Away Or Back Soon States (Combined Total Of Away + Back Soon)Business For Live ChatAgent GroupAway (Total) / Logged In Time
Back SoonAgent StatusMessagingchatCumulative Time ([H]:m M) In Back Soon StateBusiness For Live ChatAgent Group-
Back Soon Eng. RateAgent UtilizationChatThe Percentage (%) Of Logged In Time That The Agent Was In The Back Soon State While Actively EngagedBusiness For Live ChatAgent GroupBack Soon Time Eng. / Logged In Time
Back Soon Not Eng.Agent UtilizationChatTime Spent In The Back Soon State While Not Actively EngagedBusiness For Live ChatAgent GroupBack Soon - Back Soon Time Eng.
Back Soon Not Eng. RateAgent UtilizationChatThe Percentage (%) Of Logged In Time The Agent Spent In The Back Soon State While Not Actively EngagedBusiness For Live ChatAgent GroupBack Soon Not Eng. / Logged In Time
Back Soon RateAgent StatusMessagingchatPercentage (%) Of Time Spent By Agents In Back Soon State Out Of The Logged In TimeBusiness For Live ChatAgent GroupBack Soon / Logged In Time
Back Soon Time Eng.Agent UtilizationChatCumulative Time ([H]:mm) In Back Soon State But EngagedBusiness For Live ChatAgent Group-
Busy Engagement ViewsCampaign FunnelChatNumber Of Times A Busy Engagement Offer Was Presented To A ConsumerBusiness For Live ChatEngagement Campaign Lob End-point (Source Type)-
Busy Exposed (Entry Point)Campaign FunnelChatNumber Of Consumers Who Were Exposed To A Busy Engagement OfferBusiness For Live ChatEnd-point (Source Type)-
Busy Exposures (Brand)Campaign FunnelChatNumber Of Times Each Engagement Was Offered To A Consumer In A Busy State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One ExposureBusiness For Live ChatEnd-point (Source Type)-
Busy Exposures (Camp)Campaign FunnelChatNumber Of Times Each Engagement Was Offered To A Consumer In A Busy State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Campaign. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects)Business For Live ChatCampaign End-point (Source Type)-
Busy Exposures (Eng)Campaign FunnelChatNumber Of Times A Specific Engagement Was Offered To A Consumer In A Busy State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Engagement. Summarizing This Metric Across Different Engagements May Not Equal A Total Of Distinct Objects)Business For Live ChatEngagement Campaign End-point (Source Type)-
Busy Exposures (Entry Point)Campaign FunnelChatNumber Of Times Each Engagement Assigned To The Selected Entry Point Was Offered To A Consumer In A Busy State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure.(pre-aggregated By Entry Point. Summarizing This Metric Across Different Entry Points May Not Equal A Total Of Distinct Objects)Business For Live ChatEnd-point (Source Type)-
Busy Exposures (Lob)Campaign FunnelChatNumber Of Times Each Engagement Within A Campaign Associated With The Selected Line Of Business Was Offered To A Consumer In A Busy State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Lob. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects)Business For Live ChatLob End-point (Source Type)-
Busy Offers AcceptedCampaign FunnelChatNumber Of Busy Chat Engagement Offers That Were Clicked By ConsumersBusiness For Live ChatEngagement Campaign Lob End-point (Source Type)-
Conc. EngagedAgent ProductivityChatNumber Of Concurrent Engagements Handled By Agents During Their Engaged TimeBusiness For Live ChatAgent GroupConcurrent Eng. Time / Engaged Time
Conc. LaborAgent ProductivityChatNumber Of Concurrent Engagements Handled By Agents During Their Labor TimeBusiness For Live ChatAgent GroupConcurrent Eng. Time / Labor Time
Conc. Logged-inAgent ProductivityChatNumber Of Concurrent Engagements Handled By Agents During Their Logged In TimeBusiness For Live ChatAgent GroupConcurrent Eng. Time / Logged In Time
Connected Chat Rate (Accepted)Campaign FunnelChatThe Percentage (%) Of Engagements That Were Connected To An Agent Out Of The Total Engagement Offers Accepted By ConsumersBusiness For Live ChatSkill Engagement Campaign Lob(Connected Messaging Eng. + Connected Chats) / Accepted Offers
Connected Chat Rate (Requested)Queue HealthChatThe Percentage (%) Of Connected Chat Engagements Out Of The Total Number Of Requested EngagementsBusiness For Live ChatAgent Group Skill Engagement Campaign LobConnected Chats / Requested Chats
Connected ChatsQueue HealthChatNumber Of Chat Engagements Which Agents Accepted From The QueueBusiness For Live ChatAgent Group Skill Engagement Campaign Lob-
Connected Messaging Eng.Campaign FunnelChatNumber Of Web-messaging Conversations That Were Selected From Queue By The AgentBusiness For Live ChatSkill Engagement Campaign End-point (Source Type)-
Content ClickedCampaign FunnelChatNumber Of Content Engagements That Were Clicked By ConsumersBusiness For Live ChatEngagement Campaign Lob End-point (Source Type)-
Content Engagement ViewsCampaign FunnelChatNumber Of Times A Content Engagement Was Offered To A ConsumerBusiness For Live ChatEngagement Campaign Lob End-point (Source Type)-
Content Exposures (Brand)Campaign FunnelChatNumber Of Times Each Content Engagement Was Offered To A Consumer. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One ExposureBusiness For Live ChatEnd-point (Source Type)-
Content Exposures (Camp)Campaign FunnelChatNumber Of Times Each Content Engagement Was Offered To A Consumer. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Campaign. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects)Business For Live ChatCampaign End-point (Source Type)-
Content Exposures (Eng)Campaign FunnelChatNumber Of Times A Specific Content Engagement Was Offered To A Consumer. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Engagement. Summarizing This Metric Across Different Engagements May Not Equal A Total Of Distinct Objects)Business For Live ChatEngagement Campaign End-point (Source Type)-
Content Exposures (Entry Point)Campaign FunnelChatNumber Of Times Each Content Engagement Assigned To The Selected Entry Point Was Offered To A Consumer. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Entry Point. Summarizing This Metric Across Different Entry Points May Not Equal A Total Of Distinct Objects)Business For Live ChatEnd-point (Source Type)-
Content Exposures (Lob)Campaign FunnelChatNumber Of Times Each Content Engagement Within A Campaign Associated With The Selected Line Of Business Was Offered To A Consumer. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Lob. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects)Business For Live ChatLob End-point (Source Type)-
Cross Session Aov After EngagementCampaign ConversionsChatAverage Order Value From Purchases Which Occurred After An Engagement. The Engagement Took Place During A Previous Session But Within The Account-defined Window.Business For Live ChatEnd-point (Source Type)Cross Session Revenue After Engagement / Cross Session Conversions After Engagement
Cross Session Aov After ExposureCampaign ConversionsChatAverage Order Value From Purchases Which Occurred After An Exposure. The Exposure Took Place During A Previous Session But Within The Account-defined WindowBusiness For Live ChatEnd-point (Source Type)Cross Session Revenue After Exposure / Cross Session Conversions After Exposure
Cross Session Conversions After EngagementCampaign ConversionsChatNumber Of Conversions Achieved After An Engagement Which Took Place During A Previous Session And Within The Account-defined WindowBusiness For Live ChatEnd-point (Source Type)-
Cross Session Conversions After ExposureCampaign ConversionsChatNumber Of Conversions Achieved After An Exposure Which Occurred During A Previous Session And Within The Account-defined WindowBusiness For Live ChatEnd-point (Source Type)-
Cross Session Direct Aov After EngagementCampaign ConversionsChatAverage Order Value From Purchases Attributed To The Selected Campaign. Purchases Occurred After An Engagement Which Took Place During A Previous Session But Within The Account-defined Window.Business For Live ChatEngagement Campaign Lob End-point (Source Type)Cross Session Direct Revenue After Engagement / Cross Session Direct Conversions After Engagement
Cross Session Direct Aov After ExposureCampaign ConversionsChatAverage Order Value From Purchases Attributed To The Selected Campaign. Purchases Occurred After An Exposure Which Took Place During A Previous Session And Within The Account-defined Window.Business For Live ChatEngagement Campaign Lob End-point (Source Type)Cross Session Direct Revenue After Exposure / Cross Session Direct Conversions After Exposure
Cross Session Direct Conversions After EngagementCampaign ConversionsChatNumber Of Direct Conversions Achieved After An Engagement Occurred In A Previous Session. The Previous Session Is Attributed To The Same Consumer By Their Browser And Device. The Length Of Time Between Sessions Is Defined In The Campaign Area Footnote.Business For Live ChatEngagement Campaign Lob End-point (Source Type)-
Cross Session Direct Conversions After ExposureCampaign ConversionsChatNumber Of Direct Conversions Achieved After An Exposure Occurred In A Previous Session. The Previous Session Is Attributed To The Same Consumer By Their Browser And Device. The Length Of Time Between Sessions Is Defined In The Campaign Area Footnote.Business For Live ChatEngagement Campaign Lob End-point (Source Type)-
Cross Session Direct Revenue After EngagementCampaign ConversionsChatTotal Direct Revenue Achieved After Engagements. The Engagement And The Purchase Transaction Happened In 2 Different Sessions (The Previous Session Is Attributed To The Same Consumer By Their Browser And Device The Length Of Time Between Sessions Is Defined In The Campaign Area Footnote).Business For Live ChatEngagement Campaign Lob End-point (Source Type)-
Cross Session Direct Revenue After ExposureCampaign ConversionsChatTotal Direct Revenue Achieved After Exposures. The Exposures And The Purchase Transaction Happened In 2 Different Sessions (The Previous Session Is Attributed To The Same Consumer By Their Browser And Device The Length Of Time Between Sessions Is Defined In The Campaign Area Footnote)Business For Live ChatEngagement Campaign Lob End-point (Source Type)-
Cross Session Revenue After EngagementCampaign ConversionsChatTotal Revenue Achieved After An Engagement Which Took Place During A Previous Session And Within The Account-defined WindowBusiness For Live ChatEnd-point (Source Type)-
Cross Session Revenue After ExposureCampaign ConversionsChatTotal Revenue Achieved After An Exposure Which Occurred During A Previous Session And Within The Account-defined WindowBusiness For Live ChatEnd-point (Source Type)-
Cumulative Engaged Chat TimeAgent UtilizationChatCumulative Concurrent Time ([H]:mm) Agents Were Engaged In Chat Sessions (If An Agent Was Engaged In 2 Chats During 1 Hour The Total Conc. Engaged Time Will Be 2 Hours)Business For Live ChatAgent Group Skill Engagement Campaign Lob-
Direct Goal Reached Rate After EngagementCampaign ConversionsChatPercentage Of Goals Achieved After Engagement Out Of All Consumers That Were Exposed To An Engagement. Does Not Include Conversion Goals.Business For Live ChatEngagement Campaign Lob End-point (Source Type)Direct Goals Reached After Engagement / Engaged
Direct Goal Reached Rate After Exposure (Camp)Campaign ConversionsChatPercentage Of Goals Achieved After Exposures Out Of All Consumers That Were Exposed To Engagements Within The Specified Campaign. Does Not Include Conversion Goals.(pre-aggregated By Campaign. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects)Business For Live ChatEngagement Campaign Lob End-point (Source Type)Direct Goals Reached After Exposure / Exposed (Camp)
Direct Goal Reached Rate After Exposure (Eng)Campaign ConversionsChatPercentage Of Goals Achieved After Exposures Out Of All Consumers That Were Exposed To The Specified Engagement. Does Not Include Conversion Goals.(pre-aggregated By Engagement. Summarizing This Metric Across Different Engagements May Not Equal A Total Of Distinct Objects)Business For Live ChatEngagement Campaign Lob End-point (Source Type)Direct Goals Reached After Exposure / Exposed (Eng)
Direct Goal Reached Rate After Exposure (Lob)Campaign ConversionsChatPercentage Of Goals Achieved After Exposures Out Of All Consumers That Were Exposed To A Campaign In The Specified Lob. Does Not Include Conversion Goals.(pre-aggregated By Lob. Summarizing This Metric Across Different Lobs May Not Equal A Total Of Distinct Objects)Business For Live ChatEngagement Campaign Lob End-point (Source Type)Direct Goals Reached After Exposure / Exposed (Lob)
Direct Goals Reached After EngagementCampaign ConversionsChatNumber Of Goals Reached After Engagement. Does Not Include Conversion GoalsBusiness For Live ChatEngagement Campaign Lob End-point (Source Type)-
Direct Goals Reached After ExposureCampaign ConversionsChatNumber Of Direct Campaign Goals Reached After Exposure. Does Not Include Conversion GoalsBusiness For Live ChatEngagement Campaign Lob End-point (Source Type)-
EngagedCampaign FunnelChatNumber Of Sessions Which Included At Least One Engagement During Their SessionBusiness For Live ChatSkill Engagement Campaign End-point (Source Type)-
Engaged Rate (Brand)Campaign FunnelChatThe Percentage (%) Of Consumers Exposed That Were Then Engaged (Calculated At The Brand Level)Business For Live ChatSkill Engagement Campaign End-point (Source Type)Engaged / Exposed (Brand)
Engaged Rate (Camp)Campaign FunnelChatThe Percentage (%) Of Consumers Exposed That Were Then Engaged (Calculated At The Campaign Level)Business For Live ChatSkill Engagement Campaign End-point (Source Type)Engaged / Exposed (Camp)
Engaged Rate (Lob)Campaign FunnelChatThe Percentage (%) Of Consumers Exposed That Were Then Engaged (Calculated At The Lob Level)Business For Live ChatSkill Engagement Campaign End-point (Source Type)Engaged / Exposed (Lob)
Engaged TimeAgent StatusChatTotal Time Spent By Agent Engaging With One Or More ConsumersBusiness For Live ChatAgent Group-
Engaged Time RateAgent StatusChatThe Percentage (%) Of Time Agents Were Engaged In One Or More Chats Out Of The Logged In TimeBusiness For Live ChatAgent GroupEngaged Time / Logged In Time
Engagement ViewsCampaign ConversionsChatNumber Of Time San Engagement Offer Was Presented To A ConsumerBusiness For Live ChatEngagement Campaign Lob End-point (Source Type)-
EngagementsCampaign ConversionsChatNumber Of Interactive Live Chats Connected Messaging Engagements And Clicks On ContentBusiness For Live ChatSkill Engagement Campaign End-point (Source Type)-
Exposed (Brand)Campaign FunnelChatNumber Of Sessions During Which The Consumer Was Offered An Engagement In Any StateBusiness For Live ChatEnd-point (Source Type)-
Exposed (Camp)Campaign FunnelChatNumber Of Sessions During Which The Consumer Was Offered An Engagement From The Selected Campaign In Any State(pre-aggregated By Campaign. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects)Business For Live ChatCampaign End-point (Source Type)-
Exposed (Eng)Campaign FunnelChatNumber Of Sessions During Which The Consumer Was Offered A Specific Engagement In Any State Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Engagement. Summarizing This Metric Across Different Engagements May Not Equal A Total Of Distinct Objects)Business For Live ChatEngagement Campaign End-point (Source Type)-
Exposed (Entry Point)Campaign FunnelChatNumber Of Sessions During Which A Consumer Was Offered An Engagement Assigned To The Selected Entry Point In Any State(pre-aggregated By Entry Point. Summarizing This Metric Across Different Entry Points May Not Equal A Total Of Distinct Objects)Business For Live ChatEnd-point (Source Type)-
Exposed (Lob)Campaign FunnelChatNumber Of Sessions During Which The Consumer Was Offered An Engagement From A Campaign Associated With The Selected Line Of Business In Any State(pre-aggregated By Lob. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects)Business For Live ChatLob End-point (Source Type)-
Exposed Rate (Brand)Campaign FunnelChatThe Percentage (%) Of Prospects That Were Exposed (Calculated At The Brand Level)Business For Live ChatEnd-point (Source Type)Exposed (Brand) / Prospects (Brand)
Exposed Rate (Camp)Campaign FunnelChatThe Percentage (%) Of Prospects That Were Exposed (Calculated At The Campaign Level)Business For Live ChatCampaign End-point (Source Type)Exposed (Camp) / Prospects (Camp)
Exposed Rate (Eng)Campaign FunnelChatThe Percentage (%) Of Prospects That Were Exposed (Calculated At The Engagement Level)Business For Live ChatEngagement Campaign End-point (Source Type)Exposed (Eng) / Prospects (Eng)
Exposed Rate (Entry Point)Campaign FunnelChatThe Percentage (%) Of Prospects That Led To Being Exposed (Calculated At The Entry Point Level)Business For Live ChatEnd-point (Source Type)Exposed (Entry Point) / Prospects (Entry Point)
Exposed Rate (Lob)Campaign FunnelChatThe Percentage (%) Of Prospects That Were Exposed (Calculated At The Lob Level)Business For Live ChatLob End-point (Source Type)Exposed (Lob) / Prospects (Lob)
Exposures (Brand)Campaign FunnelChatNumber Of Times Each Engagement Was Offered To A Consumer.if The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One ExposureBusiness For Live ChatEnd-point (Source Type)-
Exposures (Camp)Campaign FunnelChatNumber Of Times Each Engagement Was Offered To A Consumer. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Campaign. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects)Business For Live ChatCampaign End-point (Source Type)-
Exposures (Eng)Campaign FunnelChatNumber Of Times A Specific Engagement Was Offered To A Consumer. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Engagement. Summarizing This Metric Across Different Engagements May Not Equal A Total Of Distinct Objects)Business For Live ChatEngagement Campaign End-point (Source Type)-
Exposures (Entry Point)Campaign FunnelChatNumber Of Times Each Engagement Was Offered To A Consumer. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Entry Point. Summarizing This Metric Across Different Entry Points May Not Equal A Total Of Distinct Objects)Business For Live ChatEnd-point (Source Type)-
Exposures (Lob)Campaign FunnelChatNumber Of Times Each Engagement Was Offered To A Consumer. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Lob. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects)Business For Live ChatLob End-point (Source Type)-
Goals Reached After EngagementCampaign ConversionsChatNumber Of Goals Reached After Engagement. Does Not Include Conversion GoalsBusiness For Live ChatEnd-point (Source Type)-
Goals Reached After ExposureCampaign ConversionsChatNumber Of Goals Reached After Exposure. Does Not Include Conversion GoalsBusiness For Live ChatEnd-point (Source Type)-
In Session Aov After EngagementCampaign ConversionsChatAverage Order Value From Orders Generated During Or After An Engagement And Within The Same SessionBusiness For Live ChatEnd-point (Source Type)In Session Revenue After Engagement / In Session Conversions After Engagement
In Session Aov After ExposureCampaign ConversionsChatAverage Order Value From Orders Generated After An Exposure And Within The Same SessionBusiness For Live ChatEnd-point (Source Type)In Session Revenue After Exposure / In Session Conversions After Exposure
In Session Conversions After EngagementCampaign ConversionsChatNumber Of Conversions Achieved After An Engagement Which Took Place During The Same SessionBusiness For Live ChatEnd-point (Source Type)-
In Session Conversions After ExposureCampaign ConversionsChatNumber Of Conversions Achieved After An Exposure Which Occurred During The Same SessionBusiness For Live ChatEnd-point (Source Type)-
In Session Direct Aov After EngagementCampaign ConversionsChatAverage Of The Total Direct Revenue Achieved After Engagement Out Of The Number Of Purchase Transactions Completed After Engagement. Engagement And Purchase Happened In The Same SessionBusiness For Live ChatEngagement Campaign Lob End-point (Source Type)In Session Direct Revenue After Engagement / In Session Direct Conversions After Engagement
