The table below outlines all of the data metrics available in the Report Builder, with their definition and location within the different dashboards. More information on the Report Builder can be found here.

Metric Analysis Type Channel Description Dashboard Filtered By Formula (Optional)
AWAY Agent Status Messaging,Chat Cumulative time ([h]:mm) in \\"Away\\" state. Can be viewed and filteredBy the \\"AWAY REASON\\" attribute. Agent Activity ,Business Activity ,Operational and Staffing,Messaging Performance Agent,Group
AWAY RATE Agent Status Messaging,Chat Percentage (%) of time spent by agents in “Away” state out of the logged in time Agent Activity ,Business Activity ,Operational and Staffing,Messaging Performance Agent,Group AWAY / LOGGED IN TIME
AWAY TIME ENG. Agent Utilization Chat Cumulative time ([h]:mm) in "Away" state but engaged Agent Activity ,Business Activity ,Operational and Staffing,Messaging Performance Agent,Group
BACK SOON Agent Status Messaging,Chat Cumulative time ([h]:m m) in "Back Soon" state Agent Activity ,Business Activity ,Operational and Staffing,Messaging Performance Agent,Group
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 ,Business Activity ,Operational and Staffing,Messaging Performance Agent,Group BACK SOON / LOGGED IN TIME
BACK SOON TIME ENG. Agent Utilization Chat Cumulative time ([h]:mm) in "Back Soon" state but engaged Agent Activity ,Business Activity ,Operational and Staffing Agent,Group
CONC. ENGAGED Agent Productivity Chat Number of concurrent engagements handled by agents during their engaged time Agent Activity ,Business Activity ,Operational and Staffing Agent,Group CONCURRENT ENG. TIME / ENGAGED TIME
CONC. LABOR Agent Productivity Chat Number of concurrent engagements handled by agents during their labor time Agent Activity ,Business Activity ,Operational and Staffing 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 Agent Activity ,Business Activity ,Operational and Staffing Agent,Group CONCURRENT ENG. TIME / LOGGED IN TIME
ENGAGED TIME Agent Status Chat Total time spent by agent engaging with one or more consumers Agent Activity ,Business Activity ,Operational and Staffing 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 Agent Activity ,Business Activity ,Operational and Staffing Agent,Group ENGAGED TIME / LOGGED IN TIME
INTERACTIVE ENGAGEMENTS PER HOUR Agent Productivity Chat Average number of interactive engagements agents handled during their labor time Agent Activity ,Business Activity ,Operational and Staffing 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 Agent Activity ,Business Activity ,Operational and Staffing Agent,Group
LABOR TIME RATE Agent Status Chat The percentage (%) of the labor time out of the logged in time Agent Activity ,Business Activity ,Operational and Staffing Agent,Group LABOR TIME / LOGGED IN TIME
NON ENGAGED RATE Agent Utilization Chat The percentage (%) of the cumulative time agents were not engaged out of logged in time Agent Activity ,Business Activity ,Operational and Staffing Agent,Group NON ENGAGED TIME / LOGGED IN TIME
NON ENGAGED TIME Agent Utilization Chat Total time an agent was not engaged with any consumer Agent Activity ,Business Activity ,Operational and Staffing Agent,Group LOGGED IN TIME - ENGAGED TIME
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 value. Messaging agents with a Chat concurrency of 0 appear with 0 online time. Agent Activity ,Business Activity ,Operational and Staffing,Messaging Performance 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 ,Business Activity ,Operational and Staffing,Messaging Performance Agent,Group ONLINE / LOGGED IN TIME
ONLINE TIME ENG. Agent Utilization Chat Cumulative time ([h]:mm) agents were in the "Online" state and engaged Agent Activity ,Business Activity ,Operational and Staffing Agent,Group
TOTAL ENGAGEMENTS PER HOUR Agent Productivity Chat Total number of interactive and non-interactive engagements divided by the number of labor hours Agent Activity ,Business Activity ,Operational and Staffing Agent,Group (INTERACTIVE ENG. + NON-INTERACTIVE ENG.) / LABOR TIME * 24
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 ,Business Activity ,Operational and Staffing,Messaging Performance 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 Agent Activity ,Business Activity ,Operational and Staffing 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 Agent Activity ,Business Activity ,Operational and Staffing 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 Agent Activity ,Business Activity ,Operational and Staffing Agent,Group AWAY NOT ENG. / LOGGED IN TIME
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) Agent Activity ,Business Activity ,Operational and Staffing 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 Agent Activity ,Business Activity ,Operational and Staffing 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) Agent Activity ,Business Activity ,Operational and Staffing 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 Agent Activity ,Business Activity ,Operational and Staffing 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 ,Business Activity ,Operational and Staffing,Messaging Performance Agent,Group AWAY (TOTAL) / LOGGED IN TIME
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 Agent Activity ,Business Activity ,Operational and Staffing 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 Agent Activity ,Business Activity ,Operational and Staffing 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 Agent Activity ,Business Activity ,Operational and Staffing Agent,Group BACK SOON NOT ENG. / LOGGED IN TIME
LOGGED IN TIME Agent Status Messaging,Chat Cumulative agents logged in time (hh:mm) Agent Activity ,Business Activity ,Operational and Staffing,Messaging Performance Agent,Group
OCCUPANCY RATE Agent Utilization Chat The percentage (%) of time the agent spent in the "Online" state while actively engaged (Occupied) Agent Activity ,Business Activity ,Operational and Staffing Agent,Group ONLINE TIME ENG. / ONLINE
AGENT RESPONSES PER CLOSED CONVERSATIONS Agent Productivity Messaging Average number of responses provided by agent per closed conversation Messaging Performance Agent,Group,Skill,Engagement,Campaign,LoB,End-Point ("Source Type") TOTAL NO. OF AGENT RESPONSES / CLOSED COVNERSATIONS
AVG. AGENT FIRST RESPONSE TIME TO FIRST TIME CONVERSATIONS Agent Responsiveness Messaging Average time it took an agent to respond to a consumer who messaged the brand for the first time Messaging Performance Agent,Group,Skill,Engagement,Campaign,LoB,End-Point ("Source Type")
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 Messaging Performance Agent,Group,Skill,Engagement,Campaign,LoB,End-Point ("Source Type")
AVG. TIME TO AGENT FIRST RESPONSE Agent Responsiveness Messaging Average time taken by the agent to respond to the first message a consumer sent in a conversation Messaging Performance Agent,Group,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 ascosiated with the time the conversation ended. Contains both results from the first generation survey and the Survey bot driven flows. Messaging Performance Agent,Group,Skill,Engagement,Campaign,LoB,End-Point ("Source Type") NUMBER OF 4 OR 5 RESPONSES / NUMBER OF RESPONSES
MCS Consumer Expereience Messaging Meaningful Connection Score (MCS - an automated, real time measurement of consumer sentiment) for closed conversations, including unassigned conversations Messaging Performance Agent,Group,Skill,Engagement,Campaign,LoB,End-Point ("Source Type") AVERAGE OF 3 POSSIBLE MCS VALUES: 1) POSITIVE = 100 2) NEUTRAL = 0 3) NEGATIVE = -100
CLOSED CONVERSATIONS Agent Productivity Messaging Number of conversations closed by agent, consumer or the system Messaging Performance 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
NO. OF CONVERSATIONS CLOSED BY AGENT Agent Productivity Messaging Number of conversations that were closed by agents Messaging Performance 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 Messaging Performance 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 Messaging Performance Agent,Group,Skill,Engagement,Campaign,LoB,End-Point ("Source Type")
HANDLED CONVERSATIONS Agent Productivity Messaging The number of conversations in which the agent sent at least one message during the selected timeframe. Messaging Performance 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 Messaging Performance Agent,Group,Skill,Engagement,Campaign,LoB,End-Point ("Source Type")
