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.

Metrics list

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

Metric Analysis Type Channel Description Dashboard Filtered By Formula (Optional)
ANSWER COUNT Surveys Messaging,Chat The number of times the answer is submitted to the question Agent Activity Agent, Group, Skill
ANSWER RATE Surveys Messaging,Chat The percentage (%) of answers to the question out of the number of consumers that answered the question Agent Activity Agent, Group, Skill ANSWER COUNT / ANSWERED QUESTIONS
ANSWERED QUESTIONS Surveys Messaging,Chat The 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 answer Agent Activity Agent, Group, Skill
ANSWERED QUESTIONS CSAT Surveys Messaging,Chat The number of consumers that answered a CSAT question Agent Activity Agent, Group, Skill
AVG. CHAT LENGTH Agent Productivity Messaging,Chat Average time ([h]:mm) from when consumers were connected to an agent until the Chat Engagement Window was closed Agent Activity Agent, Group, Skill, Engagement, Campaign, LoB CUMULATIVE ENGAGED CHAT TIME / CONNECTED CHATS
AVG. INTERACTIVE CHAT LENGTH Agent Productivity Messaging,Chat Average 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 line Agent Activity Agent, Group, Skill, Engagement, Campaign, LoB
AVG. NON-INTERACTIVE CHAT LENGTH Agent Productivity Messaging,Chat Average 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 Activity Agent, Group, Skill, Engagement, Campaign, LoB
AVG. TIME TO ANSWER CHAT Agent Productivity Messaging,Chat Average time ([h]:mm) it took an agent to connect to a consumer, measured from the time the consumer entered the queue Agent Activity Agent, Group, Skill, Engagement, Campaign, LoB
AWAY Agent Status Messaging,Chat Cumulative time ([h]:mm) in Away state. Can be viewed and filtered by the AWAY REASON attribute. Agent Activity Agent, Group
AWAY (TOTAL) Agent Status Messaging,Chat Combined time (in hours) that the agent was not available (in the Away and Back Soon states) Agent Activity Agent, Group AWAY + BACK SOON
AWAY ENG. RATE Agent Utilization Messaging,Chat The percentage (%) of logged in time the agent spent in the Away state, but was actively engaged Agent Activity Agent, Group AWAY TIME ENG. / LOGGED IN TIME
AWAY NOT ENG. Agent Utilization Messaging,Chat Time spent by the agent in the Away state while not actively engaged Agent Activity Agent, Group AWAY - AWAY TIME ENG.
AWAY NOT ENG. RATE Agent Utilization Messaging,Chat The percentage (%) of logged in time the agent spent in the Away state and was not actively engaged Agent Activity Agent, Group AWAY NOT ENG. / LOGGED IN TIME
AWAY RATE Agent Status Messaging,Chat Percentage (%) of time spent by agents in Away state out of the logged in time Agent Activity Agent, Group AWAY / LOGGED IN TIME
AWAY TIME ENG. Agent Utilization Messaging,Chat Cumulative time ([h]:mm) in Away state but engaged Agent Activity Agent, Group
AWAY TOTAL ENG. Agent Utilization Messaging,Chat Combined time (in hours) that the agent was not available but was actively engaged (Away Engaged and Back Soon Engaged) Agent Activity Agent, Group AWAY TIME ENG. + BACK SOON TIME ENG.
AWAY TOTAL ENG. RATE Agent Utilization Messaging,Chat The percentage (%) of labor time (in hours) that the agent was not available while actively engaged Agent Activity Agent, Group AWAY TOTAL ENG. / LABOR TIME
AWAY TOTAL NOT ENG. Agent Utilization Messaging,Chat Combined time (in hours) that the agent was neither available nor actively engaged (Away Not Engaged + Back Soon Not Engaged) Agent Activity Agent, Group AWAY (TOTAL) - AWAY TOTAL ENG.
AWAY TOTAL NOT ENG. RATE Agent Utilization Messaging,Chat The percentage (%) of labor time (in hours) that the agent was neither available nor actively engaged Agent Activity Agent, Group AWAY TOTAL NOT ENG. / LABOR TIME
AWAY TOTAL RATE Agent Status Messaging,Chat The percentage (%) of logged in time that the agent was in either the Away or Back Soon states (combined total of Away + Back Soon) Agent Activity Agent, Group AWAY (TOTAL) / LOGGED IN TIME
Analytics Builder 4.4 Messaging,Chat The Analytics Builder deployed version Agent Activity
BACK SOON Agent Status Messaging,Chat Cumulative time ([h]:m m) in Back Soon state Agent Activity Agent, Group
BACK SOON ENG. RATE Agent Utilization Messaging,Chat The percentage (%) of logged in time that the agent was in the Back Soon state while actively engaged Agent Activity Agent, Group BACK SOON TIME ENG. / LOGGED IN TIME
BACK SOON NOT ENG. Agent Utilization Messaging,Chat Time spent in the Back Soon state while not actively engaged Agent Activity Agent, Group BACK SOON - BACK SOON TIME ENG.
BACK SOON NOT ENG. RATE Agent Utilization Messaging,Chat The percentage (%) of logged in time the agent spent in the Back Soon state while not actively engaged Agent Activity Agent, Group BACK SOON NOT ENG. / LOGGED IN TIME
BACK SOON RATE Agent Status Messaging,Chat Percentage (%) of time spent by agents in Back Soon state out of the logged in time Agent Activity Agent, Group BACK SOON / LOGGED IN TIME
BACK SOON TIME ENG. Agent Utilization Messaging,Chat Cumulative time ([h]:mm) in Back Soon state but engaged Agent Activity Agent, Group
COMPLETED SURVEYS Surveys Messaging,Chat Number of survey forms completed Agent Activity Agent, Group, Skill
CONC. ENGAGED Agent Productivity Messaging,Chat Number of concurrent engagements handled by agents during their engaged time Agent Activity Agent, Group CONCURRENT ENG. TIME / ENGAGED TIME
CONC. LABOR Agent Productivity Messaging,Chat Number of concurrent engagements handled by agents during their labor time Agent Activity Agent, Group CONCURRENT ENG. TIME / LABOR TIME
CONC. LOGGED-IN Agent Productivity Messaging,Chat Number of concurrent engagements handled by agents during their logged in time Agent Activity Agent, Group CONCURRENT ENG. TIME / LOGGED IN TIME
CONNECTED CHAT RATE (ACCEPTED) Campaign Funnel Messaging,Chat The percentage (%) of engagements that were connected to an agent out of the total engagement offers accepted by consumers Agent Activity Skill, Engagement, Campaign, LoB (CONNECTED MESSAGING ENG. + CONNECTED CHATS) / ACCEPTED OFFERS
CONNECTED CHAT RATE (REQUESTED) Queue Health Messaging,Chat The percentage (%) of connected Chat engagements out of the total number of requested engagements Agent Activity Agent, Group, Skill, Engagement, Campaign, LoB CONNECTED CHATS / REQUESTED CHATS
CONNECTED CHATS Queue Health Messaging,Chat Number of Chat engagements which agents accepted from the queue Agent Activity Agent, Group, Skill, Engagement, Campaign, LoB
CONVERSIONS Campaign Conversions Messaging,Chat Number of conversions generated by consumers following engagements with an agent. Conversion goals include Sell product/service, Generate leads, and Service activity complete Agent Activity Agent, Group, Skill, Engagement, Campaign, End-Point (Source Type)
CROSS SESSION CONVERSION/GOAL Campaign Conversions Messaging,Chat Number 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 window Agent Activity Agent, Group, Skill, Engagement, Campaign, End-Point (Source Type)
CROSS SESSION CONVERSIONS Campaign Conversions Messaging,Chat Number 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 complete Agent Activity Agent, Group, Skill, Engagement, Campaign, End-Point (Source Type)
CROSS SESSION REVENUE Campaign Conversions Messaging,Chat Total 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 window Agent Activity Agent, Group, Skill, Engagement, Campaign, End-Point (Source Type)
CSAT / CSAT SCORE Surveys Messaging,Chat Customer satisfaction score Agent Activity Agent, Group, Skill CSAT POSTIVIE ANSWER COUNT / ANSWERED QUESTIONS CSAT
CSAT POSITIVE ANSWER COUNT Surveys Messaging,Chat Number 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 setup Agent Activity Agent, Group, Skill
CUMULATIVE ENGAGED CHAT TIME Agent Utilization Messaging,Chat Cumulative 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 Activity Agent, Group, Skill, Engagement, Campaign, LoB
ENGAGED TIME Agent Status Messaging,Chat Total time spent by agent engaging with one or more consumers Agent Activity Agent, Group
ENGAGED TIME RATE Agent Status Messaging,Chat The percentage (%) of time agents were engaged in one or more chats out of the logged in time Agent Activity Agent, Group ENGAGED TIME / LOGGED IN TIME
IN SESSION CONVERSION/GOAL Campaign Conversions Messaging,Chat Number of times a goal was achieved by consumers after initiating an engagement with an agent, and before ending the session Agent Activity Agent, Group, Skill, Engagement, Campaign, End-Point (Source Type)
IN SESSION CONVERSIONS Campaign Conversions Messaging,Chat Number 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 complete Agent Activity Agent, Group, Skill, Engagement, Campaign, End-Point (Source Type)
IN SESSION REVENUE Campaign Conversions Messaging,Chat Total revenue generated from purchases placed by consumers after initiating an engagement with an agent, and before ending the session Agent Activity Agent, Group, Skill, Engagement, Campaign, End-Point (Source Type)
INTERACTIVE CHAT RATE Agent Productivity Messaging,Chat The percentage (%) of interactive Chat engagements out of the total number of connected Chat engagements Agent Activity Agent, Group, Skill, Engagement, Campaign, LoB INTERACTIVE CHATS / CONNECTED CHATS
INTERACTIVE CHATS Agent Productivity Messaging,Chat Number of Chat engagements during which consumers entered at least one text line Agent Activity Agent, Group, Skill, Engagement, Campaign, LoB
INTERACTIVE ENGAGEMENTS PER HOUR Agent Productivity Messaging,Chat Average number of interactive engagements agents handled during their labor time Agent Activity Agent, Group INTERACTIVE ENGAGEMENTS / LABOR TIME * 24
LABOR TIME Agent Status Messaging,Chat Cumulative time ([h]:mm) agents were in Online state plus the engaged time in the Away state or Back Soon state Agent Activity Agent, Group
LABOR TIME RATE Agent Status Messaging,Chat The percentage (%) of the labor time out of the logged in time Agent Activity Agent, Group LABOR TIME / LOGGED IN TIME
LOGGED IN TIME Agent Status Messaging,Chat Cumulative agents logged in time (hh:mm) Agent Activity Agent, Group
MAX. TIME TO ANSWER CHAT Queue Health Messaging,Chat Maximum time ([h]:mm) from when consumers entered the queue to when they connected to an agent Agent Activity Skill, Engagement, Campaign, LoB
NO. OF COBROWSE INTERACTIVE SESSIONS (CHAT) Agent Productivity Messaging,Chat Number of CoBrowse interactive sessions that occurred within a chat. An interactive session involves participation of both agent and consumer, and lasts 60 seconds or more Agent Activity Agent, Group, Skill, Engagement, Campaign, LoB
NO. OF SECURE FORM (PCI) SENT (CHAT) Agent Productivity Messaging,Chat Number of secure forms sent by an agent to a consumer during a chat Agent Activity Agent, Group, Skill, Engagement, Campaign, LoB
NO. OF SECURE FORM (PCI) SUBMITTED (CHAT) Agent Productivity Messaging,Chat Number of secure forms completed and submitted back to the agent by a consumer during a chat Agent Activity Agent, Group, Skill, Engagement, Campaign, LoB
NO. OF SECURE FORM (PCI) VIEWED (CHAT) Agent Productivity Messaging,Chat Number of secure forms viewed by the consumer during a chat Agent Activity Agent, Group, Skill, Engagement, Campaign, LoB
NON ENGAGED RATE Agent Utilization Messaging,Chat The percentage (%) of the cumulative time agents were not engaged out of logged in time Agent Activity Agent, Group NON ENGAGED TIME / LOGGED IN TIME
NON ENGAGED TIME Agent Utilization Messaging,Chat Total time an agent was not engaged with any consumer Agent Activity Agent, Group LOGGED IN TIME - ENGAGED TIME
NON-INTERACTIVE CHATS Agent Productivity Messaging,Chat Number of Chat engagements connected to an agent during which consumers did not enter any line in chat Agent Activity Agent, Group, Skill, Engagement, Campaign, LoB
NUMBER OF ITEMS Campaign Conversions Messaging,Chat Number of items in the shopping cart at time of purchase. Derived from the numItems engagement attribute under the transaction SDE Agent Activity Agent, Group, Skill, Engagement, Campaign, End-Point (Source Type)
OCCUPANCY RATE Agent Utilization Messaging,Chat The percentage (%) of time the agent spent in the Online state while actively engaged (Occupied) Agent Activity Agent, Group ONLINE TIME ENG. / ONLINE
ONLINE Agent Status Messaging,Chat Cumulative 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 Activity Agent, Group
ONLINE RATE Agent Status Messaging,Chat The percentage (%) of time the agent spent in the Online state out of the logged in time Agent Activity Agent, Group ONLINE / LOGGED IN TIME
ONLINE TIME ENG. Agent Utilization Messaging,Chat Cumulative time ([h]:mm) agents were in the Online state and engaged Agent Activity Agent, Group
QUESTION COMPLETION RATE Surveys Messaging,Chat The percentage (%) of times a question was completed out of the total number of surveys completed Agent Activity Agent, Group, Skill ANSWERED QUESTIONS / COMPELETED SURVEY
REVENUE Campaign Conversions Messaging,Chat Total revenue generated by consumers after initiating an engagement with an agent Agent Activity Agent, Group, Skill, Engagement, Campaign, End-Point (Source Type)
SURVEY COMPLETION RATE Surveys Messaging,Chat The percentage (%) of completed survey forms out of viewed survey forms Agent Activity Agent, Group, Skill COMPLETED SURVEY / VIEWED SURVEY
SURVEY FORMS Surveys Messaging,Chat Number of different survey forms viewed or completed. Each survey form is counted once Agent Activity Agent, Group, Skill
TOTAL ENGAGEMENTS PER HOUR Agent Productivity Messaging,Chat Total number of interactive and non-interactive engagements divided by the number of labor hours Agent Activity Agent, Group (INTERACTIVE ENG. + NON-INTERACTIVE ENG.) / LABOR TIME * 24
VALUES Campaign Conversions Messaging,Chat Total value of products purchased. Derived from the total engagement attribute under the Transaction SDE Agent Activity Agent, Group, Skill, Engagement, Campaign, End-Point (Source Type) ROUND(VALUE)
VIEWED SURVEY Surveys Messaging,Chat Number of survey forms viewed by consumers Agent Activity Agent, Group, Skill
ABANDONED CONVERSATIONS Consumer Experience Messaging The 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 Messaging Date, Initial Device, Goal Type, Group , Source Type
ABANDONED RATE Consumer Experience Messaging The percentage (%) of consumers who abandoned the queue out of all consumers that entered the queue Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type ABANDONED CONVERSATIONS / CLOSED CONVERSATIONS
ACCEPTED OFFERS Campaign Funnel Messaging Number of all engagement offers that were accepted by consumers Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type
ACCEPTED RATE (BRAND) Campaign Funnel Messaging The percentage (%) of online exposures that resulted in a click (Accept) calculated at the BRAND level. Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type ONLINE OFFERS ACCEPTED / ONLINE EXPOSURES (BRAND)
AVG. CONSUMER RESPONSE TIME Consumer Experience Messaging Average 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 Agent Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type
AVG. CONVERSATION DURATION Consumer Experience Messaging Average duration of conversions, from open time to close time. Attributed to the agent, group and skill at the time the conversation was closed Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type
AVG. EXPOSURES (BRAND) Campaign Funnel Messaging Average 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 engagement Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type EXPOSURES (BRAND) / EXPOSED (BRAND)
AVG. EXPOSURES (CAMP) Campaign Funnel Messaging Average 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 Messaging Date, Initial Device, Goal Type, Group , Source Type EXPOSURES (CAMP) / EXPOSED (CAMP)
AVG. EXPOSURES (ENTRY POINT) Campaign Funnel Messaging Average 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 Messaging Date, Initial Device, Goal Type, Group , Source Type EXPOSURES (ENTRY POINT) / EXPOSED (ENTRY POINT)
AVG. EXPOSURES (LOB) Campaign Funnel Messaging Average 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 engagement Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type EXPOSURES (LOB) / EXPOSED (LOB )
AWAY Agent Status Messaging Cumulative time hh:mm in Away state. Can be viewed and filtered by the away reason attribute. Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type
AWAY RATE Agent Status Messaging Percentage (%) of time spent by agents in away state out of the logged in time. Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type AWAY / LOGGED IN TIME
Analytics Builder 4.4 Messaging The Analytics Builder deployed version Business Activity for Messaging
BACK SOON Agent Status Messaging Cumulative time ([h]:m m) in Back Soon state Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type
BACK SOON RATE Agent Status Messaging Percentage (%) of time spent by agents in Back Soon state out of the logged in time. Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type BACK SOON / LOGGED IN TIME
BACK TO QUEUE TRANSFERS Agent Productivity Messaging Total 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 transfer Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type
CLOSED BY AGENT RATE Agent Productivity Messaging The percentage (%) of conversations closed by the agent compared to the total number of closed conversations Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type NO. OF CONVERSATIONS CLOSED BY AGENT/ CLOSED CONVERSATIONS
CLOSED BY CONSUMER RATE Agent Productivity Messaging The percentage (%) of conversations closed by the consumer compared to the total number of closed conversations Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type NO. OF CONVERSATIONS CLOSED BY CONSUMER/ CLOSED CONVERSATIONS
CLOSED BY SYSTEM RATE Agent Productivity Messaging The percentage (%) of conversations closed by the system compared to the total number of closed conversations Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type NO. OF CONVERSATIONS CLOSED BY SYSTEM/ CLOSED CONVERSATIONS
CLOSED CONVERSATIONS Agent Productivity Messaging The number of conversations closed by Agent, Consumer or the system Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type NO. OF CONVERSATIONS CLOSED BY AGENT + NO. OF CONVERSATIONS CLOSED BY CONSUMER + NO. OF CONVERSATIONS CLOSED BY SYSTEM
CLOSED CONVERSATIONS PER LOGIN HOUR (CCPLH) Agent Productivity Messaging The number of closed conversations over the total logged in time factored by 24. Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type CLOSED CONVERSATIONS / LOGGED IN TIME
CLOSED CONVERSATIONS PER ONLINE HOUR (CCPOH) Agent Productivity Messaging The percentage (%) of closed conversations over the total online time factored by 24. Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type CLOSED CONVERSATIONS / ONLINE
CONVERSATION OPEN RATE Agent Productivity Messaging The percentage (%) of conversations that were opened out of the total number of accepted offers. Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type OPENED CONVERSATIONS / ACCEPTED OFFERS