In Session Direct Aov After ExposureCampaign ConversionsChatAverage Of The Total Direct Revenue Achieved After Exposures Out Of The Number Of Purchase Transactions Completed After Exposures. Exposure And Purchase Happened In The Same SessionBusiness For Live ChatEngagement Campaign Lob End-point (Source Type)In Session Direct Revenue After Exposure / In Session Direct Conversions After Exposure
In Session Direct Conversions After EngagementCampaign ConversionsChatNumber Of Direct Conversions Achieved After An Engagement In The Same SessionBusiness For Live ChatEngagement Campaign Lob End-point (Source Type)-
In Session Direct Conversions After ExposureCampaign ConversionsChatNumber Of Direct Conversions Achieved After An Exposure In The Same SessionBusiness For Live ChatEngagement Campaign Lob End-point (Source Type)-
In Session Direct Revenue After EngagementCampaign ConversionsChatTotal Direct Revenue Achieved After Engagements. Engagement And Purchase Happened In The Same SessionBusiness For Live ChatEngagement Campaign Lob End-point (Source Type)-
In Session Direct Revenue After ExposureCampaign ConversionsChatTotal Direct Revenue Achieved After Exposures. Exposure And Purchase Happened In The Same SessionBusiness For Live ChatEngagement Campaign Lob End-point (Source Type)-
In Session Revenue After EngagementCampaign ConversionsChatTotal Revenue Achieved After An Engagement Which Took Place During The Same SessionBusiness For Live ChatEnd-point (Source Type)-
In Session Revenue After ExposureCampaign ConversionsChatTotal Revenue Achieved After An Exposure Which Occurred During The Same SessionBusiness For Live ChatEnd-point (Source Type)-
Incremental Conversion Ratio (Brand)Campaign ConversionsChatThe Percentage (%) Of Total Conversions That May Not Have Otherwise Occurred (Incremental Conversion) (Calculated At The Brand Level)Business For Live ChatEnd-point (Source Type)Incremental Conversions (Brand) / Total Conversions After Engagement
Incremental Conversion Ratio (Camp)Campaign ConversionsChatThe Percentage (%) Of Total Conversions That May Not Have Otherwise Occurred (Incremental Conversion) (Calculated At The Campaign Level)Business For Live ChatEngagement Campaign Lob End-point (Source Type)Incremental Conversions (Camp) / Total Conversions After Engagement
Incremental Conversion Ratio (Lob)Campaign ConversionsChatThe Percentage (%) Of Total Conversions That May Not Have Otherwise Occurred (Incremental Conversion) (Calculated At The Lob Level)Business For Live ChatEngagement Campaign Lob End-point (Source Type)Incremental Conversions (Lob) / Total Conversions After Engagement
Incremental Conversions (Brand)Campaign ConversionsChatThe Number Of Incremental Conversions (Calculated At The Brand Level)Business For Live ChatEnd-point (Source Type)(Total Conversion Rate After Engagement - Total Conversion Rate After Exposure Not Engagement (Brand)) * Engaged
Incremental Conversions (Camp)Campaign ConversionsChatNumber Of Incremental Conversions (Calculated At The Campaign Level)Business For Live ChatEngagement Campaign Lob End-point (Source Type)(Total Conversion Rate After Engagement - Total Conversion Rate After Exposure Not Engagement (Camp)) * Engaged
Incremental Conversions (Lob)Campaign ConversionsChatNumber Of Incremental Conversions (Calculated At The Lob Level)Business For Live ChatEngagement Campaign Lob End-point (Source Type)(Total Conversion Rate After Engagement - Total Conversion Rate After Exposure Not Engagement (Lob)) * Engaged
Indirect Goals Reached After EngagementCampaign ConversionsChatNumber Of Indirect Goals Reached After Engagement. An Indirect Goal Is One That Is Not Attached To A Campaign. Indirect Goals May Still Be Achieved By An EngagementBusiness For Live ChatEngagement Campaign Lob End-point (Source Type)-
Indirect Goals Reached After ExposureCampaign ConversionsChatNumber Of Indirect Goals Reached After Exposure. An Indirect Goal Is One That Is Not Attached To A Campaign. Indirect Goals May Still Be Achieved By An EngagementBusiness For Live ChatEngagement Campaign Lob End-point (Source Type)-
Interactive Chat RateAgent ProductivityChatThe Percentage (%) Of Interactive Chat Engagements Out Of The Total Number Of Connected Chat EngagementsBusiness For Live ChatAgent Group Skill Engagement Campaign LobInteractive Chats / Connected Chats
Interactive ChatsAgent ProductivityChatNumber Of Chat Engagements During Which Consumers Entered At Least One Text LineBusiness For Live ChatAgent Group Skill Engagement Campaign Lob-
Interactive Engagements Per HourAgent ProductivityChatAverage Number Of Interactive Engagements Agents Handled During Their Labor TimeBusiness For Live ChatAgent GroupInteractive Engagements / Labor Time * 24
Labor TimeAgent StatusChatCumulative Time ([H]:mm) Agents Were In Online State Plus The Engaged Time In The Away State Or Back Soon StateBusiness For Live ChatAgent Group-
Labor Time RateAgent StatusChatThe Percentage (%) Of The Labor Time Out Of The Logged In TimeBusiness For Live ChatAgent GroupLabor Time / Logged In Time
Logged In TimeAgent StatusMessagingchatCumulative Agents Logged In Time (Hh:mm)Business For Live ChatAgent Group-
Max Time To Abandon ChatQueue HealthChatMaximum Time ([H]:mm) It Took A Consumer To Abandon The Queue After Accepting A Chat Engagement Offer And Before Being Connected To An AgentBusiness For Live ChatSkill Engagement Campaign Lob-
Max. Time To Answer ChatQueue HealthChatMaximum Time ([H]:mm) From When Consumers Entered The Queue To When They Connected To An AgentBusiness For Live ChatSkill Engagement Campaign Lob-
No. Of Chat Cobrowse Interactive SessionsAgent ProductivityChatNumber Of Cobrowse Interactive Sessions That Occurred Within A Chat. An Interactive Session Involves Participation Of Both Agent And Consumer And Lasts 60 Seconds Or MoreBusiness For Live ChatAgent Group Skill Engagement Campaign Lob-
No. Of Secure Form (Pci) Sent (Chat)Agent ProductivityChatNumber Of Secure Forms Sent By An Agent To A Consumer During A ChatBusiness For Live ChatAgent Group Skill Engagement Campaign Lob-
No. Of Secure Form (Pci) Submitted (Chat)Agent ProductivityChatNumber Of Secure Forms Completed And Submitted Back To The Agent By A Consumer During A ChatBusiness For Live ChatAgent Group Skill Engagement Campaign Lob-
No. Of Secure Form (Pci) Viewed (Chat)Agent ProductivityChatNumber Of Secure Forms Viewed By The Consumer During A ChatBusiness For Live ChatAgent Group Skill Engagement Campaign Lob-
Non Engaged RateAgent UtilizationChatThe Percentage (%) Of The Cumulative Time Agents Were Not Engaged Out Of Logged In TimeBusiness For Live ChatAgent GroupNon Engaged Time / Logged In Time
Non Engaged TimeAgent UtilizationChatTotal Time An Agent Was Not Engaged With Any ConsumerBusiness For Live ChatAgent GroupLogged In Time - Engaged Time
Non-interactive ChatsAgent ProductivityChatNumber Of Chat Engagements Connected To An Agent During Which Consumers Did Not Enter Any Line In ChatBusiness For Live ChatAgent Group Skill Engagement Campaign Lob-
Occupancy RateAgent UtilizationChatThe Percentage (%) Of Time The Agent Spent In The Online State While Actively Engaged (Occupied)Business For Live ChatAgent GroupOnline Time Eng. / Online
Offline Engagement ViewsCampaign FunnelChatNumber Of Times An Offline Chat Engagement Offer Was Presented To A ConsumerBusiness For Live ChatEngagement Campaign Lob End-point (Source Type)-
Offline Exposed (Entry Point)Campaign FunnelChatNumber Of Consumers Who Were Exposed To An Offline Engagement OfferBusiness For Live ChatEnd-point (Source Type)-
Offline Exposures (Brand)Campaign FunnelChatNumber Of Times Each Engagement Was Offered To A Consumer In Offline State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One ExposureBusiness For Live ChatEnd-point (Source Type)-
Offline Exposures (Eng)Campaign FunnelChatNumber Of Times A Specific Engagement Was Offered To A Consumer In Offline State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Engagement. Summarizing This Metric Across Different Engagements May Not Equal A Total Of Distinct Objects)Business For Live ChatEngagement Campaign End-point (Source Type)-
Offline Exposures (Entry Point)Campaign FunnelChatNumber Of Times Each Engagement Assigned To The Selected Entry Point Was Offered To A Consumer In Offline State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Entry Point. Summarizing This Metric Across Different Entry Points May Not Equal A Total Of Distinct Objects)Business For Live ChatEnd-point (Source Type)-
Offline Exposures (Lob)Campaign FunnelChatNumber Of Times Each Engagement Within A Campaign Associated With The Selected Line Of Business Was Offered To A Consumer In Offline State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Lob. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects)Business For Live ChatLob End-point (Source Type)-
Offline Offers AcceptedCampaign FunnelChatNumber Of Times A Consumer Clicked On An Offline Chat Engagement OfferBusiness For Live ChatEngagement Campaign Lob End-point (Source Type)-
OnlineAgent StatusMessagingchatCumulative Time ([H]:mm) In Online State. Note! Messaging Agents Must Have A Configured Chat Concurrency (Greater Than 0) In Order For The System To Populate This Metric's Value. Messaging Agents With A Chat Concurrency Of 0 Appear With 0 Online Time.Business For Live ChatAgent Group-
Online Engagement ViewsCampaign FunnelChatNumber Of Times An Online Chat Engagement Offer Was Presented To A ConsumerBusiness For Live ChatEngagement Campaign Lob End-point (Source Type)-
Online Exposed (Entry Point)Campaign FunnelChatNumber Of Consumers Who Were Exposed To An Online Engagement OfferBusiness For Live ChatEnd-point (Source Type)-
Online Exposure Rate (Brand)Campaign FunnelChatThe Percentage (%) Of Total Chat Exposures That Were Online Exposures (Calculated At The Brand Level)Business For Live ChatEnd-point (Source Type)Chat Online Exposures (Brand) / Exposures (Brand)
Online Exposure Rate (Camp)Campaign FunnelChatThe Percentage (%) Of Total Chat Exposures That Were Online Exposures (Calculated At The Campaign Level)Business For Live ChatCampaign End-point (Source Type)Chat Online Exposures (Camp) / Exposures (Camp)
Online Exposure Rate (Eng)Campaign FunnelChatThe Percentage (%) Of Total Chat Exposures That Were Online Exposures (Calculated At The Engagement Level)Business For Live ChatEngagement Campaign End-point (Source Type)Online Exposures (Eng) / Exposures (Eng)
Online Exposure Rate (Entry Point)Campaign FunnelChatThe Percentage (%) Of Total Chat Exposures That Were Online Exposures (Calculated At The Entry Point Level)Business For Live ChatEnd-point (Source Type)Online Exposures (Entry Point) / Exposures (Entry Point)
Online Exposure Rate (Lob)Campaign FunnelChatThe Percentage (%) Of Total Chat Exposures That Were Online Exposures (Calculated At The Lob Level)Business For Live ChatLob End-point (Source Type)Chat Online Exposures (Lob) / Exposures (Lob)
Online Exposures (Brand)Campaign FunnelChatNumber Of Times Each Engagement Was Offered To A Consumer In Online State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One ExposureBusiness For Live ChatEnd-point (Source Type)-
Online Exposures (Camp)Campaign FunnelChatNumber Of Times Each Engagement Was Offered To A Consumer In Online State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Campaign. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects)Business For Live ChatCampaign End-point (Source Type)-
Online Exposures (Eng)Campaign FunnelChatNumber Of Times A Specific Engagement Was Offered To A Consumer In Online State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Engagement. Summarizing This Metric Across Different Engagements May Not Equal A Total Of Distinct Objects)Business For Live ChatEngagement Campaign End-point (Source Type)-
Online Exposures (Entry Point)Campaign FunnelChatNumber Of Times Each Engagement Assigned To The Selected Entry Point Was Offered To A Consumer In Online State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Entry Point. Summarizing This Metric Across Different Entry Points May Not Equal A Total Of Distinct Objects)Business For Live ChatEnd-point (Source Type)-
Online Exposures (Lob)Campaign FunnelChatNumber Of Times Each Engagement Within A Campaign Associated With The Selected Line Of Business Was Offered To A Consumer In Online State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Lob. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects)Business For Live ChatLob End-point (Source Type)-
Online Offers AcceptedCampaign FunnelChatNumber Of Times A Consumer Clicked On An Online Chat Engagement OfferBusiness For Live ChatEngagement Campaign Lob End-point (Source Type)-
Online RateAgent StatusMessagingchatThe Percentage (%) Of Time The Agent Spent In The Online State Out Of The Logged In TimeBusiness For Live ChatAgent GroupOnline / Logged In Time
Online Time Eng.Agent UtilizationChatCumulative Time ([H]:mm) Agents Were In The Online State And EngagedBusiness For Live ChatAgent Group-
Prospect Rate (Brand)Campaign FunnelChatThe Percentage (%) Of Consumers That Were Identified As Prospects (Calculated At The Brand Level)Business For Live ChatEnd-point (Source Type)Prospects (Brand) / Sessions
Prospects (Brand)Campaign FunnelChatNumber Of Consumers That Were Eligible To Receive At Least One Engagement From A Campaign. Includes Control Group Consumers If Defined In The AccountBusiness For Live ChatEnd-point (Source Type)-
Prospects (Camp)Campaign FunnelChatNumber Of Consumers That Were Eligible To Receive At Least One Engagement From A Campaign. Includes Control Group Consumers If Defined In The Account(pre-aggregated By Campaign. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects)Business For Live ChatCampaign End-point (Source Type)-
Prospects (Eng)Campaign FunnelChatNumber Of Consumers That Were Eligible To Receive At Least One Engagement From A Campaign. Includes Control Group Consumers If Defined In The Account(pre-aggregated By Engagement. Summarizing This Metric Across Different Engagements May Not Equal A Total Of Distinct Objects)Business For Live ChatEngagement Campaign End-point (Source Type)-
Prospects (Entry Point)Campaign FunnelChatNumber Of Consumers That Were Eligible To Receive At Least One Engagement Assigned To The Selected Entry Point. Includes Control Group Consumers If Defined In The Account(pre-aggregated By Entry Point. Summarizing This Metric Across Different Entry Points May Not Equal A Total Of Distinct Objects)Business For Live ChatEnd-point (Source Type)-
Prospects (Lob)Campaign FunnelChatNumber Of Consumers That Were Eligible To Receive At Least One Engagement From A Campaign Associated To The Selected Line Of Business. Includes Control Group Consumers If Defined In The Account(pre-aggregated By Lob. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects)Business For Live ChatLob End-point (Source Type)-
Requested ChatsCampaign FunnelChatNumber Of Consumers Who Clicked On A Chat Engagement Offer And Entered The Queue Including TransfersBusiness For Live ChatSkill Engagement Campaign Lob-
SessionsCampaign FunnelChatTotal Number Of Web Sessions On The Monitored Web PagesBusiness For Live ChatEnd-point (Source Type)-
Total Aov After EngagementCampaign ConversionsChatAverage Order Value From Purchases Which Occurred After An EngagementBusiness For Live ChatEnd-point (Source Type)Sum (Revenue After Engagement)/count (Revenue After Engagement)
Total Aov After ExposureCampaign ConversionsChatAverage Order Value From Purchases Which Occurred After An ExposureBusiness For Live ChatEnd-point (Source Type)Total Revenue After Exposure / Total Conversions After Exposure
Total Conversion Rate After EngagementCampaign ConversionsChatPercentage Of Conversions Achieved After Or During An Engagement Out Of All Sessions Containing An EngagementBusiness For Live ChatEnd-point (Source Type)Total Conversions After Engagement / Engaged
Total Conversion Rate After Exposure (Brand)Campaign ConversionsChatPercentage Of Conversions Achieved After Exposure Out Of All Session During Which An Exposure OccurredBusiness For Live ChatEnd-point (Source Type)Total Conversions After Exposure / Exposed (Brand)
Total Conversion Rate After Exposure Not Engagement (Brand)Campaign ConversionsChatThe Percentage (%) Of Exposures That Did Not Result In An Engagement But That Did Lead To A Conversion (Calculated At The Brand Level)Business For Live ChatEnd-point (Source Type)Total Conversions After Exposure Not Engagement / (Exposed (Brand) - Engaged)
Total Conversion Rate After Exposure Not Engagement (Camp)Campaign ConversionsChatThe Percentage (%) Of Exposures That Did Not Result In An Engagement But That Did Lead To A Conversion (Calculated At The Campaign Level)Business For Live ChatEngagement Campaign Lob End-point (Source Type)Total Conversions After Exposure Not Engagement / (Exposed (Camp) - Engaged
Total Conversion Rate After Exposure Not Engagement (Lob)Campaign ConversionsChatThe Percentage (%) Of Exposures That Did Not Result In An Engagement But That Did Lead To A Conversion (Calculated At The Lob Level)Business For Live ChatEngagement Campaign Lob End-point (Source Type)Total Conversions After Exposure Not Engagement / (Exposed (Lob) - Engaged)
Total Conversions After EngagementCampaign ConversionsChatNumber Of Conversions Achieved During Or After An EngagementBusiness For Live ChatEnd-point (Source Type)-
Total Conversions After ExposureCampaign ConversionsChatNumber Of Conversions Which Occurred After An ExposureBusiness For Live ChatEnd-point (Source Type)-
Total Conversions After Exposure Not EngagementCampaign ConversionsChatNumber Of Total Conversions Which Occurred After An Exposure That Did Not Result In An EngagementBusiness For Live ChatEngagement Campaign Lob End-point (Source Type)Total Conversions After Exposure - Total Conversions After Engagement
Total Cross Session Purchases After EngagementCampaign ConversionsChatTotal Number Of Purchase Transactions Following An Engagement That Occurred During A Previous Session And Within The Account-defined WindowBusiness For Live ChatEnd-point (Source Type)-
Total Cross Session Purchases After ExposureCampaign ConversionsChatTotal Number Of Purchase Transactions Following An Exposure That Occurred During A Previous Session And Within The Account-defined WindowBusiness For Live ChatEnd-point (Source Type)-
Total Direct Aov After EngagementCampaign ConversionsChatAverage Of The Total Direct Revenue Achieved After Engagements Out Of The Number Of Purchase Transactions Completed After EngagementBusiness For Live ChatEngagement Campaign Lob End-point (Source Type)Sum (Direct Revenue After Engagement)/count( Direct Revenue After Engagement)
Total Direct Aov After ExposureCampaign ConversionsChatAverage Of The Total Direct Revenue Achieved After Exposures Out Of The Number Of Purchase Transactions Completed After ExposuresBusiness For Live ChatEngagement Campaign Lob End-point (Source Type)Total Direct Revenue After Exposure / Total Direct Conversions After Exposure
Total Direct Conversions After EngagementCampaign ConversionsChatTotal Number Of Direct Conversions Achieved After EngagementBusiness For Live ChatEngagement Campaign Lob End-point (Source Type)-
Total Direct Conversions After ExposureCampaign ConversionsChatTotal Number Of Direct Conversions Achieved After ExposureBusiness For Live ChatEngagement Campaign Lob End-point (Source Type)-
Total Direct Revenue After EngagementCampaign ConversionsChatTotal Direct Revenue Achieved From All Campaigns After EngagementBusiness For Live ChatEngagement Campaign Lob End-point (Source Type)-
Total Direct Revenue After ExposureCampaign ConversionsChatTotal Direct Revenue Achieved From All Campaigns After ExposureBusiness For Live ChatEngagement Campaign Lob End-point (Source Type)-
Total Engagements Per HourAgent ProductivityChatTotal Number Of Interactive And Non-interactive Engagements Divided By The Number Of Labor HoursBusiness For Live ChatAgent Group(Interactive Eng. + Non-interactive Eng.) / Labor Time * 24
Total Goal Reached Rate After EngagementCampaign ConversionsChatPercentage Of Goals Reached During Or After An Engagement Out Of All Consumers Engaged. Does Not Include Conversion GoalsBusiness For Live ChatEnd-point (Source Type)Total Goals Reached After Engagement / Engaged