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 Messaging Performance Agent,Group,Skill,Engagement,Campaign,LoB,End-Point ("Source Type")
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 Messaging Performance Agent,Group,Skill,Engagement,Campaign,LoB,End-Point ("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 Messaging Performance Agent,Group,Skill,Engagement,Campaign,LoB,End-Point ("Source Type")
TOTAL NO. OF AGENT RESPONSES Agent Productivity Messaging Number of responses provided by agent Messaging Performance Agent,Group,Skill,Engagement,Campaign,LoB,End-Point ("Source Type")
TOTAL NO. OF FIRST RESPONSES Agent Productivity Messaging Number of first responses to conversations Messaging Performance 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 Messaging Performance 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 Messaging Performance Agent,Group,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 Messaging Performance Agent,Group,Skill,Engagement,Campaign,LoB,End-Point ("Source Type")
AVG. CONVERSATION DURATION Consumer Expereience 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 Messaging Performance Agent,Group,Skill,Engagement,Campaign,LoB,End-Point ("Source Type")
ABANDONED CONVERSATIONS Consumer Expereience 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 Messaging Performance Agent,Group,Skill,Engagement,Campaign,LoB,End-Point ("Source Type")
ABANDONED RATE Consumer Expereience Messaging Percentage of abandoned conversations out of the total number of closed conversations Messaging Performance Agent,Group,Skill,Engagement,Campaign,LoB,End-Point ("Source Type") ABANDONED CONVERSATIONS / CLOSED CONVERSATIONS
INTERACTIVE CONVERSATIONS Consumer Expereience Messaging Number of conversations during which the consumers responded at least once to an agent message Messaging Performance Agent,Group,Skill,Engagement,Campaign,LoB,End-Point ("Source Type")
INTERACTIVE RATE Consumer Expereience Messaging Percentage of interactive conversations out of the total number of closed conversations Messaging Performance Agent,Group,Skill,Engagement,Campaign,LoB,End-Point ("Source Type") INTERACTIVE CONVERSATIONS / CLOSED CONVERSATIONS
NON - INTERACTIVE CONVERSATIONS Consumer Expereience 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) Messaging Performance Agent,Group,Skill,Engagement,Campaign,LoB,End-Point ("Source Type")
NON - INTERACTIVE RATE Consumer Expereience Messaging Percentage of non-interactive conversations out of the total number of closed conversations Messaging Performance Agent,Group,Skill,Engagement,Campaign,LoB,End-Point ("Source Type") NON - INTERACTIVE CONVERSATIONS / CLOSED CONVERSATIONS
HANDLED CONVERSATIONS PER LOGIN HOUR Agent Productivity Messaging The average number of conversations an agent handled during their time logged into LiveEngage. Messaging Performance Agent,Group,Skill,Engagement,Campaign,LoB,End-Point ("Source Type") HANDLED CONVERSATIONS / LOGGED IN TIME
HANDLED CONSUMERS Agent Productivity Messaging The number of consumers who received a message from an agent during the selected timeframe Messaging Performance Agent,Group,Skill,Engagement,Campaign,LoB,End-Point ("Source Type")
AVG. TIME TO FIRST HUMAN AGENT RESPONSE Agent Responsiveness 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 aget, the responses from the bot are omitted from this calculation. Messaging Performance Agent,Group,Skill,Engagement,Campaign,LoB,End-Point ("Source Type")
AVG. TIME TO FIRST HUMAN AGENT RESPONSE FROM BOT ESCALATION Agent Responsiveness Messaging The time on average a consumer waits for the first response in a conversation by a human agent. Measured from the point a bot escalates a conversation to another skill-queue. Messaging Performance Agent,Group,Skill,Engagement,Campaign,LoB,End-Point ("Source Type")
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. Messaging Performance 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?). Messaging Performance Agent,Group,Skill,Engagement,Campaign,LoB,End-Point ("Source Type")
AVG. CONSUMER RESPONSE TIME Consumer Expereience Messaging Average of the time ([mm]:ss) taken by consumers to respond to an agent’s 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 Messaging Performance Skill,Engagement,Campaign,LoB,End-Point ("Source Type")
NO. OF CONVERSATIONS OPENED BY CONSUMER Consumer Expereience Messaging Number of conversations opened by consumers. This KPI is assigned to skill (not agent) Messaging Performance Skill,Engagement,Campaign,LoB,End-Point ("Source Type")
NO. OF OPENED CONVERSATIONS Consumer Expereience Messaging Number of opened conversations by either Agents or Consumers Messaging Performance Skill,Engagement,Campaign,LoB,End-Point ("Source Type") NO. OF CONVERSATIONS OPENED BY CONSUMER + NO. OF CONVERSATIONS OPENED BY AGENT
TOTAL NO. OF CONSUMER RESPONSES Consumer Expereience Messaging Number of responses provided by consumers to an agent's message. This KPI is assigned to skill (not agent). Messaging Performance Skill,Engagement,Campaign,LoB,End-Point ("Source Type")
TOTAL NO. OF MESSAGES SENT BY CONSUMER Consumer Expereience Messaging Number of messages sent by consumers, including unassigned conversations. This KPI is not assigned to a specific agent Messaging Performance Skill,Engagement,Campaign,LoB,End-Point ("Source Type")
TOTAL NO. OF MESSAGES SENT BY CONSUMER TO AGENT Consumer Expereience Messaging Number of messages sent by consumers, while an Agent was assigned to the conversation. This KPI is not assigned to a specific Agent Messaging Performance Skill,Engagement,Campaign,LoB,End-Point ("Source Type")
ACTIVE CONSUMERS Consumer Expereience 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 conversation 2) Consumer sent a message in a conversation 3) Consumer closed the conversation Messaging Performance Skill,Engagement,Campaign,LoB,End-Point ("Source Type") COUNT DISTINCT CONSUMERS
CROSS SESSION DIRECT AOV AFTER ENGAGEMENT Campaign Conversions Messaging,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 Activity 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 Messaging,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 Activity 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 Messaging,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 Activity Engagement,Campaign,LoB,End-Point ("Source Type")
CROSS SESSION DIRECT CONVERSIONS AFTER EXPOSURE Campaign Conversions Messaging,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 Activity Engagement,Campaign,LoB,End-Point ("Source Type")
CROSS SESSION DIRECT REVENUE AFTER ENGAGEMENT Campaign Conversions Messaging,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 Activity Engagement,Campaign,LoB,End-Point ("Source Type")
CROSS SESSION DIRECT REVENUE AFTER EXPOSURE Campaign Conversions Messaging,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 Activity Engagement,Campaign,LoB,End-Point ("Source Type")
DIRECT GOAL REACHED RATE AFTER ENGAGEMENT Campaign Conversions Messaging,Chat Percentage of goals achieved after engagement out of all consumers that were exposed to an engagement. Does not include conversion goals. Business Activity Engagement,Campaign,LoB,End-Point ("Source Type") DIRECT GOALS REACHED AFTER ENGAGEMENT / ENGAGED
DIRECT GOAL REACHED RATE AFTER EXPOSURE (CAMP) Campaign Conversions Messaging,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 Activity Engagement,Campaign,LoB,End-Point ("Source Type") DIRECT GOALS REACHED AFTER EXPOSURE / EXPOSED (CAMP)
DIRECT GOAL REACHED RATE AFTER EXPOSURE (ENG) Campaign Conversions Messaging,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 Activity Engagement,Campaign,LoB,End-Point ("Source Type") DIRECT GOALS REACHED AFTER EXPOSURE / EXPOSED (ENG)
DIRECT GOAL REACHED RATE AFTER EXPOSURE (LOB) Campaign Conversions Messaging,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 Activity Engagement,Campaign,LoB,End-Point ("Source Type") DIRECT GOALS REACHED AFTER EXPOSURE / EXPOSED (LOB)
DIRECT GOALS REACHED AFTER ENGAGEMENT Campaign Conversions Messaging,Chat Number of goals reached after engagement. Does not include conversion goals Business Activity Engagement,Campaign,LoB,End-Point ("Source Type")
DIRECT GOALS REACHED AFTER EXPOSURE Campaign Conversions Messaging,Chat Number of direct campaign goals reached after exposure. Does not include conversion goals Business Activity Engagement,Campaign,LoB,End-Point ("Source Type")