CONVERSIONS PER ONLINE HOUR Agent Productivity Messaging The percentage (%) of total conversions after engagement by online hour Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type TOTAL CONVERSIONS / ONLINE
CSAT SCORE (UNIFIED) Surveys Messaging CSAT 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 flows Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type NUMBER OF 4 OR 5 RESPONSES / NUMBER OF RESPONSES
ENGAGEMENTS Campaign Funnel Messaging Number of connected messaging engagements. Business Activity for Messaging Skill, Engagement, Campaign, End-Point (Source Type)
EXPOSED (BRAND) Campaign Funnel Messaging Number of sessions during which the consumer was offered and engagement in any state Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type
EXPOSED (CAMP) Campaign Funnel Messaging Number 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 Messaging Date, Initial Device, Goal Type, Group , Source Type
EXPOSED (ENG) Campaign Funnel Messaging Number 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 Messaging Date, Initial Device, Goal Type, Group , Source Type
EXPOSED (ENTRY POINT) Campaign Funnel Messaging Number 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 Messaging Date, Initial Device, Goal Type, Group , Source Type
EXPOSED (LOB) Campaign Funnel Messaging Number 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 Messaging Date, Initial Device, Goal Type, Group , Source Type
EXPOSED RATE (BRAND) Campaign Funnel Messaging The percentage (%) of brands that were exposed (calculated at the Brand level) Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type
EXPOSED RATE (CAMP) Campaign Funnel Messaging The percentage (%) of Prospects that were Exposed (calculated at the Campaign level) Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type EXPOSED (CAMP) / PROSPECTS (CAMP)
EXPOSED RATE (ENG) Campaign Funnel Messaging The percentage (%) of Prospects that were Exposed (calculated at the Engagement level) Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type EXPOSED (ENG) / PROSPECTS (ENG)
EXPOSED RATE (ENTRY POINT) Campaign Funnel Messaging The percentage (%) of brands that were exposed (calculated at the Entry Point level) Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type
EXPOSED RATE (LOB) Campaign Funnel Messaging The percentage (%) of brands that were exposed (calculated at the Line of Business level) Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type EXPOSED (LOB) / PROSPECTS (LOB)
EXPOSURES (BRAND) Campaign Funnel Messaging Number 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 exposure Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type
EXPOSURES (CAMP) Campaign Funnel Messaging Number 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 Messaging Date, Initial Device, Goal Type, Group , Source Type
EXPOSURES (ENG) Campaign Funnel Messaging Number 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 Messaging Date, Initial Device, Goal Type, Group , Source Type
EXPOSURES (ENTRY POINT) Campaign Funnel Messaging Number 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 Messaging Date, Initial Device, Goal Type, Group , Source Type
EXPOSURES (LOB) Campaign Funnel Messaging Number 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 Messaging Date, Initial Device, Goal Type, Group , Source Type
Handled conversations Agent Productivity Messaging The number of conversations in which the agent sent at least one message during the selected timeframe. Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type
INCREMENTAL CONVERSION RATIO (BRAND) Campaign Conversions Messaging The percentage (%) of the total Conversations that may not have otherwise occured (Incremental Conversion ( calculated at the Brand Level) Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type INCREMENTAL CONVERSIONS (BRAND) / TOTAL CONVERSIONS AFTER ENGAGEMENT
INCREMENTAL CONVERSION RATIO (CAMP) Campaign Conversions Messaging The percentage (%) of total Conversions that may not have otherwise occurred (Incremental Conversion) (calculated at the Campaign level) Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type INCREMENTAL CONVERSIONS (CAMP) / TOTAL CONVERSIONS AFTER ENGAGEMENT
INCREMENTAL CONVERSION RATIO (ENG) Campaign Conversions Messaging The percentage (%) of total Conversions that may not have otherwise occurred (Incremental Conversion) (calculated at the Engagement level) Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type INCREMENTAL CONVERSIONS (ENG) / TOTAL CONVERSIONS AFTER ENGAGEMENT
INCREMENTAL CONVERSIONS (BRAND) Campaign Conversions Messaging The number of Incremental Conversions (calculated at the Brand level) Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type INCREMENTAL CONVERSIONS (BRAND)/TOTAL CONVERSIONS AFTER ENGAGEMENT
INCREMENTAL CONVERSIONS (CAMP) Campaign Conversions Messaging Number of Incremental Conversions (calculated at the Campaign level) Business Activity for Messaging Date, 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 Conversions Messaging The number of total Conversions that may not have otherwise occurred (Incremental Conversion) (calculated at the Engagement level) Business Activity for Messaging
INTERACTIVE CONVERSATIONS Consumer Experience Messaging Number of conversations during which the consumers responded at least once to an agent message Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type
INTERACTIVE RATE Consumer Experience Messaging Percentage of interactive conversations out of the total number of closed conversations Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type INTERACTIVE CONVERSATIONS / CLOSED CONVERSATIONS
LOGGED IN TIME Agent Status Messaging Cumulative agents logged in time hh:mm Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type
MCS Consumer Experience Messaging Meaningful Conmnmection Score (MCS- an automated, real time measure of consumer sentiment) for closed conversations including unassigned conversations Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type AVERAGE OF 3 POSSIBLE MCS VALUES- 1) POSITIVE= 100 2) NEUTRAL= 0 3) NEGATIVE = -100
MESSAGING ENGAGEMENT VIEWS Campaign Conversions Messaging Number of time san engagement offer was presented to a consumer Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type
NO. OF CONVERSATIONS CLOSED BY AGENT Agent Productivity Messaging The number of conversations closed by the agent Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type
NO. OF CONVERSATIONS CLOSED BY CONSUMER Agent Productivity Messaging Number of conversations closed by consumers Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type
NO. OF CONVERSATIONS CLOSED BY SYSTEM Agent Productivity Messaging The number of conversations closed by the system Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type
No. OF OPENED CONVERSATIONS Consumer Experience Messaging Number of opened conversations by either Agents or Consumers Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type NO. OF CONVERSATIONS OPENED BY CONSUMER + NO. OF CONVERSATIONS OPENED BY AGENT
ONLINE Agent Status Messaging Cumulative 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 Messaging Date, Initial Device, Goal Type, Group , Source Type
ONLINE EXPOSURE RATE (BRAND) Campaign Funnel Messaging The percentage(%) of Exposures that were Online Exposures (calculated at the brand level) Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type ONLINE EXPOSURES (BRAND) / EXPOSURES (BRAND)
ONLINE EXPOSURE RATE (CAMP) Campaign Funnel Messaging The percentage (%) of Exposures that were Online Exposures (calculated at the Campaign level) Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type CHAT ONLINE EXPOSURES (CAMP) / EXPOSURES (CAMP)
ONLINE EXPOSURE RATE (ENG) Campaign Funnel Messaging The percentage (%) of Exposures that were Online Exposures (calculated at the Engagement level) Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type ONLINE EXPOSURES (ENG) / EXPOSURES (ENG)
ONLINE EXPOSURE RATE (ENTRY POINT) Campaign Funnel Messaging The percentage (%) of Exposures that were Online Exposures (calculated at the entry point level) Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type ONLINE EXPOSURES (ENTRY POINT) / EXPOSURES (ENTRY POINT)
ONLINE EXPOSURE RATE (LOB) Campaign Funnel Messaging The percentage (%) of Exposures that were Online Exposures (calculated at the LOB level) Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type ONLINE EXPOSURES (LOB) / EXPOSURES (LOB)
ONLINE EXPOSURES (BRAND) Campaign Funnel Messaging Number 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 Messaging Date, Initial Device, Goal Type, Group , Source Type
ONLINE EXPOSURES (CAMP) Campaign Funnel Messaging Number 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 Messaging Date, Initial Device, Goal Type, Group , Source Type
ONLINE EXPOSURES (ENG) Campaign Funnel Messaging Number 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 Messaging Date, Initial Device, Goal Type, Group , Source Type
ONLINE EXPOSURES (ENTRY POINT) Campaign Funnel Messaging Number 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 Messaging Date, Initial Device, Goal Type, Group , Source Type
ONLINE EXPOSURES (LOB) Campaign Funnel Messaging Numnber 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 Messaging Date, Initial Device, Goal Type, Group , Source Type
ONLINE RATE Agent Status Messaging The percentage (%) of time the agent spent in the Online state out of the logged in time. Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type ONLINE / LOGGED IN TIME
PROSPECTS (BRAND) Campaign Funnel Messaging Number 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 Messaging Date, Initial Device, Goal Type, Group , Source Type
PROSPECTS (ENG) Campaign Funnel Messaging Number 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 Messaging Date, Initial Device, Goal Type, Group , Source Type
PROSPECTS (ENTRY POINT) Campaign Funnel Messaging number 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 objects Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type
PROSPECTS (LOB) Campaign Funnel Messaging Number 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 Messaging Date, Initial Device, Goal Type, Group , Source Type
PROSPECTS RATE (BRAND) Campaign Funnel Messaging The % of consumers that were identified as prospects (calculated at the brand level) Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type PROSPECTS (BRAND) / SESSIONS
SESSIONS Campaign Funnel Messaging The total number of web sessions on the monitored web pages Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type
SKILL TO SKILL TRANSFERS Agent Productivity Messaging Total number of transfers to a skill. The transfer is attributed to the skill from which the transfer was initiated and agent who initiated the transfer Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type
TOTAL CONVERSION RATE AFTER ENGAGEMENT Campaign Funnel Messaging Percentage (%) of conversions achieved after exposure out of all sessions containing an engagement Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type TOTAL CONVERSIONS AFTER ENGAGEMENT / ENGAGED
TOTAL CONVERSION RATE AFTER EXPOSURE NOT ENGAGEMENT (BRAND) Campaign Conversions Messaging The 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 Messaging Date, Initial Device, Goal Type, Group , Source Type TOTAL CONVERSIONS AFTER EXPOSURE NOT ENGAGEMENT / (EXPOSED (BRAND) - ENGAGED)
TOTAL CONVERSIONS AFTER ENGAGEMENT Campaign Conversions Messaging Number of conversions achieved during or after an engagement Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type
TOTAL CONVERSIONS AFTER EXPOSURE Campaign Conversions Messaging Number of conversions which occurred after an exposure Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type
TOTAL DIRECT AOV AFTER ENGAGEMENT Campaign Conversions Messaging Average of the total direct revenue achieved after engagements out of the number of purchase transactions completed after engagements. Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type TOTAL DIRECT REVENUE AFTER ENGAGEMENT / TOTAL DIRECT CONVERSIONS AFTER ENGAGEMENT
TOTAL DIRECT AOV AFTER EXPOSURE Campaign Conversions Messaging Average of the total direct revenue achieved after exposures out of the number of purchase transactions completed after exposures. Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type TOTAL DIRECT REVENUE AFTER EXPOSURE / TOTAL DIRECT CONVERSIONS AFTER EXPOSURE
TOTAL DIRECT AOV AFTER EXPOSURE NOT ENGAGEMENT Campaign Conversions Messaging Average 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 Messaging Date, 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 ENGAGEMENT Campaign Conversions Messaging Total direct revenue achieved from all Campaigns after engagement Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type
TOTAL DIRECT REVENUE AFTER EXPOSURE Campaign Conversions Messaging Total direct revenue achieved from all Campaigns after exposure. Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type
TOTAL DIRECT REVENUE AFTER EXPOSURE NOT ENGAGEMENT Campaign Conversions Messaging Total direct revenue achieved from all campaigns after exposure but without engagement Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type TOTAL DIRECT REVENUE AFTER EXPOSURE/ TOTAL DIRECT REVENUE AFTER EXPOSURE - TOTAL DIRECT REVENUE AFTER ENGAGEMENT
TOTAL DIRECT REVENUE PER ONLINE HOUR AGENT PRODUCTIVITY Messaging Total direct revenue after engagement by online hour at the agent level for a full day Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type TOTAL DIRECT REVENUE / ONLINE
TOTAL NO. OF TRANSFERS Agent Productivity Messaging Number of transfers. The transfer is attributed to the skill from which the transfer was initiated and agent who initiated the transfer Business Activity for Messaging Date, Initial Device, Goal Type, Group , Source Type
ABANDONED CHAT RATE Queue Health Chat The percentage (%) of consumers who abandoned the queue out of all consumers that entered the queue Business for Live Chat Skill, Engagement, Campaign, LoB ABANDONED CHATS / REQUESTED CHATS
ABANDONED CHATS Queue Health Chat Number of times a consumer abandoned the queue while waiting for an agent to connect Business for Live Chat Skill, Engagement, Campaign, LoB
ACCEPTED OFFERS Campaign Funnel Chat Number of all engagement offers that were accepted by consumers Business for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
ACCEPTED RATE (ENG) Campaign Funnel Chat The percentage (%) of online exposures that resulted in a click (Accept) calculated at the ENG level Business for Live Chat Engagement, Campaign, LoB, End-Point (Source Type) ONLINE OFFERS ACCEPTED / ONLINE EXPOSURES (ENG)
AVG. CHAT LENGTH Agent Productivity Chat Average time ([h]:mm) from when consumers were connected to an agent until the Chat Engagement Window was closed Business for Live Chat Agent, Group, Skill, Engagement, Campaign, LoB CUMULATIVE ENGAGED CHAT TIME / CONNECTED CHATS
AVG. EXPOSURES (BRAND) Campaign Funnel Chat Average 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 Chat End-Point (Source Type) EXPOSURES (BRAND) / EXPOSED (BRAND)
AVG. EXPOSURES (CAMP) Campaign Funnel Chat Average 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 Chat Campaign, End-Point (Source Type) EXPOSURES (CAMP) / EXPOSED (CAMP)
AVG. EXPOSURES (ENTRY POINT) Campaign Funnel Chat Average 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 Chat End-Point (Source Type) EXPOSURES (ENTRY POINT) / EXPOSED (ENTRY POINT)
AVG. EXPOSURES (LOB) Campaign Funnel Chat Average 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 Chat LoB, End-Point (Source Type) EXPOSURES (LOB) / EXPOSED (LOB)
AVG. INTERACTIVE CHAT LENGTH Agent Productivity Chat Average 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 line Business for Live Chat Agent, Group, Skill, Engagement, Campaign, LoB
AVG. NON-INTERACTIVE CHAT LENGTH Agent Productivity Chat Average 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 Chat Agent, Group, Skill, Engagement, Campaign, LoB
AVG. TIME TO ABANDON CHAT Queue Health Chat Average time ([h]:mm) it took consumers to abandon the queue after accepting an engagement offer, and before being connected to an agent Business for Live Chat Skill, Engagement, Campaign, LoB
AVG. TIME TO ANSWER CHAT Agent Productivity Chat Average time ([h]:mm) it took an agent to connect to a consumer, measured from the time the consumer entered the queue Business for Live Chat Agent, Group, Skill, Engagement, Campaign, LoB
AWAY Agent Status Chat Cumulative time ([h]:mm) in Away state. Can be viewed and filtered by the AWAY REASON attribute. Business for Live Chat Agent, Group
AWAY (TOTAL) Agent Status Chat Combined time (in hours) that the agent was not available (in the Away and Back Soon states) Business for Live Chat Agent, Group AWAY + BACK SOON
AWAY ENG. RATE Agent Utilization Chat The percentage (%) of logged in time the agent spent in the Away state, but was actively engaged Business for Live Chat Agent, Group AWAY TIME ENG. / LOGGED IN TIME
AWAY NOT ENG. Agent Utilization Chat Time spent by the agent in the Away state while not actively engaged Business for Live Chat Agent, Group AWAY - AWAY TIME ENG.
AWAY NOT ENG. RATE Agent Utilization Chat The percentage (%) of logged in time the agent spent in the Away state and was not actively engaged Business for Live Chat Agent, Group AWAY NOT ENG. / LOGGED IN TIME
AWAY RATE Agent Status Chat Percentage (%) of time spent by agents in Away state out of the logged in time Business for Live Chat Agent, Group AWAY / LOGGED IN TIME
AWAY TIME ENG. Agent Utilization Chat Cumulative time ([h]:mm) in Away state but engaged Business for Live Chat Agent, Group
AWAY TOTAL ENG. Agent Utilization Chat Combined time (in hours) that the agent was not available but was actively engaged (Away Engaged and Back Soon Engaged) Business for Live Chat Agent, Group AWAY TIME ENG. + BACK SOON TIME ENG.
AWAY TOTAL ENG. RATE Agent Utilization Chat The percentage (%) of labor time (in hours) that the agent was not available while actively engaged Business for Live Chat Agent, Group AWAY TOTAL ENG. / LABOR TIME
AWAY TOTAL NOT ENG. Agent Utilization Chat Combined time (in hours) that the agent was neither available nor actively engaged (Away Not Engaged + Back Soon Not Engaged) Business for Live Chat Agent, Group AWAY (TOTAL) - AWAY TOTAL ENG.
AWAY TOTAL NOT ENG. RATE Agent Utilization Chat The percentage (%) of labor time (in hours) that the agent was neither available nor actively engaged Business for Live Chat Agent, Group AWAY TOTAL NOT ENG. / LABOR TIME
AWAY TOTAL RATE Agent Status Chat The 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 Chat Agent, Group AWAY (TOTAL) / LOGGED IN TIME
Analytics Builder 4.4 Chat The Analytics Builder deployed version Business for Live Chat
BACK SOON Agent Status Chat Cumulative time ([h]:m m) in Back Soon state Business for Live Chat Agent, Group
BACK SOON ENG. RATE Agent Utilization Chat The percentage (%) of logged in time that the agent was in the Back Soon state while actively engaged Business for Live Chat Agent, Group BACK SOON TIME ENG. / LOGGED IN TIME
BACK SOON NOT ENG. Agent Utilization Chat Time spent in the Back Soon state while not actively engaged Business for Live Chat Agent, Group BACK SOON - BACK SOON TIME ENG.