Total Goal Reached Rate After Exposure (Brand)Campaign ConversionsChatPercentage Of Goals Reached After An Exposure Out Of All Consumers Engaged. Does Not Include Conversion GoalsBusiness For Live ChatEnd-point (Source Type)Total Goals Reached After Exposure / Exposed (Brand)
Total Goals Reached After EngagementCampaign ConversionsChatNumber Of Goals Reached After Engagement. Does Not Include Conversion GoalsBusiness For Live ChatEnd-point (Source Type)-
Total Golas Reached After ExposureCampaign ConversionsChatNumber Of Goals Reached After Exposure. Does Not Include Conversion GoalsBusiness For Live ChatEnd-point (Source Type)-
Total In Session Purchases After EngagementCampaign ConversionsChatTotal Number Of Purchase Transactions Following An Engagement That Took Place During The Same SessionBusiness For Live ChatEnd-point (Source Type)-
Total In Session Purchases After ExposureCampaign ConversionsChatTotal Number Of Purchase Events Following An Exposure In The Same SessionBusiness For Live ChatEnd-point (Source Type)-
Total In Session Purchases After ExposuresCampaign ConversionsChatTotal Number Of Purchase Transactions Following An Exposure That Occurred During The Same SessionBusiness For Live ChatEnd-point (Source Type)-
Total Indirect Conversions After EngagementCampaign ConversionsChatTotal Number Of Indirect Conversions Achieved During Or After An Engagement. Indirect Conversion Is One That Achieved A Goal That Is Not Attached To A CampaignBusiness For Live ChatEngagement Campaign Lob End-point (Source Type)-
Total Indirect Conversions After ExposureCampaign ConversionsChatTotal Number Of Indirect Conversions Achieved After An Exposure. Indirect Conversion Is One That Achieved A Goal That Is Not Attached To A CampaignBusiness For Live ChatEngagement Campaign Lob End-point (Source Type)-
Total Indirect Revenue After EngagementCampaign ConversionsChatTotal Indirect Revenue Achieved During Or After An Engagement. The Indirect Revenue Is Generated By Conversions That Achieved A Goal That Is Not Attached To A CampaignBusiness For Live ChatEngagement Campaign Lob End-point (Source Type)-
Total Indirect Revenue After ExposureCampaign ConversionsChatTotal Indirect Revenue Achieved After An Exposure. The Indirect Revenue Is Generated By Conversions That Achieved A Goal That Is Not Attached To A CampaignBusiness For Live ChatEngagement Campaign Lob End-point (Source Type)-
Total Revenue After EngagementCampaign ConversionsChatTotal Revenue Achieved During Or After EngagementBusiness For Live ChatEnd-point (Source Type)-
Total Revenue After ExposureCampaign ConversionsChatTotal Revenue Achieved After ExposureBusiness For Live ChatEnd-point (Source Type)-
Total Revenue Without Conversion After EngagementCampaign ConversionsChatTotal Revenue Achieved Without Conversions During Or After EngagementBusiness For Live ChatEnd-point (Source Type)-
Total Revenue Without Conversion After ExposureCampaign ConversionsChatTotal Revenue Achieved Without Conversions After An ExposureBusiness For Live ChatEnd-point (Source Type)-
ConversionsCampaign ConversionsMessagingchatNumber Of Conversions Generated By Consumers Following Engagements With An Agent. Conversion Goals Include Sell Product/service Generate Leads And Service Activity CompleteGoals Tracker Dashboard For Live ChatAgent Group Skill Engagement Campaign End-point (Source Type)-
Cross Session Conversion/goalCampaign ConversionsMessagingchatNumber Of Times A Goal Was Achieved By Consumers After Initiating An Engagement With An Agent. The Goal Was Achieved During A Separate Session From The One In Which The Engagement Took Place And Within The Account-defined WindowGoals Tracker Dashboard For Live ChatAgent Group Skill Engagement Campaign End-point (Source Type)-
Cross Session ConversionsCampaign ConversionsMessagingchatNumber Of Conversions Generated By Consumers After Initiating An Engagement With An Agent. The Conversion Was Generated During A Separate Session From The One In Which The Engagement Took Place And Within The Account-defined Window. Conversion Goals Include Sell Product/service Generate Leads And Service Activity CompleteGoals Tracker Dashboard For Live ChatAgent Group Skill Engagement Campaign End-point (Source Type)-
Cross Session RevenueCampaign ConversionsMessagingchatTotal Revenue Generated From Purchases Placed By Consumers After Initiating An Engagement With An Agent. The Purchase Was Placed During A Separate Session From The One In Which The Engagement Took Place And Within The Account-defined WindowGoals Tracker Dashboard For Live ChatAgent Group Skill Engagement Campaign End-point (Source Type)-
In Session Conversion/goalCampaign ConversionsMessagingchatNumber Of Times A Goal Was Achieved By Consumers After Initiating An Engagement With An Agent And Before Ending The SessionGoals Tracker Dashboard For Live ChatAgent Group Skill Engagement Campaign End-point (Source Type)-
In Session ConversionsCampaign ConversionsMessagingchatNumber Of Conversions Generated By Consumers After Initiating An Engagement With An Agent And Before Ending The Session. Conversion Goals Include Sell Product/service Generate Leads And Service Activity CompleteGoals Tracker Dashboard For Live ChatAgent Group Skill Engagement Campaign End-point (Source Type)-
In Session RevenueCampaign ConversionsMessagingchatTotal Revenue Generated From Purchases Placed By Consumers After Initiating An Engagement With An Agent And Before Ending The SessionGoals Tracker Dashboard For Live ChatAgent Group Skill Engagement Campaign End-point (Source Type)-
Product ListCampaign ConversionsMessagingchatNumber Of Items In The Shopping Cart At Time Of Purchase. Derived From The Numitems Engagement Attribute Under The Transaction SdeGoals Tracker Dashboard For Live ChatAgent Group Skill Engagement Campaign End-point (Source Type)-
RevenueCampaign ConversionsMessagingchatTotal Revenue Generated By Consumers After Initiating An Engagement With An AgentGoals Tracker Dashboard For Live ChatAgent Group Skill Engagement Campaign End-point (Source Type)-
ValuesCampaign ConversionsMessagingchatTotal Value Of Products Purchased. Derived From The Total Engagement Attribute Under The Transaction SdeGoals Tracker Dashboard For Live ChatAgent Group Skill Engagement Campaign End-point (Source Type)Round(value)
Agent Messages-MessagingThe Number Of Messages Sent By The Agent In The Conversation.Goals Tracker For Messaging<Null>Sum(agent_messages)
Agent Responses-MessagingThe Number Of Responses Given By The Agent To A Consumer. A Response Is A Set Of Consecutive Messages Sent From A Participant Following A Message Sent From The Another Participant In The Same Conversation.Goals Tracker For Messaging<Null>Sum(agent_responses)
Conversions-MessagingAn Indication (1/0) Whether The Goal Was Reported As Success.Goals Tracker For Messaging<Null>Sum(goal_achieved)
Lead Values-MessagingThe Lead Value Extracted From The Lead Sde Sent By The Brand To Le.Goals Tracker For Messaging<Null>Max(lead_value)
Time Assigned-MessagingThe Time The Agent Participated In The Conversation (Measured Only For The Time The Agent Was Assigned To The Conversation).Goals Tracker For Messaging<Null>Sum(time_assigned)
Transaction Values-MessagingThe Total Transaction Value Extracted From The Transaction Sde Sent By The Brand To Le.Goals Tracker For Messaging<Null>Max(transaction_total)
Abandoned ConversationsConsumer ExperienceMessagingNumber Of Conversations During Which An Agent (Human Or Bot) Did Not Respond To A Consumer Message. Conversations In Which The Agent Is The First To Message (Resume) Can't Be Marked As Abandoned Even If The Consumer Did Not Respond To An Agent Message.Marketplace Network DashboardMerchant Subscriber-
Active ConsumersConsumer ExperienceMessagingThe Number Of Consumers Who Were Active During A Selected Timeframe. A Consumer Is Marked As Active If At Least One Of The Following Occurred:1) Consumer Opened A Conversation2) Consumer Sent A Message In A Conversation3) Consumer Closed The ConversationMarketplace Network DashboardMerchant SubscriberCount Distinct Consumers
Active MerchantsNetwork ManagerMessagingNo Of Network Manager Merchants (Accounts) Who Have Sent At Least 1 Message To A Consumer.Marketplace Network DashboardMerchant SubscriberCount Distinct Merchants
Active SubscribersNetwork ManagerMessagingNo Of Network Manager Subscribers Who Have Sent At Least 1 Message To A Consumer. A Merchant May Have More Than One Subscriber.Marketplace Network DashboardMerchant SubscriberCount Distinct Subscribers
Avg. No. Of Bot Responses Per ConversationBot ProductivityMessagingAverage Number Of Bot Agent Responses Per Conversation.Marketplace Network DashboardMerchant SubscriberTotal No. Of Bot Responses / Closed Conversations
Avg. No. Of Human Agent Responses Per ConversationAgent ProductivityMessagingAverage Number Of Human Agent Responses Per Conversation.Marketplace Network DashboardMerchant SubscriberTotal No. Of Human Responses / Closed Conversations
Avg. Wait Time For First Bot ResponseBot ProductivityMessagingThe Time On Average A Consumer Waits For A The First Bot Response To The First Message The Consumer Sent In A Conversation. Measured From The Time The First Message Was Sent By The Consumer To The First Response Provided By An Bot In The Conversation.Marketplace Network DashboardMerchant SubscriberBot Agent First Response Time / Total No. Of First Responses
Avg. Wait Time For First Human Agent ResponseAgent ProductivityMessagingThe Time On Average A Consumer Waits For A Response From The First Human Agent Assigned To The Conversation.if A Bot Was The First Assigned Agent The Responses From The Bot Are Omitted From This Metric's Calculation.Marketplace Network DashboardMerchant SubscriberFirst Human Message Dur Days / Total No Of First Human Message
Closed ConversationsAgent ProductivityMessagingNumber Of Conversations Closed By Agent Consumer Or The System.Marketplace Network DashboardMerchant Subscriberagent Conversation TypeNo. Of Conversations Closed By Agent + No. Of Conversations Closed By Consumer + No. Of Conversations Closed By System
Handled ConsumersAgent ProductivityMessagingThe Number Of Consumers Who Received A Message From Any Agent (Bot Or Human) During The Selected Timeframe.Marketplace Network DashboardMerchant SubscriberCount Distinct Consumers
Handled ConversationsAgent ProductivityMessagingThe Number Of Conversations In Which Any Agent (Bot Or Human) Sent At Least 1 Message During The Selected Timeframe.Marketplace Network DashboardMerchant SubscriberCount Distinct Conversations
Human Response Rate % To Consumer MessageAgent ProductivityMessagingThe Percentage Of Conversations Answered By Human Agents Out Of The Total Conversations That Was Escalated To A Human.Marketplace Network DashboardMerchant SubscriberNo. Of Conversations With Human Response/no. Of Conversation Transferred By Bot
McsConsumer ExperienceMessagingMeaningful Conversation Score (Mcs - An Automated Real Time Measurement Of Consumer Sentiment) For Closed Conversations Including Unassigned Conversations. This Metric Is Attributed Only To The Last Assigned Agent In The Conversation.Marketplace Network DashboardMerchant Subscriberagent Conversation TypeMcs_sum/ Mcs_count
Mcs For BotConsumer ExperienceMessagingMcs For Conversations Handled By Bot Only. ( Mcs Is Meaningful Conversation Score An Automated Real Time Measurement Of Consumer Sentiment)Marketplace Network DashboardMerchant Subscriber-
Mcs For TangoConsumer ExperienceMessagingMcs For Conversations Handled By Agents And Bots ( Mcs Is Meaningful Conversation Score An Automated Real Time Measurement Of Consumer Sentiment)Marketplace Network DashboardMerchant Subscriber-
No. Of Conversations Handled By BotAgent ProductivityMessagingTotal Number Of Conversations Handled By The Bot Only. Closed Conversions Answered By Bot And Was Not Escalated To Human.Marketplace Network DashboardMerchant Subscriber-
No. Of Conversations Opened By AgentAgent ProductivityMessagingNumber Of Conversations Resumed (Opened) By Agents.Marketplace Network DashboardMerchant Subscriber-
No. Of Conversations Opened By ConsumerConsumer ExperienceMessagingNumber Of Conversations Opened By Consumers.Marketplace Network DashboardMerchant Subscriber-
No. Of Conversations Transferred By BotAgent ProductivityMessagingNumber Of Conversations Transferred By Bot To Another Skill Or Agent (Not Including B2q & Takeover).Marketplace Network DashboardMerchant Subscriber-
No. Of Conversations With Human ResponseAgent ProductivityMessagingThe Number Of Conversations That Were Transferred To Human Agents With At Least 1 Response From A Human To Consumer.Marketplace Network DashboardMerchant SubscriberCount Distinct Conversations
No. Of Conversations With No Response From HumanAgent ProductivityMessagingThe Number Of Conversations Which Were Transferred By The Bot And Included No Human Agent Message.Marketplace Network DashboardMerchant Subscriber-
No. Of Interactive Conversations Handled By BotAgent ProductivityMessagingNumber Of Conversations During Which The Consumers Responded At Least Once To An Bot Message.Marketplace Network DashboardMerchant Subscriber-
No. Of Interactive Conversations Handled By HumanAgent ProductivityMessagingNumber Of Conversations During Which The Consumers Responded At Least Once To An Human Agent Message.Marketplace Network DashboardMerchant Subscriber-
No. Of Opened ConversationsConsumer ExperienceMessagingNumber Of Opened Conversations By Either Agents Or Consumers.Marketplace Network DashboardMerchant SubscriberNo. Of Conversations Opened By Consumer + No. Of Conversations Opened By Agent
NpsSurvey ResultsMessagingThe Net Promoter Score For All Conversation Types.Marketplace Network DashboardMerchant Subscriberagent Conversation Type-
Nps For BotSurvey ResultsMessagingThe Net Promoter Score For Conversations Handled By Bot Only.Marketplace Network DashboardMerchant Subscriber-
Nps For TangoSurvey ResultsMessagingThe Net Promoter Score For Conversations Handled By Human Or Bot Agents.Marketplace Network DashboardMerchant Subscriber<Null>
Total No. Of Messages Sent By BotBot ProductivityMessagingTotal Number Of Messages Sent By The Bots.Marketplace Network DashboardMerchant Subscriber-
Total No. Of Messages Sent By ConsumerConsumer ExperienceMessagingNumber Of Messages Sent By Consumers Including Unassigned Conversations.Marketplace Network DashboardMerchant Subscriber-
Total No. Of Messages Sent By HumanAgent ProductivityMessagingTotal Number Of Messages Sent By The Human Agents For Open And Closed Conversations.Marketplace Network DashboardMerchant Subscriber-
Abandoned Chat RateQueue HealthChatThe Percentage (%) Of Consumers Who Abandoned The Queue Out Of All Consumers That Entered The QueueOperational & Staffing For Live ChatSkill Engagement Campaign LobAbandoned Chats / Requested Chats
Abandoned ChatsQueue HealthChatNumber Of Times A Consumer Abandoned The Queue While Waiting For An Agent To ConnectOperational & Staffing For Live ChatSkill Engagement Campaign Lob-
Answer CountSurveysChatThe Number Of Times The Answer Is Submitted To The QuestionOperational & Staffing For Live ChatAgent Group Skill-
Answer RateSurveysChatThe Percentage (%) Of Answers To The Question Out Of The Number Of Consumers That Answered The QuestionOperational & Staffing For Live ChatAgent Group SkillAnswer Count / Answered Questions
Answered QuestionsSurveysChatThe Number Of Times A Question Was Answered. Choosing More Than One Answer In Multiple Choice Questions (Such As With Multiple Check Boxes) Counts As A Single AnswerOperational & Staffing For Live ChatAgent Group Skill-
Answered Questions CsatSurveysChatThe Number Of Consumers That Answered A Csat QuestionOperational & Staffing For Live ChatAgent Group Skill-
Avg. Chat LengthAgent ProductivityChatAverage Time ([H]:mm) From When Consumers Were Connected To An Agent Until The Chat Engagement Window Was ClosedOperational & Staffing For Live ChatAgent Group Skill Engagement Campaign LobCumulative Engaged Chat Time / Connected Chats
Avg. Interactive Chat LengthAgent ProductivityChatAverage Time ([H]:mm) From When Consumers Were Connected To An Agent Until The Chat Engagement Window Was Closed. This Only Includes Chat Engagements During Which The Consumer Entered At Least One Text LineOperational & Staffing For Live ChatAgent Group Skill Engagement Campaign Lob-
Avg. Non-interactive Chat LengthAgent ProductivityChatAverage Time ([H]:mm) From When Consumers Were Connected To An Agent Until The Chat Engagement Window Was Closed. Including Only Chat Engagement During Which The Consumer Did Not Enter Any Line In Chat.Operational & Staffing For Live ChatAgent Group Skill Engagement Campaign Lob-
Avg. Time To Abandon ChatQueue HealthChatAverage Time ([H]:mm) It Took Consumers To Abandon The Queue After Accepting An Engagement Offer And Before Being Connected To An AgentOperational & Staffing For Live ChatSkill Engagement Campaign Lob-
Avg. Time To Answer ChatAgent ProductivityChatAverage Time ([H]:mm) It Took An Agent To Connect To A Consumer Measured From The Time The Consumer Entered The QueueOperational & Staffing For Live ChatAgent Group Skill Engagement Campaign Lob-
AwayAgent StatusMessagingchatCumulative Time ([H]:mm) In Away State. Can Be Viewed And Filtered By The Away Reason Attribute.Operational & Staffing For Live ChatAgent Group-
Away (Total)Agent StatusMessagingchatCombined Time (In Hours) That The Agent Was Not Available (In The Away And Back Soon States)Operational & Staffing For Live ChatAgent GroupAway + Back Soon
Away Eng. RateAgent UtilizationChatThe Percentage (%) Of Logged In Time The Agent Spent In The Away State But Was Actively EngagedOperational & Staffing For Live ChatAgent GroupAway Time Eng. / Logged In Time
Away Not Eng.Agent UtilizationChatTime Spent By The Agent In The Away State While Not Actively EngagedOperational & Staffing For Live ChatAgent GroupAway - Away Time Eng.
Away Not Eng. RateAgent UtilizationChatThe Percentage (%) Of Logged In Time The Agent Spent In The Away State And Was Not Actively EngagedOperational & Staffing For Live ChatAgent GroupAway Not Eng. / Logged In Time
Away RateAgent StatusChatPercentage (%) Of Time Spent By Agents In Away State Out Of The Logged In TimeOperational & Staffing For Live ChatAgent GroupAway / Logged In Time
Away Time Eng.Agent UtilizationChatCumulative Time ([H]:mm) In Away State But EngagedOperational & Staffing For Live ChatAgent Group-
Away Total Eng.Agent UtilizationChatCombined Time (In Hours) That The Agent Was Not Available But Was Actively Engaged (Away Engaged And Back Soon Engaged)Operational & Staffing For Live ChatAgent GroupAway Time Eng. + Back Soon Time Eng.
Away Total Eng. RateAgent UtilizationChatThe Percentage (%) Of Labor Time (In Hours) That The Agent Was Not Available While Actively EngagedOperational & Staffing For Live ChatAgent GroupAway Total Eng. / Labor Time
Away Total Not Eng.Agent UtilizationChatCombined Time (In Hours) That The Agent Was Neither Available Nor Actively Engaged (Away Not Engaged + Back Soon Not Engaged)Operational & Staffing For Live ChatAgent GroupAway (Total) - Away Total Eng.
Away Total Not Eng. RateAgent UtilizationChatThe Percentage (%) Of Labor Time (In Hours) That The Agent Was Neither Available Nor Actively EngagedOperational & Staffing For Live ChatAgent GroupAway Total Not Eng. / Labor Time
Away Total RateAgent StatusMessagingchatThe Percentage (%) Of Logged In Time That The Agent Was In Either The Away Or Back Soon States (Combined Total Of Away + Back Soon)Operational & Staffing For Live ChatAgent GroupAway (Total) / Logged In Time
Back SoonAgent StatusMessagingchatCumulative Time ([H]:m M) In Back Soon StateOperational & Staffing For Live ChatAgent Group-
Back Soon Eng. RateAgent UtilizationChatThe Percentage (%) Of Logged In Time That The Agent Was In The Back Soon State While Actively EngagedOperational & Staffing For Live ChatAgent GroupBack Soon Time Eng. / Logged In Time
Back Soon Not Eng.Agent UtilizationChatTime Spent In The Back Soon State While Not Actively EngagedOperational & Staffing For Live ChatAgent GroupBack Soon - Back Soon Time Eng.