IN SESSION DIRECT AOV AFTER ENGAGEMENT Campaign Conversions Messaging,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 Activity 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 Messaging,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 Activity 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 Messaging,Chat Number of direct conversions achieved after an engagement in the same session Business Activity Engagement,Campaign,LoB,End-Point ("Source Type")
IN SESSION DIRECT CONVERSIONS AFTER EXPOSURE Campaign Conversions Messaging,Chat Number of direct conversions achieved after an exposure in the same session Business Activity Engagement,Campaign,LoB,End-Point ("Source Type")
IN SESSION DIRECT REVENUE AFTER ENGAGEMENT Campaign Conversions Messaging,Chat Total direct revenue achieved after engagements. Engagement and purchase happened in the same session Business Activity Engagement,Campaign,LoB,End-Point ("Source Type")
IN SESSION DIRECT REVENUE AFTER EXPOSURE Campaign Conversions Messaging,Chat Total direct revenue achieved after exposures. Exposure and purchase happened in the same session Business Activity Engagement,Campaign,LoB,End-Point ("Source Type")
INDIRECT GOALS REACHED AFTER ENGAGEMENT Campaign Conversions Messaging,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 Activity Engagement,Campaign,LoB,End-Point ("Source Type")
INDIRECT GOALS REACHED AFTER EXPOSURE Campaign Conversions Messaging,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 Activity Engagement,Campaign,LoB,End-Point ("Source Type")
TOTAL DIRECT AOV AFTER ENGAGEMENT Campaign Conversions Messaging,Chat Average of the total direct revenue achieved after engagements out of the number of purchase transactions completed after engagement Business Activity Engagement,Campaign,LoB,End-Point ("Source Type") TOTAL DIRECT REVENUE AFTER ENGAGEMENT / TOTAL DIRECT CONVERSIONS AFTER ENGAGEMENT
TOTAL DIRECT AOV AFTER EXPOSURE Campaign Conversions Messaging,Chat Average of the total direct revenue achieved after exposures out of the number of purchase transactions completed after exposures Business Activity Engagement,Campaign,LoB,End-Point ("Source Type") TOTAL DIRECT REVENUE AFTER EXPOSURE / TOTAL DIRECT CONVERSIONS AFTER EXPOSURE
TOTAL DIRECT CONVERSIONS AFTER ENGAGEMENT Campaign Conversions Messaging,Chat Total number of direct conversions achieved after engagement Business Activity Engagement,Campaign,LoB,End-Point ("Source Type")
TOTAL DIRECT CONVERSIONS AFTER EXPOSURE Campaign Conversions Messaging,Chat Total number of direct conversions achieved after exposure Business Activity Engagement,Campaign,LoB,End-Point ("Source Type")
TOTAL DIRECT REVENUE AFTER ENGAGEMENT Campaign Conversions Messaging,Chat Total direct revenue achieved from all Campaigns after engagement Business Activity Engagement,Campaign,LoB,End-Point ("Source Type")
TOTAL DIRECT REVENUE AFTER EXPOSURE Campaign Conversions Messaging,Chat Total direct revenue achieved from all Campaigns after exposure Business Activity Engagement,Campaign,LoB,End-Point ("Source Type")
TOTAL INDIRECT CONVERSIONS AFTER ENGAGEMENT Campaign Conversions Messaging,Chat Total number of indirect conversions achieved during or after an engagement. An indirect conversion is one that achieved a goal that is not attached to a Campaign Business Activity Engagement,Campaign,LoB,End-Point ("Source Type")
TOTAL INDIRECT CONVERSIONS AFTER EXPOSURE Campaign Conversions Messaging,Chat Total number of indirect conversions achieved after an exposure. An indirect conversion is one that achieved a goal that is not attached to a Campaign Business Activity Engagement,Campaign,LoB,End-Point ("Source Type")
TOTAL INDIRECT REVENUE AFTER ENGAGEMENT Campaign Conversions Messaging,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 Activity Engagement,Campaign,LoB,End-Point ("Source Type")
TOTAL INDIRECT REVENUE AFTER EXPOSURE Campaign Conversions Messaging,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 Activity Engagement,Campaign,LoB,End-Point ("Source Type")
INCREMENTAL CONVERSION RATIO (CAMP) Campaign Conversions Messaging,Chat The percentage (%) of total Conversions that may not have otherwise occurred (Incremental Conversion) (calculated at the Campaign level) Business Activity Engagement,Campaign,LoB,End-Point ("Source Type") INCREMENTAL CONVERSIONS (CAMP) / TOTAL CONVERSIONS AFTER ENGAGEMENT
INCREMENTAL CONVERSION RATIO (LOB) Campaign Conversions Messaging,Chat The percentage (%) of total Conversions that may not have otherwise occurred (Incremental Conversion) (calculated at the LOB level) Business Activity Engagement,Campaign,LoB,End-Point ("Source Type") INCREMENTAL CONVERSIONS (LOB) / TOTAL CONVERSIONS AFTER ENGAGEMENT
INCREMENTAL CONVERSIONS (CAMP) Campaign Conversions Messaging,Chat Number of Incremental Conversions (calculated at the Campaign level) Business Activity 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 Messaging,Chat Number of Incremental Conversions (calculated at the LOB level) Business Activity Engagement,Campaign,LoB,End-Point ("Source Type") (TOTAL CONVERSION RATE AFTER ENGAGEMENT - TOTAL CONVERSION RATE AFTER EXPOSURE NOT ENGAGEMENT (LOB)) * ENGAGED
TOTAL CONVERSION RATE AFTER EXPOSURE NOT ENGAGEMENT (CAMP) Campaign Conversions Messaging,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 Activity 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 Messaging,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 Activity Engagement,Campaign,LoB,End-Point ("Source Type") TOTAL CONVERSIONS AFTER EXPOSURE NOT ENGAGEMENT / (EXPOSED (LOB) - ENGAGED)
TOTAL CONVERSIONS AFTER EXPOSURE NOT ENGAGEMENT Campaign Conversions Messaging,Chat Number of total conversions which occurred after an exposure that did not result in an engagement Business Activity Engagement,Campaign,LoB,End-Point ("Source Type") TOTAL CONVERSIONS AFTER EXPOSURE - TOTAL CONVERSIONS AFTER ENGAGEMENT
CROSS SESSION AOV AFTER ENGAGEMENT Campaign Conversions Messaging,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 Activity End-Point ("Source Type") CROSS SESSION REVENUE AFTER ENGAGEMENT / CROSS SESSION CONVERSIONS AFTER ENGAGEMENT
CROSS SESSION AOV AFTER EXPOSURE Campaign Conversions Messaging,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 Activity End-Point ("Source Type") CROSS SESSION REVENUE AFTER EXPOSURE / CROSS SESSION CONVERSIONS AFTER EXPOSURE
CROSS SESSION CONVERSIONS AFTER ENGAGEMENT Campaign Conversions Messaging,Chat Number of conversions achieved after an engagement which took place during a previous session, and within the account-defined window Business Activity End-Point ("Source Type")
CROSS SESSION CONVERSIONS AFTER EXPOSURE Campaign Conversions Messaging,Chat Number of conversions achieved after an exposure which occurred during a previous session, and within the account-defined window Business Activity End-Point ("Source Type")
CROSS SESSION REVENUE AFTER ENGAGEMENT Campaign Conversions Messaging,Chat Total revenue achieved after an engagement which took place during a previous session, and within the account-defined window Business Activity End-Point ("Source Type")
CROSS SESSION REVENUE AFTER EXPOSURE Campaign Conversions Messaging,Chat Total revenue achieved after an exposure which occurred during a previous session, and within the account-defined window Business Activity End-Point ("Source Type")
GOALS REACHED AFTER ENGAGEMENT Campaign Conversions Messaging,Chat Number of goals reached after engagement. Does not include conversion goals Business Activity End-Point ("Source Type")
GOALS REACHED AFTER EXPOSURE Campaign Conversions Messaging,Chat Number of goals reached after exposure. Does not include conversion goals Business Activity End-Point ("Source Type")
IN SESSION AOV AFTER ENGAGEMENT Campaign Conversions Messaging,Chat Average Order Value from orders generated during or after an engagement, and within the same session Business Activity End-Point ("Source Type") IN SESSION REVENUE AFTER ENGAGEMENT / IN SESSION CONVERSIONS AFTER ENGAGEMENT
IN SESSION AOV AFTER EXPOSURE Campaign Conversions Messaging,Chat Average Order Value from orders generated after an exposure, and within the same session Business Activity End-Point ("Source Type") IN SESSION REVENUE AFTER EXPOSURE / IN SESSION CONVERSIONS AFTER EXPOSURE