BACK SOON NOT ENG. RATE Agent Utilization Chat The percentage (%) of logged in time the agent spent in the Back Soon state while not actively engaged Business for Live Chat Agent, Group BACK SOON NOT ENG. / LOGGED IN TIME
BACK SOON RATE Agent Status Chat Percentage (%) of time spent by agents in Back Soon state out of the logged in time Business for Live Chat Agent, Group BACK SOON / LOGGED IN TIME
BACK SOON TIME ENG. Agent Utilization Chat Cumulative time ([h]:mm) in Back Soon state but engaged Business for Live Chat Agent, Group
BUSY ENGAGEMENT VIEWS Campaign Funnel Chat Number of times a busy engagement offer was presented to a consumer Business for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
BUSY EXPOSED (ENTRY POINT) Campaign Funnel Chat Number of consumers who were exposed to a busy engagement offer Business for Live Chat End-Point (Source Type)
BUSY EXPOSURES (BRAND) Campaign Funnel Chat Number 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 Business for Live Chat End-Point (Source Type)
BUSY EXPOSURES (CAMP) Campaign Funnel Chat Number 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 Chat Campaign, End-Point (Source Type)
BUSY EXPOSURES (ENG) Campaign Funnel Chat Number 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 Chat Engagement, Campaign, End-Point (Source Type)
BUSY EXPOSURES (ENTRY POINT) Campaign Funnel Chat Number 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 Chat End-Point (Source Type)
BUSY EXPOSURES (LOB) Campaign Funnel Chat Number 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 Chat LoB, End-Point (Source Type)
BUSY OFFERS ACCEPTED Campaign Funnel Chat Number of busy chat engagement offers that were clicked by consumers Business for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
CONC. ENGAGED Agent Productivity Chat Number of concurrent engagements handled by agents during their engaged time Business for Live Chat Agent, Group CONCURRENT ENG. TIME / ENGAGED TIME
CONC. LABOR Agent Productivity Chat Number of concurrent engagements handled by agents during their labor time Business for Live Chat Agent, Group CONCURRENT ENG. TIME / LABOR TIME
CONC. LOGGED-IN Agent Productivity Chat Number of concurrent engagements handled by agents during their logged in time Business for Live Chat Agent, Group CONCURRENT ENG. TIME / LOGGED IN TIME
CONNECTED CHAT RATE (ACCEPTED) Campaign Funnel Chat The percentage (%) of engagements that were connected to an agent out of the total engagement offers accepted by consumers Business for Live Chat Skill, Engagement, Campaign, LoB (CONNECTED MESSAGING ENG. + CONNECTED CHATS) / ACCEPTED OFFERS
CONNECTED CHAT RATE (REQUESTED) Queue Health Chat The percentage (%) of connected Chat engagements out of the total number of requested engagements Business for Live Chat Agent, Group, Skill, Engagement, Campaign, LoB CONNECTED CHATS / REQUESTED CHATS
CONNECTED CHATS Queue Health Chat Number of Chat engagements which agents accepted from the queue Business for Live Chat Agent, Group, Skill, Engagement, Campaign, LoB
CONNECTED MESSAGING ENG. Campaign Funnel Chat Number of web-messaging conversations that were selected from queue by the agent Business for Live Chat Skill, Engagement, Campaign, End-Point (Source Type)
CONTENT CLICKED Campaign Funnel Chat Number of content engagements that were clicked by consumers Business for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
CONTENT ENGAGEMENT VIEWS Campaign Funnel Chat Number of times a content engagement was offered to a consumer Business for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
CONTENT EXPOSURES (BRAND) Campaign Funnel Chat Number 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 Business for Live Chat End-Point (Source Type)
CONTENT EXPOSURES (CAMP) Campaign Funnel Chat Number 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 Chat Campaign, End-Point (Source Type)
CONTENT EXPOSURES (ENG) Campaign Funnel Chat Number 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 Chat Engagement, Campaign, End-Point (Source Type)
CONTENT EXPOSURES (ENTRY POINT) Campaign Funnel Chat Number 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 Chat End-Point (Source Type)
CONTENT EXPOSURES (LOB) Campaign Funnel Chat Number 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 Chat LoB, End-Point (Source Type)
CROSS SESSION AOV AFTER ENGAGEMENT Campaign Conversions Chat Average 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 Chat End-Point (Source Type) CROSS SESSION REVENUE AFTER ENGAGEMENT / CROSS SESSION CONVERSIONS AFTER ENGAGEMENT
CROSS SESSION AOV AFTER EXPOSURE Campaign Conversions Chat Average Order Value from purchases which occurred after an exposure. The exposure took place during a previous session but within the account-defined window Business for Live Chat End-Point (Source Type) CROSS SESSION REVENUE AFTER EXPOSURE / CROSS SESSION CONVERSIONS AFTER EXPOSURE
CROSS SESSION CONVERSIONS AFTER ENGAGEMENT Campaign Conversions Chat Number of conversions achieved after an engagement which took place during a previous session, and within the account-defined window Business for Live Chat End-Point (Source Type)
CROSS SESSION CONVERSIONS AFTER EXPOSURE Campaign Conversions Chat Number of conversions achieved after an exposure which occurred during a previous session, and within the account-defined window Business for Live Chat End-Point (Source Type)
CROSS SESSION DIRECT AOV AFTER ENGAGEMENT Campaign Conversions Chat Average 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 Chat Engagement, Campaign, LoB, End-Point (Source Type) CROSS SESSION DIRECT REVENUE AFTER ENGAGEMENT / CROSS SESSION DIRECT CONVERSIONS AFTER ENGAGEMENT
CROSS SESSION DIRECT AOV AFTER EXPOSURE Campaign Conversions Chat Average 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 Chat Engagement, Campaign, LoB, End-Point (Source Type) CROSS SESSION DIRECT REVENUE AFTER EXPOSURE / CROSS SESSION DIRECT CONVERSIONS AFTER EXPOSURE
CROSS SESSION DIRECT CONVERSIONS AFTER ENGAGEMENT Campaign Conversions Chat Number 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 Chat Engagement, Campaign, LoB, End-Point (Source Type)
CROSS SESSION DIRECT CONVERSIONS AFTER EXPOSURE Campaign Conversions Chat Number 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 Chat Engagement, Campaign, LoB, End-Point (Source Type)
CROSS SESSION DIRECT REVENUE AFTER ENGAGEMENT Campaign Conversions Chat Total 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 Chat Engagement, Campaign, LoB, End-Point (Source Type)
CROSS SESSION DIRECT REVENUE AFTER EXPOSURE Campaign Conversions Chat Total 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 Chat Engagement, Campaign, LoB, End-Point (Source Type)
CROSS SESSION REVENUE AFTER ENGAGEMENT Campaign Conversions Chat Total revenue achieved after an engagement which took place during a previous session, and within the account-defined window Business for Live Chat End-Point (Source Type)
CROSS SESSION REVENUE AFTER EXPOSURE Campaign Conversions Chat Total revenue achieved after an exposure which occurred during a previous session, and within the account-defined window Business for Live Chat End-Point (Source Type)
CUMULATIVE ENGAGED CHAT TIME Agent Utilization Chat Cumulative 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 Chat Agent, Group, Skill, Engagement, Campaign, LoB
DIRECT GOAL REACHED RATE AFTER ENGAGEMENT Campaign Conversions Chat Percentage of goals achieved after engagement out of all consumers that were exposed to an engagement. Does not include conversion goals. Business for Live Chat Engagement, Campaign, LoB, End-Point (Source Type) DIRECT GOALS REACHED AFTER ENGAGEMENT / ENGAGED
DIRECT GOAL REACHED RATE AFTER EXPOSURE (CAMP) Campaign Conversions Chat Percentage 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 Chat Engagement, Campaign, LoB, End-Point (Source Type) DIRECT GOALS REACHED AFTER EXPOSURE / EXPOSED (CAMP)
DIRECT GOAL REACHED RATE AFTER EXPOSURE (ENG) Campaign Conversions Chat Percentage 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 Chat Engagement, Campaign, LoB, End-Point (Source Type) DIRECT GOALS REACHED AFTER EXPOSURE / EXPOSED (ENG)
DIRECT GOAL REACHED RATE AFTER EXPOSURE (LOB) Campaign Conversions Chat Percentage 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 Chat Engagement, Campaign, LoB, End-Point (Source Type) DIRECT GOALS REACHED AFTER EXPOSURE / EXPOSED (LOB)
DIRECT GOALS REACHED AFTER ENGAGEMENT Campaign Conversions Chat Number of goals reached after engagement. Does not include conversion goals Business for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
DIRECT GOALS REACHED AFTER EXPOSURE Campaign Conversions Chat Number of direct campaign goals reached after exposure. Does not include conversion goals Business for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
ENGAGED Campaign Funnel Chat Number of sessions which included at least one engagement during their session Business for Live Chat Skill, Engagement, Campaign, End-Point (Source Type)
ENGAGED RATE (BRAND) Campaign Funnel Chat The percentage (%) of consumers exposed that were then engaged (calculated at the Brand level) Business for Live Chat Skill, Engagement, Campaign, End-Point (Source Type) ENGAGED / EXPOSED (BRAND)
ENGAGED RATE (CAMP) Campaign Funnel Chat The percentage (%) of consumers exposed that were then engaged (calculated at the Campaign level) Business for Live Chat Skill, Engagement, Campaign, End-Point (Source Type) ENGAGED / EXPOSED (CAMP)
ENGAGED RATE (LOB) Campaign Funnel Chat The percentage (%) of consumers exposed that were then engaged (calculated at the LOB level) Business for Live Chat Skill, Engagement, Campaign, End-Point (Source Type) ENGAGED / EXPOSED (LOB)
ENGAGED TIME Agent Status Chat Total time spent by agent engaging with one or more consumers Business for Live Chat Agent, Group
ENGAGED TIME RATE Agent Status Chat The percentage (%) of time agents were engaged in one or more chats out of the logged in time Business for Live Chat Agent, Group ENGAGED TIME / LOGGED IN TIME
ENGAGEMENT VIEWS Campaign Conversions Chat Number of time san engagement offer was presented to a consumer Business for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
ENGAGEMENTS Campaign Conversions Chat Number of interactive live chats, connected messaging engagements, and clicks on content Business for Live Chat Skill, Engagement, Campaign, End-Point (Source Type)
EXPOSED (BRAND) Campaign Funnel Chat Number of sessions during which the consumer was offered an engagement in any state Business for Live Chat End-Point (Source Type)
EXPOSED (CAMP) Campaign Funnel Chat Number 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 Chat Campaign, End-Point (Source Type)
EXPOSED (ENG) Campaign Funnel Chat Number 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 Chat Engagement, Campaign, End-Point (Source Type)
EXPOSED (ENTRY POINT) Campaign Funnel Chat Number 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 Chat End-Point (Source Type)
EXPOSED (LOB) Campaign Funnel Chat Number 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 Chat LoB, End-Point (Source Type)
EXPOSED RATE (BRAND) Campaign Funnel Chat The percentage (%) of prospects that were exposed (calculated at the Brand level) Business for Live Chat End-Point (Source Type) EXPOSED (BRAND) / PROSPECTS (BRAND)
EXPOSED RATE (CAMP) Campaign Funnel Chat The percentage (%) of Prospects that were Exposed (calculated at the Campaign level) Business for Live Chat Campaign, End-Point (Source Type) EXPOSED (CAMP) / PROSPECTS (CAMP)
EXPOSED RATE (ENG) Campaign Funnel Chat The percentage (%) of Prospects that were Exposed (calculated at the Engagement level) Business for Live Chat Engagement, Campaign, End-Point (Source Type) EXPOSED (ENG) / PROSPECTS (ENG)
EXPOSED RATE (ENTRY POINT) Campaign Funnel Chat The percentage (%) of Prospects that led to being Exposed (calculated at the Entry Point level) Business for Live Chat End-Point (Source Type) EXPOSED (ENTRY POINT) / PROSPECTS (ENTRY POINT)
EXPOSED RATE (LOB) Campaign Funnel Chat The percentage (%) of Prospects that were Exposed (calculated at the LOB level) Business for Live Chat LoB, End-Point (Source Type) EXPOSED (LOB) / PROSPECTS (LOB)
EXPOSURES (BRAND) Campaign Funnel Chat Number 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 exposure Business for Live Chat End-Point (Source Type)
EXPOSURES (CAMP) Campaign Funnel Chat Number 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 Chat Campaign, End-Point (Source Type)
EXPOSURES (ENG) Campaign Funnel Chat Number 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 Chat Engagement, Campaign, End-Point (Source Type)
EXPOSURES (ENTRY POINT) Campaign Funnel Chat Number 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 Chat End-Point (Source Type)
EXPOSURES (LOB) Campaign Funnel Chat Number 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 Chat LoB, End-Point (Source Type)
GOALS REACHED AFTER ENGAGEMENT Campaign Conversions Chat Number of goals reached after engagement. Does not include conversion goals Business for Live Chat End-Point (Source Type)
GOALS REACHED AFTER EXPOSURE Campaign Conversions Chat Number of goals reached after exposure. Does not include conversion goals Business for Live Chat End-Point (Source Type)
IN SESSION AOV AFTER ENGAGEMENT Campaign Conversions Chat Average Order Value from orders generated during or after an engagement, and within the same session Business for Live Chat End-Point (Source Type) IN SESSION REVENUE AFTER ENGAGEMENT / IN SESSION CONVERSIONS AFTER ENGAGEMENT
IN SESSION AOV AFTER EXPOSURE Campaign Conversions Chat Average Order Value from orders generated after an exposure, and within the same session Business for Live Chat End-Point (Source Type) IN SESSION REVENUE AFTER EXPOSURE / IN SESSION CONVERSIONS AFTER EXPOSURE
IN SESSION CONVERSIONS AFTER ENGAGEMENT Campaign Conversions Chat Number of conversions achieved after an engagement which took place during the same session Business for Live Chat End-Point (Source Type)
IN SESSION CONVERSIONS AFTER EXPOSURE Campaign Conversions Chat Number of conversions achieved after an exposure which occurred during the same session Business for Live Chat End-Point (Source Type)
IN SESSION DIRECT AOV AFTER ENGAGEMENT Campaign Conversions Chat Average 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 session Business for Live Chat Engagement, Campaign, LoB, End-Point (Source Type) IN SESSION DIRECT REVENUE AFTER ENGAGEMENT / IN SESSION DIRECT CONVERSIONS AFTER ENGAGEMENT
IN SESSION DIRECT AOV AFTER EXPOSURE Campaign Conversions Chat Average 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 session Business for Live Chat Engagement, Campaign, LoB, End-Point (Source Type) IN SESSION DIRECT REVENUE AFTER EXPOSURE / IN SESSION DIRECT CONVERSIONS AFTER EXPOSURE
IN SESSION DIRECT CONVERSIONS AFTER ENGAGEMENT Campaign Conversions Chat Number of direct conversions achieved after an engagement in the same session Business for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
IN SESSION DIRECT CONVERSIONS AFTER EXPOSURE Campaign Conversions Chat Number of direct conversions achieved after an exposure in the same session Business for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
IN SESSION DIRECT REVENUE AFTER ENGAGEMENT Campaign Conversions Chat Total direct revenue achieved after engagements. Engagement and purchase happened in the same session Business for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
IN SESSION DIRECT REVENUE AFTER EXPOSURE Campaign Conversions Chat Total direct revenue achieved after exposures. Exposure and purchase happened in the same session Business for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
IN SESSION REVENUE AFTER ENGAGEMENT Campaign Conversions Chat Total revenue achieved after an engagement which took place during the same session Business for Live Chat End-Point (Source Type)
IN SESSION REVENUE AFTER EXPOSURE Campaign Conversions Chat Total revenue achieved after an exposure which occurred during the same session Business for Live Chat End-Point (Source Type)
INCREMENTAL CONVERSION RATIO (BRAND) Campaign Conversions Chat The percentage (%) of total Conversions that may not have otherwise occurred (Incremental Conversion) (calculated at the Brand level) Business for Live Chat End-Point (Source Type) INCREMENTAL CONVERSIONS (BRAND) / TOTAL CONVERSIONS AFTER ENGAGEMENT
INCREMENTAL CONVERSION RATIO (CAMP) Campaign Conversions Chat The percentage (%) of total Conversions that may not have otherwise occurred (Incremental Conversion) (calculated at the Campaign level) Business for Live Chat Engagement, Campaign, LoB, End-Point (Source Type) INCREMENTAL CONVERSIONS (CAMP) / TOTAL CONVERSIONS AFTER ENGAGEMENT
INCREMENTAL CONVERSION RATIO (LOB) Campaign Conversions Chat The percentage (%) of total Conversions that may not have otherwise occurred (Incremental Conversion) (calculated at the LOB level) Business for Live Chat Engagement, Campaign, LoB, End-Point (Source Type) INCREMENTAL CONVERSIONS (LOB) / TOTAL CONVERSIONS AFTER ENGAGEMENT
INCREMENTAL CONVERSIONS (BRAND) Campaign Conversions Chat The number of Incremental Conversions (calculated at the Brand level) Business for Live Chat End-Point (Source Type) (TOTAL CONVERSION RATE AFTER ENGAGEMENT - TOTAL CONVERSION RATE AFTER EXPOSURE NOT ENGAGEMENT (BRAND)) * ENGAGED
INCREMENTAL CONVERSIONS (CAMP) Campaign Conversions Chat Number of Incremental Conversions (calculated at the Campaign level) Business for Live Chat Engagement, Campaign, LoB, End-Point (Source Type) (TOTAL CONVERSION RATE AFTER ENGAGEMENT - TOTAL CONVERSION RATE AFTER EXPOSURE NOT ENGAGEMENT (CAMP)) * ENGAGED
INCREMENTAL CONVERSIONS (LOB) Campaign Conversions Chat Number of Incremental Conversions (calculated at the LOB level) Business for Live Chat Engagement, Campaign, LoB, End-Point (Source Type) (TOTAL CONVERSION RATE AFTER ENGAGEMENT - TOTAL CONVERSION RATE AFTER EXPOSURE NOT ENGAGEMENT (LOB)) * ENGAGED
INDIRECT GOALS REACHED AFTER ENGAGEMENT Campaign Conversions Chat Number 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 engagement Business for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
INDIRECT GOALS REACHED AFTER EXPOSURE Campaign Conversions Chat Number 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 engagement Business for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
INTERACTIVE CHAT RATE Agent Productivity Chat The percentage (%) of interactive Chat engagements out of the total number of connected Chat engagements Business for Live Chat Agent, Group, Skill, Engagement, Campaign, LoB INTERACTIVE CHATS / CONNECTED CHATS
INTERACTIVE CHATS Agent Productivity Chat Number of Chat engagements during which consumers entered at least one text line Business for Live Chat Agent, Group, Skill, Engagement, Campaign, LoB
INTERACTIVE ENGAGEMENTS PER HOUR Agent Productivity Chat Average number of interactive engagements agents handled during their labor time Business for Live Chat Agent, Group INTERACTIVE ENGAGEMENTS / LABOR TIME * 24
LABOR TIME Agent Status Chat Cumulative time ([h]:mm) agents were in Online state plus the engaged time in the Away state or Back Soon state Business for Live Chat Agent, Group
LABOR TIME RATE Agent Status Chat The percentage (%) of the labor time out of the logged in time Business for Live Chat Agent, Group LABOR TIME / LOGGED IN TIME
LOGGED IN TIME Agent Status Chat Cumulative agents logged in time (hh:mm) Business for Live Chat Agent, Group
MAX TIME TO ABANDON CHAT Queue Health Chat Maximum time ([h]:mm) it took a consumer to abandon the queue after accepting a Chat engagement offer, and before being connected to an agent Business for Live Chat Skill, Engagement, Campaign, LoB
MAX. TIME TO ANSWER CHAT Queue Health Chat Maximum time ([h]:mm) from when consumers entered the queue to when they connected to an agent Business for Live Chat Skill, Engagement, Campaign, LoB
NO. OF COBROWSE INTERACTIVE SESSIONS (CHAT) Agent Productivity Chat Number of CoBrowse interactive sessions that occurred within a chat. An interactive session involves participation of both agent and consumer, and lasts 60 seconds or more Business for Live Chat Agent, Group, Skill, Engagement, Campaign, LoB
NO. OF SECURE FORM (PCI) SENT (CHAT) Agent Productivity Chat Number of secure forms sent by an agent to a consumer during a chat Business for Live Chat Agent, Group, Skill, Engagement, Campaign, LoB
NO. OF SECURE FORM (PCI) SUBMITTED (CHAT) Agent Productivity Chat Number of secure forms completed and submitted back to the agent by a consumer during a chat Business for Live Chat Agent, Group, Skill, Engagement, Campaign, LoB
NO. OF SECURE FORM (PCI) VIEWED (CHAT) Agent Productivity Chat Number of secure forms viewed by the consumer during a chat Business for Live Chat Agent, Group, Skill, Engagement, Campaign, LoB