Back Soon Not Eng. RateAgent UtilizationChatThe Percentage (%) Of Logged In Time The Agent Spent In The Back Soon State While Not Actively EngagedOperational & Staffing For Live ChatAgent GroupBack Soon Not Eng. / Logged In Time
Back Soon RateAgent StatusMessagingchatPercentage (%) Of Time Spent By Agents In Back Soon State Out Of The Logged In TimeOperational & Staffing For Live ChatAgent GroupBack Soon / Logged In Time
Back Soon Time Eng.Agent UtilizationChatCumulative Time ([H]:mm) In Back Soon State But EngagedOperational & Staffing For Live ChatAgent Group-
Busy Engagement ViewsCampaign FunnelChatNumber Of Times A Busy Chat Engagement Offer Was Presented To A ConsumerOperational & Staffing For Live ChatSkill Engagement Campaign Lob End-point (Source Type)-
Busy Offers AcceptedCampaign FunnelChatNumber Of Chat Engagement Offers That Were Clicked By Consumers (In Any State)Operational & Staffing For Live ChatSkill Engagement Campaign Lob End-point (Source Type)-
Chat Busy Exposures (Skill Camp)Campaign FunnelChatNumber Of Times Engagements Were Offered To Consumers In A Busy State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By The Configured Skill On The Engagement And Campaign Containing That Engagement. Summarizing This Metric Across Different Skills Or Campaigns May Not Equal A Total Of Distinct Objects)Operational & Staffing For Live ChatSkill Campaign-
Chat Busy Exposures (Skill Eng)Campaign FunnelChatNumber Of Times A Specific Engagement Was Offered To A Consumer In A Busy State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Configured Skill On The Engagement. Summarizing This Metric Across Different Skills Or Engagements May Not Equal A Total Of Distinct Objects)Operational & Staffing For Live ChatSkill Engagement-
Chat Busy Exposures (Skill Lob)Campaign FunnelChatNumber Of Times Engagements Were Offered To Consumers In A Busy State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By The Configured Skill On The Engagement And The Line Of Business Containing The Campaign In Which The Engagement Is Configured. Summarizing This Metric Across Different Skills Or Lines Of Business May Not Equal A Total Of Distinct Objects)Operational & Staffing For Live ChatSkill Lob-
Chat Busy Exposures (Skill)Campaign FunnelChatNumber Of Times Engagements Were Offered To Consumers In A Busy State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By The Configured Skill On The Engagement. Summarizing This Metric Across Different Skills May Not Equal A Total Of Distinct Objects)Operational & Staffing For Live ChatSkill-
Chat Exposed (Skill Camp)Campaign FunnelChatNumber Of Sessions During Which The Consumer Received A Chat Engagement Offer.(pre-aggregated By The Configured Skill On The Engagement And Campaign Containing That Engagement. Summarizing This Metric Across Different Skills Or Campaigns May Not Equal A Total Of Distinct Objects)Operational & Staffing For Live ChatSkill Campaign-
Chat Exposed (Skill Eng)Campaign FunnelChatNumber Of Sessions During Which The Consumer Received A Chat Engagement Offer.(pre-aggregated By Configured Skill On The Engagement. Summarizing This Metric Across Different Skills Or Engagements May Not Equal A Total Of Distinct Objects)Operational & Staffing For Live ChatSkill Engagement-
Chat Exposed (Skill Lob)Campaign FunnelChatNumber Of Sessions During Which The Consumer Received A Chat Engagement Offer.(pre-aggregated By The Configured Skill On The Engagement And The Line Of Business Containing The Campaign In Which The Engagement Is Configured. Summarizing This Metric Across Different Skills Or Lines Of Business May Not Equal A Total Of Distinct Objects)Operational & Staffing For Live ChatSkill Lob-
Chat Exposed (Skill)Campaign FunnelChatNumber Of Sessions During Which The Consumer Received A Chat Engagement Offer.(pre-aggregated By The Configured Skill On The Engagement. Summarizing This Metric Across Different Skills May Not Equal A Total Of Distinct Objects)Operational & Staffing For Live ChatSkill-
Chat Exposures (Skill Camp)Campaign FunnelChatNumber Of Times A Specific Chat Engagement Was Offered To A Consumer. If The Engagement Was Displayed Multiple Times Within One Session It Will Only Be Counted Once.(pre-aggregated By The Configured Skill On The Engagement And Campaign Containing That Engagement. Summarizing This Metric Across Different Skills Or Campaigns May Not Equal A Total Of Distinct Objects)Operational & Staffing For Live ChatSkill Campaign-
Chat Exposures (Skill Eng)Campaign FunnelChatNumber Of Times A Specific Chat Engagement Was Offered To A Consumer. If The Engagement Was Displayed Multiple Times Within One Session It Will Only Be Counted Once.(pre-aggregated By Configured Skill On The Engagement. Summarizing This Metric Across Different Skills Or Engagements May Not Equal A Total Of Distinct Objects)Operational & Staffing For Live ChatSkill Engagement-
Chat Exposures (Skill Lob)Campaign FunnelChatNumber Of Times A Specific Chat Engagement Was Offered To A Consumer. If The Engagement Was Displayed Multiple Times Within One Session It Will Only Be Counted Once.(pre-aggregated By The Configured Skill On The Engagement And The Line Of Business Containing The Campaign In Which The Engagement Is Configured. Summarizing This Metric Across Different Skills Or Lines Of Business May Not Equal A Total Of Distinct Objects)Operational & Staffing For Live ChatSkill Lob-
Chat Exposures (Skill)Campaign FunnelChatNumber Of Times A Specific Chat Engagement Was Offered To A Consumer. If The Engagement Was Displayed Multiple Times Within One Session It Will Only Be Counted Once.(pre-aggregated By The Configured Skill On The Engagement. Summarizing This Metric Across Different Skills May Not Equal A Total Of Distinct Objects)Operational & Staffing For Live ChatSkill-
Chat Offline Exposures (Skill Camp)Campaign FunnelChatNumber Of Times Engagements Were Offered To Consumers In Offline State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By The Configured Skill On The Engagement And Campaign Containing That Engagement. Summarizing This Metric Across Different Skills Or Campaigns May Not Equal A Total Of Distinct Objects)Operational & Staffing For Live ChatSkill Campaign-
Chat Offline Exposures (Skill Eng)Campaign FunnelChatNumber Of Times A Specific Engagement Was Offered To A Consumer In Offline State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Configured Skill On The Engagement. Summarizing This Metric Across Different Skills Or Engagements May Not Equal A Total Of Distinct Objects)Operational & Staffing For Live ChatSkill Engagement-
Chat Offline Exposures (Skill Lob)Campaign FunnelChatNumber Of Times Engagements Were Offered To Consumers In Offline State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure.(pre-aggregated By The Configured Skill On The Engagement And The Line Of Business Containing The Campaign In Which The Engagement Is Configured. Summarizing This Metric Across Different Skills Or Lines Of Business May Not Equal A Total Of Distinct Objects)Operational & Staffing For Live ChatSkill Lob-
Chat Offline Exposures (Skill)Campaign FunnelChatNumber Of Times Engagements Were Offered To Consumers In Offline State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By The Configured Skill On The Engagement. Summarizing This Metric Across Different Skills May Not Equal A Total Of Distinct Objects)Operational & Staffing For Live ChatSkill-
Chat Online Exposures (Skill Camp)Campaign FunnelChatNumber Of Times Engagements Were Offered To Consumers In Online State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By The Configured Skill On The Engagement And Campaign Containing That Engagement. Summarizing This Metric Across Different Skills Or Campaigns May Not Equal A Total Of Distinct Objects)Operational & Staffing For Live ChatSkill Campaign-
Chat Online Exposures (Skill Eng)Campaign FunnelChatNumber Of Times A Specific Engagement Was Offered To A Consumer In Online State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Configured Skill On The Engagement. Summarizing This Metric Across Different Skills Or Engagements May Not Equal A Total Of Distinct Objects)Operational & Staffing For Live ChatSkill Engagement-
Chat Online Exposures (Skill Lob)Campaign FunnelChatNumber Of Times Engagements Were Offered To Consumers In Online State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure.(pre-aggregated By The Configured Skill On The Engagement And The Line Of Business Containing The Campaign In Which The Engagement Is Configured. Summarizing This Metric Across Different Skills Or Lines Of Business May Not Equal A Total Of Distinct Objects)Operational & Staffing For Live ChatSkill Lob-
Chat Online Exposures (Skill)Campaign FunnelChatNumber Of Times Engagements Were Offered To Consumers In Online State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By The Configured Skill On The Engagement. Summarizing This Metric Across Different Skills May Not Equal A Total Of Distinct Objects)Operational & Staffing For Live ChatSkill-
Chat Prospects (Skill Camp)Campaign FunnelChatNumber Of Sessions During Which The Consumer Became Eligible To Receive At Least One Chat Engagement From Any Campaign. Includes The Control Group When One Is Defined.(pre-aggregated By The Configured Skill On The Engagement And Campaign Containing That Engagement. Summarizing This Metric Across Different Skills Or Campaigns May Not Equal A Total Of Distinct Objects)Operational & Staffing For Live ChatSkill Campaign-
Chat Prospects (Skill Eng)Campaign FunnelChatNumber Of Sessions During Which The Consumer Became Eligible To Receive At Least One Chat Engagement From Any Campaign. Includes The Control Group When One Is Defined.(pre-aggregated By Configured Skill On The Engagement. Summarizing This Metric Across Different Skills Or Engagements May Not Equal A Total Of Distinct Objects)Operational & Staffing For Live ChatSkill Engagement-
Chat Prospects (Skill Lob)Campaign FunnelChatNumber Of Sessions During Which The Consumer Became Eligible To Receive At Least One Chat Engagement From Any Campaign. Includes The Control Group When One Is Defined.(this Figure Is Pre-aggregated By The Configured Skill On The Engagement And The Line Of Business Containing The Campaign In Which The Engagement Is Configured. Summarizing This Metric Across Different Skills Or Lines Of Business May Not Equal A Total Of Distinct Objects)Operational & Staffing For Live ChatSkill Lob-
Chat Prospects (Skill)Campaign FunnelChatNumber Of Sessions During Which The Consumer Became Eligible To Receive At Least One Chat Engagement From Any Campaign. Includes The Control Group When One Is Defined.(pre-aggregated By The Configured Skill On The Engagement. Summarizing This Metric Across Different Skills May Not Equal A Total Of Distinct Objects)Operational & Staffing For Live ChatSkill-
Completed SurveysSurveysChatNumber Of Survey Forms CompletedOperational & Staffing For Live ChatAgent Group Skill-
Conc. EngagedAgent ProductivityChatNumber Of Concurrent Engagements Handled By Agents During Their Engaged TimeOperational & Staffing For Live ChatAgent GroupConcurrent Eng. Time / Engaged Time
Conc. LaborAgent ProductivityChatNumber Of Concurrent Engagements Handled By Agents During Their Labor TimeOperational & Staffing For Live ChatAgent GroupConcurrent Eng. Time / Labor Time
Conc. Logged-inAgent ProductivityChatNumber Of Concurrent Engagements Handled By Agents During Their Logged In TimeOperational & Staffing For Live ChatAgent GroupConcurrent Eng. Time / Logged In Time
Connected Chat Rate (Accepted)Campaign FunnelChatThe Percentage (%) Of Engagements That Were Connected To An Agent Out Of The Total Engagement Offers Accepted By ConsumersOperational & Staffing For Live ChatSkill Engagement Campaign Lob(Connected Messaging Eng. + Connected Chats) / Accepted Offers
Connected Chat Rate (Requested)Queue HealthChatThe Percentage (%) Of Connected Chat Engagements Out Of The Total Number Of Requested EngagementsOperational & Staffing For Live ChatAgent Group Skill Engagement Campaign LobConnected Chats / Requested Chats
Connected ChatsQueue HealthChatNumber Of Chat Engagements Which Agents Accepted From The QueueOperational & Staffing For Live ChatAgent Group Skill Engagement Campaign Lob-
Connected Messaging Eng.Campaign FunnelChatNumber Of Web-messaging Conversations That Were Selected From Queue By The AgentOperational & Staffing For Live ChatSkill Engagement Campaign End-point (Source Type)-
Control Group In Session AovControl Group ConversionsChatAverage Order Value Of Conversions From Control Group Visitors During Their Visitor Sessions. Control Group Visitors Visitors Who Were Not Exposed To Any Engagement In Their Site Journey Either They Were In A Control Group Or Prospects Who Aren't Exposed To Invites.Operational & Staffing For Live ChatSkillControl Group In Session Revenue/control Group In Session Conversions
Control Group In Session ConversionsControl Group ConversionsChatConversions By Control Group Visitors Purposely Never Exposed To Chat Invites Occurring During A Visitor Session. Control Group Visitors Visitors Who Were Not Exposed To Any Engagement In Their Site Journey Either They Were In A Control Group Or Prospects Who Aren't Exposed To Invites.Operational & Staffing For Live ChatSkill-
Control Group In Session RevenueControl Group ConversionsChatRevenue From Conversions By Control Group Visitors Purposely Never Exposed To Chat Invites Occurring During A Visitor Session. Control Group Visitors - Visitors Who Were Not Exposed To Any Engagement In Their Site Journey Either They Were In A Control Group Or Prospects Who Aren't Exposed To Invites.Operational & Staffing For Live ChatSkill-
Cross Session Direct Aov After EngagementCampaign ConversionsChatAverage Order Value From Purchases Attributed To The Selected Campaign. Purchases Occurred After An Engagement Which Took Place During A Previous Session But Within The Account-defined WindowOperational & Staffing For Live ChatEngagement Campaign Lob End-point (Source Type)Cross Session Direct Revenue After Engagement / Cross Session Direct Conversions After Engagement
Cross Session Direct Aov After ExposureCampaign ConversionsChatAverage Order Value From Purchases Attributed To The Selected Campaign. Purchases Occurred After An Exposure Which Took Place During A Previous Session And Within The Account-defined WindowOperational & Staffing For Live ChatEngagement Campaign Lob End-point (Source Type)Cross Session Direct Revenue After Exposure / Cross Session Direct Conversions After Exposure
Cross Session Direct Conversions After EngagementCampaign ConversionsChatNumber Of Direct Conversions Achieved After An Engagement Occurred In A Previous Session. The Previous Session Is Attributed To The Same Consumer By Their Browser And Device. The Length Of Time Between Sessions Is Defined In The Campaign Area FootnoteOperational & Staffing For Live ChatEngagement Campaign Lob End-point (Source Type)-
Cross Session Direct Conversions After ExposureCampaign ConversionsChatNumber Of Direct Conversions Achieved After An Exposure Occurred In A Previous Session. The Previous Session Is Attributed To The Same Consumer By Their Browser And Device. The Length Of Time Between Sessions Is Defined In The Campaign Area FootnoteOperational & Staffing For Live ChatEngagement Campaign Lob End-point (Source Type)-
Cross Session Direct Revenue After EngagementCampaign ConversionsChatTotal Direct Revenue Achieved After Engagements. The Engagement And The Purchase Transaction Happened In 2 Different Sessions (The Previous Session Is Attributed To The Same Consumer By Their Browser And Device The Length Of Time Between Sessions Is Defined In The Campaign Area Footnote)Operational & Staffing For Live ChatEngagement Campaign Lob End-point (Source Type)-
Cross Session Direct Revenue After ExposureCampaign ConversionsChatTotal Direct Revenue Achieved After Exposures. The Exposures And The Purchase Transaction Happened In 2 Different Sessions (The Previous Session Is Attributed To The Same Consumer By Their Browser And Device The Length Of Time Between Sessions Is Defined In The Campaign Area Footnote)Operational & Staffing For Live ChatEngagement Campaign Lob End-point (Source Type)-
Csat / Csat ScoreSurveysChatCustomer Satisfaction ScoreOperational & Staffing For Live ChatAgent Group SkillCsat Postivie Answer Count / Answered Questions Csat
Csat Positive Answer CountSurveysChatNumber Of Positive Answers Submitted By Consumers To A Csat Post-chat Survey Question. An Answer Is Considered Positive If Defined As So In The Post-chat Survey Settings Of The Engagement Window As Part Of The Campaign SetupOperational & Staffing For Live ChatAgent Group Skill-
Cumulative Engaged Chat TimeAgent UtilizationChatCumulative Concurrent Time ([H]:mm) Agents Were Engaged In Chat Sessions (If An Agent Was Engaged In 2 Chats During 1 Hour The Total Conc. Engaged Time Will Be 2 Hours)Operational & Staffing For Live ChatAgent Group Skill Engagement Campaign Lob-
Direct Goal Reached Rate After EngagementCampaign ConversionsChatPercentage Of Goals Achieved After Engagement Out Of All Consumers That Were Exposed To An Engagement. Does Not Include Conversion Goals.Operational & Staffing For Live ChatEngagement Campaign Lob End-point (Source Type)Direct Goals Reached After Engagement / Engaged
Direct Goal Reached Rate After Exposure (Skill Camp)Campaign ConversionsChatPercentage Of Goals Achieved After Exposures Out Of All Consumers That Were Exposed To Engagements Within The Specified Campaign. Does Not Include Conversion Goals.(pre-aggregated By Skill And Campaign. Summarizing This Metric Across Different Skills And Campaigns May Not Equal A Total Of Distinct Objects)Operational & Staffing For Live ChatEngagement Campaign Lob End-point (Source Type)Direct Goals Reached After Exposure / Chat Exposed (Skill Camp)
Direct Goal Reached Rate After Exposure (Skill Eng)Campaign ConversionsChatPercentage Of Goals Achieved After Exposures Out Of All Consumers That Were Exposed To Engagements Within The Specified Engagement. Does Not Include Conversion Goals.(pre-aggregated By Skill And Engagement. Summarizing This Metric Across Different Skills And Engagements May Not Equal A Total Of Distinct Objects)Operational & Staffing For Live ChatEngagement Campaign Lob End-point (Source Type)Direct Goals Reached After Exposure / Chat Exposed (Skill Eng)
Direct Goal Reached Rate After Exposure (Skill)Campaign ConversionsChatPercentage Of Goals Achieved After Exposures Out Of All Consumers That Were Exposed To The Engagements On Which The Select Skill Is Configured. Does Not Include Conversion Goals.(pre-aggregated By Skill. Summarizing This Metric Across Different Skills May Not Equal A Total Of Distinct Objects)Operational & Staffing For Live ChatEngagement Campaign Lob End-point (Source Type)Direct Goals Reached After Exposure / Chat Exposed (Skill)
Direct Goals Reached After EngagementCampaign ConversionsChatNumber Of Goals Reached After Engagement. Does Not Include Conversion GoalsOperational & Staffing For Live ChatEngagement Campaign Lob End-point (Source Type)-
Direct Goals Reached After ExposureCampaign ConversionsChatNumber Of Direct Campaign Goals Reached After Exposure. Does Not Include Conversion GoalsOperational & Staffing For Live ChatEngagement Campaign Lob End-point (Source Type)-
EngagedCampaign FunnelChatNumber Of Sessions Which Included At Least One Engagement During Their SessionOperational & Staffing For Live ChatSkill Engagement Campaign End-point (Source Type)-
Engaged Rate (Brand)Campaign FunnelChatThe Percentage (%) Of Consumers Exposed That Were Then Engaged (Calculated At The Brand Level)Operational & Staffing For Live ChatSkill Engagement Campaign End-point (Source Type)Engaged / Exposed (Brand)
Engaged Rate (Camp)Campaign FunnelChatThe Percentage (%) Of Consumers Exposed That Were Then Engaged (Calculated At The Campaign Level)Operational & Staffing For Live ChatSkill Engagement Campaign End-point (Source Type)Engaged / Exposed (Camp)
Engaged Rate (Lob)Campaign FunnelChatThe Percentage (%) Of Consumers Exposed That Were Then Engaged (Calculated At The Lob Level)Operational & Staffing For Live ChatSkill Engagement Campaign End-point (Source Type)Engaged / Exposed (Lob)
Engaged TimeAgent StatusChatTotal Time Spent By Agent Engaging With One Or More ConsumersOperational & Staffing For Live ChatAgent Group-
Engaged Time RateAgent StatusChatThe Percentage (%) Of Time Agents Were Engaged In One Or More Chats Out Of The Logged In TimeOperational & Staffing For Live ChatAgent GroupEngaged Time / Logged In Time
EngagementsCampaign FunnelChatNumber Of Interactive Live Chats Connected Messaging Engagements And Clicks On ContentOperational & Staffing For Live ChatSkill Engagement Campaign End-point (Source Type)-
In Session Direct Aov After EngagementCampaign ConversionsChatAverage Of The Total Direct Revenue Achieved After Engagement Out Of The Number Of Purchase Transactions Completed After Engagement. Engagement And Purchase Happened In The Same SessionOperational & Staffing For Live ChatEngagement Campaign Lob End-point (Source Type)In Session Direct Revenue After Engagement / In Session Direct Conversions After Engagement
In Session Direct Aov After ExposureCampaign ConversionsChatAverage Of The Total Direct Revenue Achieved After Exposures Out Of The Number Of Purchase Transactions Completed After Exposures. Exposure And Purchase Happened In The Same SessionOperational & Staffing For Live ChatEngagement Campaign Lob End-point (Source Type)In Session Direct Revenue After Exposure / In Session Direct Conversions After Exposure
In Session Direct Conversions After EngagementCampaign ConversionsChatNumber Of Direct Conversions Achieved After An Engagement In The Same SessionOperational & Staffing For Live ChatEngagement Campaign Lob End-point (Source Type)-
In Session Direct Conversions After ExposureCampaign ConversionsChatNumber Of Direct Conversions Achieved After An Exposure In The Same SessionOperational & Staffing For Live ChatEngagement Campaign Lob End-point (Source Type)-
In Session Direct Revenue After EngagementCampaign ConversionsChatTotal Direct Revenue Achieved After Engagements. Engagement And Purchase Happened In The Same SessionOperational & Staffing For Live ChatEngagement Campaign Lob End-point (Source Type)-