IN SESSION CONVERSIONS AFTER ENGAGEMENT Campaign Conversions Messaging,Chat Number of conversions achieved after an engagement which took place during the same session Business Activity End-Point ("Source Type")
IN SESSION CONVERSIONS AFTER EXPOSURE Campaign Conversions Messaging,Chat Number of conversions achieved after an exposure which occurred during the same session Business Activity End-Point ("Source Type")
IN SESSION REVENUE AFTER ENGAGEMENT Campaign Conversions Messaging,Chat Total revenue achieved after an engagement which took place during the same session Business Activity End-Point ("Source Type")
IN SESSION REVENUE AFTER EXPOSURE Campaign Conversions Messaging,Chat Total revenue achieved after an exposure which occurred during the same session Business Activity End-Point ("Source Type")
TOTAL AOV AFTER ENGAGEMENT Campaign Conversions Messaging,Chat Average Order Value from purchases which occurred after an engagement Business Activity End-Point ("Source Type") TOTAL REVENUE AFTER ENGAGEMENT / TOTAL CONVERSIONS AFTER ENGAGEMENT
TOTAL AOV AFTER EXPOSURE Campaign Conversions Messaging,Chat Average Order Value from purchases which occurred after an exposure Business Activity End-Point ("Source Type") TOTAL REVENUE AFTER EXPOSURE / TOTAL CONVERSIONS AFTER EXPOSURE
TOTAL CONVERSION RATE AFTER ENGAGEMENT Campaign Conversions Messaging,Chat Percentage of conversions achieved after or during an engagement out of all sessions containing an engagement Business Activity End-Point ("Source Type") TOTAL CONVERSIONS AFTER ENGAGEMENT / ENGAGED
TOTAL CONVERSION RATE AFTER EXPOSURE (BRAND) Campaign Conversions Messaging,Chat Percentage of conversions achieved after exposure out of all session during which an exposure ocurred Business Activity End-Point ("Source Type") TOTAL CONVERSIONS AFTER EXPOSURE / EXPOSED (BRAND)
TOTAL CONVERSIONS AFTER ENGAGEMENT Campaign Conversions Messaging,Chat Number of conversions achieved during or after an engagement Business Activity End-Point ("Source Type")
TOTAL CONVERSIONS AFTER EXPOSURE Campaign Conversions Messaging,Chat Number of conversion which occured after an exposure Business Activity End-Point ("Source Type")
TOTAL CROSS SESSION PURCHASES AFTER ENGAGEMENT Campaign Conversions Messaging,Chat Total number of purchase transactions following an engagement that occurred during a previous session, and within the account-defined window Business Activity End-Point ("Source Type")
TOTAL CROSS SESSION PURCHASES AFTER EXPOSURE Campaign Conversions Messaging,Chat Total number of purchase transactions following an exposure that occurred during a previous session, and within the account-defined window Business Activity End-Point ("Source Type")
TOTAL GOAL REACHED RATE AFTER ENGAGEMENT Campaign Conversions Messaging,Chat Percentage of goals reached during or after an engagement out of all consumers engaged. Does not include conversion goals Business Activity End-Point ("Source Type") TOTAL GOALS REACHED AFTER ENGAGEMENT / ENGAGED
TOTAL GOAL REACHED RATE AFTER EXPOSURE (BRAND) Campaign Conversions Messaging,Chat Percentage of goals reached after an exposure out of all consumers engaged. Does not include conversion goals Business Activity End-Point ("Source Type") TOTAL GOALS REACHED AFTER EXPOSURE / EXPOSED (BRAND)
TOTAL GOALS REACHED AFTER ENGAGEMENT Campaign Conversions Messaging,Chat Number of goals reached after engagement. Does not include conversion goals Business Activity End-Point ("Source Type")
TOTAL GOLAS REACHED AFTER EXPOSURE Campaign Conversions Messaging,Chat Number of goals reached after exposure. Does not include conversion goals Business Activity End-Point ("Source Type")
TOTAL IN SESSION PURCHASES AFTER ENGAGEMENT Campaign Conversions Messaging,Chat Total number of purchase transactions following an engagement that took place during the same session Business Activity End-Point ("Source Type")
TOTAL IN SESSION PURCHASES AFTER EXPOSURES Campaign Conversions Messaging,Chat Total number of purchase transactions following an exposure that occurred during the same session Business Activity End-Point ("Source Type")
TOTAL REVENUE AFTER ENGAGEMENT Campaign Conversions Messaging,Chat Total revenue achieved during or after engagement Business Activity End-Point ("Source Type")
TOTAL REVENUE AFTER EXPOSURE Campaign Conversions Messaging,Chat Total revenue achieved after exposure Business Activity End-Point ("Source Type")
TOTAL REVENUE WITHOUT CONVERSION AFTER ENGAGEMENT Campaign Conversions Messaging,Chat Total revenue achieved without conversions during or after engagement Business Activity End-Point ("Source Type")
TOTAL REVENUE WITHOUT CONVERSION AFTER EXPOSURE Campaign Conversions Messaging,Chat Total revenue achieved without conversions after an exposure Business Activity End-Point ("Source Type")
INCREMENTAL CONVERSION RATIO (BRAND) Campaign Conversions Messaging,Chat The percentage (%) of total Conversions that may not have otherwise occurred (Incremental Conversion) (calculated at the Brand level) Business Activity End-Point ("Source Type") INCREMENTAL CONVERSIONS (BRAND) / TOTAL CONVERSIONS AFTER ENGAGEMENT
INCREMENTAL CONVERSIONS (BRAND) Campaign Conversions Messaging,Chat The number (#) of Incremental Conversions (calculated at the Brand level) Business Activity End-Point ("Source Type") (TOTAL CONVERSION RATE AFTER ENGAGEMENT - TOTAL CONVERSION RATE AFTER EXPOSURE NOT ENGAGEMENT (BRAND)) * ENGAGED
TOTAL CONVERSION RATE AFTER EXPOSURE NOT ENGAGEMENT (BRAND) Campaign Conversions Messaging,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 Activity End-Point ("Source Type") TOTAL CONVERSIONS AFTER EXPOSURE NOT ENGAGEMENT / (EXPOSED (BRAND) - ENGAGED)
TOTAL IN SESSION PURCHASES AFTER EXPOSURE Campaign Conversions Messaging,Chat Total number of purchase events following an exposure in the same session Business Activity End-Point ("Source Type")
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 ,Goal Tracker 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 ,Goal Tracker 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 ,Goal Tracker 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 ,Goal Tracker 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 Agent Activity ,Goal Tracker 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 ,Goal Tracker 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 ,Goal Tracker 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 Agent Activity ,Goal Tracker 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 Agent Activity ,Goal Tracker 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 Agent Activity ,Goal Tracker Agent,Group,Skill,Engagement,Campaign,End-Point ("Source Type") ROUND(VALUE)
CROSS SESSION DIRECT AOV AFTER ENGAGEMENT Campaign Conversions Messaging,Chat Average Order Value from purchases attributed to the selected campaign. Purchases ocurred after an engagement which took place during a previous session but within the account-defined window Operational and Staffing 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 Messaging,Chat Average Order Value from purchases attributed to the selected campaign. Purchases ocurred after an exposure which took place during a previous session, and within the account-defined window Operational and Staffing 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 Messaging,Chat Number of direct conversions achieved after an engagement occured 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 and Staffing Engagement,Campaign,LoB,End-Point ("Source Type")
CROSS SESSION DIRECT CONVERSIONS AFTER EXPOSURE Campaign Conversions Messaging,Chat Number of direct conversions achieved after an exposure occured 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 and Staffing Engagement,Campaign,LoB,End-Point ("Source Type")
CROSS SESSION DIRECT REVENUE AFTER ENGAGEMENT Campaign Conversions Messaging,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 and Staffing Engagement,Campaign,LoB,End-Point ("Source Type")
CROSS SESSION DIRECT REVENUE AFTER EXPOSURE Campaign Conversions Messaging,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 and Staffing Engagement,Campaign,LoB,End-Point ("Source Type")
DIRECT GOAL REACHED RATE AFTER ENGAGEMENT Campaign Conversions Messaging,Chat Percentage of goals achieved after engagement out of all consumers that were exposed to an engagement. Does not include conversion goals. Operational and Staffing Engagement,Campaign,LoB,End-Point ("Source Type") DIRECT GOALS REACHED AFTER ENGAGEMENT / ENGAGED
