Reporting Metrics
The Conversational Cloud utilizes a comprehensive set of metrics to deliver insightful and detailed reporting. These metrics are accessible through the Analytics Builder, offering ready-made dashboards that reflect historical data from LivePerson Conversational Cloud account activity. These dashboards enable brands to monitor and optimize contact center operations, boost conversions through campaigns, and make data-driven decisions. Below is a table outlining all the data metrics available in the Analytics Builder, along with their definitions and locations within the different dashboards.:contentReference[oaicite:2]{index=2}
| Metric | Analysis Type | Channel | Description | Dashboard | Filtered By | Formula (Optional) |
|---|---|---|---|---|---|---|
| Answer Count | Surveys | Chat | The Number Of Times The Answer Is Submitted To The Question | Agent Activity | 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 | 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 | Agent Group Skill | - |
| Answered Questions Csat | Surveys | Chat | The Number Of Consumers That Answered A Csat Question | Agent Activity | Agent Group Skill | - |
| Avg. Chat Length | Agent Productivity | Chat | Average Time ([H]:mm) From When Consumers Were Connected To An Agent Until The Chat Engagement Window Was Closed | Agent Activity | Agent Group Skill Engagement Campaign Lob | Cumulative Engaged Chat Time / Connected Chats |
| Avg. Interactive Chat Length | Agent Productivity | Chat | Average Time ([H]:mm) From When Consumers Were Connected To An Agent Until The Chat Engagement Window Was Closed. This Only Includes Chat Engagements During Which The Consumer Entered At Least One Text Line | Agent Activity | 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 | Agent Group Skill Engagement Campaign Lob | - |
| Avg. Time To Answer Chat | Agent Productivity | Chat | Average Time ([H]:mm) It Took An Agent To Connect To A Consumer Measured From The Time The Consumer Entered The Queue | Agent Activity | Agent Group Skill Engagement Campaign Lob | - |
| Away | Agent Status | Messagingchat | Cumulative Time ([H]:mm) In Away State. Can Be Viewed And Filtered By The Away Reason Attribute. | Agent Activity | Agent Group | - |
| Away (Total) | Agent Status | Messagingchat | Combined Time (In Hours) That The Agent Was Not Available (In The Away And Back Soon States) | Agent Activity | Agent Group | Away + Back Soon |
| Away Eng. Rate | Agent Utilization | Chat | The Percentage (%) Of Logged In Time The Agent Spent In The Away State But Was Actively Engaged | Agent Activity | Agent Group | Away Time Eng. / Logged In Time |
| Away Not Eng. | Agent Utilization | Chat | Time Spent By The Agent In The Away State While Not Actively Engaged | Agent Activity | Agent Group | Away - Away Time Eng. |
| Away Not Eng. Rate | Agent Utilization | Chat | The Percentage (%) Of Logged In Time The Agent Spent In The Away State And Was Not Actively Engaged | Agent Activity | Agent Group | Away Not Eng. / Logged In Time |
| Away Rate | Agent Status | Messagingchat | Percentage (%) Of Time Spent By Agents In Away State Out Of The Logged In Time | Agent Activity | Agent Group | Away / Logged In Time |
| Away Time Eng. | Agent Utilization | Chat | Cumulative Time ([H]:mm) In Away State But Engaged | Agent Activity | Agent Group | - |
| Away Total Eng. | Agent Utilization | Chat | Combined Time (In Hours) That The Agent Was Not Available But Was Actively Engaged (Away Engaged And Back Soon Engaged) | Agent Activity | 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 | 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 | 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 | Agent Group | Away Total Not Eng. / Labor Time |
| Away Total Rate | Agent Status | Messagingchat | The Percentage (%) Of Logged In Time That The Agent Was In Either The Away Or Back Soon States (Combined Total Of Away + Back Soon) | Agent Activity | Agent Group | Away (Total) / Logged In Time |
| Back Soon | Agent Status | Messagingchat | Cumulative Time ([H]:m M) In Back Soon State | Agent Activity | Agent Group | - |