In Session Direct Revenue After ExposureCampaign ConversionsChatTotal Direct Revenue Achieved After Exposures. Exposure And Purchase Happened In The Same SessionOperational & Staffing For Live ChatEngagement Campaign Lob End-point (Source Type)-
Indirect Goals Reached After EngagementCampaign ConversionsChatNumber Of Indirect Goals Reached After Engagement. An Indirect Goal Is One That Is Not Attached To A Campaign. Indirect Goals May Still Be Achieved By An EngagementOperational & Staffing For Live ChatEngagement Campaign Lob End-point (Source Type)-
Indirect Goals Reached After ExposureCampaign ConversionsChatNumber Of Indirect Goals Reached After Exposure. An Indirect Goal Is One That Is Not Attached To A Campaign. Indirect Goals May Still Be Achieved By An EngagementOperational & Staffing For Live ChatEngagement Campaign Lob End-point (Source Type)-
Interactive Chat RateAgent ProductivityChatThe Percentage (%) Of Interactive Chat Engagements Out Of The Total Number Of Connected Chat EngagementsOperational & Staffing For Live ChatAgent Group Skill Engagement Campaign LobInteractive Chats / Connected Chats
Interactive ChatsAgent ProductivityChatNumber Of Chat Engagements During Which Consumers Entered At Least One Text LineOperational & Staffing For Live ChatAgent Group Skill Engagement Campaign Lob-
Interactive Engagements Per HourAgent ProductivityChatAverage Number Of Interactive Engagements Agents Handled During Their Labor TimeOperational & Staffing For Live ChatAgent GroupInteractive Engagements / Labor Time * 24
Labor TimeAgent StatusChatCumulative Time ([H]:mm) Agents Were In Online State Plus The Engaged Time In The Away State Or Back Soon StateOperational & Staffing For Live ChatAgent Group-
Labor Time RateAgent StatusChatThe Percentage (%) Of The Labor Time Out Of The Logged In TimeOperational & Staffing For Live ChatAgent GroupLabor Time / Logged In Time
Logged In TimeAgent StatusMessagingchatCumulative Agents Logged In Time (Hh:mm)Operational & Staffing For Live ChatAgent Group-
Max Time To Abandon ChatQueue HealthChatMaximum Time ([H]:mm) It Took A Consumer To Abandon The Queue After Accepting A Chat Engagement Offer And Before Being Connected To An AgentOperational & Staffing For Live ChatSkill Engagement Campaign Lob-
Max. Time To Answer ChatQueue HealthChatMaximum Time ([H]:mm) From When Consumers Entered The Queue To When They Connected To An AgentOperational & Staffing For Live ChatSkill Engagement Campaign Lob-
No. Of Chat Cobrowse Interactive SessionsAgent ProductivityChatNumber Of Cobrowse Interactive Sessions That Occurred Within A Chat. An Interactive Session Involves Participation Of Both Agent And Consumer And Lasts 60 Seconds Or MoreOperational & Staffing For Live ChatAgent Group Skill Engagement Campaign Lob-
No. Of Secure Form (Pci) Sent (Chat)Agent ProductivityChatNumber Of Secure Forms Sent By An Agent To A Consumer During A ChatOperational & Staffing For Live ChatAgent Group Skill Engagement Campaign Lob-
No. Of Secure Form (Pci) Submitted (Chat)Agent ProductivityChatNumber Of Secure Forms Completed And Submitted Back To The Agent By A Consumer During A ChatOperational & Staffing For Live ChatAgent Group Skill Engagement Campaign Lob-
No. Of Secure Form (Pci) Viewed (Chat)Agent ProductivityChatNumber Of Secure Forms Viewed By The Consumer During A ChatOperational & Staffing For Live ChatAgent Group Skill Engagement Campaign Lob-
Non Engaged RateAgent UtilizationChatThe Percentage (%) Of The Cumulative Time Agents Were Not Engaged Out Of Logged In TimeOperational & Staffing For Live ChatAgent GroupNon Engaged Time / Logged In Time
Non Engaged TimeAgent UtilizationChatTotal Time An Agent Was Not Engaged With Any ConsumerOperational & Staffing For Live ChatAgent GroupLogged In Time - Engaged Time
Non-interactive ChatsAgent ProductivityChatNumber Of Chat Engagements Connected To An Agent During Which Consumers Did Not Enter Any Line In ChatOperational & Staffing For Live ChatAgent Group Skill Engagement Campaign Lob-
Occupancy RateAgent UtilizationChatThe Percentage (%) Of Time The Agent Spent In The Online State While Actively Engaged (Occupied)Operational & Staffing For Live ChatAgent GroupOnline Time Eng. / Online
Offline Engagement ViewsCampaign FunnelChatNumber Of Times An Offline Chat Engagement Offer Was Presented To A ConsumerOperational & Staffing For Live ChatSkill Engagement Campaign Lob End-point (Source Type)-
Offline Offers AcceptedCampaign FunnelChatNumber Of Busy Chat Engagement Offers That Were Clicked By ConsumersOperational & Staffing For Live ChatSkill Engagement Campaign Lob End-point (Source Type)-
OnlineAgent StatusMessagingchatCumulative Time ([H]:mm) In Online State. Note! Messaging Agents Must Have A Configured Chat Concurrency (Greater Than 0) In Order For The System To Populate This Metric's Value. Messaging Agents With A Chat Concurrency Of 0 Appear With 0 Online Time.Operational & Staffing For Live ChatAgent Group-
Online Engagement ViewsCampaign FunnelChatNumber Of Times An Online Chat Engagement Offer Was Presented To A ConsumerOperational & Staffing For Live ChatSkill Engagement Campaign Lob End-point (Source Type)-
Online Offers AcceptedCampaign FunnelChatNumber Of Times A Consumer Clicked On An Offline Chat Engagement OfferOperational & Staffing For Live ChatSkill Engagement Campaign Lob End-point (Source Type)-
Online RateAgent StatusMessagingchatThe Percentage (%) Of Time The Agent Spent In The Online State Out Of The Logged In TimeOperational & Staffing For Live ChatAgent GroupOnline / Logged In Time
Online Time Eng.Agent UtilizationChatCumulative Time ([H]:mm) Agents Were In The Online State And EngagedOperational & Staffing For Live ChatAgent Group-
Question Completion RateSurveysChatThe Percentage (%) Of Times A Question Was Completed Out Of The Total Number Of Surveys CompletedOperational & Staffing For Live ChatAgent Group SkillAnswered Questions / Compeleted Survey
Requested ChatsCampaign FunnelChatNumber Of Consumers Who Clicked On A Chat Engagement Offer And Entered The Queue Including TransfersOperational & Staffing For Live ChatSkill Engagement Campaign Lob-
Self Service Exposed Cross Session AovSelf Service ConversionsChatAverage Revenue Achieved After Exposure Out Of The Number Of Purchase Transactions Completed After Exposures Where Exposure And Purchase Event Occur In Different Sessions For Self Service Visitors - Visitors Who Were Exposed To An Invite But Did Not Have Any Engagement/chat And Converted On The Web Site ( They Might Clicked On Content But They Didn't Start A Chat).Operational & Staffing For Live ChatSkill-
Self Service Exposed Cross Session ConversionsSelf Service ConversionsChatNumber Of Conversions Achieved After An Invite Exposure Occurred In A Previous Visit To The Site For The Self Service Visitors - Visitors Who Were Exposed To An Invite But Did Not Have Any Engagement/chat And Converted On The Web Site ( They Might Clicked On Content But They Didn't Start A Chat).Operational & Staffing For Live ChatSkill-
Self Service Exposed Cross Session RevenueSelf Service ConversionsChatRevenue Achieved After An Invite Exposure Occurred In A Previous Visit To The Site For The Self Service Visitors - Visitors Who Were Exposed To An Invite But Did Not Have Any Engagement/chat And Converted On The Web Site ( They Might Clicked On Content But They Didn't Start A Chat).Operational & Staffing For Live ChatSkill-
Self Service Exposed In Session AovSelf Service ConversionsChatAverage Of The Revenue Achieved After Exposures Out Of The Number Of Purchase Transactions Completed After Exposures Where Exposure And Purchase Event Occur In The Same Session For Self Service Visitors - Visitors Who Were Exposed To An Invite But Did Not Have Any Engagement/chat And Converted On The Web Site ( They Might Clicked On Content But They Didn't Start A Chat).Operational & Staffing For Live ChatSkillSelf Service Exposed In Session Revenue/self Service Exposed In Session Conversions
Self Service Exposed In Session ConversionsSelf Service ConversionsChatNumber Of Conversions Achieved After An Exposure In The Same Session For Self Service Visitors - Visitors Who Were Exposed To An Invite But Did Not Have Any Engagement/chat And Converted On The Web Site ( They Might Clicked On Content But They Didn't Start A Chat).Operational & Staffing For Live ChatSkill-
Self Service Exposed In Session RevenueSelf Service ConversionsChatRevenue Achieved After Exposure Where Exposure And Purchase Event Occur In The Same Session For The Self Service Visitors - Visitors Who Were Exposed To An Invite But Did Not Have Any Engagement/chat And Converted On The Web Site ( They Might Clicked On Content But They Didn't Start A Chat).Operational & Staffing For Live ChatSkill-
Survey Completion RateSurveysChatThe Percentage (%) Of Completed Survey Forms Out Of Viewed Survey FormsOperational & Staffing For Live ChatAgent Group SkillCompleted Survey / Viewed Survey
Survey FormsSurveysChatNumber Of Different Survey Forms Viewed Or Completed. Each Survey Form Is Counted OnceOperational & Staffing For Live ChatAgent Group Skill-
Total Control Group AovControl Group ConversionsChatAverage Order Value Of In-session And Cross-session Conversions For Control Group Visitors - Visitors Who Were Not Exposed To Any Engagement In Their Site Journey Either They Were In A Control Group Or Prospects Who Aren't Exposed To Invites.Operational & Staffing For Live ChatSkillTotal Control Group Revenue/total Control Group Conversions
Total Control Group Conversion RateControl Group ConversionsChatConversion Rate Of Control Group Visitors - Visitors Who Were Not Exposed To Any Engagement In Their Site Journey Either They Were In A Control Group Or Prospects Who Aren't Exposed To Invites.Operational & Staffing For Live ChatSkillTotal Control Group Conversions/(chat Prospects (Skill)*0.1)
Total Control Group ConversionsControl Group ConversionsChatTotal Conversions Achieved By Visitors In The Control Group Visitors Visitors Who Were Not Exposed To Any Engagement In Their Site Journey Either They Were In A Control Group Or Prospects Who Aren't Exposed To Invites.Operational & Staffing For Live ChatSkillControl Group In Session Conversions+control Group Cross Session Revenue
Total Control Group RevenueControl Group ConversionsChatTotal Revenue Achieved By Control Group Visitors Visitors Who Were Not Exposed To Any Engagement In Their Site Journey Either They Were In A Control Group Or Prospects Who Aren't Exposed To Invites.Operational & Staffing For Live ChatSkillControl Group In Session Revenue+control Group Cross Session Revenue
Total Direct Aov After EngagementCampaign ConversionsChatAverage Of The Total Direct Revenue Achieved After Engagements Out Of The Number Of Purchase Transactions Completed After EngagementOperational & Staffing For Live ChatEngagement Campaign Lob End-point (Source Type)Sum (Direct Revenue After Engagement)/count( Direct Revenue After Engagement)
Total Direct Aov After ExposureCampaign ConversionsChatAverage Of The Total Direct Revenue Achieved After Exposures Out Of The Number Of Purchase Transactions Completed After ExposuresOperational & Staffing For Live ChatEngagement Campaign Lob End-point (Source Type)Total Direct Revenue After Exposure / Total Direct Conversions After Exposure
Total Direct Conversion Rate After EngagementCampaign ConversionsChatPercentage Of Direct Conversions Achieved After Or During An Engagement Out Of All Sessions Containing An EngagementOperational & Staffing For Live ChatEngagement Campaign Lob End-point (Source Type)Total Direct Conversions After Engagements / Engaged
Total Direct Conversion Rate After Exposure (Skill Camp)Campaign ConversionsChatPercentage Of Direct Conversions Achieved After An Exposure Out Of All Sessions During Which The Consumer Was Exposed To An Engagement. Calculated Per Campaign According To The Session Start Time And Aggregated By Skill. Use This Metric When Breakdown Per Campaign Is Needed.(pre-aggregated By Skill And Campaign. Summarizing This Metric Across Different Skills Or Campaigns May Not Equal A Total Of Distinct Objects)Operational & Staffing For Live ChatSkill CampaignTotal Direct Conversions After Exposure / Chat Exposed (Skill Camp)
Total Direct Conversion Rate After Exposure (Skill Eng)Campaign ConversionsChatPercentage Of Direct Conversions Achieved After An Exposure Out Of All Sessions During Which The Consumer Was Exposed To An Engagement. Calculated Per Engagement According To The Session Start Time And Aggregated By Skill. Use This Metric When Breakdown Per Engagement Is Needed.(pre-aggregated By Skill And Engagement. Summarizing This Metric Across Different Skills Or Engagements May Not Equal A Total Of Distinct Objects)Operational & Staffing For Live ChatSkill EngagementTotal Direct Conversions After Exposure / Chat Exposed (Skill Eng)
Total Direct Conversion Rate After Exposure (Skill)Campaign ConversionsChatPercentage Of Direct Conversions Achieved After An Exposure Out Of All Sessions During Which The Consumer Was Exposed To An Engagement. Aggregated By The Skill Configured On The Engagement.(pre-aggregated By Skill. Summarizing This Metric Across Different Engagements May Not Equal A Total Of Distinct Objects)Operational & Staffing For Live ChatSkillTotal Direct Conversions After Exposure / Chat Exposed (Skill)
Total Direct Conversions After EngagementCampaign ConversionsChatTotal Number Of Direct Conversions Achieved After EngagementOperational & Staffing For Live ChatEngagement Campaign Lob End-point (Source Type)-
Total Direct Conversions After ExposureCampaign ConversionsChatTotal Number Of Direct Conversions Achieved After ExposureOperational & Staffing For Live ChatEngagement Campaign Lob End-point (Source Type)-
Total Direct Revenue After EngagementCampaign ConversionsChatTotal Direct Revenue Achieved From All Campaigns After EngagementOperational & Staffing For Live ChatEngagement Campaign Lob End-point (Source Type)-
Total Direct Revenue After ExposureCampaign ConversionsChatTotal Direct Revenue Achieved From All Campaigns After ExposureOperational & Staffing For Live ChatEngagement Campaign Lob End-point (Source Type)-
Total Engagements Per HourAgent ProductivityChatTotal Number Of Interactive And Non-interactive Engagements Divided By The Number Of Labor HoursOperational & Staffing For Live ChatAgent Group(Interactive Eng. + Non-interactive Eng.) / Labor Time * 24
Total Indirect Conversions After EngagementCampaign ConversionsChatTotal Number Of Indirect Conversions Achieved After An Engagement. Indirect Conversion Is One That Achieved A Goal Not Attached To A Campaign.Operational & Staffing For Live ChatEngagement Campaign Lob End-point (Source Type)-
Total Indirect Conversions After ExposureCampaign ConversionsChatTotal Number Of Indirect Conversions Achieved After An Exposure. Indirect Conversion Is One That Achieved A Goal Not Attached To A Campaign.Operational & Staffing For Live ChatEngagement Campaign Lob End-point (Source Type)-
Total Indirect Revenue After EngagementCampaign ConversionsChatTotal Indirect Revenue Achieved. The Indirect Revenue Is Generated By Conversions From Engagements That Achieved Goals Not Attached To Campaigns.Operational & Staffing For Live ChatEngagement Campaign Lob End-point (Source Type)-
Total Indirect Revenue After ExposureCampaign ConversionsChatTotal Indirect Revenue Achieved. The Indirect Revenue Is Generated By Conversions From Exposures That Achieved Goals Not Attached To Campaigns.Operational & Staffing For Live ChatEngagement Campaign Lob End-point (Source Type)-
Total Self Service Exposed AovSelf Service ConversionsChatAverage Revenue Achieved For Self Service Visitors Visitors Who Were Exposed To An Invite But Did Not Have Any Engagement/chat And Converted On The Web Site ( They Might Clicked On Content But They Didn't Start A Chat).Operational & Staffing For Live ChatSkillTotal Self Service Exposed Revenue/total Self Service Exposed Conversions
Total Self Service Exposed Conversion RateSelf Service ConversionsChatPercentage Of Total Self Service Exposed Conversions Out Of Total Chat Exposed. Self Service Visitors Visitors Who Were Exposed To An Invite But Did Not Have Any Engagement/chat And Converted On The Web Site ( They Might Clicked On Content But They Didn't Start A Chat).Operational & Staffing For Live ChatSkillTotal Self Service Exposed Conversions/chat Exposed (Skill)
Total Self Service Exposed ConversionsSelf Service ConversionsChatTotal Number Of Conversions Achieved After Consumer Exposed To An Engagement And Did Not Initiate A Chat With An Agent. Self Service Visitors Visitors Who Were Exposed To An Invite But Did Not Have Any Engagement/chat And Converted On The Web Site ( They Might Clicked On Content But They Didn't Start A Chat.Operational & Staffing For Live ChatSkillSelf Service Exposed Cross Session Conversions+self Service Exposed In Session Conversions
Total Self Service Exposed RevenueSelf Service ConversionsChatTotal Revenue Achieved After Consumer Exposed To An Engagement And Did Not Initiate A Chat With An Agent. Self Service Visitors - Visitors Who Were Exposed To An Invite But Did Not Have Any Engagement/chat And Converted On The Web Site ( They Might Clicked On Content But They Didn't Start A Chat).Operational & Staffing For Live ChatSkillSelf Service Exposed Cross Session Revenue+self Service Exposed In Session Revenue
Viewed SurveySurveysChatNumber Of Survey Forms Viewed By ConsumersOperational & Staffing For Live ChatAgent Group Skill-
Abandoned ConversationsConsumer ExperienceMessagingNumber Of Conversations During Which An Agent Did Not Respond To A Consumer Message.conversations In Which The Agent Is The First To Message (Resume) Cannot Be Marked As Abandoned Even If The Consumer Did Not Respond To An Agent MessagePerformance For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Abandoned RateConsumer ExperienceMessagingPercentage Of Abandoned Conversations Out Of The Total Number Of Closed ConversationsPerformance For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)Abandoned Conversations / Closed Conversations
Abandoned Segments (Agent)Agent SegmentsMessagingThe Number Of Conversations Closed By A Consumer Which Included No Agent Message. Measured During The Last Agent-segment Of The Conversation And Is Unaffected By The Agent Activity From Previous Segments. Attributed To The Last Agent Assigned To The Conversation.Performance For MessagingAgent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
Abandoned Segments (Skill)Skill SegmentsMessagingThe Number Of Conversations Closed By A Consumer Which Included No Agent Message. Measured During The Last Segment Of The Conversation And Is Unaffected By The Agent Activity From Previous Segments.Performance For MessagingSkill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
Abandoned Segments - In Queue (Skill)Skill SegmentsMessagingThe Number Of Conversations Closed By A Consumer Which Included No Agent Message Since No Agent Was Assigned. Measured During The Last Skill-segment Of The Conversation And Is Unaffected By The Agent Activity From Previous Skill-segments.Performance For MessagingSkill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
Abandoned Segments Rate (Agent)Agent SegmentsMessagingThe Percentage Of Abandoned Segments Out Of The Total Segments Assigned To The Agent.Performance For MessagingAgent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer DeviceAbandoned Segments (Agent) / Agent Segments
Abandoned Segments Rate (Skill)Skill SegmentsMessagingThe Percentage Of Abandoned Segments Out Of The Total Segments Assigned To The Skill.Performance For MessagingSkill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer DeviceAbandoned Segments (Skill) / Skill Segments
Active ConsumersConsumer ExperienceMessagingThe Number Of Consumers Who Were Active During A Selected Timeframe.a Consumer Is Marked As Active If At Least One Of The Following Occurred:1) Consumer Opened A Conversation2) Consumer Sent A Message In A Conversation3) Consumer Closed The ConversationPerformance For MessagingSkill Engagement Campaign Lob End-point (Source Type)Count Distinct Consumers
Active Conversation RatioAgent UtilizationMessagingThe Percentage (%) Of Active Conversations Assigned To Agents Out Of The Total Number Of Assigned Conversations.Performance For MessagingAgent Group-
Agent Assignment RateAgent SegmentsMessagingThe Percentage Of Assignments To Agent Out Of The Total Assignments To The Agent? Skill.Performance For MessagingAgent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer DeviceAgent Segments / Assignments To Skill
Agent Or Consumer Close RateRepeat Contact RateMessagingThe Percentage (%) Of Conversations Closed By Agents And Consumers Compared To The Total Number Of Closed ConversationsPerformance For MessagingAgent Group Skill Campaign Source Type(No. Of Conversations Closed By Agent+no. Of Conversations Closed By Consumer)/closed Conversations
Agent Responses Per Closed ConversationsAgent ProductivityMessagingAverage Number Of Responses Provided By Agent Per Closed ConversationPerformance For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)Total No. Of Agent Responses / Closed Covnersations
Agent SegmentsAgent SegmentsMessagingThe Number Of Times Conversations Were Assigned To An Agent. A Conversation May Be Assigned More Than Once To A Given Agent.Performance For MessagingAgent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
Agent To Agent TransfersAgent ProductivityMessagingTotal Number Of Transfers To An Agent. The Transfer Is Attributed To The Skill From Which The Transfer Was Initiated And Agent Who Initiated The TransferPerformance For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Average No. Of Active ConversationsAgent UtilizationMessagingThe Average Number Of Conversations Assigned To An Agent With The Maximum Weight By Smart Capacity And Therefore Occupying A Full Agent Capacity Slot. These Are Named Active Conversations.Performance For MessagingAgent Group-
Average No. Of Assigned ConversationsAgent UtilizationMessagingThe Average Number Of Conversations Concurrently Assigned To An Agent.Performance For MessagingAgent Group-
Avg. Actionable Unassigned ConversationsQueue HealthMessagingThe Average Number Of Actionable Conversation In Queue.filterable By Skill.Performance For MessagingSkillAn Hourly Average Of A Frequent Snapshot Of Each Skill-queue. Each Snapshot Reports On The Number Of Conversations In Queue.