DIRECT GOAL REACHED RATE AFTER EXPOSURE (SKILL CAMP) Campaign Conversions Messaging,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 and Staffing 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 Messaging,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 and Staffing 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 Messaging,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 and Staffing Engagement,Campaign,LoB,End-Point ("Source Type") DIRECT GOALS REACHED AFTER EXPOSURE / CHAT EXPOSED (SKILL)
DIRECT GOALS REACHED AFTER ENGAGEMENT Campaign Conversions Messaging,Chat Number of goals reached after engagement. Does not include conversion goals Operational and Staffing Engagement,Campaign,LoB,End-Point ("Source Type")
DIRECT GOALS REACHED AFTER EXPOSURE Campaign Conversions Messaging,Chat Number of direct campaign goals reached after exposure. Does not include conversion goals Operational and Staffing Engagement,Campaign,LoB,End-Point ("Source Type")
IN SESSION DIRECT AOV AFTER ENGAGEMENT Campaign Conversions Messaging,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 and Staffing 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 Messaging,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 and Staffing 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 Messaging,Chat Number of direct conversions achieved after an engagement in the same session Operational and Staffing Engagement,Campaign,LoB,End-Point ("Source Type")
IN SESSION DIRECT CONVERSIONS AFTER EXPOSURE Campaign Conversions Messaging,Chat Number of direct conversions achieved after an exposure in the same session Operational and Staffing Engagement,Campaign,LoB,End-Point ("Source Type")
IN SESSION DIRECT REVENUE AFTER ENGAGEMENT Campaign Conversions Messaging,Chat Total direct revenue achieved after engagements. Engagement and purchase happened in the same session Operational and Staffing Engagement,Campaign,LoB,End-Point ("Source Type")
IN SESSION DIRECT REVENUE AFTER EXPOSURE Campaign Conversions Messaging,Chat Total direct revenue achieved after exposures. Exposure and purchase happened in the same session Operational and Staffing Engagement,Campaign,LoB,End-Point ("Source Type")
INDIRECT GOALS REACHED AFTER ENGAGEMENT Campaign Conversions Messaging,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 and Staffing Engagement,Campaign,LoB,End-Point ("Source Type")
INDIRECT GOALS REACHED AFTER EXPOSURE Campaign Conversions Messaging,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 and Staffing Engagement,Campaign,LoB,End-Point ("Source Type")
TOTAL DIRECT AOV AFTER ENGAGEMENT Campaign Conversions Messaging,Chat Average of the total direct revenue achieved after engagements out of the number of purchase transactions completed after engagement Operational and Staffing Engagement,Campaign,LoB,End-Point ("Source Type") TOTAL DIRECT REVENUE AFTER ENGAGEMENT / TOTAL DIRECT CONVERSIONS AFTER ENGAGEMENT
TOTAL DIRECT AOV AFTER EXPOSURE Campaign Conversions Messaging,Chat Average of the total direct revenue achieved after exposures out of the number of purchase transactions completed after exposures Operational and Staffing 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 Messaging,Chat Percentage of direct conversions achieved after or during an engagement out of all sessions containing an engagement Operational and Staffing 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 and Staffing 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 and Staffing 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 and Staffing Skill TOTAL DIRECT CONVERSIONS AFTER EXPOSURE / CHAT EXPOSED (SKILL)
TOTAL DIRECT CONVERSIONS AFTER ENGAGEMENT Campaign Conversions Messaging,Chat Total number of direct conversions achieved after engagement Operational and Staffing Engagement,Campaign,LoB,End-Point ("Source Type")
TOTAL DIRECT CONVERSIONS AFTER EXPOSURE Campaign Conversions Messaging,Chat Total number of direct conversions achieved after exposure Operational and Staffing Engagement,Campaign,LoB,End-Point ("Source Type")
TOTAL DIRECT REVENUE AFTER ENGAGEMENT Campaign Conversions Messaging,Chat Total direct revenue achieved from all Campaigns after engagement Operational and Staffing Engagement,Campaign,LoB,End-Point ("Source Type")
TOTAL DIRECT REVENUE AFTER EXPOSURE Campaign Conversions Messaging,Chat Total direct revenue achieved from all Campaigns after exposure Operational and Staffing Engagement,Campaign,LoB,End-Point ("Source Type")
TOTAL INDIRECT CONVERSIONS AFTER ENGAGEMENT Campaign Conversions Messaging,Chat Total number of indirect conversions achieved after an engagement. An indirect conversion is one that achieved a goal not attached to a Campaign. Operational and Staffing Engagement,Campaign,LoB,End-Point ("Source Type")
TOTAL INDIRECT CONVERSIONS AFTER EXPOSURE Campaign Conversions Messaging,Chat Total number of indirect conversions achieved after an exposure. An indirect conversion is one that achieved a goal not attached to a Campaign. Operational and Staffing Engagement,Campaign,LoB,End-Point ("Source Type")
TOTAL INDIRECT REVENUE AFTER ENGAGEMENT Campaign Conversions Messaging,Chat Total indirect revenue achieved. The indirect revenue is generated by conversions from engagements that achieved goals not attached to Campaigns. Operational and Staffing Engagement,Campaign,LoB,End-Point ("Source Type")
TOTAL INDIRECT REVENUE AFTER EXPOSURE Campaign Conversions Messaging,Chat Total indirect revenue achieved. The indirect revenue is generated by conversions from exposures that achieved goals not attached to Campaigns. Operational and Staffing Engagement,Campaign,LoB,End-Point ("Source Type")
SALES CONVERSIONS Campaign Conversions Messaging Number of “sell product / service” goals reached during or after a messaging conversation Messaging Performance 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 Messaging Performance 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. Messaging Performance Agent,Group,Skill,Engagement,Campaign,End-Point ("Source Type")
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 Messaging Performance Agent,Group,Skill,Engagement,Campaign,End-Point ("Source Type")
ENGAGED Campaign Funnel Messaging,Chat Number of sessions which included at least one engagement during their session Business Activity ,Operational and Staffing Skill,Engagement,Campaign,End-Point ("Source Type")
ENGAGEMENTS Campaign Funnel Messaging,Chat Number of interactive live chats, connected messaging engagements, and clicks on content Business Activity ,Operational and Staffing Skill,Engagement,Campaign,End-Point ("Source Type")
CONNECTED MESSAGING ENG. Campaign Funnel Messaging,Chat Number of web-messaging conversations that were selected from queue by the agent Business Activity ,Operational and Staffing Skill,Engagement,Campaign,End-Point ("Source Type")
ENGAGED RATE (CAMP) Campaign Funnel Messaging,Chat The percentage (%) of consumers exposed that were then engaged (calculated at the Campaign level) Business Activity ,Operational and Staffing Skill,Engagement,Campaign,End-Point ("Source Type") ENGAGED / EXPOSED (CAMP)
ENGAGED RATE (LOB) Campaign Funnel Messaging,Chat The percentage (%) of consumers exposed that were then engaged (calculated at the LOB level) Business Activity ,Operational and Staffing Skill,Engagement,Campaign,End-Point ("Source Type") ENGAGED / EXPOSED (LOB)
ENGAGED RATE (BRAND) Campaign Funnel Messaging,Chat The percentage (%) of consumers exposed that were then engaged (calculated at the Brand level) Business Activity ,Operational and Staffing Skill,Engagement,Campaign,End-Point ("Source Type") ENGAGED / EXPOSED (BRAND)
ONLINE EXPOSURE RATE (CAMP) Campaign Funnel Messaging,Chat The percentage (%) of Total Chat Exposures that were Online Exposures (calculated at the Campaign level) Business Activity Campaign,End-Point ("Source Type") CHAT ONLINE EXPOSURES (CAMP) / EXPOSURES (CAMP)
AVG. EXPOSURES (CAMP) Campaign Funnel Messaging,Chat Average number of times consumers were exposed to each Engagement in the selected campaign. Example: Consumer was exposed to EngagementA and EngagementB 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 Campaign,End-Point ("Source Type") EXPOSURES (CAMP) / EXPOSED (CAMP)
BUSY EXPOSURES (CAMP) Campaign Funnel Messaging,Chat Number of times each engagement was offered to a consumer in 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 Activity Campaign,End-Point ("Source Type")