| Back Soon Eng. Rate | Agent Utilization | Chat | The Percentage (%) Of Logged In Time That The Agent Was In The Back Soon State While Actively Engaged | Agent Activity | 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 | 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 | Agent Group | Back Soon Not Eng. / Logged In Time |
| Back Soon Rate | Agent Status | Messagingchat | Percentage (%) Of Time Spent By Agents In Back Soon State Out Of The Logged In Time | Agent Activity | Agent Group | Back Soon / Logged In Time |
| Back Soon Time Eng. | Agent Utilization | Chat | Cumulative Time ([H]:mm) In Back Soon State But Engaged | Agent Activity | Agent Group | - |
| Chat Cobrowse Duration (Sec) | Agent Productivity | Chat | The Total Duration Of Cobrowse Sessions For Chat | Agent Activity | Agent Group Skill Engagement Campaign Lob Source Type | - |
| Collaboration Duration (Sec) | Agent Productivity | Chat Messaging Standalone | The Total Collaboration Duration For All Channels: Messaging Chat And Standalone | Agent Activity | Agent Group Skill Engagement Campaign Lob Source Type | Messaging Collaboration Duration (Sec) + Standalone Cobrowse Duration (Sec) + Chat Cobrowse Duration (Sec) |
| Completed Surveys | Surveys | Chat | Number Of Survey Forms Completed | Agent Activity | Agent Group Skill | - |
| Conc. Engaged | Agent Productivity | Chat | Number Of Concurrent Engagements Handled By Agents During Their Engaged Time | Agent Activity | Agent Group | Concurrent Eng. Time / Engaged Time |
| Conc. Labor | Agent Productivity | Chat | Number Of Concurrent Engagements Handled By Agents During Their Labor Time | Agent Activity | Agent Group | Concurrent Eng. Time / Labor Time |
| Conc. Logged-in | Agent Productivity | Chat | Number Of Concurrent Engagements Handled By Agents During Their Logged In Time | Agent Activity | Agent Group | Concurrent Eng. Time / Logged In Time |
| Connected Chat Rate (Accepted) | Campaign Funnel | Chat | The Percentage (%) Of Engagements That Were Connected To An Agent Out Of The Total Engagement Offers Accepted By Consumers | Agent Activity | Skill Engagement Campaign Lob | (Connected Messaging Eng. + Connected Chats) / Accepted Offers |
| Connected Chat Rate (Requested) | Queue Health | Chat | The Percentage (%) Of Connected Chat Engagements Out Of The Total Number Of Requested Engagements | Agent Activity | Agent Group Skill Engagement Campaign Lob | Connected Chats / Requested Chats |
| Connected Chats | Queue Health | Chat | Number Of Chat Engagements Which Agents Accepted From The Queue | Agent Activity | Agent Group Skill Engagement Campaign Lob | - |
| Conversions | Campaign Conversions | Chat | Number Of Conversions Generated By Consumers Following Engagements With An Agent. Conversion Goals Include Sell Product/service Generate Leads And Service Activity Complete | Agent Activity | Agent Group Skill Engagement Campaign End-point (Source Type) | - |
| Cross Session Conversion/goal | Campaign Conversions | Chat | Number Of Times A Goal Was Achieved By Consumers After Initiating An Engagement With An Agent. The Goal Was Achieved During A Separate Session From The One In Which The Engagement Took Place And Within The Account-defined Window | Agent Activity | Agent Group Skill Engagement Campaign End-point (Source Type) | - |
| Cross Session Conversions | Campaign Conversions | Chat | Number Of Conversions Generated By Consumers After Initiating An Engagement With An Agent. The Conversion Was Generated During A Separate Session From The One In Which The Engagement Took Place And Within The Account-defined Window. Conversion Goals Include Sell Product/service Generate Leads And Service Activity Complete | Agent Activity | Agent Group Skill Engagement Campaign End-point (Source Type) | - |
| Cross Session Revenue | Campaign Conversions | Chat | Total Revenue Generated From Purchases Placed By Consumers After Initiating An Engagement With An Agent. The Purchase Was Placed During A Separate Session From The One In Which The Engagement Took Place And Within The Account-defined Window | Agent Activity | Agent Group Skill Engagement Campaign End-point (Source Type) | - |
| Csat / Csat Score | Surveys | Chat | Customer Satisfaction Score | Agent Activity | Agent Group Skill | Csat Postivie Answer Count / Answered Questions Csat |