Avg. Actionable Unassigned Conversations (Consumer Messaged Last)Queue HealthMessagingThe Average Number Of Actionable Conversation In Queue. These Conversations Are Actionable Because The Last Message In The Conversation Was Sent By The Consumer.filterable By Skill.Performance For MessagingSkillAn Hourly Average Of A Frequent Snapshot Of Each Skill-queue. Each Snapshot Reports On The Number Of Conversations In Queue.
Avg. Actionable Unassigned Conversations (In Transfer)Queue HealthMessagingThe Average Number Of Actionable Conversation In Queue. These Conversations Are Actionable Because These Conversations Were Transferred Into The Queue By An Agent.filterable By Skill.Performance For MessagingSkillAn Hourly Average Of A Frequent Snapshot Of Each Skill-queue. Each Snapshot Reports On The Number Of Conversations In Queue.
Avg. Actionable Unassigned Conversations (Manual Ttr Is Set)Queue HealthMessagingThe Average Number Of Actionable Conversation In Queue. These Conversations Are Actionable Because An Agent Set A Manual Ttr (Sla) On These Conversation.filterable By Skill.Performance For MessagingSkillAn Hourly Average Of A Frequent Snapshot Of Each Skill-queue. Each Snapshot Reports On The Number Of Conversations In Queue.
Avg. Agent LoadAgent UtilizationMessagingThe Average Conversation Load On An Agent. The Load Is Determined By The Weights Assigned To Conversations By Smart Capacity. A Conversation Can Have A Maximum Weight Of 1 And A Minimum Of 0.1.Performance For MessagingAgent Group-
Avg. Consumer Response TimeConsumer ExperienceMessagingAverage Of The Time ([Mm]:ss) Taken By Consumers To Respond To An Agent? Message.in Case Of Multiple Consecutive Agent Messages The Time Will Be Measured From The First Message. In Case Of Multiple Consecutive Consumer Responses The Time Will Be Measured Until The First Response.this Kpi Is Not Assigned To An AgentPerformance For MessagingSkill Engagement Campaign Lob End-point (Source Type)-
Avg. Conversation DurationConsumer ExperienceMessagingAverage Duration Of Conversions From Open Time To Close Time. Attributed To The Agent Group And Skill At The Time The Conversation Was ClosedPerformance For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Avg. Conversation DurationConsumer ExperienceMessagingAverage Duration Of Conversions From Open Time To Close Time. Attributed To The Agent Group And Skill At The Time The Conversation Was Closedexcluding The Duration Of The Post-conversation Survey (Pcs).Performance For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Avg. Manual Sla TimeAgent ProductivityMessagingAverage Of Time ([Mm]:ss) Set By Agents When Performing Manual Sla During Messaging Conversation.Performance For MessagingAgent Groupskill(Sla_time_due_days) / (No. Of Manual Sla Actions Performed)
Avg. No. Of Agent Responses In Segment (Agent)Agent SegmentsMessagingAverage Number Of Responses Provided By Agent During An Agent-segmentPerformance For MessagingAgent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
Avg. No. Of Consumer Responses In Segment (Agent)Agent SegmentsMessagingAverage Number Of Responses Provided By Consumers To An Agent's Message During An Agent-segmentPerformance For MessagingAgent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
Avg. Not Actionable Unassigned ConversationsQueue HealthMessagingThe Average Number Of Not-actionable Conversation In Queue.filterable By Skill.Performance For MessagingSkillAn Hourly Average Of A Frequent Snapshot Of Each Skill-queue. Each Snapshot Reports On The Number Of Conversations In Queue.
Avg. Not Actionable Unassigned Conversations (In Transfer)Queue HealthMessagingThe Average Number Of Not-actionable Conversations In Queue. These Conversations Include Those That Were Transferred By An Agent Into The Queue. Conversations In-queue And In-transfer Are Considered Actionable By Default Unless The Brand Chooses To Change The Queue Management Configuration.filterable By Skill.Performance For MessagingSkillAn Hourly Average Of A Frequent Snapshot Of Each Skill-queue. Each Snapshot Reports On The Number Of Conversations In Queue.
Avg. Not Actionable Unassigned Conversations (Manual Ttr Is Set)Queue HealthMessagingThe Average Number Of Not-actionable Conversations In Queue. These Conversations Include Those In Which An Agent Set A Manual Ttr (Sla). Conversations In-queue And Set With Manual Ttr Are Considered Actionable By Default Unless The Brand Chooses To Change The Queue Management Configuration.filterable By Skill.Performance For MessagingSkillAn Hourly Average Of A Frequent Snapshot Of Each Skill-queue. Each Snapshot Reports On The Number Of Conversations In Queue.
Avg. Response Time By AgentAgent ResponsivenessMessagingAverage Time Taken By The Agent To Respond To A Consumer Message. Time Is Measured From The First Of Consecutive Messages Sent By A ConsumerPerformance For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Avg. Segment Duration (Agent)Agent SegmentsMessagingAverage Duration (Mm:ss) Of An Agent-segment. Measured From The Time The Conversation Was Assigned To The Agent Until It Was Closed Or Transferred. Attributed To The Assigned Agent Group And Skill.Performance For MessagingAgent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
Avg. Segment Duration (Skill)Skill SegmentsMessagingAverage Duration Of Skill-segments. Measured From The Time The Conversation Was Assigned To The Skill Until It Was Closed Or Transferred To Another Skill.Performance For MessagingSkill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
Avg. Time To First Response From Agent AssignmentAgent ResponsivenessMessagingThe Average Time Taken By An Agent To Respond For The First Time To A Consumers Message From The Time The Agent Was Assigned To The Conversation. Measured For The First Agent Message Sent After Each Assignemnt - Including Assignemnt To A New Conversation And After Transfer.Performance For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Avg. Time To First Response From Agent Assignment - After TransferAgent ResponsivenessMessagingThe Average Time Taken By An Agent To Respond For The First Time After The Conversation Was Transferred. Measured From The Time The Agent Was Assigned After The Transfer.Performance For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Avg. Time To First Response From Agent Assignment - For New ConversationAgent ResponsivenessMessagingThe Average Time Taken By An Agent To Respond To The First Message A Consumer Sent In A Conversation From The Time The Agent Was Assigned To The Conversation. Measured Only For The First Agent Message Sent In A New Conversation.Performance For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Avg. Time To First Response In SegmentAgent SegmentsMessagingThe Average Time (Mm:ss) Taken By An Agent To Respond For The First Time To The Consumer In An Agent-segment (An Agent Segment Is Defined As The Part Of The Conversation In Which The Agent Was Assigned. Measured From The Time The Agent Is Assigned Until She Is Not Longer Assigned).Performance For MessagingAgent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
Avg. Time To Response From Agent AssignmentAgent ResponsivenessMessagingThe Average Time Taken By An Agent To Send A Message To The Consumer From The Time The Agent Was Assigned To A Conversation. Measured For The All Agent Message Sent In A ConversationPerformance For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Avg. Time To Response In SegmentAgent SegmentsMessagingThe Average Time (Mm:ss) Taken By An Agent To Respond To The Consumer In An Agent-segment (An Agent Segment Is Defined As The Part Of The Conversation In Which The Agent Was Assigned. Measured From The Time The Agent Is Assigned Until She Is Not Longer Assigned).Performance For MessagingAgent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
Avg. Unassigned ConversationsQueue HealthMessagingThe Average Number Of Unassigned Conversations (In-queue).filterable By Skill.Performance For MessagingSkillAn Hourly Average Of A Frequent Snapshot Of Each Skill-queue. Each Snapshot Reports On The Number Of Conversations In Queue.
Avg. Wait Time For Agent AssignmentQueue HealthMessagingThe Time (Mm:ss) On Average A New Conversation Remains In Queue Until Assigned To An Agent. Measured From The Time The Conversation Was Opened Until The Time It Was Assigned To An Agent.Performance For MessagingSkill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
Avg. Wait Time For First Agent ResponseConsumer ExperienceMessagingThe Time On Average A Consumer Waits For A Response To The First Message The Consumer Sent In A Conversation. Measured From The Time The First Message Was Sent By The Consumer To The First Response Provided By An Agent In The Conversation.Performance For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Avg. Wait Time For First Agent Response - First Time ConversationsConsumer ExperienceMessagingThe Time On Average A Consumer Who Messaged The Brand For The First Time Waits For A Response From The Brand. Measured From The Time The First Message Was Sent By The Consumer To The First Response Provided By An Agent In The Conversation.Performance For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Avg. Wait Time For First Human Agent ResponseConsumer ExperienceMessagingThe Time On Average A Consumer Waits For A Response From The First Human Agent Assigned To The Conversation.if A Bot Was The First Assigned Agent The Responses From The Bot Are Omitted From This Metric's Calculation.Performance For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Avg. Wait Time For First Human Agent Response - From Bot EscalationConsumer ExperienceMessagingThe Time On Average A Consumer Waits For The First Response In A Conversation By A Human Agent. Measured From The Time A Bot Escalates A Conversation To Another Skill-queue To The First Response Give By The Human Agent.Performance For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Avg. Wait Time To First Human Agent Response - After TransferConsumer ExperienceMessagingThe Time On Average A Consumer Waits For A Response From The First Agent Assigned To The Conversation After It Was Transferred. Measured From The Time The Conversation Was Transferred (Including Skill-to-skill Transfer Agent-to-agent Transfer Or Takeover) Until A Response Is Given By The Agent.Performance For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
AwayAgent StatusMessagingchatCumulative Time ([H]:mm) In Away State. Can Be Viewed And Filtered By The Away Reason Attribute.Performance For MessagingAgent Group-
Away (Total)Agent StatusMessagingchatCombined Time (In Hours) That The Agent Was Not Available (In The Away And Back Soon States)Performance For MessagingAgent GroupAway + Back Soon
Away RateAgent StatusMessagingPercentage (%) Of Time Spent By Agents In Away State Out Of The Logged In TimePerformance For MessagingAgent GroupAway / Logged In Time
Away Time Eng.Agent UtilizationMessagingCumulative Time ([H]:mm) In Away State But EngagedPerformance For MessagingAgent Group-
Away Total RateAgent StatusMessagingchatThe Percentage (%) Of Logged In Time That The Agent Was In Either The Away Or Back Soon States (Combined Total Of Away + Back Soon)Performance For MessagingAgent GroupAway (Total) / Logged In Time
Back SoonAgent StatusMessagingchatCumulative Time ([H]:m M) In Back Soon StatePerformance For MessagingAgent Group-
Back Soon RateAgent StatusMessagingchatPercentage (%) Of Time Spent By Agents In Back Soon State Out Of The Logged In TimePerformance For MessagingAgent GroupBack Soon / Logged In Time
Back To Queue Transfer RateRepeat Contact RateMessagingThe Percentage (%) Of Conversations Transfers Back To The Queue.Performance For MessagingAgent Group Skill Campaign Source TypeBack To Queue Transfers/handled Conversations
Back To Queue TransfersAgent ProductivityMessagingTotal Number Of Transfers Back To The Queue. The Transfer Is Attributed To The Skill From Which The Transfer Was Initiated And Agent Who Initiated The TransferPerformance For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
CcplhAgent ProductivityMessagingClosed Conversations Per Login Hours.Performance For MessagingAgent Group Skill Engagement Campaign Lob Source Type[Closed Conversations]/[login Hours]
CcpohAgent ProductivityMessagingClosed Conversations Per Online Hours.Performance For MessagingAgent Group Skill Engagement Campaign Lob Source Type[Closed Conversations]/[online Hours]
Closed ConversationsAgent ProductivityMessagingNumber Of Conversations Closed By Agent Consumer Or The SystemPerformance For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)No. Of Conversations Closed By Agent + No. Of Conversations Closed By Consumer + No. Of Conversations Closed By System
Cross Session Sales AovCampaign ConversionsMessagingThe Average Revenue Generated By The Orders Placed After A Messaging Conversation Which Reached A Sell Product / Service GoalPerformance For MessagingAgent Group Skill Line Of Business Campaign Engagement Source Type (Entry Point)Cross Session Sales Revenue/cross Session Sales Conversions
Cross Session Sales ConversionsCampaign ConversionsMessagingNumber Of Sell Product / Service Goals Reached After A Messaging ConversationPerformance For MessagingAgent Group Skill Line Of Business Campaign Engagement Source Type (Entry Point)-
Cross Session Sales RevenueCampaign ConversionsMessagingTotal Revenue Achieved After A Messaging Conversation From All Transactions Which Led To A Sell Product / Service Goal Reached.Performance For MessagingAgent Group Skill Line Of Business Campaign Engagement Source Type (Entry Point)-
Csat (Agent And Skill)SurveysMessagingThe Percentage Of Answers 4 Or 5 (Top Two Boxes) Out Of The Total Responses Submitted By Consumers To A Predefined Csat Question Type. Invalid Answers Unrecognized By The Bot Are Excluded From The Formula. Calculated At The Agent And Skill Level.Performance For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Csat (Brand)SurveysMessagingThe Percentage Of Answers 4 Or 5 (Top Two Boxes) Out Of The Total Responses Submitted By Consumers To A Predefined Csat Question Type. Invalid Answers Unrecognized By The Bot Are Excluded From The Formula. Calculated At The Brand Level.Performance For MessagingSkill Engagement Campaign Lob End-point (Source Type)-
Fcr (Agent And Skill)SurveysMessagingThe Percentage Of Answers Yes Out Of The Total Responses Submitted By Consumers To A Predefined Fcr Question Type. Calculated At The Agent And Skill Level.Performance For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Fcr (Brand)SurveysMessagingThe Percentage Of Answers Yes Out Of The Total Responses Submitted By Consumers To A Predefined Fcr Question Type. Calculated At The Brand Level.Performance For MessagingSkill Engagement Campaign Lob End-point (Source Type)-
Handled ConsumersAgent ProductivityMessagingThe Number Of Consumers Who Received A Message From An Agent During The Selected TimeframePerformance For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Handled Conversations By HumanAgent ProductivityMessagingThe Number Of Conversations In Which The Agent Sent At Least One Message During The Selected Timeframe.Performance For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Handled Conversations Per Login HourAgent ProductivityMessagingThe Average Number Of Conversations An Agent Handled During Their Time Logged In.Performance For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)Handled Conversations / Logged In Time
In Session Sales AovCampaign ConversionsMessagingThe Average Revenue Generated By The Orders Placed During A Messaging Conversation Which Reached A Sell Product / Service GoalPerformance For MessagingAgent Group Skill Line Of Business Campaign Engagement Source Type (Entry Point)In Session Sales Revenue/in Session Sales Conversions
In Session Sales ConversionsCampaign ConversionsMessagingNumber Of Sell Product / Service Goals Reached During A Messaging ConversationPerformance For MessagingAgent Group Skill Line Of Business Campaign Engagement Source Type (Entry Point)-
In Session Sales RevenueCampaign ConversionsMessagingTotal Revenue Achieved During A Messaging Conversation From All Transactions Which Led To A Sell Product / Service Goal Reached.Performance For MessagingAgent Group Skill Line Of Business Campaign Engagement Source Type (Entry Point)-
Interactive ConversationsConsumer ExperienceMessagingNumber Of Conversations During Which The Consumers Responded At Least Once To An Agent MessagePerformance For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Interactive RateConsumer ExperienceMessagingPercentage Of Interactive Conversations Out Of The Total Number Of Closed ConversationsPerformance For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)Interactive Conversations / Closed Conversations
Interactive Segments (Agent)Agent SegmentsMessagingThe Number Of Agent-segments Which Included At Least One Response From The Consumer To An Agent? Message.Performance For MessagingAgent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
Interactive Segments (Skill)Skill SegmentsMessagingThe Number Of Skill-segments With At Least One Response From A Consumer To A Skilled-agent? Message. Measured From The First Message Sent By An Agent In A New Skill-segment.Performance For MessagingSkill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
Interactive Segments Rate (Agent)Agent SegmentsMessagingThe Percentage Of Interactive Segments Out Of The Total Segments Assigned To The Agent.Performance For MessagingAgent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer DeviceInteractive Segments (Agent) / Agent Segments
Interactive Segments Rate (Skill)Skill SegmentsMessagingThe Percentage Of Interactive Segments Out Of All The Segments Assigned To The SkillPerformance For MessagingSkill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer DeviceInteractive Segments (Skill) / Skill Segments
Logged In TimeAgent StatusMessagingchatCumulative Agents Logged In Time (Hh:mm)Performance For MessagingAgent Group-
Login HoursAgent ProductivityMessagingLogin Hours In Numeric FormatPerformance For MessagingAgent Group Skill Engagement Campaign Lob Source Type[Logged In Time]*24
Max. Agent LoadAgent UtilizationMessagingThe Maximum Conversation Load On An Agent. The Load Is Determined By The Weights Assigned To Conversations By Smart Capacity. A Conversation Can Have A Maximum Weight Of 1 And A Minimum Of 0.1.Performance For MessagingAgent Group-
Max. Wait Time For Agent AssignmentQueue HealthMessagingThe Maximum Time (Mm:ss) A Conversation Remains In Queue Until Assigned To An Agent. Measured From The Time The Conversation Was Opened Until The Time It Was Assigned To An Agent.Performance For MessagingSkill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
McsConsumer ExperienceMessagingMeaningful Conversation Score (Mcs - An Automated Real Time Measurement Of Consumer Sentiment) For Closed Conversations Including Unassigned Conversations. This Metric Is Attributed Only To The Last Assigned Agent In The Conversation.Performance For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)Average Of 3 Possible Mcs Values:/n1) Positive = 100/n2) Neutral = 0/n3) Negative = -100
Messaging Collaboration Duration (Sec)Agent ProductivityMessagingThe Total Duration Of Messaging Collaboration Sessions.Performance For MessagingAgent Group Skill Engagement Campaign Lob Source Type-
Min Agent LoadAgent UtilizationMessagingThe Minimum Conversation Load On An Agent. The Load Is Determined By The Weights Assigned To Conversations By Smart Capacity. A Conversation Can Have A Maximum Weight Of 1 And A Minimum Of 0.1.Performance For MessagingAgent Group-
No. Of Conversations Closed By AgentAgent ProductivityMessagingNumber Of Conversations That Were Closed By AgentsPerformance For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
No. Of Conversations Closed By ConsumerAgent ProductivityMessagingNumber Of Conversations Closed By ConsumersPerformance For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
No. Of Conversations Closed By SystemAgent ProductivityMessagingNumber Of Conversations Closed By The SystemPerformance For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
No. Of Conversations Opened By AgentAgent ProductivityMessagingNumber Of Conversations Resumed (Opened) By AgentsPerformance For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
No. Of Conversations Opened By ConsumerConsumer ExperienceMessagingNumber Of Conversations Opened By Consumers. This Kpi Is Assigned To Skill (Not Agent)Performance For MessagingSkill Engagement Campaign Lob End-point (Source Type)-
No. Of Manual Sla Actions PerformedAgent ProductivityMessagingNumber Of Manual Sla Actions Performed By An Agent During Messaging Conversation.Performance For MessagingAgent GroupskillSum(agent_sla)