NON ENGAGED RATE Agent Utilization Chat The percentage (%) of the cumulative time agents were not engaged out of logged in time Business for Live Chat Agent, Group NON ENGAGED TIME / LOGGED IN TIME
NON ENGAGED TIME Agent Utilization Chat Total time an agent was not engaged with any consumer Business for Live Chat Agent, Group LOGGED IN TIME - ENGAGED TIME
NON-INTERACTIVE CHATS Agent Productivity Chat Number of Chat engagements connected to an agent during which consumers did not enter any line in chat Business for Live Chat Agent, Group, Skill, Engagement, Campaign, LoB
OCCUPANCY RATE Agent Utilization Chat The percentage (%) of time the agent spent in the Online state while actively engaged (Occupied) Business for Live Chat Agent, Group ONLINE TIME ENG. / ONLINE
OFFLINE ENGAGEMENT VIEWS Campaign Funnel Chat Number of times an offline chat engagement offer was presented to a consumer Business for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
OFFLINE EXPOSED (ENTRY POINT) Campaign Funnel Chat Number of consumers who were exposed to an offline engagement offer Business for Live Chat End-Point (Source Type)
OFFLINE EXPOSURES (BRAND) Campaign Funnel Chat Number 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 exposure Business for Live Chat End-Point (Source Type)
OFFLINE EXPOSURES (ENG) Campaign Funnel Chat Number 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 Chat Engagement, Campaign, End-Point (Source Type)
OFFLINE EXPOSURES (ENTRY POINT) Campaign Funnel Chat Number 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 Chat End-Point (Source Type)
OFFLINE EXPOSURES (LOB) Campaign Funnel Chat Number 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 Chat LoB, End-Point (Source Type)
OFFLINE OFFERS ACCEPTED Campaign Funnel Chat Number of times a consumer clicked on an offline chat engagement offer Business for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
ONLINE Agent Status Chat Cumulative 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 Chat Agent, Group
ONLINE ENGAGEMENT VIEWS Campaign Funnel Chat Number of times an online chat engagement offer was presented to a consumer Business for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
ONLINE EXPOSED (ENTRY POINT) Campaign Funnel Chat Number of consumers who were exposed to an online engagement offer Business for Live Chat End-Point (Source Type)
ONLINE EXPOSURE RATE (BRAND) Campaign Funnel Chat The percentage (%) of Total Chat Exposures that were Online Exposures (calculated at the Brand level) Business for Live Chat End-Point (Source Type) CHAT ONLINE EXPOSURES (BRAND) / EXPOSURES (BRAND)
ONLINE EXPOSURE RATE (CAMP) Campaign Funnel Chat The percentage (%) of Total Chat Exposures that were Online Exposures (calculated at the Campaign level) Business for Live Chat Campaign, End-Point (Source Type) CHAT ONLINE EXPOSURES (CAMP) / EXPOSURES (CAMP)
ONLINE EXPOSURE RATE (ENG) Campaign Funnel Chat The percentage (%) of Total Chat Exposures that were Online Exposures (calculated at the Engagement level) Business for Live Chat Engagement, Campaign, End-Point (Source Type) ONLINE EXPOSURES (ENG) / EXPOSURES (ENG)
ONLINE EXPOSURE RATE (ENTRY POINT) Campaign Funnel Chat The percentage (%) of Total Chat Exposures that were Online Exposures (calculated at the Entry Point level) Business for Live Chat End-Point (Source Type) ONLINE EXPOSURES (ENTRY POINT) / EXPOSURES (ENTRY POINT)
ONLINE EXPOSURE RATE (LOB) Campaign Funnel Chat The percentage (%) of Total Chat Exposures that were Online Exposures (calculated at the LOB level) Business for Live Chat LoB, End-Point (Source Type) CHAT ONLINE EXPOSURES (LOB) / EXPOSURES (LOB)
ONLINE EXPOSURES (BRAND) Campaign Funnel Chat Number 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 for Live Chat End-Point (Source Type)
ONLINE EXPOSURES (CAMP) Campaign Funnel Chat Number 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 Chat Campaign, End-Point (Source Type)
ONLINE EXPOSURES (ENG) Campaign Funnel Chat Number 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 Chat Engagement, Campaign, End-Point (Source Type)
ONLINE EXPOSURES (ENTRY POINT) Campaign Funnel Chat Number 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 Chat End-Point (Source Type)
ONLINE EXPOSURES (LOB) Campaign Funnel Chat Number 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 Chat LoB, End-Point (Source Type)
ONLINE OFFERS ACCEPTED Campaign Funnel Chat Number of times a consumer clicked on an online chat engagement offer Business for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
ONLINE RATE Agent Status Chat The percentage (%) of time the agent spent in the Online state out of the logged in time Business for Live Chat Agent, Group ONLINE / LOGGED IN TIME
ONLINE TIME ENG. Agent Utilization Chat Cumulative time ([h]:mm) agents were in the Online state and engaged Business for Live Chat Agent, Group
PROSPECT RATE (BRAND) Campaign Funnel Chat The percentage (%) of consumers that were identified as prospects (calculated at the Brand level) Business for Live Chat End-Point (Source Type) PROSPECTS (BRAND) / SESSIONS
PROSPECTS (BRAND) Campaign Funnel Chat Number of consumers that were eligible to receive at least one engagement from a campaign. Includes control group consumers if defined in the account Business for Live Chat End-Point (Source Type)
PROSPECTS (CAMP) Campaign Funnel Chat Number 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 Chat Campaign, End-Point (Source Type)
PROSPECTS (ENG) Campaign Funnel Chat Number 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 Chat Engagement, Campaign, End-Point (Source Type)
PROSPECTS (ENTRY POINT) Campaign Funnel Chat Number 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 Chat End-Point (Source Type)
PROSPECTS (LOB) Campaign Funnel Chat Number 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 Chat LoB, End-Point (Source Type)
REQUESTED CHATS Campaign Funnel Chat Number of consumers who clicked on a Chat engagement offer and entered the queue, including transfers Business for Live Chat Skill, Engagement, Campaign, LoB
SESSIONS Campaign Funnel Chat Total number of web sessions on the monitored web pages Business for Live Chat End-Point (Source Type)
TOTAL AOV AFTER ENGAGEMENT Campaign Conversions Chat Average Order Value from purchases which occurred after an engagement Business for Live Chat End-Point (Source Type) TOTAL REVENUE AFTER ENGAGEMENT / TOTAL CONVERSIONS AFTER ENGAGEMENT
TOTAL AOV AFTER EXPOSURE Campaign Conversions Chat Average Order Value from purchases which occurred after an exposure Business for Live Chat End-Point (Source Type) TOTAL REVENUE AFTER EXPOSURE / TOTAL CONVERSIONS AFTER EXPOSURE
TOTAL CONVERSION RATE AFTER ENGAGEMENT Campaign Conversions Chat Percentage of conversions achieved after or during an engagement out of all sessions containing an engagement Business for Live Chat End-Point (Source Type) TOTAL CONVERSIONS AFTER ENGAGEMENT / ENGAGED
TOTAL CONVERSION RATE AFTER EXPOSURE (BRAND) Campaign Conversions Chat Percentage of conversions achieved after exposure out of all session during which an exposure occurred Business for Live Chat End-Point (Source Type) TOTAL CONVERSIONS AFTER EXPOSURE / EXPOSED (BRAND)
TOTAL CONVERSION RATE AFTER EXPOSURE NOT ENGAGEMENT (BRAND) Campaign Conversions Chat The 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 Chat End-Point (Source Type) TOTAL CONVERSIONS AFTER EXPOSURE NOT ENGAGEMENT / (EXPOSED (BRAND) - ENGAGED)
TOTAL CONVERSION RATE AFTER EXPOSURE NOT ENGAGEMENT (CAMP) Campaign Conversions Chat The 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 Chat Engagement, Campaign, LoB, End-Point (Source Type) TOTAL CONVERSIONS AFTER EXPOSURE NOT ENGAGEMENT / (EXPOSED (CAMP) - ENGAGED
TOTAL CONVERSION RATE AFTER EXPOSURE NOT ENGAGEMENT (LOB) Campaign Conversions Chat The 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 Chat Engagement, Campaign, LoB, End-Point (Source Type) TOTAL CONVERSIONS AFTER EXPOSURE NOT ENGAGEMENT / (EXPOSED (LOB) - ENGAGED)
TOTAL CONVERSIONS AFTER ENGAGEMENT Campaign Conversions Chat Number of conversions achieved during or after an engagement Business for Live Chat End-Point (Source Type)
TOTAL CONVERSIONS AFTER EXPOSURE Campaign Conversions Chat Number of conversions which occurred after an exposure Business for Live Chat End-Point (Source Type)
TOTAL CONVERSIONS AFTER EXPOSURE NOT ENGAGEMENT Campaign Conversions Chat Number of total conversions which occurred after an exposure that did not result in an engagement Business for Live Chat Engagement, Campaign, LoB, End-Point (Source Type) TOTAL CONVERSIONS AFTER EXPOSURE - TOTAL CONVERSIONS AFTER ENGAGEMENT
TOTAL CROSS SESSION PURCHASES AFTER ENGAGEMENT Campaign Conversions Chat Total number of purchase transactions following an engagement that occurred during a previous session, and within the account-defined window Business for Live Chat End-Point (Source Type)
TOTAL CROSS SESSION PURCHASES AFTER EXPOSURE Campaign Conversions Chat Total number of purchase transactions following an exposure that occurred during a previous session, and within the account-defined window Business for Live Chat End-Point (Source Type)
TOTAL DIRECT AOV AFTER ENGAGEMENT Campaign Conversions Chat Average of the total direct revenue achieved after engagements out of the number of purchase transactions completed after engagement Business for Live Chat Engagement, Campaign, LoB, End-Point (Source Type) TOTAL DIRECT REVENUE AFTER ENGAGEMENT / TOTAL DIRECT CONVERSIONS AFTER ENGAGEMENT
TOTAL DIRECT AOV AFTER EXPOSURE Campaign Conversions Chat Average of the total direct revenue achieved after exposures out of the number of purchase transactions completed after exposures Business for Live Chat Engagement, Campaign, LoB, End-Point (Source Type) TOTAL DIRECT REVENUE AFTER EXPOSURE / TOTAL DIRECT CONVERSIONS AFTER EXPOSURE
TOTAL DIRECT CONVERSIONS AFTER ENGAGEMENT Campaign Conversions Chat Total number of direct conversions achieved after engagement Business for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
TOTAL DIRECT CONVERSIONS AFTER EXPOSURE Campaign Conversions Chat Total number of direct conversions achieved after exposure Business for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
TOTAL DIRECT REVENUE AFTER ENGAGEMENT Campaign Conversions Chat Total direct revenue achieved from all Campaigns after engagement Business for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
TOTAL DIRECT REVENUE AFTER EXPOSURE Campaign Conversions Chat Total direct revenue achieved from all Campaigns after exposure Business for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
TOTAL ENGAGEMENTS PER HOUR Agent Productivity Chat Total number of interactive and non-interactive engagements divided by the number of labor hours Business for Live Chat Agent, Group (INTERACTIVE ENG. + NON-INTERACTIVE ENG.) / LABOR TIME * 24
TOTAL GOAL REACHED RATE AFTER ENGAGEMENT Campaign Conversions Chat Percentage of goals reached during or after an engagement out of all consumers engaged. Does not include conversion goals Business for Live Chat End-Point (Source Type) TOTAL GOALS REACHED AFTER ENGAGEMENT / ENGAGED
TOTAL GOAL REACHED RATE AFTER EXPOSURE (BRAND) Campaign Conversions Chat Percentage of goals reached after an exposure out of all consumers engaged. Does not include conversion goals Business for Live Chat End-Point (Source Type) TOTAL GOALS REACHED AFTER EXPOSURE / EXPOSED (BRAND)
TOTAL GOALS REACHED AFTER ENGAGEMENT Campaign Conversions Chat Number of goals reached after engagement. Does not include conversion goals Business for Live Chat End-Point (Source Type)
TOTAL GOLAS REACHED AFTER EXPOSURE Campaign Conversions Chat Number of goals reached after exposure. Does not include conversion goals Business for Live Chat End-Point (Source Type)
TOTAL IN SESSION PURCHASES AFTER ENGAGEMENT Campaign Conversions Chat Total number of purchase transactions following an engagement that took place during the same session Business for Live Chat End-Point (Source Type)
TOTAL IN SESSION PURCHASES AFTER EXPOSURE Campaign Conversions Chat Total number of purchase events following an exposure in the same session Business for Live Chat End-Point (Source Type)
TOTAL IN SESSION PURCHASES AFTER EXPOSURES Campaign Conversions Chat Total number of purchase transactions following an exposure that occurred during the same session Business for Live Chat End-Point (Source Type)
TOTAL INDIRECT CONVERSIONS AFTER ENGAGEMENT Campaign Conversions Chat Total number of indirect conversions achieved during or after an engagement. Indirect conversion is one that achieved a goal that is not attached to a Campaign Business for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
TOTAL INDIRECT CONVERSIONS AFTER EXPOSURE Campaign Conversions Chat Total number of indirect conversions achieved after an exposure. Indirect conversion is one that achieved a goal that is not attached to a Campaign Business for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
TOTAL INDIRECT REVENUE AFTER ENGAGEMENT Campaign Conversions Chat Total 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 campaign Business for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
TOTAL INDIRECT REVENUE AFTER EXPOSURE Campaign Conversions Chat Total indirect revenue achieved after an exposure. The indirect revenue is generated by conversions that achieved a goal that is not attached to a campaign Business for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
TOTAL REVENUE AFTER ENGAGEMENT Campaign Conversions Chat Total revenue achieved during or after engagement Business for Live Chat End-Point (Source Type)
TOTAL REVENUE AFTER EXPOSURE Campaign Conversions Chat Total revenue achieved after exposure Business for Live Chat End-Point (Source Type)
TOTAL REVENUE WITHOUT CONVERSION AFTER ENGAGEMENT Campaign Conversions Chat Total revenue achieved without conversions during or after engagement Business for Live Chat End-Point (Source Type)
TOTAL REVENUE WITHOUT CONVERSION AFTER EXPOSURE Campaign Conversions Chat Total revenue achieved without conversions after an exposure Business for Live Chat End-Point (Source Type)
Analytics Builder 4.4 Messaging,Chat The Analytics Builder deployed version Goals Tracker Dashboard for Live Chat
CONVERSIONS Campaign Conversions Messaging,Chat Number of conversions generated by consumers following engagements with an agent. Conversion goals include Sell product/service, Generate leads, and Service activity complete Goals Tracker Dashboard for Live Chat Agent, Group, Skill, Engagement, Campaign, End-Point (Source Type)
CROSS SESSION CONVERSION/GOAL Campaign Conversions Messaging,Chat Number 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 window Goals Tracker Dashboard for Live Chat Agent, Group, Skill, Engagement, Campaign, End-Point (Source Type)
CROSS SESSION CONVERSIONS Campaign Conversions Messaging,Chat Number 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 complete Goals Tracker Dashboard for Live Chat Agent, Group, Skill, Engagement, Campaign, End-Point (Source Type)
CROSS SESSION REVENUE Campaign Conversions Messaging,Chat Total 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 window Goals Tracker Dashboard for Live Chat Agent, Group, Skill, Engagement, Campaign, End-Point (Source Type)
IN SESSION CONVERSION/GOAL Campaign Conversions Messaging,Chat Number of times a goal was achieved by consumers after initiating an engagement with an agent, and before ending the session Goals Tracker Dashboard for Live Chat Agent, Group, Skill, Engagement, Campaign, End-Point (Source Type)
IN SESSION CONVERSIONS Campaign Conversions Messaging,Chat Number 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 complete Goals Tracker Dashboard for Live Chat Agent, Group, Skill, Engagement, Campaign, End-Point (Source Type)
IN SESSION REVENUE Campaign Conversions Messaging,Chat Total revenue generated from purchases placed by consumers after initiating an engagement with an agent, and before ending the session Goals Tracker Dashboard for Live Chat Agent, Group, Skill, Engagement, Campaign, End-Point (Source Type)
NUMBER OF ITEMS Campaign Conversions Messaging,Chat Number of items in the shopping cart at time of purchase. Derived from the numItems engagement attribute under the transaction SDE Goals Tracker Dashboard for Live Chat Agent, Group, Skill, Engagement, Campaign, End-Point (Source Type)
REVENUE Campaign Conversions Messaging,Chat Total revenue generated by consumers after initiating an engagement with an agent Goals Tracker Dashboard for Live Chat Agent, Group, Skill, Engagement, Campaign, End-Point (Source Type)
VALUES Campaign Conversions Messaging,Chat Total value of products purchased. Derived from the total engagement attribute under the Transaction SDE Goals Tracker Dashboard for Live Chat Agent, Group, Skill, Engagement, Campaign, End-Point (Source Type) ROUND(VALUE)
AGENT MESSAGES Messaging The number of messages sent by the agent in the conversation. Goals Tracker for Messaging SUM(AGENT_MESSAGES)
AGENT RESPONSES Messaging The 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 SUM(AGENT_RESPONSES)
Analytics Builder 4.4 Messaging The Analytics Builder deployed version Goals Tracker for Messaging
CONVERSIONS Messaging An Indication (1/0) whether the goal was reported as success. Goals Tracker for Messaging SUM(GOAL_ACHIEVED)
LEAD VALUES Messaging The Lead value extracted from the LEAD SDE sent by the brand to LE. Goals Tracker for Messaging MAX(LEAD_VALUE)
TIME ASSIGNED Messaging The time the agent participated in the conversation (measured only for the time the agent was assigned to the conversation). Goals Tracker for Messaging SUM(TIME_ASSIGNED)
TRANSACTION VALUES Messaging The Total Transaction value extracted from the Transaction SDE sent by the brand to LE. Goals Tracker for Messaging MAX(TRANSACTION_TOTAL)
ABANDONED CHAT RATE Queue Health Chat The percentage (%) of consumers who abandoned the queue out of all consumers that entered the queue Operational & Staffing for Live Chat Skill, Engagement, Campaign, LoB ABANDONED CHATS / REQUESTED CHATS
ABANDONED CHATS Queue Health Chat Number of times a consumer abandoned the queue while waiting for an agent to connect Operational & Staffing for Live Chat Skill, Engagement, Campaign, LoB
ANSWER COUNT Surveys Chat The number of times the answer is submitted to the question Operational & Staffing for Live Chat Agent, Group, Skill
ANSWER RATE Surveys Chat The percentage (%) of answers to the question out of the number of consumers that answered the question Operational & Staffing for Live Chat Agent, Group, Skill ANSWER COUNT / ANSWERED QUESTIONS
ANSWERED QUESTIONS Surveys Chat The 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 answer Operational & Staffing for Live Chat Agent, Group, Skill
ANSWERED QUESTIONS CSAT Surveys Chat The number of consumers that answered a CSAT question Operational & Staffing for Live Chat Agent, Group, Skill
AVG. CHAT LENGTH Agent Productivity Chat Average time ([h]:mm) from when consumers were connected to an agent until the Chat Engagement Window was closed Operational & Staffing for Live Chat Agent, Group, Skill, Engagement, Campaign, LoB CUMULATIVE ENGAGED CHAT TIME / CONNECTED CHATS
AVG. INTERACTIVE CHAT LENGTH Agent Productivity Chat Average 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 line Operational & Staffing for Live Chat Agent, Group, Skill, Engagement, Campaign, LoB
AVG. NON-INTERACTIVE CHAT LENGTH Agent Productivity Chat Average 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 Chat Agent, Group, Skill, Engagement, Campaign, LoB
AVG. TIME TO ABANDON CHAT Queue Health Chat Average time ([h]:mm) it took consumers to abandon the queue after accepting an engagement offer, and before being connected to an agent Operational & Staffing for Live Chat Skill, Engagement, Campaign, LoB
AVG. TIME TO ANSWER CHAT Agent Productivity Chat Average time ([h]:mm) it took an agent to connect to a consumer, measured from the time the consumer entered the queue Operational & Staffing for Live Chat Agent, Group, Skill, Engagement, Campaign, LoB
AWAY Agent Status Chat Cumulative time ([h]:mm) in Away state. Can be viewed and filtered by the AWAY REASON attribute. Operational & Staffing for Live Chat Agent, Group
AWAY (TOTAL) Agent Status Chat Combined time (in hours) that the agent was not available (in the Away and Back Soon states) Operational & Staffing for Live Chat Agent, Group AWAY + BACK SOON
AWAY ENG. RATE Agent Utilization Chat The percentage (%) of logged in time the agent spent in the Away state, but was actively engaged Operational & Staffing for Live Chat Agent, Group AWAY TIME ENG. / LOGGED IN TIME
AWAY NOT ENG. Agent Utilization Chat Time spent by the agent in the Away state while not actively engaged Operational & Staffing for Live Chat Agent, Group AWAY - AWAY TIME ENG.