| Csat Positive Answer Count | Surveys | Chat | Number Of Positive Answers Submitted By Consumers To A Csat Post-chat Survey Question. An Answer Is Considered Positive If Defined As So In The Post-chat Survey Settings Of The Engagement Window As Part Of The Campaign Setup | Agent Activity | Agent Group Skill | - |
| Cumulative Engaged Chat Time | Agent Utilization | Chat | Cumulative Concurrent Time ([H]:mm) Agents Were Engaged In Chat Sessions (If An Agent Was Engaged In 2 Chats During 1 Hour The Total Conc. Engaged Time Will Be 2 Hours) | Agent Activity | Agent Group Skill Engagement Campaign Lob | - |
| Engaged Time | Agent Status | Chat | Total Time Spent By Agent Engaging With One Or More Consumers | Agent Activity | 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 | Agent Group | Engaged Time / Logged In Time |
| In Session Conversion/goal | Campaign Conversions | Chat | Number Of Times A Goal Was Achieved By Consumers After Initiating An Engagement With An Agent And Before Ending The Session | Agent Activity | Agent Group Skill Engagement Campaign End-point (Source Type) | - |
| In Session Conversions | Campaign Conversions | Chat | Number Of Conversions Generated By Consumers After Initiating An Engagement With An Agent And Before Ending The Session. Conversion Goals Include Sell Product/service Generate Leads And Service Activity Complete | Agent Activity | Agent Group Skill Engagement Campaign End-point (Source Type) | - |
| In Session Revenue | Campaign Conversions | Chat | Total Revenue Generated From Purchases Placed By Consumers After Initiating An Engagement With An Agent And Before Ending The Session | Agent Activity | Agent Group Skill Engagement Campaign End-point (Source Type) | - |
| Interactive Chat Rate | Agent Productivity | Chat | The Percentage (%) Of Interactive Chat Engagements Out Of The Total Number Of Connected Chat Engagements | Agent Activity | Agent Group Skill Engagement Campaign Lob | Interactive Chats / Connected Chats |
| Interactive Chats | Agent Productivity | Chat | Number Of Chat Engagements During Which Consumers Entered At Least One Text Line | Agent Activity | Agent Group Skill Engagement Campaign Lob | - |
| Interactive Engagements Per Hour | Agent Productivity | Chat | Average Number Of Interactive Engagements Agents Handled During Their Labor Time | Agent Activity | Agent Group | Interactive Engagements / Labor Time * 24 |
| Labor Time | Agent Status | Chat | Cumulative Time ([H]:mm) Agents Were In Online State Plus The Engaged Time In The Away State Or Back Soon State | Agent Activity | Agent Group | - |
| Labor Time Rate | Agent Status | Chat | The Percentage (%) Of The Labor Time Out Of The Logged In Time | Agent Activity | Agent Group | Labor Time / Logged In Time |
| Logged In Time | Agent Status | Messagingchat | Cumulative Agents Logged In Time (Hh:mm) | Agent Activity | Agent Group | - |
| 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 Engagement Campaign Lob | - |
| Messaging Collaboration Duration (Sec) | Agent Productivity | Messaging | The Total Duration Of Messaging Collaboration Sessions. | Agent Activity | Agent Group Skill Engagement Campaign Lob Source Type | - |
| No. Of Chat Cobrowse Interactive Sessions | 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 | Agent Group Skill Engagement Campaign Lob | - |
| No. Of Chat Cobrowse Sessions | Agent Productivity | Chat | Number Of Cobrowse Sessions For Chat | Agent Activity | Agent Group Skill Engagement Campaign Lob Source Type | - |
| No. Of Collaboration Interactive Sessions | Agent Productivity | Chat Messaging Standalone | The Total No. Of Interactive Collaboration Sessions For All Channels: Messaging Chat And Standalone | Agent Activity | Agent Group Skill Engagement Campaign Lob Source Type | No. Of Messaging Collaboration Interactive Sessions + No. Of Standalone Cobrowse Interactive Sessions + No. Of Chat Cobrowse Interactive Sessions |
| No. Of Collaboration Sessions | Agent Productivity | Chat Messaging Standalone | The Total No. Of Collaboration Sessions For All Channels: Messaging Chat And Standalone | Agent Activity | Agent Group Skill Engagement Campaign Lob Source Type | No. Of Messaging Collaboration Sessions + No. Of Standalone Cobrowse Sessions + No. Of Chat Cobrowse Sessions |