No. Of Messaging Collaboration Interactive SessionsAgent ProductivityMessagingNumber Of Interactive Messaging Collaboration Sessions.an Interactive Session Involves Participation Of Both Agent And Consumer And Lasts 60 Seconds Or MorePerformance For MessagingAgent Group Skill Engagement Campaign Lob Source Type-
No. Of Messaging Collaboration SessionsAgent ProductivityMessagingNumber Of Messaging Collaboration Sessions For All Session Types.Performance For MessagingAgent Group Skill Engagement Campaign Lob Source Type-
No. Of Opened ConversationsConsumer ExperienceMessagingNumber Of Opened Conversations By Either Agents Or ConsumersPerformance For MessagingSkill Engagement Campaign Lob End-point (Source Type)No. Of Conversations Opened By Consumer + No. Of Conversations Opened By Agent
No. Of Secure Form (Pci) Sent (Messaging)Agent ProductivityMessagingNumber Of Secure Forms Sent By An Agent To A Consumer During A Conversation.Performance For MessagingAgent Group Skill Engagement Campaign Lob Source Type-
No. Of Secure Form (Pci) Submitted (Messaging)Agent ProductivityMessagingNumber Of Secure Forms Completed And Submitted Back To The Agent By A Consumer During A Conversation.Performance For MessagingAgent Group Skill Engagement Campaign Lob Source Type-
No. Of Secure Form (Pci) Viewed (Messaging)Agent ProductivityMessagingNumber Of Secure Forms Viewed By The Consumer During A ConversationPerformance For MessagingAgent Group Skill Engagement Campaign Lob Source Type-
Non - Interactive ConversationsConsumer ExperienceMessagingNumber Of Conversations During Which The Consumers Did Not Respond To An Agent Message.conversations In Which The Agent Is The First To Message (Resume) And Do Not Include A Consumer Response To The Agent Message Are Considered Non Interactive (And Not Abandoned)Performance For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Non - Interactive RateConsumer ExperienceMessagingPercentage Of Non-interactive Conversations Out Of The Total Number Of Closed ConversationsPerformance For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)Non - Interactive Conversations / Closed Conversations
Nps (Agent And Skill)SurveysMessagingThe Net Promoter Score Based On A Scale Of -100 To 100 And Derived From The Predefined Nps Question Type. Calculated At The Agent And Skill Level.Performance For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Nps (Brand)SurveysMessagingThe Net Promoter Score Based On A Scale Of -100 To 100 And Derived From The Predefined Nps Question Type. Calculated At The Brand Level.Performance For MessagingSkill Engagement Campaign Lob End-point (Source Type)-
OnlineAgent StatusMessagingchatCumulative Time ([H]:mm) In Online State. Note! Messaging Agents Must Have A Configured Chat Concurrency (Greater Than 0) In Order For The System To Populate This Metric's Value. Messaging Agents With A Chat Concurrency Of 0 Appear With 0 Online Time.Performance For MessagingAgent Group-
Online HoursAgent ProductivityMessagingOnline Hours In Numeric FormatPerformance For MessagingAgent Group Skill Engagement Campaign Lob Source Type[Online]*24
Online RateAgent StatusMessagingchatThe Percentage (%) Of Time The Agent Spent In The Online State Out Of The Logged In TimePerformance For MessagingAgent GroupOnline / Logged In Time
Rcr 0-3 DaysRepeat Contact RateMessagingPercentage Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 0 To 3 Days.Performance For MessagingAgent Group Skill Campaign Source TypeRepeat 0-3 Days/closed Conversations
Rcr 1 DayRepeat Contact RateMessagingPercentage Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 1 Hour And 1 Day.Performance For MessagingAgent Group Skill Campaign Source TypeRepeat 1 Day/closed Conversations
Rcr 1 HourRepeat Contact RateMessagingPercentage Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Within 1 Hour.Performance For MessagingAgent Group Skill Campaign Source TypeRepeat 1 Hour/closed Conversations
Rcr 14 DayRepeat Contact RateMessagingPercentage Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 7 Day And 14 Days.Performance For MessagingAgent Group Skill Campaign Source TypeRepeat 14 Days/closed Conversations
Rcr 3 DayRepeat Contact RateMessagingPercentage Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 1 Day And 3 Days.Performance For MessagingAgent Group Skill Campaign Source TypeRepeat 3 Days/closed Conversations
Rcr 30 DayRepeat Contact RateMessagingPercentage Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 14 Day And 30 Days.Performance For MessagingAgent Group Skill Campaign Source TypeRepeat 30 Days/closed Conversations
Rcr 4-30 DaysRepeat Contact RateMessagingPercentage Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 4 To 30 Days.Performance For MessagingAgent Group Skill Campaign Source TypeRepeat 4-30 Days/closed Conversations
Rcr 7 DayRepeat Contact RateMessagingPercentage Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 3 Day And 7 DaysPerformance For MessagingAgent Group Skill Campaign Source TypeRepeat 7 Days/closed Conversations
Rcr For Same Skill 0-30 DaysRepeat Contact RateMessagingThe Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Within The Same Skill Between 0-30 DaysPerformance For MessagingAgent Group Skill Campaign Source TypeRepeat Skill/(rcr 0-3 Days+rcr 4-30 Days)
Rcr For Same Source Type 0-30 DaysRepeat Contact RateMessagingThe Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Within The Same Skill Between 0-30 DaysPerformance For MessagingAgent Group Skill Campaign Source TypeRepeat Souurce Type /(Rcr 0-3 Days+rcr 4-30 Days)
Repeat 0-3 DaysRepeat Contact RateMessagingTotal Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Up To 3 Days.Performance For MessagingAgent Group Skill Campaign Source TypeRepeat 1 Hour+repeat 1 Day+repeat 3 Days
Repeat 0-30 DaysRepeat Contact RateMessagingTotal Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Up To 30 Days.Performance For MessagingAgent Group Skill Campaign Source TypeRepeat 0-3 Days+repeat 4-30 Days
Repeat 1 DayRepeat Contact RateMessagingTotal Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 1 Hour And 1 Day. This Rcr Measurement Is Mutually Exclusive Meaning Rcr 1 Hour (For Example) Is Not Included.Performance For MessagingAgent Group Skill Campaign Source Type<Null>
Repeat 1 HourRepeat Contact RateMessagingTotal Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Within 1 Hour. This Measurement Is A Prime Indicator Of Conversations That Are Closed Prematurely.Performance For MessagingAgent Group Skill Campaign Source Type<Null>
Repeat 14 DaysRepeat Contact RateMessagingTotal Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 7 Day And 14 Days. This Rcr Measurement Is Mutually Exclusive Meaning Rcr 7 Days (For Example) Is Not Included.Performance For MessagingAgent Group Skill Campaign Source Type<Null>
Repeat 3 DaysRepeat Contact RateMessagingTotal Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 1 Day And 3 Days. This Rcr Measurement Is Mutually Exclusive Meaning Rcr 1 Day (For Example) Is Not Included.Performance For MessagingAgent Group Skill Campaign Source Type<Null>
Repeat 30 DaysRepeat Contact RateMessagingTotal Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 14 Day And 30 Days. This Rcr Measurement Is Mutually Exclusive Meaning Rcr 14 Days (For Example) Is Not Included.Performance For MessagingAgent Group Skill Campaign Source Type<Null>
Repeat 4-30 DaysRepeat Contact RateMessagingTotal Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 7 To 30 Days.Performance For MessagingAgent Group Skill Campaign Source TypeRepeat 7 Days+repeat 14 Days+repeat 30 Days
Repeat 7 DaysRepeat Contact RateMessagingTotal Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 3 Day And 7 Days. This Rcr Measurement Is Mutually Exclusive Meaning Rcr 3 Days (For Example) Is Not Included.Performance For MessagingAgent Group Skill Campaign Source Type<Null>
Repeat Other SkillRepeat Contact RateMessagingThe Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation With The Other Skill Between 0-30 DaysPerformance For MessagingAgent Group Skill Campaign Source TypeRepeat 0-30 Days-repeat Skill
Repeat SkillRepeat Contact RateMessagingThe Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation With The Same Skill Between 0-30 DaysPerformance For MessagingAgent Group Skill Campaign Source Type<Null>
Repeat Source TypeRepeat Contact RateMessagingThe Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Within The Same Source.Performance For MessagingAgent Group Skill Campaign Source Type<Null>
Resolution Rate 0-3 DaysRepeat Contact RateMessagingPercentage Of Closed Conversations Where The Same Consumerid Did Not Open A Subsequent Conversation Within 3 Days.Performance For MessagingAgent Group Skill Campaign Source Type1- (Rcr 0-3 Days)
Sales AovCampaign ConversionsMessagingThe Average Revenue Generated By The Orders Placed After Or During A Messaging Conversation Which Reached A Sell Product / Service GoalPerformance For MessagingAgent Group Skill Engagement Campaign End-point (Source Type)-
Sales Conversion RateCampaign ConversionsMessagingPercentage Of Sell Product / Service Goals Reached After Or During A Messaging Conversation Out Of All Messaging Conversations That Were Assigned To An AgentPerformance For MessagingAgent Group Skill Engagement Campaign End-point (Source Type)-
Sales ConversionsCampaign ConversionsMessagingNumber Of Sell Product / Service Goals Reached During Or After A Messaging ConversationPerformance For MessagingAgent Group Skill Engagement Campaign End-point (Source Type)-
Sales RevenueCampaign ConversionsMessagingTotal Revenue Achieved During Or After A Messaging Conversation From All Transactions Which Led To A Sell Product / Service Goal Reached.Performance For MessagingAgent Group Skill Engagement Campaign End-point (Source Type)-
Segments With Non Responsive Agents (Agent)Agent SegmentsMessagingThe Number Of Agent-segments Which Ended In A Transfer Or Closed By Agent Or System With No Message From An Agent.Performance For MessagingAgent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
Segments With Non Responsive Agents (Skill)Skill SegmentsMessagingThe Number Of Skill-segments Which Ended In A Transfer To Another Skill Or Closed By Agent/system With No Message From An Agent.Performance For MessagingSkill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
Segments With Non Responsive Consumers (Agent)Agent SegmentsMessagingThe Number Of Closed Conversations Which Included No Consumer Response To An Agent's Message. Measured During The Last Agent-segment Of The Conversation.Performance For MessagingAgent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
Segments With Non Responsive Consumers (Skill)Skill SegmentsMessagingThe Number Of Skill-segments Which Ended In A Transfer To Another Skill Or Closed With No Response From The Consumer To An Agent? Message.Performance For MessagingSkill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
Skill SegmentsSkill SegmentsMessagingThe Number Of Times Conversations Were Assigned To A Skill. Measured For Conversations That Were Opened To The Skill Or Transffered To It. A Conversation May Be Assigned More Than Once To A Given Skill.Performance For MessagingSkill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
Skill To Skill Transfer RateRepeat Contact RateMessagingThe Percentage (%) Of Conversations Transfers From Skill To Skill.Performance For MessagingAgent Group Skill Campaign Source TypeSkill To Skill Transfers/handled Conversations
Skill To Skill TransfersAgent ProductivityMessagingTotal Number Of Transfers To A Skill. The Transfer Is Attributed To The Skill From Which The Transfer Was Initiated And Agent Who Initiated The TransferPerformance For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Sla 10m All ResponsesSla ReportMessagingThe Total Number Of Agent Responses (Excluding The First Response) Answered Within A 10 Minute BucketPerformance For MessagingSkill-
Sla 10m All Responses PercentageSla ReportMessagingThe Percentage Of Agent Responses (Excluding The First Response) Answered Within A 10 Minute BucketPerformance For MessagingSkill-
Sla 10m First ResponseSla ReportMessagingThe Number Of Agent Segments In Which The Agent Sent Their First Response Within 10 MinutesPerformance For MessagingSkill-
Sla 10m First Response PercentageSla ReportMessagingThe Percentage Of Agent Segments In Which The Agent Sent Their First Response Within 10 MinutesPerformance For MessagingSkill-
Sla 180m All ResponsesSla ReportMessagingThe Total Number Of Agent Responses (Excluding The First Response) Answered Within A 180 Minute BucketPerformance For MessagingSkill-
Sla 180m All Responses PercentageSla ReportMessagingThe Percentage Of Agent Responses (Excluding The First Response) Answered Within A 180 Minute BucketPerformance For MessagingSkill-
Sla 180m First ResponseSla ReportMessagingThe Number Of Agent Segments In Which The Agent Sent Their First Response Within 180 MinutesPerformance For MessagingSkill-
Sla 180m First Response PercentageSla ReportMessagingThe Percentage Of Agent Segments In Which The Agent Sent Their First Response Within 180 MinutesPerformance For MessagingSkill-
Sla 24h All ResponsesSla ReportMessagingThe Total Number Of Agent Responses (Excluding The First Response) Answered Within 24 HoursPerformance For MessagingSkill-
Sla 24h All Responses PercentageSla ReportMessagingThe Percentage Of Agent Responses (Excluding The First Response) Answered Within 24 HoursPerformance For MessagingSkill-
Sla 24h First ResponseSla ReportMessagingThe Number Of Agent Segments In Which The Agent Sent Their First Response Within 24 HoursPerformance For MessagingSkill-
Sla 24h First Response PercentageSla ReportMessagingThe Percentage Of Agent Segments In Which The Agent Sent Their First Response Within 24 HoursPerformance For MessagingSkill-
Sla 30m All ResponsesSla ReportMessagingThe Total Number Of Agent Responses (Excluding The First Response) Answered Within A 30 Minute BucketPerformance For MessagingSkill-
Sla 30m All Responses PercentageSla ReportMessagingThe Percentage Of Agent Responses (Excluding The First Response) Answered Within A 30 Minute BucketPerformance For MessagingSkill-
Sla 30m First ResponseSla ReportMessagingThe Number Of Agent Segments In Which The Agent Sent Their First Response Within 30 MinutesPerformance For MessagingSkill-
Sla 30m First Response PercentageSla ReportMessagingThe Percentage Of Agent Segments In Which The Agent Sent Their First Response Within 30 MinutesPerformance For MessagingSkill-
Sla 5m All ResponsesSla ReportMessagingThe Total Number Of Agent Responses (Excluding The First Response) Answered Within A 5 Minute BucketPerformance For MessagingSkill-
Sla 5m All Responses PercentageSla ReportMessagingThe Percentage Of Agent Responses (Excluding The First Response) Answered Within A 5 Minute BucketPerformance For MessagingSkill-
Sla 5m First ResponseSla ReportMessagingThe Number Of Agent Segments In Which The Agent Sent Their First Response Within 5 MinutesPerformance For MessagingSkill-
Sla 5m First Response PercentageSla ReportMessagingThe Percentage Of Agent Segments In Which The Agent Sent Their First Response Within 5 MinutesPerformance For MessagingSkill-
Sla 60m All ResponsesSla ReportMessagingThe Total Number Of Agent Responses (Excluding The First Response) Answered Within A 60 Minute BucketPerformance For MessagingSkill-
Sla 60m All Responses PercentageSla ReportMessagingThe Percentage Of Agent Responses (Excluding The First Response) Answered Within A 60 Minute BucketPerformance For MessagingSkill-
Sla 60m First ResponseSla ReportMessagingThe Number Of Agent Segments In Which The Agent Sent Their First Response Within 60 MinutesPerformance For MessagingSkill-
Sla 60m First Response PercentageSla ReportMessagingThe Percentage Of Agent Segments In Which The Agent Sent Their First Response Within 60 MinutesPerformance For MessagingSkill-
Sla Above 24h All ResponsesSla ReportMessagingThe Total Number Of Agent Responses (Excluding The First Response) Answered Within More Than 24 HoursPerformance For MessagingSkill-
Sla Above 24h All Responses PercentageSla ReportMessagingThe Percentage Of Agent Responses (Excluding The First Response) Answered Within More Than 24 HoursPerformance For MessagingSkill-
Sla Above 24h First ResponseSla ReportMessagingThe Number Of Agent Segments In Which The Agent Sent Their First Response Within More Than 24 HoursPerformance For MessagingSkill-
Sla Above 24h First Response PercentageSla ReportMessagingThe Percentage Of Agent Segments In Which The Agent Sent Their First Response Within More Than 24 HoursPerformance For MessagingSkill-
System Close RateRepeat Contact RateMessagingThe Percentage (%) Of Conversations Closed By The System Compared To The Total Number Of Closed ConversationsPerformance For MessagingAgent Group Skill Campaign Source TypeNo. Of Conversations Closed By System/closed Conversations
Takeover RateRepeat Contact RateMessagingThe Percentage (%) Of Conversations Another Agent (User) Takesover Conversations From A Given Agent.Performance For MessagingAgent Group Skill Campaign Source TypeTakeovers From Agent/opened Conversations
Takeovers By AgentAgent ProductivityMessagingThe Number Of Times An Agent (User) Takes Over Conversations From Another Agent (Bot Or Human).in Most Cases This Metric Applies To Agent Managers Who Have The Permission To Take Over Conversations.Performance For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Takeovers From AgentAgent ProductivityMessagingThe Number Of Times Another Agent (User) Takesover Conversations From A Given Agent.used To Analyse How Many Time Conversations Were Taken Over From A Bot Or Human Agent (Example- How Many Conversations Were Takenover From Concierge-bot Agent/user?).Performance For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Total No. Of Agent ResponsesAgent ProductivityMessagingNumber Of Responses Provided By AgentPerformance For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Total No. Of Consumer ResponsesConsumer ExperienceMessagingNumber Of Responses Provided By Consumers To An Agent's Message. This Kpi Is Assigned To Skill (Not Agent).Performance For MessagingSkill Engagement Campaign Lob End-point (Source Type)-
Total No. Of First ResponsesAgent ProductivityMessagingNumber Of First Responses To ConversationsPerformance For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Total No. Of First Responses To First Time ConversationsAgent ProductivityMessagingNumber Of First Responses By Agents To First Time Consumer ConversationsPerformance For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Total No. Of Messages Sent By AgentAgent ProductivityMessagingNumber Of Messages Sent By AgentPerformance For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Total No. Of Messages Sent By ConsumerConsumer ExperienceMessagingNumber Of Messages Sent By Consumers Including Unassigned Conversations. This Kpi Is Not Assigned To A Specific AgentPerformance For MessagingSkill Engagement Campaign Lob End-point (Source Type)-
Total No. Of Messages Sent By Consumer To AgentConsumer ExperienceMessagingNumber Of Messages Sent By Consumers While An Agent Was Assigned To The Conversation. This Kpi Is Not Assigned To A Specific AgentPerformance For MessagingSkill Engagement Campaign Lob End-point (Source Type)-
Total No. Of TransfersAgent ProductivityMessagingNumber Of Transfers. The Transfer Is Attributed To The Skill From Which The Transfer Was Initiated And Agent Who Initiated The TransferPerformance For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Wait Time For Agent Assignment - 50th PercentileQueue HealthMessagingThe Median Time (Mm:ss) A Conversation Remains In Queue Until Assigned To An Agent. Measured From The Time The Conversation Was Opened Until The Time It Was Assigned To An Agent.Performance For MessagingSkill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
Wait Time For Agent Assignment - 90th PercentileQueue HealthMessagingThe 90th Percentile Of Time (Mm:ss) A Conversation Remains In Queue Until Assigned To An Agent. Measured From The Time The Conversation Was Opened Until The Time It Was Assigned To An Agent.Performance For MessagingSkill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device<Null>
Bot Closed ConversationsBot ProductivityMessagingConversations That Were Handled By Bot Only And Closed By The Bot When Bot Was Assigned To The Conversation.Rollover Dashboard<Null>-
Bot Handled ConversationsBot ProductivityMessagingThe Distinct Number Of Conversations Where The Bot Has Sent At Least One Message And The Conversation Was Not Escalated To Human.Rollover Dashboard<Null>-