ONLINE EXPOSURES (CAMP) Campaign Funnel Messaging,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 Activity Campaign,End-Point ("Source Type")
CONTENT EXPOSURES (CAMP) Campaign Funnel Messaging,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 Activity Campaign,End-Point ("Source Type")
EXPOSED (CAMP) Campaign Funnel Messaging,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 Activity Campaign,End-Point ("Source Type")
EXPOSURES (CAMP) Campaign Funnel Messaging,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 Activity Campaign,End-Point ("Source Type")
PROSPECTS (CAMP) Campaign Funnel Messaging,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 Activity Campaign,End-Point ("Source Type")
EXPOSED RATE (CAMP) Campaign Funnel Messaging,Chat The percentage (%) of Prospects that were Exposed (calculated at the Campaign level) Business Activity Campaign,End-Point ("Source Type") EXPOSED (CAMP) / PROSPECTS (CAMP)
ONLINE EXPOSURE RATE (ENG) Campaign Funnel Messaging,Chat The percentage (%) of Total Chat Exposures that were Online Exposures (calculated at the Engagement level) Business Activity Engagement,Campaign,End-Point ("Source Type") ONLINE EXPOSURES (ENG) / EXPOSURES (ENG)
BUSY EXPOSURES (ENG) Campaign Funnel Messaging,Chat Number of times a specific engagement was offered to a consumer in 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 Activity Engagement,Campaign,End-Point ("Source Type")
OFFLINE EXPOSURES (ENG) Campaign Funnel Messaging,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 Activity Engagement,Campaign,End-Point ("Source Type")
ONLINE EXPOSURES (ENG) Campaign Funnel Messaging,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 Activity Engagement,Campaign,End-Point ("Source Type")
CONTENT EXPOSURES (ENG) Campaign Funnel Messaging,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 Activity Engagement,Campaign,End-Point ("Source Type")
EXPOSED (ENG) Campaign Funnel Messaging,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 Activity Engagement,Campaign,End-Point ("Source Type")
EXPOSURES (ENG) Campaign Funnel Messaging,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 Activity Engagement,Campaign,End-Point ("Source Type")
PROSPECTS (ENG) Campaign Funnel Messaging,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 Activity Engagement,Campaign,End-Point ("Source Type")
EXPOSED RATE (ENG) Campaign Funnel Messaging,Chat The percentage (%) of Prospects that were Exposed (calculated at the Engagement level) Business Activity Engagement,Campaign,End-Point ("Source Type") EXPOSED (ENG) / PROSPECTS (ENG)
AVG. EXPOSURES (LOB) Campaign Funnel Messaging,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 EngagementA and EngagementB 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 Activity LoB,End-Point ("Source Type") EXPOSURES (LOB) / EXPOSED (LOB)
BUSY EXPOSURES (LOB) Campaign Funnel Messaging,Chat Number of times each engagement within a campaign associated with the selected Line of Business, was offered to a consumer in 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 Activity LoB,End-Point ("Source Type")
OFFLINE EXPOSURES (LOB) Campaign Funnel Messaging,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 Activity LoB,End-Point ("Source Type")
ONLINE EXPOSURES (LOB) Campaign Funnel Messaging,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 Activity LoB,End-Point ("Source Type")
CONTENT EXPOSURES (LOB) Campaign Funnel Messaging,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 Activity LoB,End-Point ("Source Type")
EXPOSED (LOB) Campaign Funnel Messaging,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 Activity LoB,End-Point ("Source Type")
EXPOSURES (LOB) Campaign Funnel Messaging,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 Activity LoB,End-Point ("Source Type")
PROSPECTS (LOB) Campaign Funnel Messaging,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 Activity LoB,End-Point ("Source Type")
ONLINE EXPOSURE RATE (LOB) Campaign Funnel Messaging,Chat The percentage (%) of Total Chat Exposures that were Online Exposures (calculated at the LOB level) Business Activity LoB,End-Point ("Source Type") CHAT ONLINE EXPOSURES (LOB) / EXPOSURES (LOB)
EXPOSED RATE (LOB) Campaign Funnel Messaging,Chat The percentage (%) of Prospects that were Exposed (calculated at the LOB level) Business Activity LoB,End-Point ("Source Type") EXPOSED (LOB) / PROSPECTS (LOB)
ONLINE EXPOSURE RATE (BRAND) Campaign Funnel Messaging,Chat The percentage (%) of Total Chat Exposures that were Online Exposures (calculated at the Brand level) Business Activity End-Point ("Source Type") CHAT ONLINE EXPOSURES (BRAND) / EXPOSURES (BRAND)
AVG. EXPOSURES (BRAND) Campaign Funnel Messaging,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 EngagementA and EngagementB 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 Activity End-Point ("Source Type") EXPOSURES (BRAND) / EXPOSED (BRAND)
BUSY EXPOSURES (BRAND) Campaign Funnel Messaging,Chat Number of times each engagement was offered to a consumer in 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 Activity End-Point ("Source Type")
OFFLINE EXPOSURES (BRAND) Campaign Funnel Messaging,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 Activity End-Point ("Source Type")
ONLINE EXPOSURES (BRAND) Campaign Funnel Messaging,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 Activity End-Point ("Source Type")
CONTENT EXPOSURES (BRAND) Campaign Funnel Messaging,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 Activity End-Point ("Source Type")
EXPOSED (BRAND) Campaign Funnel Messaging,Chat Number of sessions during which the consumer was offered an engagement in any state Business Activity End-Point ("Source Type")
EXPOSURES (BRAND) Campaign Funnel Messaging,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 Activity End-Point ("Source Type")
PROSPECTS (BRAND) Campaign Funnel Messaging,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 Activity End-Point ("Source Type")
EXPOSED RATE (BRAND) Campaign Funnel Messaging,Chat The percentage (%) of prospects that were exposed (calculated at the Brand level) Business Activity End-Point ("Source Type") EXPOSED (BRAND) / PROSPECTS (BRAND)
PROSPECT RATE (BRAND) Campaign Funnel Messaging,Chat The percentage (%) of consumers that were identified as prospects (calculated at the Brand level) Business Activity End-Point ("Source Type") PROSPECTS (BRAND) / SESSIONS
AVG. EXPOSURES (ENTRY POINT) Campaign Funnel Messaging,Chat Average number of times a consumer was exposed to each Engagement assigned to a specific entry point. Example: Consumer was exposed to EngagementA and EngagementB 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 Activity End-Point ("Source Type") EXPOSURES (ENTRY POINT) / EXPOSED (ENTRY POINT)
BUSY EXPOSURES (ENTRY POINT) Campaign Funnel Messaging,Chat Number of times each engagement assigned to the selected entry point, was offered to a consumer in 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 Activity End-Point ("Source Type")
OFFLINE EXPOSURES (ENTRY POINT) Campaign Funnel Messaging,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 Activity End-Point ("Source Type")
ONLINE EXPOSURES (ENTRY POINT) Campaign Funnel Messaging,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 Activity End-Point ("Source Type")
CONTENT EXPOSURES (ENTRY POINT) Campaign Funnel Messaging,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 Activity End-Point ("Source Type")
EXPOSED (ENTRY POINT) Campaign Funnel Messaging,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 Activity End-Point ("Source Type")
EXPOSURES (ENTRY POINT) Campaign Funnel Messaging,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 Activity End-Point ("Source Type")
PROSPECTS (ENTRY POINT) Campaign Funnel Messaging,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 Activity End-Point ("Source Type")
ONLINE EXPOSURE RATE (ENTRY POINT) Campaign Funnel Messaging,Chat The percentage (%) of Total Chat Exposures that were Online Exposures (calculated at the Entry Point level) Business Activity End-Point ("Source Type") ONLINE EXPOSURES (ENTRY POINT) / EXPOSURES (ENTRY POINT)
EXPOSED RATE (ENTRY POINT) Campaign Funnel Messaging,Chat The percentage (%) of Prospects that led to being Exposed (calculated at the Entry Point level) Business Activity End-Point ("Source Type") EXPOSED (ENTRY POINT) / PROSPECTS (ENTRY POINT)