AWAY NOT ENG. RATE Agent Utilization Chat The percentage (%) of logged in time the agent spent in the Away state and was not actively engaged Operational & Staffing for Live Chat Agent, Group AWAY NOT ENG. / LOGGED IN TIME
AWAY RATE Agent Status Chat Percentage (%) of time spent by agents in Away state out of the logged in time Operational & Staffing for Live Chat Agent, Group AWAY / LOGGED IN TIME
AWAY TIME ENG. Agent Utilization Chat Cumulative time ([h]:mm) in Away state but engaged Operational & Staffing for Live Chat Agent, Group
AWAY TOTAL ENG. Agent Utilization Chat Combined time (in hours) that the agent was not available but was actively engaged (Away Engaged and Back Soon Engaged) Operational & Staffing for Live Chat Agent, Group AWAY TIME ENG. + BACK SOON TIME ENG.
AWAY TOTAL ENG. RATE Agent Utilization Chat The percentage (%) of labor time (in hours) that the agent was not available while actively engaged Operational & Staffing for Live Chat Agent, Group AWAY TOTAL ENG. / LABOR TIME
AWAY TOTAL NOT ENG. Agent Utilization Chat Combined time (in hours) that the agent was neither available nor actively engaged (Away Not Engaged + Back Soon Not Engaged) Operational & Staffing for Live Chat Agent, Group AWAY (TOTAL) - AWAY TOTAL ENG.
AWAY TOTAL NOT ENG. RATE Agent Utilization Chat The percentage (%) of labor time (in hours) that the agent was neither available nor actively engaged Operational & Staffing for Live Chat Agent, Group AWAY TOTAL NOT ENG. / LABOR TIME
AWAY TOTAL RATE Agent Status Chat The 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 Chat Agent, Group AWAY (TOTAL) / LOGGED IN TIME
Analytics Builder 4.4 Chat The Analytics Builder deployed version Operational & Staffing for Live Chat
BACK SOON Agent Status Chat Cumulative time ([h]:m m) in Back Soon state Operational & Staffing for Live Chat Agent, Group
BACK SOON ENG. RATE Agent Utilization Chat The percentage (%) of logged in time that the agent was in the Back Soon state while actively engaged Operational & Staffing for Live Chat Agent, Group BACK SOON TIME ENG. / LOGGED IN TIME
BACK SOON NOT ENG. Agent Utilization Chat Time spent in the Back Soon state while not actively engaged Operational & Staffing for Live Chat Agent, Group BACK SOON - BACK SOON TIME ENG.
BACK SOON NOT ENG. RATE Agent Utilization Chat The percentage (%) of logged in time the agent spent in the Back Soon state while not actively engaged Operational & Staffing for Live Chat Agent, Group BACK SOON NOT ENG. / LOGGED IN TIME
BACK SOON RATE Agent Status Chat Percentage (%) of time spent by agents in Back Soon state out of the logged in time Operational & Staffing for Live Chat Agent, Group BACK SOON / LOGGED IN TIME
BACK SOON TIME ENG. Agent Utilization Chat Cumulative time ([h]:mm) in Back Soon state but engaged Operational & Staffing for Live Chat Agent, Group
BUSY ENGAGEMENT VIEWS Campaign Funnel Chat Number of times a busy chat engagement offer was presented to a consumer Operational & Staffing for Live Chat Skill, Engagement, Campaign, LoB, End-Point (Source Type)
BUSY OFFERS ACCEPTED Campaign Funnel Chat Number of chat engagement offers that were clicked by consumers (in any state) Operational & Staffing for Live Chat Skill, Engagement, Campaign, LoB, End-Point (Source Type)
CHAT BUSY EXPOSURES (SKILL CAMP) Campaign Funnel Chat Number 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 Chat Skill, Campaign
CHAT BUSY EXPOSURES (SKILL ENG) Campaign Funnel Chat Number 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 Chat Skill, Engagement
CHAT BUSY EXPOSURES (SKILL LOB) Campaign Funnel Chat Number 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 Chat Skill, LOB
CHAT BUSY EXPOSURES (SKILL) Campaign Funnel Chat Number 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 Chat Skill
CHAT EXPOSED (SKILL CAMP) Campaign Funnel Chat Number 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 Chat Skill, Campaign
CHAT EXPOSED (SKILL ENG) Campaign Funnel Chat Number 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 Chat Skill, Engagement
CHAT EXPOSED (SKILL LOB) Campaign Funnel Chat Number 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 Chat Skill, LOB
CHAT EXPOSED (SKILL) Campaign Funnel Chat Number 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 Chat Skill
CHAT EXPOSURES (SKILL CAMP) Campaign Funnel Chat Number 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 Chat Skill, Campaign
CHAT EXPOSURES (SKILL ENG) Campaign Funnel Chat Number 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 Chat Skill, Engagement
CHAT EXPOSURES (SKILL LOB) Campaign Funnel Chat Number 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 Chat Skill, LOB
CHAT EXPOSURES (SKILL) Campaign Funnel Chat Number 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 Chat Skill
CHAT OFFLINE EXPOSURES (SKILL CAMP) Campaign Funnel Chat Number 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 Chat Skill, Campaign
CHAT OFFLINE EXPOSURES (SKILL ENG) Campaign Funnel Chat Number 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 Chat Skill, Engagement
CHAT OFFLINE EXPOSURES (SKILL LOB) Campaign Funnel Chat Number 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 Chat Skill, LOB
CHAT OFFLINE EXPOSURES (SKILL) Campaign Funnel Chat Number 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 Chat Skill
CHAT ONLINE EXPOSURES (SKILL CAMP) Campaign Funnel Chat Number 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 Chat Skill, Campaign
CHAT ONLINE EXPOSURES (SKILL ENG) Campaign Funnel Chat Number 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 Chat Skill, Engagement
CHAT ONLINE EXPOSURES (SKILL LOB) Campaign Funnel Chat Number 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 Chat Skill, LOB
CHAT ONLINE EXPOSURES (SKILL) Campaign Funnel Chat Number 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 Chat Skill
CHAT PROSPECTS (SKILL CAMP) Campaign Funnel Chat Number 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 Chat Skill, Campaign
CHAT PROSPECTS (SKILL ENG) Campaign Funnel Chat Number 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 Chat Skill, Engagement
CHAT PROSPECTS (SKILL LOB) Campaign Funnel Chat Number 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 Chat Skill, LOB
CHAT PROSPECTS (SKILL) Campaign Funnel Chat Number 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 Chat Skill
COMPLETED SURVEYS Surveys Chat Number of survey forms completed Operational & Staffing for Live Chat Agent, Group, Skill
CONC. ENGAGED Agent Productivity Chat Number of concurrent engagements handled by agents during their engaged time Operational & Staffing for Live Chat Agent, Group CONCURRENT ENG. TIME / ENGAGED TIME
CONC. LABOR Agent Productivity Chat Number of concurrent engagements handled by agents during their labor time Operational & Staffing for Live Chat Agent, Group CONCURRENT ENG. TIME / LABOR TIME
CONC. LOGGED-IN Agent Productivity Chat Number of concurrent engagements handled by agents during their logged in time Operational & Staffing for Live Chat Agent, Group CONCURRENT ENG. TIME / LOGGED IN TIME
CONNECTED CHAT RATE (ACCEPTED) Campaign Funnel Chat The percentage (%) of engagements that were connected to an agent out of the total engagement offers accepted by consumers Operational & Staffing for Live Chat Skill, Engagement, Campaign, LoB (CONNECTED MESSAGING ENG. + CONNECTED CHATS) / ACCEPTED OFFERS
CONNECTED CHAT RATE (REQUESTED) Queue Health Chat The percentage (%) of connected Chat engagements out of the total number of requested engagements Operational & Staffing for Live Chat Agent, Group, Skill, Engagement, Campaign, LoB CONNECTED CHATS / REQUESTED CHATS
CONNECTED CHATS Queue Health Chat Number of Chat engagements which agents accepted from the queue Operational & Staffing for Live Chat Agent, Group, Skill, Engagement, Campaign, LoB
CONNECTED MESSAGING ENG. Campaign Funnel Chat Number of web-messaging conversations that were selected from queue by the agent Operational & Staffing for Live Chat Skill, Engagement, Campaign, End-Point (Source Type)
CROSS SESSION DIRECT AOV AFTER ENGAGEMENT Campaign Conversions Chat Average 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 Operational & Staffing for Live Chat Engagement, Campaign, LoB, End-Point (Source Type) CROSS SESSION DIRECT REVENUE AFTER ENGAGEMENT / CROSS SESSION DIRECT CONVERSIONS AFTER ENGAGEMENT
CROSS SESSION DIRECT AOV AFTER EXPOSURE Campaign Conversions Chat Average 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 Operational & Staffing for Live Chat Engagement, Campaign, LoB, End-Point (Source Type) CROSS SESSION DIRECT REVENUE AFTER EXPOSURE / CROSS SESSION DIRECT CONVERSIONS AFTER EXPOSURE
CROSS SESSION DIRECT CONVERSIONS AFTER ENGAGEMENT Campaign Conversions Chat Number 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 Operational & Staffing for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
CROSS SESSION DIRECT CONVERSIONS AFTER EXPOSURE Campaign Conversions Chat Number 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 Operational & Staffing for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
CROSS SESSION DIRECT REVENUE AFTER ENGAGEMENT Campaign Conversions Chat Total 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 Chat Engagement, Campaign, LoB, End-Point (Source Type)
CROSS SESSION DIRECT REVENUE AFTER EXPOSURE Campaign Conversions Chat Total 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 Chat Engagement, Campaign, LoB, End-Point (Source Type)
CSAT / CSAT SCORE Surveys Chat Customer satisfaction score Operational & Staffing for Live Chat Agent, Group, Skill CSAT POSTIVIE ANSWER COUNT / ANSWERED QUESTIONS CSAT
CSAT POSITIVE ANSWER COUNT Surveys Chat Number 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 setup Operational & Staffing for Live Chat Agent, Group, Skill
CUMULATIVE ENGAGED CHAT TIME Agent Utilization Chat Cumulative 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 Chat Agent, Group, Skill, Engagement, Campaign, LoB
DIRECT GOAL REACHED RATE AFTER ENGAGEMENT Campaign Conversions Chat Percentage of goals achieved after engagement out of all consumers that were exposed to an engagement. Does not include conversion goals. Operational & Staffing for Live Chat Engagement, Campaign, LoB, End-Point (Source Type) DIRECT GOALS REACHED AFTER ENGAGEMENT / ENGAGED
DIRECT GOAL REACHED RATE AFTER EXPOSURE (SKILL CAMP) Campaign Conversions Chat Percentage 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 Chat Engagement, Campaign, LoB, End-Point (Source Type) DIRECT GOALS REACHED AFTER EXPOSURE / CHAT EXPOSED (SKILL CAMP)
DIRECT GOAL REACHED RATE AFTER EXPOSURE (SKILL ENG) Campaign Conversions Chat Percentage 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 Chat Engagement, Campaign, LoB, End-Point (Source Type) DIRECT GOALS REACHED AFTER EXPOSURE / CHAT EXPOSED (SKILL ENG)
DIRECT GOAL REACHED RATE AFTER EXPOSURE (SKILL) Campaign Conversions Chat Percentage 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 Chat Engagement, Campaign, LoB, End-Point (Source Type) DIRECT GOALS REACHED AFTER EXPOSURE / CHAT EXPOSED (SKILL)
DIRECT GOALS REACHED AFTER ENGAGEMENT Campaign Conversions Chat Number of goals reached after engagement. Does not include conversion goals Operational & Staffing for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
DIRECT GOALS REACHED AFTER EXPOSURE Campaign Conversions Chat Number of direct campaign goals reached after exposure. Does not include conversion goals Operational & Staffing for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
ENGAGED Campaign Funnel Chat Number of sessions which included at least one engagement during their session Operational & Staffing for Live Chat Skill, Engagement, Campaign, End-Point (Source Type)
ENGAGED RATE (BRAND) Campaign Funnel Chat The percentage (%) of consumers exposed that were then engaged (calculated at the Brand level) Operational & Staffing for Live Chat Skill, Engagement, Campaign, End-Point (Source Type) ENGAGED / EXPOSED (BRAND)
ENGAGED RATE (CAMP) Campaign Funnel Chat The percentage (%) of consumers exposed that were then engaged (calculated at the Campaign level) Operational & Staffing for Live Chat Skill, Engagement, Campaign, End-Point (Source Type) ENGAGED / EXPOSED (CAMP)
ENGAGED RATE (LOB) Campaign Funnel Chat The percentage (%) of consumers exposed that were then engaged (calculated at the LOB level) Operational & Staffing for Live Chat Skill, Engagement, Campaign, End-Point (Source Type) ENGAGED / EXPOSED (LOB)
ENGAGED TIME Agent Status Chat Total time spent by agent engaging with one or more consumers Operational & Staffing for Live Chat Agent, Group
ENGAGED TIME RATE Agent Status Chat The percentage (%) of time agents were engaged in one or more chats out of the logged in time Operational & Staffing for Live Chat Agent, Group ENGAGED TIME / LOGGED IN TIME
ENGAGEMENTS Campaign Funnel Chat Number of interactive live chats, connected messaging engagements, and clicks on content Operational & Staffing for Live Chat Skill, Engagement, Campaign, End-Point (Source Type)
IN SESSION DIRECT AOV AFTER ENGAGEMENT Campaign Conversions Chat Average 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 session Operational & Staffing for Live Chat Engagement, Campaign, LoB, End-Point (Source Type) IN SESSION DIRECT REVENUE AFTER ENGAGEMENT / IN SESSION DIRECT CONVERSIONS AFTER ENGAGEMENT
IN SESSION DIRECT AOV AFTER EXPOSURE Campaign Conversions Chat Average 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 session Operational & Staffing for Live Chat Engagement, Campaign, LoB, End-Point (Source Type) IN SESSION DIRECT REVENUE AFTER EXPOSURE / IN SESSION DIRECT CONVERSIONS AFTER EXPOSURE
IN SESSION DIRECT CONVERSIONS AFTER ENGAGEMENT Campaign Conversions Chat Number of direct conversions achieved after an engagement in the same session Operational & Staffing for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
IN SESSION DIRECT CONVERSIONS AFTER EXPOSURE Campaign Conversions Chat Number of direct conversions achieved after an exposure in the same session Operational & Staffing for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
IN SESSION DIRECT REVENUE AFTER ENGAGEMENT Campaign Conversions Chat Total direct revenue achieved after engagements. Engagement and purchase happened in the same session Operational & Staffing for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
IN SESSION DIRECT REVENUE AFTER EXPOSURE Campaign Conversions Chat Total direct revenue achieved after exposures. Exposure and purchase happened in the same session Operational & Staffing for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
INDIRECT GOALS REACHED AFTER ENGAGEMENT Campaign Conversions Chat Number 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 engagement Operational & Staffing for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
INDIRECT GOALS REACHED AFTER EXPOSURE Campaign Conversions Chat Number 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 engagement Operational & Staffing for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
INTERACTIVE CHAT RATE Agent Productivity Chat The percentage (%) of interactive Chat engagements out of the total number of connected Chat engagements Operational & Staffing for Live Chat Agent, Group, Skill, Engagement, Campaign, LoB INTERACTIVE CHATS / CONNECTED CHATS
INTERACTIVE CHATS Agent Productivity Chat Number of Chat engagements during which consumers entered at least one text line Operational & Staffing for Live Chat Agent, Group, Skill, Engagement, Campaign, LoB
INTERACTIVE ENGAGEMENTS PER HOUR Agent Productivity Chat Average number of interactive engagements agents handled during their labor time Operational & Staffing for Live Chat Agent, Group INTERACTIVE ENGAGEMENTS / LABOR TIME * 24
LABOR TIME Agent Status Chat Cumulative time ([h]:mm) agents were in Online state plus the engaged time in the Away state or Back Soon state Operational & Staffing for Live Chat Agent, Group
LABOR TIME RATE Agent Status Chat The percentage (%) of the labor time out of the logged in time Operational & Staffing for Live Chat Agent, Group LABOR TIME / LOGGED IN TIME