Bot Transferred ConversationsBot ProductivityMessagingNumber Of Conversations Transferred By Bot To Another Skill Or Agent (Not Including B2q & Takeover).Rollover DashboardAgent Group Skill-
Brand CountRollover ProductivityMessagingDistinct Count Of The Owner Brands That The Rollover Account Took The Conversations On BehalfRollover Dashboard<Null>-
Closed ConversationsAgent ProductivityMessagingNumber Of Conversations Closed By Agent Consumer Or The System.Rollover DashboardAgent Group SkillNo. Of Conversations Closed By Agent + No. Of Conversations Closed By Consumer + No. Of Conversations Closed By System
Handled ConversationsAgent ProductivityMessagingThe Number Of Conversations In Which The Agent Sent At Least One Message During The Selected Timeframe.Rollover DashboardDate Initial Device Goal Type Group Conv Type-
LeadsRollover ProductivityMessagingThe Total Number Of Unique Leads Generated By The Assigned Agent Via The Leadwidget Or By A Bot Utilizing Lead Automation Within The Selected Timeframe. Leads Are Counted Uniquely Per Lead Topic Customer And Channel When Collected Within A 24 Hour Time Period.Rollover DashboardAgent Group Skill Engagement Campaign Lob Conv Type-
Leads Conversion RateRollover ProductivityMessagingThe Percentage Of Leads Captured Out Of The Total Number Of Closed Conversations.Rollover DashboardAgent Group Skill Engagement Campaign Lob Source TypeLeads/closed Conversations
Logged In TimeAgent StatusMessagingCumulative Agents Logged In Time (Hh:mm)Rollover DashboardAgent Group-
No. Of Conversations Opened By AgentAgent ProductivityMessagingNumber Of Conversations Resumed (Opened) By Agents.Rollover DashboardAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
No. Of Conversations Opened By ConsumerConsumer ExperienceMessagingNumber Of Conversations Opened By Consumers.Rollover DashboardSkill Engagement Campaign Lob End-point (Source Type)-
No. Of Messaging Collaboration SessionsAgent ProductivityMessagingThe Number Of Messaging Collaboration Sessions Including Interactive And Non Interactive Sessions Within The Selected Timeframe.Rollover DashboardAgent Group Skill Engagement Campaign Lob Conv Type-
Opened ConversationsAgent ProductivityMessagingNumber Of Opened Conversations By Either Agents Or ConsumersRollover DashboardSkill Engagement Campaign Lob End-point (Source Type)No. Of Conversations Opened By Consumer + No. Of Conversations Opened By Agent
RollbacksRollover ProductivityMessagingThe Number Of Times A Rollover Conversation Was Returned To The Owner Account From The Rollover/bpo Account Within The Selected Timeframe.Rollover DashboardAgent Group Skill Engagement Campaign Lob Source Type-
Total No. Of Messages Sent By AgentAgent ProductivityMessagingNumber Of Messages Sent By AgentRollover DashboardAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Abandoned Chat RateQueue HealthChatThe Percentage (%) Of Consumers Who Abandoned The Queue Out Of All Consumers That Entered The QueueSkill Activity For Live ChatSkill Engagement Campaign LobAbandoned Chats / Requested Chats
Abandoned ChatsQueue HealthChatNumber Of Times A Consumer Abandoned The Queue While Waiting For An Agent To ConnectSkill Activity For Live ChatSkill Engagement Campaign Lob-
Answer CountSurveysChatThe Number Of Times The Answer Is Submitted To The QuestionSkill Activity For Live ChatAgent Group Skill-
Answer RateSurveysChatThe Percentage (%) Of Answers To The Question Out Of The Number Of Consumers That Answered The QuestionSkill Activity For Live ChatAgent Group SkillAnswer Count / Answered Questions
Answered QuestionsSurveysChatThe Number Of Times A Question Was Answered. Choosing More Than One Answer In Multiple Choice Questions (Such As With Multiple Check Boxes) Counts As A Single AnswerSkill Activity For Live ChatAgent Group Skill-
Answered Questions CsatSurveysChatThe Number Of Consumers That Answered A Csat QuestionSkill Activity For Live ChatAgent Group Skill-
Avg. Chat LengthAgent ProductivityChatAverage Time ([H]:mm) From When Consumers Were Connected To An Agent Until The Chat Engagement Window Was ClosedSkill Activity For Live ChatAgent Group Skill Engagement Campaign LobCumulative Engaged Chat Time / Connected Chats
Avg. Interactive Chat LengthAgent ProductivityChatAverage Time ([H]:mm) From When Consumers Were Connected To An Agent Until The Chat Engagement Window Was Closed. This Only Includes Chat Engagements During Which The Consumer Entered At Least One Text LineSkill Activity For Live ChatAgent Group Skill Engagement Campaign Lob-
Avg. Non-interactive Chat LengthAgent ProductivityChatAverage Time ([H]:mm) From When Consumers Were Connected To An Agent Until The Chat Engagement Window Was Closed. Including Only Chat Engagement During Which The Consumer Did Not Enter Any Line In Chat.Skill Activity For Live ChatAgent Group Skill Engagement Campaign Lob-
Avg. Time To Abandon ChatQueue HealthChatAverage Time ([H]:mm) It Took Consumers To Abandon The Queue After Accepting An Engagement Offer And Before Being Connected To An AgentSkill Activity For Live ChatSkill Engagement Campaign Lob-
Avg. Time To Answer ChatAgent ProductivityChatAverage Time ([H]:mm) It Took An Agent To Connect To A Consumer Measured From The Time The Consumer Entered The QueueSkill Activity For Live ChatAgent Group Skill Engagement Campaign Lob-
Completed SurveysSurveysChatNumber Of Survey Forms CompletedSkill Activity For Live ChatAgent Group Skill-
Connected Chat Rate (Accepted)Campaign FunnelChatThe Percentage (%) Of Engagements That Were Connected To An Agent Out Of The Total Engagement Offers Accepted By ConsumersSkill Activity For Live ChatSkill Engagement Campaign Lob(Connected Messaging Eng. + Connected Chats) / Accepted Offers
Connected Chat Rate (Requested)Queue HealthChatThe Percentage (%) Of Connected Chat Engagements Out Of The Total Number Of Requested EngagementsSkill Activity For Live ChatAgent Group Skill Engagement Campaign LobConnected Chats / Requested Chats
Connected ChatsQueue HealthChatNumber Of Chat Engagements Which Agents Accepted From The QueueSkill Activity For Live ChatAgent Group Skill Engagement Campaign Lob-
Csat / Csat ScoreSurveysChatCustomer Satisfaction ScoreSkill Activity For Live ChatAgent Group SkillCsat Postivie Answer Count / Answered Questions Csat
Csat Positive Answer CountSurveysChatNumber Of Positive Answers Submitted By Consumers To A Csat Post-chat Survey Question. An Answer Is Considered Positive If Defined As So In The Post-chat Survey Settings Of The Engagement Window As Part Of The Campaign SetupSkill Activity For Live ChatAgent Group Skill-
Cumulative Engaged Chat TimeAgent UtilizationChatCumulative Concurrent Time ([H]:mm) Agents Were Engaged In Chat Sessions (If An Agent Was Engaged In 2 Chats During 1 Hour The Total Conc. Engaged Time Will Be 2 Hours)Skill Activity For Live ChatAgent Group Skill Engagement Campaign Lob-
Interactive Chat RateAgent ProductivityChatThe Percentage (%) Of Interactive Chat Engagements Out Of The Total Number Of Connected Chat EngagementsSkill Activity For Live ChatAgent Group Skill Engagement Campaign LobInteractive Chats / Connected Chats
Interactive ChatsAgent ProductivityChatNumber Of Chat Engagements During Which Consumers Entered At Least One Text LineSkill Activity For Live ChatAgent Group Skill Engagement Campaign Lob-
Max Time To Abandon ChatQueue HealthChatMaximum Time ([H]:mm) It Took A Consumer To Abandon The Queue After Accepting A Chat Engagement Offer And Before Being Connected To An AgentSkill Activity For Live ChatSkill Engagement Campaign Lob-
Max. Time To Answer ChatQueue HealthChatMaximum Time ([H]:mm) From When Consumers Entered The Queue To When They Connected To An AgentSkill Activity For Live ChatSkill Engagement Campaign Lob-
Non-interactive ChatsAgent ProductivityChatNumber Of Chat Engagements Connected To An Agent During Which Consumers Did Not Enter Any Line In ChatSkill Activity For Live ChatAgent Group Skill Engagement Campaign Lob-
Question Completion RateSurveysChatThe Percentage (%) Of Times A Question Was Completed Out Of The Total Number Of Surveys CompletedSkill Activity For Live ChatAgent Group SkillAnswered Questions / Compeleted Survey
Requested ChatsCampaign FunnelChatNumber Of Consumers Who Clicked On A Chat Engagement Offer And Entered The Queue Including TransfersSkill Activity For Live ChatSkill Engagement Campaign Lob-
Survey Completion RateSurveysChatThe Percentage (%) Of Completed Survey Forms Out Of Viewed Survey FormsSkill Activity For Live ChatAgent Group SkillCompleted Survey / Viewed Survey
Survey FormsSurveysChatNumber Of Different Survey Forms Viewed Or Completed. Each Survey Form Is Counted OnceSkill Activity For Live ChatAgent Group Skill-
Viewed SurveySurveysChatNumber Of Survey Forms Viewed By ConsumersSkill Activity For Live ChatAgent Group Skill-
Answer CountSurveysChatThe Number Of Times The Answer Is Submitted To The QuestionSurvey For Live ChatAgent Group Skill-
Answer RateSurveysChatThe Percentage (%) Of Answers To The Question Out Of The Number Of Consumers That Answered The QuestionSurvey For Live ChatAgent Group SkillAnswer Count / Answered Questions
Answered QuestionsSurveysChatThe Number Of Times A Question Was Answered. Choosing More Than One Answer In Multiple Choice Questions (Such As With Multiple Check Boxes) Counts As A Single AnswerSurvey For Live ChatAgent Group Skill-
Answered Questions CsatSurveysChatThe Number Of Consumers That Answered A Csat QuestionSurvey For Live ChatAgent Group Skill-
Completed SurveysSurveysChatNumber Of Survey Forms CompletedSurvey For Live ChatAgent Group Skill-
Csat / Csat ScoreSurveysChatCustomer Satisfaction ScoreSurvey For Live ChatAgent Group SkillCsat Postivie Answer Count / Answered Questions Csat
Csat Positive Answer CountSurveysChatNumber Of Positive Answers Submitted By Consumers To A Csat Post-chat Survey Question. An Answer Is Considered Positive If Defined As So In The Post-chat Survey Settings Of The Engagement Window As Part Of The Campaign SetupSurvey For Live ChatAgent Group Skill-
Question Completion RateSurveysChatThe Percentage (%) Of Times A Question Was Completed Out Of The Total Number Of Surveys CompletedSurvey For Live ChatAgent Group SkillAnswered Questions / Compeleted Survey
Survey Completion RateSurveysChatThe Percentage (%) Of Completed Survey Forms Out Of Viewed Survey FormsSurvey For Live ChatAgent Group SkillCompleted Survey / Viewed Survey
Survey FormsSurveysChatNumber Of Different Survey Forms Viewed Or Completed. Each Survey Form Is Counted OnceSurvey For Live ChatAgent Group Skill-
Viewed SurveySurveysChatNumber Of Survey Forms Viewed By ConsumersSurvey For Live ChatAgent Group Skill-
Agent Survey Answer Count (Agent Skill)Agent SurveyMessagingThe Number Of Times An Agent Provided Answers To Questions. Calculated At The Agent And Skill Level.Survey For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Agent Survey Answer Count (Brand)Agent SurveyMessagingThe Number Of Times An Agent Provided Answers To Questions. Calculated At The Brand Level.Survey For MessagingSkill Engagement Campaign Lob End-point (Source Type)-
Agent Survey Answer Ratio (Agent Skill)Agent SurveyMessagingThe Percentage (%) Of Questions Answered By An Agent Out Of The Total Questions Answered.calculated At The Agent And Skill Level.Survey For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)Agent Survey Answer Count (Agent Skill) / Agent Survey Answer Count (Agent And Skill) Question Level
Agent Survey Answer Ratio (Brand)Agent SurveyMessagingThe Percentage (%) Of Questions Answered By An Agent Out Of The Total Questions Answered. Calculated At The Brand Level.Survey For MessagingSkill Engagement Campaign Lob End-point (Source Type)Agent Survey Answer Count (Brand) / Agent Survey Answer Count (Brand) Question Level
Agent Survey Closed SurveyAgent SurveyMessagingThe Number Of Survey Forms That Were Closed (1.submitted - The Agent Submitted The Survey At Least Once. 2. Partially Submitted - Only Some Of The Answers Were Completed And The Survey Was Submitted By The Agent 3. Time Out - Agent Did Not Complete Any Answers And There Was A Time Out By The System. The Agent Did Not Submit The Survey And Did Not Click The ?Ismiss?button. 4. Conversation Transferred - Agent Performed ?Ransfer To Skill?option Which Closes The Survey And Opens A New One No Matter What The Previous Agent Did 5. Dismissed - The Agent Pressed The ?Ismiss?button In A Non-mandatory Survey).Survey For MessagingSkill Engagement Campaign Lob End-point (Source Type)-
Agent Survey Closed Survey RateAgent SurveyMessagingThe Percentage (%) Of Survey Forms Closed With A Specific Outcome. Supported By The Survey Outcome Attribute (Filter)Survey For MessagingSkill Engagement Campaign Lob End-point (Source Type)Agent Survey Closed Survey / Agent Survey Closed Survey Sum
Answer Count (Agent And Skill)SurveysMessagingThe Number Of Times Consumers Responded With A Valid Answer Recognized By The Bot As A Pre-configured Answer. Additional Buckets Include:skipped For Questions With Configured Skip Optionunrecognized By Bot For Counting How Many Invalid Answers Were Submitted For A Questionattributed To The Time The Survey Was Offered (Not Close Time). Calculated At The Agent And Skill Level.Survey For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Answer Count (Brand)SurveysMessagingThe Number Of Times Consumers Responded With A Valid Answer Recognized By The Bot As A Pre-configured Answer. Additional Buckets Include:skipped For Questions With Configured Skip Optionunrecognized By Bot For Counting How Many Invalid Answers Were Submitted For A Questionattributed To The Time The Survey Was Offered (Not Close Time). Calculated At The Brand Level.Survey For MessagingSkill Engagement Campaign Lob End-point (Source Type)-
Answer Rate (Offered Question)SurveysMessagingThe Percentage (%) Of Questions Answered With A Valid Response By The Consumer Out Of The Total Questions Offered To The Consumer By The Bot.Survey For MessagingSkill End-point (Source Type)Answered Question / Offered Question
Answer Ratio (Agent And Skill)SurveysMessagingThe Percentage (%) Of Questions Answered With A Valid Response By The Consumer Out Of The Total Questions Offered To The Consumer By The Bot. Calculated At The Agent And Skill Level.Survey For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)Answer Count (Agent And Skill) / Sum(answer Count (Agent And Skill)) Per Question
Answer Ratio (Brand)SurveysMessagingThe Percentage (%) Of Questions Answered With A Valid Response By The Consumer Out Of The Total Questions Offered To The Consumer By The Bot. Calculated At The Brand Level.Survey For MessagingSkill Engagement Campaign Lob End-point (Source Type)Answer Count (Brand) / Sum([answer Count (Brand)) Per Question
Answered QuestionSurveysMessagingThe Number Of Questions Presented To The Consumer By The Bot And Were Responded By The Consumer With A Valid (Configured) Answer (Recognized By The Bot As A Valid Answer).* Used To Compare With The Metric Offered Question. When A Question Is Offered Multiple Times But Validly Answered Less Times There May Be An Issue With The Question Text (Behavioral Or Technical).Survey For MessagingSkill End-point (Source Type)-
Avg. Duration Of Survey AvailabilitySurveysMessagingThe Average Time A Survey Is Available To The Consumer. During This Time The Consumer May Respond To Presented Questions. Measured From The Time The Survey Is Offered By The Survey Bot Till The Time The Survey Is Closed.attributed To The Date/hour During Which The Survey Was Offered (Not Close Time Of The Survey). Format- [H]:mm:ssSurvey For MessagingSkill Engagement Campaign Lob End-point (Source Type)-
Avg. Time To Respond To Survey QuestionSurveysMessagingThe Time On Average Taken By The Consumer To Respond To A Question. Measured From The Time The Bot Presented A Question To The Time The Consumer Submitted A Response To That Question (Recognized Or Unrecognized By The Bot).attributed To The Time The Question Was Offered (Not Response Time).if No Response Was Given To The Question The Metric Will Be Associated With An Empty Cell In The Dashboard (Null).format- [H]:mm:ssSurvey For MessagingSkill End-point (Source Type)-
Closed SurveySurveysMessagingThe Number Of Survey Dialogs Which Were Closed. A Closed Dialog Is One That None Of The Participants Can Send Messages In.Survey For MessagingSkill Engagement Campaign Lob End-point (Source Type)-
Closed Survey RateSurveysMessagingThe Percentage (%) Of Survey Instances Closed With A Specific Outcome. Supported By The Survey Outcome Attribute (Filter).* Presents 100% When Not Filtered / Split By Outcome.Survey For MessagingSkill Engagement Campaign Lob End-point (Source Type)Closed Survey / Sum(closed Survey)
Csat (Agent And Skill)SurveysMessagingThe Percentage Of Answers 4 Or 5 (Top Two Boxes) Out Of The Total Responses Submitted By Consumers To A Predefined Csat Question Type. Invalid Answers Unrecognized By The Bot Are Excluded From The Formula. Calculated At The Agent And Skill Level.Survey For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Csat (Brand)SurveysMessagingThe Percentage Of Answers 4 Or 5 (Top Two Boxes) Out Of The Total Responses Submitted By Consumers To A Predefined Csat Question Type. Invalid Answers Unrecognized By The Bot Are Excluded From The Formula. Calculated At The Brand Level.Survey For MessagingSkill Engagement Campaign Lob End-point (Source Type)-
Csat Score (Unified)SurveysMessagingCsat Score For Closed Conversations (Including Unassigned). When Filtering By Date/time The Csat Score Will Be Associated With The Time The Conversation Ended. Contains Both Results From The First Generation Survey And The Survey Bot Driven Flows.Survey For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)Number Of 4 Or 5 Responses / Number Of Responses
Dismissed SurveysAgent SurveyMessagingThe Number Of Survey Forms Dismissed By An Agent. This Is Only Applicable If The Survey Has Non-required Questions.Survey For MessagingAgent Groupskill-
Fcr (Agent And Skill)SurveysMessagingThe Percentage Of Answers Yes Out Of The Total Responses Submitted By Consumers To A Predefined Fcr Question Type. Calculated At The Agent And Skill Level.Survey For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Fcr (Brand)SurveysMessagingThe Percentage Of Answers Yes Out Of The Total Responses Submitted By Consumers To A Predefined Fcr Question Type. Calculated At The Brand Level.Survey For MessagingSkill Engagement Campaign Lob End-point (Source Type)-
Fully Submitted SurveysAgent SurveyMessagingAll Survey Forms That Were Fully Submitted Submission Will Be Counted As One Per Conversation Even If Submitted More Than Once.Survey For MessagingAgent Groupskill-
Nps (Agent And Skill)SurveysMessagingThe Net Promoter Score Based On A Scale Of -100 To 100 And Derived From The Predefined Nps Question Type. Calculated At The Agent And Skill Level.Survey For MessagingAgent Group Skill Engagement Campaign Lob End-point (Source Type)-
Nps (Brand)SurveysMessagingThe Net Promoter Score Based On A Scale Of -100 To 100 And Derived From The Predefined Nps Question Type. Calculated At The Brand Level.Survey For MessagingSkill Engagement Campaign Lob End-point (Source Type)-
Offered Agent SurveysAgent SurveyMessagingAll Surveys That Were Presented To Agent No Matter How It Ended (Dismissed Timeouts Submitted Transferred)Survey For MessagingAgent Groupskill-
Offered QuestionSurveysMessagingThe Number Of Times A Question Was Offered To A Consumer By The Bot. A Question Is Considered Offered When It Is Sent By The Bot To The Consumer In A Survey Dialog. Depending On The Survey Flow A Question May Be Offered More Than Once To A Consumer (Cycli Flows Retries Etc.).Survey For MessagingSkill End-point (Source Type)-
Partially Completed SurveysAgent SurveyMessagingNumber Of Survey Forms That Were Partially Completed.Survey For MessagingAgent Groupskill-
Submission RateAgent SurveyMessagingThe Percentage (%) Of Submitted Survey Forms ( Partial Or Complete) Out Of The Number Of Opened Survey FormsSurvey For MessagingAgent GroupskillSubmitted Agent Survey / Offered Agent Surveys
Submitted SurveysAgent SurveyMessagingAll Survey Forms That Were Submitted (Partial Or Complete) Submission Will Be Counted As One Per Conversation Even If Submitted More Than Once.Survey For MessagingAgent GroupskillFully Submitted Surveys + Partially Completed Surveys
Time Out SurveysAgent SurveyMessagingThe Number Of Open Survey Forms That Are Automatically Closed Based On Brand Specific Survey TimeoutSurvey For MessagingAgent Groupskill-
Transferred SurveysAgent SurveyMessagingThe Number Of Survey Forms Transferred To Another Skill Before Survey Form Submitted.Survey For MessagingAgent Groupskill-

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