ONLINE EXPOSED (ENTRY POINT) Campaign Funnel Messaging,Chat Number of consumers who were exposed to an online engagement offer Business Activity End-Point ("Source Type")
BUSY EXPOSED (ENTRY POINT) Campaign Funnel Messaging,Chat Number of consumers who were exposed to a busy engagement offer Business Activity End-Point ("Source Type")
OFFLINE EXPOSED (ENTRY POINT) Campaign Funnel Messaging,Chat Number of consumers who were exposed to an offline engagement offer Business Activity End-Point ("Source Type")
CHAT BUSY EXPOSURES (SKILL CAMP) Campaign Funnel Chat Number of times engagements were offered to consumers in 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 and Staffing Skill,Campaign
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 and Staffing Skill,Campaign
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 and Staffing Skill,Campaign
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 and Staffing Skill,Campaign
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 and Staffing Skill,Campaign
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 and Staffing Skill,Campaign
CHAT BUSY EXPOSURES (SKILL) Campaign Funnel Chat Number of times engagements were offered to consumers in 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 and Staffing Skill
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 and Staffing Skill
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 and Staffing Skill
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 and Staffing Skill
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 and Staffing Skill
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 and Staffing Skill
CHAT BUSY EXPOSURES (SKILL ENG) Campaign Funnel Chat Number of times a specific engagement was offered to a consumer in 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 and Staffing Skill,Engagement
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 and Staffing Skill,Engagement
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 and Staffing Skill,Engagement
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 and Staffing Skill,Engagement
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 and Staffing Skill,Engagement
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 and Staffing Skill,Engagement
CHAT BUSY EXPOSURES (SKILL LOB) Campaign Funnel Chat Number of times engagements were offered to consumers in 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 and Staffing Skill,LOB
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 and Staffing Skill,LOB
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 and Staffing Skill,LOB
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 and Staffing Skill,LOB
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 and Staffing Skill,LOB
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 and Staffing Skill,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 Agent Activity ,Skill Activity ,Business Activity ,Operational and Staffing 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. Agent Activity ,Skill Activity ,Business Activity ,Operational and Staffing Agent,Group,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 Agent Activity ,Skill Activity ,Business Activity ,Operational and Staffing Agent,Group,Skill,Engagement,Campaign,LoB
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 Agent Activity ,Skill Activity ,Business Activity ,Operational and Staffing Agent,Group,Skill,Engagement,Campaign,LoB CUMULATIVE ENGAGED CHAT TIME / INTERACTIVE CHATS
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 Agent Activity ,Skill Activity ,Business Activity ,Operational and Staffing Skill,Engagement,Campaign,LoB
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) Agent Activity ,Skill Activity ,Business Activity ,Operational and Staffing Agent,Group,Skill,Engagement,Campaign,LoB
CONNECTED CHAT RATE (REQUESTED) Queue Health Chat The percentage (%) of connected Chat engagements out of the total number of requested engagements Agent Activity ,Skill Activity ,Business Activity ,Operational and Staffing Skill,Engagement,Campaign,LoB CONNECTED CHATS / REQUESTED CHATS
CONNECTED CHATS Queue Health Chat Number of Chat engagements which agents accepted from the queue Agent Activity ,Skill Activity ,Business Activity ,Operational and Staffing Agent,Group,Skill,Engagement,Campaign,LoB
INTERACTIVE CHATS Agent Productivity Chat Number of Chat engagements during which consumers entered at least one text line Agent Activity ,Skill Activity ,Business Activity ,Operational and Staffing 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 Agent Activity ,Skill Activity ,Business Activity ,Operational and Staffing Skill,Engagement,Campaign,LoB INTERACTIVE CHATS / CONNECTED CHATS
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 Agent Activity ,Skill Activity ,Business Activity ,Operational and Staffing Skill,Engagement,Campaign,LoB
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 Agent Activity ,Skill Activity ,Business Activity ,Operational and Staffing Skill,Engagement,Campaign,LoB (CONNECTED MESSAGING ENG. + CONNECTED CHATS) / ACCEPTED OFFERS
ABANDONED CHAT RATE Queue Health Chat The percentage (%) of consumers who abandoned the queue out of all consumers that entered the queue Skill Activity ,Business Activity ,Operational and Staffing 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 ,Business Activity ,Operational and Staffing 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 ,Business Activity ,Operational and Staffing 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 ,Business Activity ,Operational and Staffing Skill,Engagement,Campaign,LoB
REQUESTED CHATS Campaign Funnel Chat Number of consumers who clicked on a Chat engagement offer and entered the queue, including transfers Skill Activity ,Business Activity ,Operational and Staffing Skill,Engagement,Campaign,LoB
ANSWER COUNT Surveys Chat The number of times the answer is submitted to the question Agent Activity ,Skill Activity ,Operational and Staffing,Survey Performance Agent,Group, Skill
ANSWER RATE Surveys Chat The percentage (%) of answers to the question out of the number of consumers that answered the question Agent Activity ,Skill Activity ,Operational and Staffing,Survey Performance 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 Agent Activity ,Skill Activity ,Operational and Staffing,Survey Performance Agent,Group, Skill
ANSWERED QUESTIONS CSAT Surveys Chat The number of consumers that answered a CSAT question Agent Activity ,Skill Activity ,Operational and Staffing,Survey Performance Agent,Group, Skill
CSAT / CSAT SCORE Surveys Chat Customer satisfaction score Agent Activity ,Skill Activity ,Operational and Staffing,Survey Performance 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 LiveEngage Campaign setup Agent Activity ,Skill Activity ,Operational and Staffing,Survey Performance Agent,Group, Skill
QUESTION COMPLETION RATE Surveys Chat The percentage (%) of times a question was completed out of the total number of surveys completed Agent Activity ,Skill Activity ,Operational and Staffing,Survey Performance Agent,Group, Skill ANSWERED QUESTIONS / COMPELETED SURVEY
COMPLETED SURVEYS Surveys Chat Number of survey forms completed Agent Activity ,Skill Activity ,Operational and Staffing,Survey Performance Agent,Group, Skill
SURVEY COMPLETION RATE Surveys Chat The percentage (%) of completed survey forms out of viewed survey forms Agent Activity ,Skill Activity ,Operational and Staffing,Survey Performance 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 Agent Activity ,Skill Activity ,Operational and Staffing,Survey Performance Agent,Group, Skill
VIEWED SURVEY Surveys Chat Number of survey forms viewed by consumers Agent Activity ,Skill Activity ,Operational and Staffing,Survey Performance Agent,Group, Skill
ACCEPTED OFFERS Campaign Funnel Messaging,Chat Number of all engagement offers that were accepted by consumers Business Activity Engagement,Campaign,LoB,End-Point ("Source Type")
BUSY OFFERS ACCEPTED Campaign Funnel Messaging,Chat Number of busy chat engagement offers that were clicked by consumers Business Activity Engagement,Campaign,LoB,End-Point ("Source Type")
BUSY ENGAGEMENT VIEWS Campaign Funnel Messaging,Chat Number of times a busy engagement offer was presented to a consumer Business Activity Engagement,Campaign,LoB,End-Point ("Source Type")