LOGGED IN TIME Agent Status Chat Cumulative agents logged in time (hh:mm) Operational & Staffing for Live Chat Agent, Group
MAX TIME TO ABANDON CHAT Queue Health Chat Maximum time ([h]:mm) it took a consumer to abandon the queue after accepting a Chat engagement offer, and before being connected to an agent Operational & Staffing for Live Chat Skill, Engagement, Campaign, LoB
MAX. TIME TO ANSWER CHAT Queue Health Chat Maximum time ([h]:mm) from when consumers entered the queue to when they connected to an agent Operational & Staffing for Live Chat Skill, Engagement, Campaign, LoB
NO. OF COBROWSE INTERACTIVE SESSIONS (CHAT) Agent Productivity Chat Number of CoBrowse interactive sessions that occurred within a chat. An interactive session involves participation of both agent and consumer, and lasts 60 seconds or more Operational & Staffing for Live Chat Agent, Group, Skill, Engagement, Campaign, LoB
NO. OF SECURE FORM (PCI) SENT (CHAT) Agent Productivity Chat Number of secure forms sent by an agent to a consumer during a chat Operational & Staffing for Live Chat Agent, Group, Skill, Engagement, Campaign, LoB
NO. OF SECURE FORM (PCI) SUBMITTED (CHAT) Agent Productivity Chat Number of secure forms completed and submitted back to the agent by a consumer during a chat Operational & Staffing for Live Chat Agent, Group, Skill, Engagement, Campaign, LoB
NO. OF SECURE FORM (PCI) VIEWED (CHAT) Agent Productivity Chat Number of secure forms viewed by the consumer during a chat Operational & Staffing for Live Chat Agent, Group, Skill, Engagement, Campaign, LoB
NON ENGAGED RATE Agent Utilization Chat The percentage (%) of the cumulative time agents were not engaged out of logged in time Operational & Staffing for Live Chat Agent, Group NON ENGAGED TIME / LOGGED IN TIME
NON ENGAGED TIME Agent Utilization Chat Total time an agent was not engaged with any consumer Operational & Staffing for Live Chat Agent, Group LOGGED IN TIME - ENGAGED TIME
NON-INTERACTIVE CHATS Agent Productivity Chat Number of Chat engagements connected to an agent during which consumers did not enter any line in chat Operational & Staffing for Live Chat Agent, Group, Skill, Engagement, Campaign, LoB
OCCUPANCY RATE Agent Utilization Chat The percentage (%) of time the agent spent in the Online state while actively engaged (Occupied) Operational & Staffing for Live Chat Agent, Group ONLINE TIME ENG. / ONLINE
OFFLINE ENGAGEMENT VIEWS Campaign Funnel Chat Number of times an offline chat engagement offer was presented to a consumer Operational & Staffing for Live Chat Skill, Engagement, Campaign, LoB, End-Point (Source Type)
OFFLINE OFFERS ACCEPTED Campaign Funnel Chat Number of busy chat engagement offers that were clicked by consumers Operational & Staffing for Live Chat Skill, Engagement, Campaign, LoB, End-Point (Source Type)
ONLINE Agent Status Chat Cumulative 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 Chat Agent, Group
ONLINE ENGAGEMENT VIEWS Campaign Funnel Chat Number of times an online chat engagement offer was presented to a consumer Operational & Staffing for Live Chat Skill, Engagement, Campaign, LoB, End-Point (Source Type)
ONLINE OFFERS ACCEPTED Campaign Funnel Chat Number of times a consumer clicked on an offline chat engagement offer Operational & Staffing for Live Chat Skill, Engagement, Campaign, LoB, End-Point (Source Type)
ONLINE RATE Agent Status Chat The percentage (%) of time the agent spent in the Online state out of the logged in time Operational & Staffing for Live Chat Agent, Group ONLINE / LOGGED IN TIME
ONLINE TIME ENG. Agent Utilization Chat Cumulative time ([h]:mm) agents were in the Online state and engaged Operational & Staffing for Live Chat Agent, Group
QUESTION COMPLETION RATE Surveys Chat The percentage (%) of times a question was completed out of the total number of surveys completed Operational & Staffing for Live Chat Agent, Group, Skill ANSWERED QUESTIONS / COMPELETED SURVEY
REQUESTED CHATS Campaign Funnel Chat Number of consumers who clicked on a Chat engagement offer and entered the queue, including transfers Operational & Staffing for Live Chat Skill, Engagement, Campaign, LoB
SURVEY COMPLETION RATE Surveys Chat The percentage (%) of completed survey forms out of viewed survey forms Operational & Staffing for Live Chat Agent, Group, Skill COMPLETED SURVEY / VIEWED SURVEY
SURVEY FORMS Surveys Chat Number of different survey forms viewed or completed. Each survey form is counted once Operational & Staffing for Live Chat Agent, Group, Skill
TOTAL DIRECT AOV AFTER ENGAGEMENT Campaign Conversions Chat Average of the total direct revenue achieved after engagements out of the number of purchase transactions completed after engagement Operational & Staffing for Live Chat Engagement, Campaign, LoB, End-Point (Source Type) TOTAL DIRECT REVENUE AFTER ENGAGEMENT / TOTAL DIRECT CONVERSIONS AFTER ENGAGEMENT
TOTAL DIRECT AOV AFTER EXPOSURE Campaign Conversions Chat Average of the total direct revenue achieved after exposures out of the number of purchase transactions completed after exposures Operational & Staffing for Live Chat Engagement, Campaign, LoB, End-Point (Source Type) TOTAL DIRECT REVENUE AFTER EXPOSURE / TOTAL DIRECT CONVERSIONS AFTER EXPOSURE
TOTAL DIRECT CONVERSION RATE AFTER ENGAGEMENT Campaign Conversions Chat Percentage of direct conversions achieved after or during an engagement out of all sessions containing an engagement Operational & Staffing for Live Chat Engagement, Campaign, LoB, End-Point (Source Type) TOTAL DIRECT CONVERSIONS AFTER ENGAGEMENTS / ENGAGED
TOTAL DIRECT CONVERSION RATE AFTER EXPOSURE (SKILL CAMP) Campaign Conversions Chat Percentage 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 Chat Skill, Campaign TOTAL DIRECT CONVERSIONS AFTER EXPOSURE / CHAT EXPOSED (SKILL CAMP)
TOTAL DIRECT CONVERSION RATE AFTER EXPOSURE (SKILL ENG) Campaign Conversions Chat Percentage 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 Chat Skill, Engagement TOTAL DIRECT CONVERSIONS AFTER EXPOSURE / CHAT EXPOSED (SKILL ENG)
TOTAL DIRECT CONVERSION RATE AFTER EXPOSURE (SKILL) Campaign Conversions Chat Percentage 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 Chat Skill TOTAL DIRECT CONVERSIONS AFTER EXPOSURE / CHAT EXPOSED (SKILL)
TOTAL DIRECT CONVERSIONS AFTER ENGAGEMENT Campaign Conversions Chat Total number of direct conversions achieved after engagement Operational & Staffing for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
TOTAL DIRECT CONVERSIONS AFTER EXPOSURE Campaign Conversions Chat Total number of direct conversions achieved after exposure Operational & Staffing for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
TOTAL DIRECT REVENUE AFTER ENGAGEMENT Campaign Conversions Chat Total direct revenue achieved from all Campaigns after engagement Operational & Staffing for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
TOTAL DIRECT REVENUE AFTER EXPOSURE Campaign Conversions Chat Total direct revenue achieved from all Campaigns after exposure Operational & Staffing for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
TOTAL ENGAGEMENTS PER HOUR Agent Productivity Chat Total number of interactive and non-interactive engagements divided by the number of labor hours Operational & Staffing for Live Chat Agent, Group (INTERACTIVE ENG. + NON-INTERACTIVE ENG.) / LABOR TIME * 24
TOTAL INDIRECT CONVERSIONS AFTER ENGAGEMENT Campaign Conversions Chat Total 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 Chat Engagement, Campaign, LoB, End-Point (Source Type)
TOTAL INDIRECT CONVERSIONS AFTER EXPOSURE Campaign Conversions Chat Total 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 Chat Engagement, Campaign, LoB, End-Point (Source Type)
TOTAL INDIRECT REVENUE AFTER ENGAGEMENT Campaign Conversions Chat Total indirect revenue achieved. The indirect revenue is generated by conversions from engagements that achieved goals not attached to Campaigns. Operational & Staffing for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
TOTAL INDIRECT REVENUE AFTER EXPOSURE Campaign Conversions Chat Total indirect revenue achieved. The indirect revenue is generated by conversions from exposures that achieved goals not attached to Campaigns. Operational & Staffing for Live Chat Engagement, Campaign, LoB, End-Point (Source Type)
VIEWED SURVEY Surveys Chat Number of survey forms viewed by consumers Operational & Staffing for Live Chat Agent, Group, Skill
AVG. MANUAL SLA TIME Agent Productivity Messaging Average of time ([mm]:ss) set by agents when performing manual SLA during messaging conversation. Performance Dashboard for Messaging Agent, Group,Skill (SLA_TIME_DUE_DAYS) / (NO. OF MANUAL SLA ACTIONS PERFORMED)
Analytics Builder 4.4 Messaging The Analytics Builder deployed version Performance Dashboard for Messaging
NO. OF MANUAL SLA ACTIONS PERFORMED Agent Productivity Messaging Number of manual SLA actions performed by an agent during messaging conversation. Performance Dashboard for Messaging Agent, Group,Skill Sum(AGENT_SLA)
ABANDONED CONVERSATIONS Consumer Experience Messaging 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) cannot be marked as abandoned, even if the consumer did not respond to an agent message Performance Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type)
ABANDONED RATE Consumer Experience Messaging Percentage of abandoned conversations out of the total number of closed conversations Performance Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type) ABANDONED CONVERSATIONS / CLOSED CONVERSATIONS
ABANDONED SEGMENTS (AGENT) Agent Segments Messaging The 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 Dashboard for Messaging Agent, Group, Skill, User Type, Agent Segment Start Reason, Agent Segment End Reason, Engagement, Campaign, End-Point (Source type), Source, Consumer Device
ABANDONED SEGMENTS (SKILL) Skill Segments Messaging The 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 Dashboard for Messaging Skill, Skill Segment Start Reason, Skill Segment End Reason, Engagement, Campaign, End-Point (Source Type), Source, Consumer Device
ABANDONED SEGMENTS - IN QUEUE (SKILL) Skill Segments Messaging The 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 Dashboard for Messaging Skill, Skill Segment Start Reason, Skill Segment End Reason, Engagement, Campaign, End-Point (Source Type), Source, Consumer Device
ABANDONED SEGMENTS RATE (AGENT) Agent Segments Messaging The percentage of abandoned segments out of the total segments assigned to the agent. Performance Dashboard for Messaging Agent, Group, Skill, User Type, Agent Segment Start Reason, Agent Segment End Reason, Engagement, Campaign, End-Point (Source type), Source, Consumer Device ABANDONED SEGMENTS (AGENT) / AGENT SEGMENTS
ABANDONED SEGMENTS RATE (SKILL) Skill Segments Messaging The percentage of abandoned segments out of the total segments assigned to the skill. Performance Dashboard for Messaging Skill, Skill Segment Start Reason, Skill Segment End Reason, Engagement, Campaign, End-Point (Source Type), Source, Consumer Device ABANDONED SEGMENTS (SKILL) / SKILL SEGMENTS
ACTIVE CONSUMERS Consumer Experience Messaging The 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 conversation Performance Dashboard for Messaging Skill, Engagement, Campaign, LoB, End-Point (Source Type) COUNT DISTINCT CONSUMERS
ACTIVE CONVERSATION RATIO Agent Utilization Messaging The percentage (%) of active conversations assigned to agents out of the total number of assigned conversations. Performance Dashboard for Messaging Agent, Group
AGENT ASSIGNMENT RATE Agent Segments Messaging The percentage of assignments to agent out of the total assignments to the agent? skill. Performance Dashboard for Messaging Agent, Group, Skill, User Type, Agent Segment Start Reason, Agent Segment End Reason, Engagement, Campaign, End-Point (Source type), Source, Consumer Device AGENT SEGMENTS / ASSIGNMENTS TO SKILL
AGENT OR CONSUMER CLOSE RATE Repeat Contact Rate Messaging The percentage (%) of conversations closed by agents and consumers compared to the total number of closed conversations Performance Dashboard for Messaging Agent, Group, Skill, Campaign, Source Type (NO. OF CONVERSATIONS CLOSED BY AGENT+NO. OF CONVERSATIONS CLOSED BY CONSUMER)/CLOSED CONVERSATIONS
AGENT RESPONSES PER CLOSED CONVERSATIONS Agent Productivity Messaging Average number of responses provided by agent per closed conversation Performance Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type) TOTAL NO. OF AGENT RESPONSES / CLOSED COVNERSATIONS
AGENT SEGMENTS Agent Segments Messaging The number of times conversations were assigned to an agent. A conversation may be assigned more than once to a given agent. Performance Dashboard for Messaging Agent, Group, Skill, User Type, Agent Segment Start Reason, Agent Segment End Reason, Engagement, Campaign, End-Point (Source type), Source, Consumer Device
AGENT TO AGENT TRANSFERS Agent Productivity Messaging Total number of transfers to an Agent. The transfer is attributed to the skill from which the transfer was initiated and agent who initiated the transfer Performance Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type)
AVERAGE NO. OF ACTIVE CONVERSATIONS Agent Utilization Messaging The 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 Dashboard for Messaging Agent, Group
AVERAGE NO. OF ASSIGNED CONVERSATIONS Agent Utilization Messaging The average number of conversations concurrently assigned to an agent. Performance Dashboard for Messaging Agent, Group
AVG. ACTIONABLE UNASSIGNED CONVERSATIONS Queue Health Messaging The average number of actionable conversation in queue.Filterable by Skill. Performance Dashboard for Messaging Skill AN 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 Health Messaging The 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 Dashboard for Messaging Skill AN 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 Health Messaging The 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 Dashboard for Messaging Skill AN 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 Health Messaging The 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 Dashboard for Messaging Skill AN HOURLY AVERAGE OF A frequent SNAPSHOT OF EACH SKILL-QUEUE. EACH SNAPSHOT REPORTS ON THE NUMBER OF CONVERSATIONS IN QUEUE.
AVG. AGENT LOAD Agent Utilization Messaging The 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 Dashboard for Messaging Agent, Group
AVG. CONSUMER RESPONSE TIME Consumer Experience Messaging Average 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 Agent Performance Dashboard for Messaging Skill, Engagement, Campaign, LoB, End-Point (Source Type)
AVG. CONVERSATION DURATION Consumer Experience Messaging Average duration of conversions, from open time to close time. Attributed to the agent, group and skill at the time the conversation was closed Performance Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type)
AVG. NO. OF AGENT RESPONSES IN SEGMENT (AGENT) Agent Segments Messaging Average number of responses provided by agent during an agent-segment Performance Dashboard for Messaging Agent, Group, Skill, User Type, Agent Segment Start Reason, Agent Segment End Reason, Engagement, Campaign, End-Point (Source type), Source, Consumer Device
AVG. NO. OF CONSUMER RESPONSES IN SEGMENT (AGENT) Agent Segments Messaging Average number of responses provided by consumers to an agent's message during an agent-segment Performance Dashboard for Messaging Agent, Group, Skill, User Type, Agent Segment Start Reason, Agent Segment End Reason, Engagement, Campaign, End-Point (Source type), Source, Consumer Device
AVG. NOT ACTIONABLE UNASSIGNED CONVERSATIONS Queue Health Messaging The average number of not-actionable conversation in queue.Filterable by Skill. Performance Dashboard for Messaging Skill AN 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 Health Messaging The 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 Dashboard for Messaging Skill AN 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 Health Messaging The 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 Dashboard for Messaging Skill AN HOURLY AVERAGE OF A frequent SNAPSHOT OF EACH SKILL-QUEUE. EACH SNAPSHOT REPORTS ON THE NUMBER OF CONVERSATIONS IN QUEUE.
AVG. RESPONSE TIME BY AGENT Agent Responsiveness Messaging Average time taken by the agent to respond to a consumer message. Time is measured from the first of consecutive messages sent by a consumer Performance Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type)
AVG. SEGMENT DURATION (AGENT) Agent Segments Messaging Average 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 Dashboard for Messaging Agent, Group, Skill, User Type, Agent Segment Start Reason, Agent Segment End Reason, Engagement, Campaign, End-Point (Source type), Source, Consumer Device
AVG. SEGMENT DURATION (SKILL) Skill Segments Messaging Average 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 Dashboard for Messaging Skill, Skill Segment Start Reason, Skill Segment End Reason, Engagement, Campaign, End-Point (Source Type), Source, Consumer Device
AVG. TIME TO FIRST RESPONSE FROM AGENT ASSIGNMENT Agent Responsiveness Messaging The 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 Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type)
AVG. TIME TO FIRST RESPONSE FROM AGENT ASSIGNMENT - AFTER TRANSFER Agent Responsiveness Messaging The 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 Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type)
AVG. TIME TO FIRST RESPONSE FROM AGENT ASSIGNMENT - FOR NEW CONVERSATION Agent Responsiveness Messaging The 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 Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type)
AVG. TIME TO FIRST RESPONSE IN SEGMENT Agent Segments Messaging The 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 Dashboard for Messaging Agent, Group, Skill, User Type, Agent Segment Start Reason, Agent Segment End Reason, Engagement, Campaign, End-Point (Source type), Source, Consumer Device
AVG. TIME TO RESPONSE FROM AGENT ASSIGNMENT Agent Responsiveness Messaging The 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 conversation Performance Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type)
AVG. TIME TO RESPONSE IN SEGMENT Agent Segments Messaging The 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 Dashboard for Messaging Agent, Group, Skill, User Type, Agent Segment Start Reason, Agent Segment End Reason, Engagement, Campaign, End-Point (Source type), Source, Consumer Device
AVG. UNASSIGNED CONVERSATIONS Queue Health Messaging The average number of unassigned conversations (in-queue).Filterable by Skill. Performance Dashboard for Messaging Skill AN 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 ASSIGNMENT Queue Health Messaging The 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 Dashboard for Messaging Skill, Skill Segment Start Reason, Skill Segment End Reason, Engagement, Campaign, End-Point (Source Type), Source, Consumer Device
AVG. WAIT TIME FOR FIRST AGENT RESPONSE Consumer Experience Messaging The 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 Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type)
AVG. WAIT TIME FOR FIRST AGENT RESPONSE - FIRST TIME CONVERSATIONS Consumer Experience Messaging The 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 Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type)
AVG. WAIT TIME FOR FIRST HUMAN AGENT RESPONSE Consumer Experience Messaging The 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 Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type)
AVG. WAIT TIME FOR FIRST HUMAN AGENT RESPONSE - FROM BOT ESCALATION Consumer Experience Messaging The 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 Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type)
AVG. WAIT TIME TO FIRST HUMAN AGENT RESPONSE - AFTER TRANSFER Consumer Experience Messaging The 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 Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type)
AWAY Agent Status Messaging Cumulative time ([h]:mm) in Away state. Can be viewed and filtered by the AWAY REASON attribute. Performance Dashboard for Messaging Agent, Group
AWAY (TOTAL) Agent Status Messaging Combined time (in hours) that the agent was not available (in the Away and Back Soon states) Performance Dashboard for Messaging Agent, Group AWAY + BACK SOON
AWAY RATE Agent Status Messaging Percentage (%) of time spent by agents in Away state out of the logged in time Performance Dashboard for Messaging Agent, Group AWAY / LOGGED IN TIME
AWAY TIME ENG. Agent Utilization Messaging Cumulative time ([h]:mm) in Away state but engaged Performance Dashboard for Messaging Agent, Group
AWAY TOTAL RATE Agent Status Messaging The percentage (%) of logged in time that the agent was in either the Away or Back Soon states (combined total of Away + Back Soon) Performance Dashboard for Messaging Agent, Group AWAY (TOTAL) / LOGGED IN TIME
BACK SOON Agent Status Messaging Cumulative time ([h]:m m) in Back Soon state Performance Dashboard for Messaging Agent, Group
BACK SOON RATE Agent Status Messaging Percentage (%) of time spent by agents in Back Soon state out of the logged in time Performance Dashboard for Messaging Agent, Group BACK SOON / LOGGED IN TIME
BACK TO QUEUE TRANSFER RATE Repeat Contact Rate Messaging The percentage (%) of conversations transfers back to the queue. Performance Dashboard for Messaging Agent, Group, Skill, Campaign, Source Type BACK TO QUEUE TRANSFERS/HANDLED CONVERSATIONS
BACK TO QUEUE TRANSFERS Agent Productivity Messaging Total 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 transfer Performance Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type)
CLOSED CONVERSATIONS Agent Productivity Messaging Number of conversations closed by agent, consumer or the system Performance Dashboard for Messaging Agent, 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
CSAT (AGENT AND SKILL) Surveys Messaging The 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 Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type)
CSAT (BRAND) Surveys Messaging The 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 Dashboard for Messaging Skill, Engagement, Campaign, LoB, End-Point (Source Type)
FCR (AGENT AND SKILL) Surveys Messaging The 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 Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type)
FCR (BRAND) Surveys Messaging The percentage of answers Yes out of the total responses submitted by consumers to a predefined FCR question type. Calculated at the Brand level. Performance Dashboard for Messaging Skill, Engagement, Campaign, LoB, End-Point (Source Type)
HANDLED CONSUMERS Agent Productivity Messaging The number of consumers who received a message from an agent during the selected timeframe Performance Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type)
HANDLED CONVERSATIONS BY HUMAN Agent Productivity Messaging The number of conversations in which the agent sent at least one message during the selected timeframe. Performance Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type)
HANDLED CONVERSATIONS PER LOGIN HOUR Agent Productivity Messaging The average number of conversations an agent handled during their time logged into Conversational Cloud platform. Performance Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type) HANDLED CONVERSATIONS / LOGGED IN TIME
INTERACTIVE CONVERSATIONS Consumer Experience Messaging Number of conversations during which the consumers responded at least once to an agent message Performance Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type)
INTERACTIVE RATE Consumer Experience Messaging Percentage of interactive conversations out of the total number of closed conversations Performance Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type) INTERACTIVE CONVERSATIONS / CLOSED CONVERSATIONS
INTERACTIVE SEGMENTS (AGENT) Agent Segments Messaging The number of agent-segments which included at least one response from the consumer to an agent? message. Performance Dashboard for Messaging Agent, Group, Skill, User Type, Agent Segment Start Reason, Agent Segment End Reason, Engagement, Campaign, End-Point (Source type), Source, Consumer Device
INTERACTIVE SEGMENTS (SKILL) Skill Segments Messaging The 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 Dashboard for Messaging Skill, Skill Segment Start Reason, Skill Segment End Reason, Engagement, Campaign, End-Point (Source Type), Source, Consumer Device
INTERACTIVE SEGMENTS RATE (AGENT) Agent Segments Messaging The percentage of interactive segments out of the total segments assigned to the agent. Performance Dashboard for Messaging Agent, Group, Skill, User Type, Agent Segment Start Reason, Agent Segment End Reason, Engagement, Campaign, End-Point (Source type), Source, Consumer Device INTERACTIVE SEGMENTS (AGENT) / AGENT SEGMENTS
INTERACTIVE SEGMENTS RATE (SKILL) Skill Segments Messaging The percentage of interactive segments out of all the segments assigned to the skill Performance Dashboard for Messaging Skill, Skill Segment Start Reason, Skill Segment End Reason, Engagement, Campaign, End-Point (Source Type), Source, Consumer Device INTERACTIVE SEGMENTS (SKILL) / SKILL SEGMENTS
LOGGED IN TIME Agent Status Messaging Cumulative agents logged in time (hh:mm) Performance Dashboard for Messaging Agent, Group
MAX. AGENT LOAD Agent Utilization Messaging The 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 Dashboard for Messaging Agent, Group
MAX. WAIT TIME FOR AGENT ASSIGNMENT Queue Health Messaging The 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 Dashboard for Messaging Skill, Skill Segment Start Reason, Skill Segment End Reason, Engagement, Campaign, End-Point (Source Type), Source, Consumer Device
MCS Consumer Experience Messaging Meaningful Connection Score (MCS - an automated, real time measurement of consumer sentiment) for closed conversations, including unassigned conversations Performance Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type) AVERAGE OF 3 POSSIBLE MCS VALUES:/N1) POSITIVE = 100/N2) NEUTRAL = 0/N3) NEGATIVE = -100
MIN AGENT LOAD Agent Utilization Messaging The 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 Dashboard for Messaging Agent, Group
NO. OF CONVERSATIONS CLOSED BY AGENT Agent Productivity Messaging Number of conversations that were closed by agents Performance Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type)
NO. OF CONVERSATIONS CLOSED BY CONSUMER Agent Productivity Messaging Number of conversations closed by consumers Performance Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type)
NO. OF CONVERSATIONS CLOSED BY SYSTEM Agent Productivity Messaging Number of conversations closed by the system Performance Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type)
NO. OF CONVERSATIONS OPENED BY AGENT Agent Productivity Messaging Number of conversations resumed (opened) by agents Performance Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type)
NO. OF CONVERSATIONS OPENED BY CONSUMER Consumer Experience Messaging Number of conversations opened by consumers. This KPI is assigned to skill (not agent) Performance Dashboard for Messaging Skill, Engagement, Campaign, LoB, End-Point (Source Type)
NO. OF OPENED CONVERSATIONS Consumer Experience Messaging Number of opened conversations by either Agents or Consumers Performance Dashboard for Messaging Skill, Engagement, Campaign, LoB, End-Point (Source Type) NO. OF CONVERSATIONS OPENED BY CONSUMER + NO. OF CONVERSATIONS OPENED BY AGENT
NON - INTERACTIVE CONVERSATIONS Consumer Experience Messaging Number 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 Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type)
NON - INTERACTIVE RATE Consumer Experience Messaging Percentage of non-interactive conversations out of the total number of closed conversations Performance Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type) NON - INTERACTIVE CONVERSATIONS / CLOSED CONVERSATIONS
NPS (AGENT AND SKILL) Surveys Messaging The 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. Performance Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type)
NPS (BRAND) Surveys Messaging The Net Promoter Score, based on a scale of 0 to 10 and derived from the predefined NPS question type. Calculated at the Brand level. Performance Dashboard for Messaging Skill, Engagement, Campaign, LoB, End-Point (Source Type)
ONLINE Agent Status Messaging Cumulative 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 Dashboard for Messaging Agent, Group
ONLINE RATE Agent Status Messaging The percentage (%) of time the agent spent in the Online state out of the logged in time Performance Dashboard for Messaging Agent, Group ONLINE / LOGGED IN TIME
RCR 0-3 DAYS Repeat Contact Rate Messaging Percentage of Closed Conversations where the same ConsumerID opened a subsequent conversation between 0 to 3 days. Performance Dashboard for Messaging Agent, Group, Skill, Campaign, Source Type REPEAT 0-3 DAYS/CLOSED CONVERSATIONS
RCR 1 DAY Repeat Contact Rate Messaging Percentage of Closed Conversations where the same ConsumerID opened a subsequent conversation between 1 hour and 1 day. Performance Dashboard for Messaging Agent, Group, Skill, Campaign, Source Type REPEAT 1 DAY/CLOSED CONVERSATIONS
RCR 1 HOUR Repeat Contact Rate Messaging Percentage of Closed Conversations where the same ConsumerID opened a subsequent conversation within 1 hour. Performance Dashboard for Messaging Agent, Group, Skill, Campaign, Source Type REPEAT 1 HOUR/CLOSED CONVERSATIONS
RCR 14 DAY Repeat Contact Rate Messaging Percentage of Closed Conversations where the same ConsumerID opened a subsequent conversation between 7 day and 14 days. Performance Dashboard for Messaging Agent, Group, Skill, Campaign, Source Type REPEAT 14 DAYS/CLOSED CONVERSATIONS
RCR 3 DAY Repeat Contact Rate Messaging Percentage of Closed Conversations where the same ConsumerID opened a subsequent conversation between 1 day and 3 days. Performance Dashboard for Messaging Agent, Group, Skill, Campaign, Source Type REPEAT 3 DAYS/CLOSED CONVERSATIONS
RCR 30 DAY Repeat Contact Rate Messaging Percentage of Closed Conversations where the same ConsumerID opened a subsequent conversation between 14 day and 30 days. Performance Dashboard for Messaging Agent, Group, Skill, Campaign, Source Type REPEAT 30 DAYS/CLOSED CONVERSATIONS
RCR 4-30 DAYS Repeat Contact Rate Messaging Percentage of Closed Conversations where the same ConsumerID opened a subsequent conversation between 4 to 30 days. Performance Dashboard for Messaging Agent, Group, Skill, Campaign, Source Type REPEAT 4-30 DAYS/CLOSED CONVERSATIONS
RCR 7 DAY Repeat Contact Rate Messaging Percentage of Closed Conversations where the same ConsumerID opened a subsequent conversation between 3 day and 7 days Performance Dashboard for Messaging Agent, Group, Skill, Campaign, Source Type REPEAT 7 DAYS/CLOSED CONVERSATIONS
RCR FOR SAME SKILL 0-30 DAYS Repeat Contact Rate Messaging The Total number of Closed Conversations where the same ConsumerID opened a subsequent conversation within the same skill between 0-30 days Performance Dashboard for Messaging Agent, Group, Skill, Campaign, Source Type REPEAT SKILL/(RCR 0-3 DAYS+RCR 4-30 DAYS)
RCR FOR SAME SOURCE TYPE 0-30 DAYS Repeat Contact Rate Messaging The Total number of Closed Conversations where the same ConsumerID opened a subsequent conversation within the same skill between 0-30 days Performance Dashboard for Messaging Agent, Group, Skill, Campaign, Source Type REPEAT SOUURCE TYPE /(RCR 0-3 DAYS+RCR 4-30 DAYS)
REPEAT 0-3 DAYS Repeat Contact Rate Messaging Total number of Closed Conversations where the same ConsumerID opened a subsequent conversation up to 3 days. Performance Dashboard for Messaging Agent, Group, Skill, Campaign, Source Type Repeat 1 Hour+Repeat 1 Day+Repeat 3 Days
REPEAT 0-30 DAYS Repeat Contact Rate Messaging Total number of Closed Conversations where the same ConsumerID opened a subsequent conversation up to 30 days. Performance Dashboard for Messaging Agent, Group, Skill, Campaign, Source Type (REPEAT 0-3 DAYS)+(REPEAT 4-30 DAYS)
REPEAT 1 DAY Repeat Contact Rate Messaging Total 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 Dashboard for Messaging Agent, Group, Skill, Campaign, Source Type
REPEAT 1 HOUR Repeat Contact Rate Messaging Total 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 Dashboard for Messaging Agent, Group, Skill, Campaign, Source Type
REPEAT 14 DAYS Repeat Contact Rate Messaging Total 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 Dashboard for Messaging Agent, Group, Skill, Campaign, Source Type
REPEAT 3 DAYS Repeat Contact Rate Messaging Total 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 Dashboard for Messaging Agent, Group, Skill, Campaign, Source Type
REPEAT 30 DAYS Repeat Contact Rate Messaging Total 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 Dashboard for Messaging Agent, Group, Skill, Campaign, Source Type
REPEAT 4-30 DAYS Repeat Contact Rate Messaging Total number of Closed Conversations where the same ConsumerID opened a subsequent conversation between 7 to 30 days. Performance Dashboard for Messaging Agent, Group, Skill, Campaign, Source Type Repeat 7 Days+Repeat 14 Days+Repeat 30 Days
REPEAT 7 DAYS Repeat Contact Rate Messaging Total 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 Dashboard for Messaging Agent, Group, Skill, Campaign, Source Type
REPEAT OTHER SKILL Repeat Contact Rate Messaging The Total number of Closed Conversations where the same ConsumerID opened a subsequent conversation with the other skill between 0-30 days Performance Dashboard for Messaging Agent, Group, Skill, Campaign, Source Type (REPEAT 0-30 DAYS)-(REPEAT SKILL)
REPEAT SKILL Repeat Contact Rate Messaging The Total number of Closed Conversations where the same ConsumerID opened a subsequent conversation with the same skill between 0-30 days Performance Dashboard for Messaging Agent, Group, Skill, Campaign, Source Type
REPEAT SOURCE TYPE Repeat Contact Rate Messaging The Total number of Closed Conversations where the same ConsumerID opened a subsequent conversation within the same source. Performance Dashboard for Messaging Agent, Group, Skill, Campaign, Source Type
RESOLUTION RATE 0-3 DAYS Repeat Contact Rate Messaging Percentage of Closed Conversations where the same ConsumerID DID NOT OPEN a subsequent conversation within 3 days. Performance Dashboard for Messaging Agent, Group, Skill, Campaign, Source Type 1- (RCR 0-3 DAYS)
SALES AOV Campaign Conversions Messaging The average revenue generated by the orders placed after or during a messaging conversation which reached a sell product / service goal Performance Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, End-Point (Source Type)
SALES CONVERSION RATE Campaign Conversions Messaging Percentage of sell product / service goals reached after or during a messaging conversation out of all messaging conversations that were assigned to an agent Performance Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, End-Point (Source Type)
SALES CONVERSIONS Campaign Conversions Messaging Number of sell product / service goals reached during or after a messaging conversation Performance Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, End-Point (Source Type)
SALES REVENUE Campaign Conversions Messaging Total revenue achieved, during or after a messaging conversation, from all transactions which led to a sell product / service goal reached. Performance Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, End-Point (Source Type)