CONTENT CLICKED Campaign Funnel Messaging,Chat Number of content engagements that were clicked by consumers Business Activity Engagement,Campaign,LoB,End-Point ("Source Type")
CONTENT ENGAGEMENT VIEWS Campaign Funnel Messaging,Chat Number of times a content engagement was offered to a consumer Business Activity Engagement,Campaign,LoB,End-Point ("Source Type")
ENGAGEMENT VIEWS Campaign Funnel Messaging,Chat Number of time san engagement offer was presented to a consumer Business Activity Engagement,Campaign,LoB,End-Point ("Source Type")
OFFLINE OFFERS ACCEPTED Campaign Funnel Messaging,Chat Number of times a consumer clicked on an offline chat engagement offer Business Activity Engagement,Campaign,LoB,End-Point ("Source Type")
OFFLINE ENGAGEMENT VIEWS Campaign Funnel Messaging,Chat Number of times an offline chat engagement offer was presented to a consumer Business Activity Engagement,Campaign,LoB,End-Point ("Source Type")
ONLINE OFFERS ACCEPTED Campaign Funnel Messaging,Chat Number of times a consumer clicked on an online chat engagement offer Business Activity Engagement,Campaign,LoB,End-Point ("Source Type")
ONLINE ENGAGEMENT VIEWS Campaign Funnel Messaging,Chat Number of times an online chat engagement offer was presented to a consumer Business Activity Engagement,Campaign,LoB,End-Point ("Source Type")
ACCEPTED RATE (ENG) Campaign Funnel Messaging,Chat The percentage (%) of online exposures that resulted in a click (Accept) Business Activity Engagement,Campaign,LoB,End-Point ("Source Type") [ONLINE OFFERS ACCEPTED]/[ONLINE EXPOSURES (ENG)]
BUSY OFFERS ACCEPTED Campaign Funnel Messaging,Chat Number of chat engagement offers that were clicked by consumers (in any state) Operational and Staffing Skill,Engagement,Campaign,LoB,End-Point ("Source Type")
BUSY ENGAGEMENT VIEWS Campaign Funnel Messaging,Chat Number of times a busy chat engagement offer was presented to a consumer Operational and Staffing Skill,Engagement,Campaign,LoB,End-Point ("Source Type")
OFFLINE OFFERS ACCEPTED Campaign Funnel Messaging,Chat Number of busy chat engagement offers that were clicked by consumers Operational and Staffing Skill,Engagement,Campaign,LoB,End-Point ("Source Type")
OFFLINE ENGAGEMENT VIEWS Campaign Funnel Messaging,Chat Number of times an offline chat engagement offer was presented to a consumer Operational and Staffing Skill,Engagement,Campaign,LoB,End-Point ("Source Type")
ONLINE OFFERS ACCEPTED Campaign Funnel Messaging,Chat Number of times a consumer clicked on an offline chat engagement offer Operational and Staffing Skill,Engagement,Campaign,LoB,End-Point ("Source Type")
ONLINE ENGAGEMENT VIEWS Campaign Funnel Messaging,Chat Number of times an online chat engagement offer was presented to a consumer Operational and Staffing Skill,Engagement,Campaign,LoB,End-Point ("Source Type")
SESSIONS Campaign Funnel Messaging,Chat Total number of web sessions on the monitored web pages Business Activity End-Point ("Source Type")
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 Agent Activity ,Business Activity ,Operational and Staffing 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 Agent Activity ,Business Activity ,Operational and Staffing 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 Agent Activity ,Business Activity ,Operational and Staffing 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 Agent Activity ,Business Activity ,Operational and Staffing Agent,Group,Skill,Engagement,Campaign,LoB
Avg. Unassigned Conversations Queue Health Messaging The average number of unassigned conversations (in-queue). Filterable by Skill. Messaging Performance Skill An hourly average of a frequest 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. Messaging Performance Skill An hourly average of a frequest 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. Messaging Performance Skill An hourly average of a frequest 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 transfered into the queue by an agent. Filterable by Skill. Messaging Performance Skill An hourly average of a frequest snapshot of each skill-queue. Each snapshot reports on the number of conversations in queue.
Avg. Actionable Unassigned Conversations Queue Health Messaging The average number of actionable conversation in queue. Filterable by Skill. Messaging Performance Skill An hourly average of a frequest 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. Messaging Performance Skill An hourly average of a frequest 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 transfered 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. Messaging Performance Skill An hourly average of a frequest snapshot of each skill-queue. Each snapshot reports on the number of conversations in queue.
Avg. Not Actionable Unassigned Conversations Queue Health Messaging The average number of not-actionable conversation in queue. Filterable by Skill. Messaging Performance Skill An hourly average of a frequest snapshot of each skill-queue. Each snapshot reports on the number of conversations in queue.
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. Messaging Performance 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. Messaging Performance Skill,Engagement,Campaign,LoB,End-Point ("Source Type") [Closed Survey] / Sum([Closed Survey])
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 Messaging Performance Skill,Engagement,Campaign,LoB,End-Point ("Source Type")
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.). Messaging Performance Skill,End-Point ("Source Type")
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). Messaging Performance Skill,End-Point ("Source Type")
ANSWER RATE (OFFERED QUESTION) Surveys Messaging Formula: [Answered Question] / [Offered Question]. The percentage (%) of questions answered with a valid response by the consumer out of the total questions offered to the consumer by the bot. Messaging Performance Skill,End-Point ("Source Type") [Answered Question] / [Offered Question]
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 Messaging Performance Skill,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 Bradn level. Messaging Performance 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 Btand level. Messaging Performance 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. Messaging Performance 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 option “Unrecognized by bot” for counting how many invalid answers were submitted for a question Attributed to the time the survey was offered (not close time). Calculated at the Brand level. Messaging Performance Skill,Engagement,Campaign,LoB,End-Point ("Source Type")
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. Messaging Performance Skill,Engagement,Campaign,LoB,End-Point ("Source Type") [Answer Count (Brand)] / Sum([Answer Count (Brand)]) {per Question}
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. Messaging Performance Agent,Group,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. Messaging Performance Agent,Group,Skill,Engagement,Campaign,LoB,End-Point ("Source Type")
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. Messaging Performance Agent,Group,Skill,Engagement,Campaign,LoB,End-Point ("Source Type")
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 option “Unrecognized by bot” for counting how many invalid answers were submitted for a question Attributed to the time the survey was offered (not close time). Calculated at the Agent and Skill level. Messaging Performance Agent,Group,Skill,Engagement,Campaign,LoB,End-Point ("Source Type")
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. Messaging Performance Agent,Group,Skill,Engagement,Campaign,LoB,End-Point ("Source Type") [Answer Count (Agent and Skill)] / Sum([Answer Count (Agent and Skill)]) {per Question}
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. Messaging Performance 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. Messaging Performance Agent,Group
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. Messaging Performance Agent,Group
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”. Messaging Performance Agent,Group
Average No. of Assigned Conversations Agent Utilization Messaging The average number of conversations concurrently assigned to an agent. Messaging Performance Agent,Group
Active Conversation Ratio Agent Utilization Messaging The percentage (%) of active conversations assigned to agents out of the total number of assigned conversations. Messaging Performance Agent,Group