SEGMENTS WITH NON RESPONSIVE AGENTS (AGENT) Agent Segments Messaging The number of agent-segments which ended in a transfer or closed by agent or system with no message from an agent. Performance Dashboard for Messaging Agent, Group, Skill, User Type, Agent Segment Start Reason, Agent Segment End Reason, Engagement, Campaign, End-Point (Source type), Source, Consumer Device
SEGMENTS WITH NON RESPONSIVE AGENTS (SKILL) Skill Segments Messaging The number of skill-segments which ended in a transfer to another skill or closed by agent/system with no message from an agent. Performance Dashboard for Messaging Skill, Skill Segment Start Reason, Skill Segment End Reason, Engagement, Campaign, End-Point (Source Type), Source, Consumer Device
SEGMENTS WITH NON RESPONSIVE CONSUMERS (AGENT) Agent Segments Messaging The number of closed conversations which included no consumer response to an agent's message. Measured during the last agent-segment of the conversation. Performance Dashboard for Messaging Agent, Group, Skill, User Type, Agent Segment Start Reason, Agent Segment End Reason, Engagement, Campaign, End-Point (Source type), Source, Consumer Device
SEGMENTS WITH NON RESPONSIVE CONSUMERS (SKILL) Skill Segments Messaging The 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 Dashboard for Messaging Skill, Skill Segment Start Reason, Skill Segment End Reason, Engagement, Campaign, End-Point (Source Type), Source, Consumer Device
SKILL SEGMENTS Skill Segments Messaging The 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 Dashboard for Messaging Skill, Skill Segment Start Reason, Skill Segment End Reason, Engagement, Campaign, End-Point (Source Type), Source, Consumer Device
SKILL TO SKILL TRANSFER RATE Repeat Contact Rate Messaging The percentage (%) of conversations transfers from skill to skill. Performance Dashboard for Messaging Agent, Group, Skill, Campaign, Source Type SKILL TO SKILL TRANSFERS/HANDLED CONVERSATIONS
SKILL TO SKILL TRANSFERS Agent Productivity Messaging Total number of transfers to a skill. The transfer is attributed to the skill from which the transfer was initiated and agent who initiated the transfer Performance Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type)
SYSTEM CLOSE RATE Repeat Contact Rate Messaging The percentage (%) of conversations closed by the system compared to the total number of closed conversations Performance Dashboard for Messaging Agent, Group, Skill, Campaign, Source Type NO. OF CONVERSATIONS CLOSED BY SYSTEM/CLOSED CONVERSATIONS
TAKEOVER RATE Repeat Contact Rate Messaging The percentage (%) of conversations another agent (user) takesover conversations from a given agent. Performance Dashboard for Messaging Agent, Group, Skill, Campaign, Source Type TAKEOVERS FROM AGENT/OPENED CONVERSATIONS
TAKEOVERS BY AGENT Agent Productivity Messaging The 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 Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type)
TAKEOVERS FROM AGENT Agent Productivity Messaging The 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 Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type)
TOTAL NO. OF AGENT RESPONSES Agent Productivity Messaging Number of responses provided by agent Performance Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type)
TOTAL NO. OF CONSUMER RESPONSES Consumer Experience Messaging Number of responses provided by consumers to an agent's message. This KPI is assigned to skill (not agent). Performance Dashboard for Messaging Skill, Engagement, Campaign, LoB, End-Point (Source Type)
TOTAL NO. OF FIRST RESPONSES Agent Productivity Messaging Number of first responses to conversations Performance Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type)
TOTAL NO. OF FIRST RESPONSES TO FIRST TIME CONVERSATIONS Agent Productivity Messaging Number of first responses by agents to first time consumer conversations Performance Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type)
TOTAL NO. OF MESSAGES SENT BY AGENT Agent Productivity Messaging Number of messages sent by Agent Performance Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type)
TOTAL NO. OF MESSAGES SENT BY CONSUMER Consumer Experience Messaging Number of messages sent by consumers, including unassigned conversations. This KPI is not assigned to a specific agent Performance Dashboard for Messaging Skill, Engagement, Campaign, LoB, End-Point (Source Type)
TOTAL NO. OF MESSAGES SENT BY CONSUMER TO AGENT Consumer Experience Messaging Number of messages sent by consumers, while an Agent was assigned to the conversation. This KPI is not assigned to a specific Agent Performance Dashboard for Messaging Skill, Engagement, Campaign, LoB, End-Point (Source Type)
TOTAL NO. OF TRANSFERS Agent Productivity Messaging Number of transfers. The transfer is attributed to the skill from which the transfer was initiated and agent who initiated the transfer Performance Dashboard for Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type)
WAIT TIME FOR AGENT ASSIGNMENT - 50TH PERCENTILE Queue Health Messaging The 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 Dashboard for Messaging Skill, Skill Segment Start Reason, Skill Segment End Reason, Engagement, Campaign, End-Point (Source Type), Source, Consumer Device
WAIT TIME FOR AGENT ASSIGNMENT - 90TH PERCENTILE Queue Health Messaging The 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 Dashboard for Messaging Skill, Skill Segment Start Reason, Skill Segment End Reason, Engagement, Campaign, End-Point (Source Type), Source, Consumer Device
ABANDONED CHAT RATE Queue Health Chat The percentage (%) of consumers who abandoned the queue out of all consumers that entered the queue Skill Activity for Live Chat Skill, Engagement, Campaign, LoB ABANDONED CHATS / REQUESTED CHATS
ABANDONED CHATS Queue Health Chat Number of times a consumer abandoned the queue while waiting for an agent to connect Skill Activity for Live Chat Skill, Engagement, Campaign, LoB
ANSWER COUNT Surveys Chat The number of times the answer is submitted to the question Skill Activity for Live Chat Agent, Group, Skill
ANSWER RATE Surveys Chat The percentage (%) of answers to the question out of the number of consumers that answered the question Skill Activity for Live Chat Agent, Group, Skill ANSWER COUNT / ANSWERED QUESTIONS
ANSWERED QUESTIONS Surveys Chat The 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 answer Skill Activity for Live Chat Agent, Group, Skill
ANSWERED QUESTIONS CSAT Surveys Chat The number of consumers that answered a CSAT question Skill Activity for Live Chat Agent, Group, Skill
AVG. CHAT LENGTH Agent Productivity Chat Average time ([h]:mm) from when consumers were connected to an agent until the Chat Engagement Window was closed Skill Activity for Live Chat Agent, Group, Skill, Engagement, Campaign, LoB CUMULATIVE ENGAGED CHAT TIME / CONNECTED CHATS
AVG. INTERACTIVE CHAT LENGTH Agent Productivity Chat Average 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 line Skill Activity for Live Chat Agent, Group, Skill, Engagement, Campaign, LoB
AVG. NON-INTERACTIVE CHAT LENGTH Agent Productivity Chat Average 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 Chat Agent, Group, Skill, Engagement, Campaign, LoB
AVG. TIME TO ABANDON CHAT Queue Health Chat Average time ([h]:mm) it took consumers to abandon the queue after accepting an engagement offer, and before being connected to an agent Skill Activity for Live Chat Skill, Engagement, Campaign, LoB
AVG. TIME TO ANSWER CHAT Agent Productivity Chat Average time ([h]:mm) it took an agent to connect to a consumer, measured from the time the consumer entered the queue Skill Activity for Live Chat Agent, Group, Skill, Engagement, Campaign, LoB
Analytics Builder 4.4 Chat The Analytics Builder deployed version Skill Activity for Live Chat
COMPLETED SURVEYS Surveys Chat Number of survey forms completed Skill Activity for Live Chat Agent, Group, Skill
CONNECTED CHAT RATE (ACCEPTED) Campaign Funnel Chat The percentage (%) of engagements that were connected to an agent out of the total engagement offers accepted by consumers Skill Activity for Live Chat Skill, Engagement, Campaign, LoB (CONNECTED MESSAGING ENG. + CONNECTED CHATS) / ACCEPTED OFFERS
CONNECTED CHAT RATE (REQUESTED) Queue Health Chat The percentage (%) of connected Chat engagements out of the total number of requested engagements Skill Activity for Live Chat Agent, Group, Skill, Engagement, Campaign, LoB CONNECTED CHATS / REQUESTED CHATS
CONNECTED CHATS Queue Health Chat Number of Chat engagements which agents accepted from the queue Skill Activity for Live Chat Agent, Group, Skill, Engagement, Campaign, LoB
CSAT / CSAT SCORE Surveys Chat Customer satisfaction score Skill Activity for Live Chat Agent, Group, Skill CSAT POSTIVIE ANSWER COUNT / ANSWERED QUESTIONS CSAT
CSAT POSITIVE ANSWER COUNT Surveys Chat Number 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 setup Skill Activity for Live Chat Agent, Group, Skill
CUMULATIVE ENGAGED CHAT TIME Agent Utilization Chat Cumulative 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 Chat Agent, Group, Skill, Engagement, Campaign, LoB
INTERACTIVE CHAT RATE Agent Productivity Chat The percentage (%) of interactive Chat engagements out of the total number of connected Chat engagements Skill Activity for Live Chat Agent, Group, Skill, Engagement, Campaign, LoB INTERACTIVE CHATS / CONNECTED CHATS
INTERACTIVE CHATS Agent Productivity Chat Number of Chat engagements during which consumers entered at least one text line Skill Activity for Live Chat Agent, Group, Skill, Engagement, Campaign, LoB
MAX TIME TO ABANDON CHAT Queue Health Chat Maximum time ([h]:mm) it took a consumer to abandon the queue after accepting a Chat engagement offer, and before being connected to an agent Skill Activity for Live Chat Skill, Engagement, Campaign, LoB
MAX. TIME TO ANSWER CHAT Queue Health Chat Maximum time ([h]:mm) from when consumers entered the queue to when they connected to an agent Skill Activity for Live Chat Skill, Engagement, Campaign, LoB
NON-INTERACTIVE CHATS Agent Productivity Chat Number of Chat engagements connected to an agent during which consumers did not enter any line in chat Skill Activity for Live Chat Agent, Group, Skill, Engagement, Campaign, LoB
QUESTION COMPLETION RATE Surveys Chat The percentage (%) of times a question was completed out of the total number of surveys completed Skill Activity for Live Chat Agent, Group, Skill ANSWERED QUESTIONS / COMPELETED SURVEY
REQUESTED CHATS Campaign Funnel Chat Number of consumers who clicked on a Chat engagement offer and entered the queue, including transfers Skill Activity for Live Chat Skill, Engagement, Campaign, LoB
SURVEY COMPLETION RATE Surveys Chat The percentage (%) of completed survey forms out of viewed survey forms Skill Activity for Live Chat Agent, Group, Skill COMPLETED SURVEY / VIEWED SURVEY
SURVEY FORMS Surveys Chat Number of different survey forms viewed or completed. Each survey form is counted once Skill Activity for Live Chat Agent, Group, Skill
VIEWED SURVEY Surveys Chat Number of survey forms viewed by consumers Skill Activity for Live Chat Agent, Group, Skill
ANSWER COUNT Surveys Chat The number of times the answer is submitted to the question Survey for Live Chat Agent, Group, Skill
ANSWER RATE Surveys Chat The percentage (%) of answers to the question out of the number of consumers that answered the question Survey for Live Chat Agent, Group, Skill ANSWER COUNT / ANSWERED QUESTIONS
ANSWERED QUESTIONS Surveys Chat The 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 answer Survey for Live Chat Agent, Group, Skill
ANSWERED QUESTIONS CSAT Surveys Chat The number of consumers that answered a CSAT question Survey for Live Chat Agent, Group, Skill
COMPLETED SURVEYS Surveys Chat Number of survey forms completed Survey for Live Chat Agent, Group, Skill
CSAT / CSAT SCORE Surveys Chat Customer satisfaction score Survey for Live Chat Agent, Group, Skill CSAT POSTIVIE ANSWER COUNT / ANSWERED QUESTIONS CSAT
CSAT POSITIVE ANSWER COUNT Surveys Chat Number 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 setup Survey for Live Chat Agent, Group, Skill
QUESTION COMPLETION RATE Surveys Chat The percentage (%) of times a question was completed out of the total number of surveys completed Survey for Live Chat Agent, Group, Skill ANSWERED QUESTIONS / COMPELETED SURVEY
SURVEY COMPLETION RATE Surveys Chat The percentage (%) of completed survey forms out of viewed survey forms Survey for Live Chat Agent, Group, Skill COMPLETED SURVEY / VIEWED SURVEY
SURVEY FORMS Surveys Chat Number of different survey forms viewed or completed. Each survey form is counted once Survey for Live Chat Agent, Group, Skill
VIEWED SURVEY Surveys Chat Number of survey forms viewed by consumers Survey for Live Chat Agent, Group, Skill
AGENT SURVEY ANSWER COUNT (Agent Skill) Agent Survey Messaging The number of times an Agent provided answers to questions. Calculated at the Agent and Skill level. Survey for Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type)
AGENT SURVEY ANSWER COUNT (Brand) Agent Survey Messaging The number of times an Agent provided answers to questions. Calculated at the Brand level. Survey for Messaging Skill, Engagement, Campaign, LoB, End-Point (Source Type)
AGENT SURVEY ANSWER RATIO (Agent Skill) Agent Survey Messaging The percentage (%) of questions answered by an agent out of the total questions answered.Calculated at the Agent and Skill level. Survey for Messaging Agent, 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 Survey Messaging The percentage (%) of questions answered by an agent out of the total questions answered. Calculated at the Brand level. Survey for Messaging Skill, Engagement, Campaign, LoB, End-Point (Source Type) AGENT SURVEY ANSWER COUNT (Brand) / AGENT SURVEY ANSWER COUNT (Brand) question level
AGENT SURVEY CLOSED SURVEY Agent Survey Messaging The 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 Messaging Skill, Engagement, Campaign, LoB, End-Point (Source Type)
AGENT SURVEY CLOSED SURVEY RATE Agent Survey Messaging The percentage (%) of survey forms closed with a specific outcome. Supported by the Survey Outcome attribute (filter) Survey for Messaging Skill, Engagement, Campaign, LoB, End-Point (Source Type) AGENT SURVEY CLOSED SURVEY / AGENT SURVEY CLOSED SURVEY SUM
ANSWER COUNT (AGENT AND SKILL) Surveys Messaging The 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 Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type)
ANSWER COUNT (BRAND) Surveys Messaging The 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 Messaging Skill, Engagement, Campaign, LoB, End-Point (Source Type)
ANSWER RATE (OFFERED QUESTION) Surveys Messaging The 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 Messaging Skill, End-Point (Source Type) ANSWERED QUESTION / OFFERED QUESTION
ANSWER RATIO (AGENT AND SKILL) Surveys Messaging The 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 Messaging Agent, 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) Surveys Messaging The 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 Messaging Skill, Engagement, Campaign, LoB, End-Point (Source Type) ANSWER COUNT (BRAND) / SUM(ANSWER COUNT (BRAND)) PER QUESTION
ANSWERED QUESTION Surveys Messaging The 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 Messaging Skill, End-Point (Source Type)
AVG. DURATION OF SURVEY AVAILABILITY Surveys Messaging The 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:ss Survey for Messaging Skill, Engagement, Campaign, LoB, End-Point (Source Type)
AVG. TIME TO RESPOND TO SURVEY QUESTION Surveys Messaging The 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:ss Survey for Messaging Skill, End-Point (Source Type)
CLOSED SURVEY Surveys Messaging The number of survey dialogs which were closed. A closed dialog is one that none of the participants can send messages in. Survey for Messaging Skill, Engagement, Campaign, LoB, End-Point (Source Type)
CLOSED SURVEY RATE Surveys Messaging The 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 Messaging Skill, Engagement, Campaign, LoB, End-Point (Source Type) CLOSED SURVEY / SUM(CLOSED SURVEY)
CSAT (AGENT AND SKILL) Surveys Messaging The 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 Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type)
CSAT (BRAND) Surveys Messaging The 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 Messaging Skill, Engagement, Campaign, LoB, End-Point (Source Type)
CSAT SCORE (UNIFIED) Surveys Messaging CSAT 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 Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type) NUMBER OF 4 OR 5 RESPONSES / NUMBER OF RESPONSES
DISMISSED SURVEYS Agent Survey Messaging The number of survey forms dismissed by an agent. This is only applicable if the survey has non-required questions. Survey for Messaging Agent, Group,Skill
FCR (AGENT AND SKILL) Surveys Messaging The 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 Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type)
FCR (BRAND) Surveys Messaging The 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 Messaging Skill, Engagement, Campaign, LoB, End-Point (Source Type)
FULLY SUBMITTED SURVEYS Agent Survey Messaging All Survey forms that were fully submitted, submission will be counted as one per conversation even if submitted more than once. Survey for Messaging Agent, Group,Skill
NPS (AGENT AND SKILL) Surveys Messaging The 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. Survey for Messaging Agent, Group, Skill, Engagement, Campaign, LoB, End-Point (Source Type)
NPS (BRAND) Surveys Messaging The Net Promoter Score, based on a scale of 0 to 10 and derived from the predefined NPS question type. Calculated at the Brand level. Survey for Messaging Skill, Engagement, Campaign, LoB, End-Point (Source Type)
OFFERED AGENT SURVEYS Agent Survey Messaging All surveys that were presented to Agent, no matter how it ended (dismissed, timeouts, submitted ,transferred) Survey for Messaging Agent, Group,Skill
OFFERED QUESTION Surveys Messaging The 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 Messaging Skill, End-Point (Source Type)
PARTIALLY COMPLETED SURVEYS Agent Survey Messaging Number of Survey forms that were partially completed. Survey for Messaging Agent, Group,Skill
SUBMISSION RATE Agent Survey Messaging The percentage (%) of submitted survey forms ( partial or complete) out of the number of opened survey forms Survey for Messaging Agent, Group,Skill SUBMITTED AGENT SURVEY / OFFERED AGENT SURVEYS
SUBMITTED SURVEYS Agent Survey Messaging All Survey forms that were submitted (partial or complete), submission will be counted as one per conversation even if submitted more than once. Survey for Messaging Agent, Group,Skill FULLY SUBMITTED SURVEYS+ PARTIALLY COMPLETED SURVEYS
TIME OUT SURVEYS Agent Survey Messaging The number of open survey forms that are automatically closed based on brand specific survey timeout Survey for Messaging Agent, Group,Skill
TRANSFERRED SURVEYS Agent Survey Messaging The number of survey forms transferred to another skill before survey form submitted. Survey for Messaging Agent, Group,Skill