| No. Of Messaging Collaboration Interactive Sessions | Agent Productivity | Messaging | Number Of Interactive Messaging Collaboration Sessions.an Interactive Session Involves Participation Of Both Agent And Consumer And Lasts 60 Seconds Or More | Agent Activity | Agent Group Skill Engagement Campaign Lob Source Type | - |
| No. Of Messaging Collaboration Sessions | Agent Productivity | Messaging | Number Of Collaboration Sessions. Interactive And Non Interactive Sessions. | Agent Activity | Agent Group Skill Engagement Campaign Lob Source Type | - |
| 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 | Agent Group Skill Engagement Campaign Lob | - |
| No. Of Secure Form (Pci) Sent (Messaging) | Agent Productivity | Messaging | Number Of Secure Forms Sent By An Agent To A Consumer During A Conversation. | Agent Activity | 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 | Agent Group Skill Engagement Campaign Lob | - |
| No. Of Secure Form (Pci) Submitted (Messaging) | Agent Productivity | Messaging | Number Of Secure Forms Completed And Submitted Back To The Agent By A Consumer During A Conversation. | Agent Activity | Agent Group Skill Engagement Campaign Lob Source Type | - |
| No. Of Secure Form (Pci) Viewed (Chat) | Agent Productivity | Chat | Number Of Secure Forms Viewed By The Consumer During A Chat | Agent Activity | Agent Group Skill Engagement Campaign Lob | - |
| No. Of Secure Form (Pci) Viewed (Messaging) | Agent Productivity | Messaging | Number Of Secure Forms Viewed By The Consumer During A Conversation. | Agent Activity | Agent Group Skill Engagement Campaign Lob Source Type | - |
| No. Of Standalone Cobrowse Interactive Sessions | Agent Productivity | Standalone | Number Of Interactive Standalone Collaboration Sessions ( Cobrowse For Voice) .An Interactive Session Involves Participation Of Both Agent And Consumer And Lasts 60 Seconds Or More | Agent Activity | Agent Group Skill Engagement Campaign Lob Source Type | - |
| No. Of Standalone Cobrowse Sessions | Agent Productivity | Standalone | Number Of Standalone Collaboration Sessions ( Cobrowse For Voice) | Agent Activity | Agent Group Skill Engagement Campaign Lob Source Type | - |
| Non Engaged Rate | Agent Utilization | Chat | The Percentage (%) Of The Cumulative Time Agents Were Not Engaged Out Of Logged In Time | Agent Activity | Agent Group | Non Engaged Time / Logged In Time |
| Non Engaged Time | Agent Utilization | Chat | Total Time An Agent Was Not Engaged With Any Consumer | Agent Activity | Agent Group | Logged In Time - Engaged Time |
| Non-interactive Chats | Agent Productivity | Chat | Number Of Chat Engagements Connected To An Agent During Which Consumers Did Not Enter Any Line In Chat | Agent Activity | Agent Group Skill Engagement Campaign Lob | - |
| Number Of Items | Campaign Conversions | Chat | Number Of Items In The Shopping Cart At Time Of Purchase. Derived From The Numitems Engagement Attribute Under The Transaction Sde | Agent Activity | Agent Group Skill Engagement Campaign End-point (Source Type) | - |
| Occupancy Rate | Agent Utilization | Chat | The Percentage (%) Of Time The Agent Spent In The Online State While Actively Engaged (Occupied) | Agent Activity | Agent Group | Online Time Eng. / Online |
| Online | Agent Status | Messagingchat | Cumulative Time ([H]:mm) In Online State. Note! Messaging Agents Must Have A Configured Chat Concurrency (Greater Than 0) In Order For The System To Populate This Metric's Value. Messaging Agents With A Chat Concurrency Of 0 Appear With 0 Online Time. | Agent Activity | Agent Group | - |
| Online Rate | Agent Status | Messagingchat | The Percentage (%) Of Time The Agent Spent In The Online State Out Of The Logged In Time | Agent Activity | Agent Group | Online / Logged In Time |
| Online Time Eng. | Agent Utilization | Chat | Cumulative Time ([H]:mm) Agents Were In The Online State And Engaged | Agent Activity | Agent Group | - |
| Question Completion Rate | Surveys | Chat | The Percentage (%) Of Times A Question Was Completed Out Of The Total Number Of Surveys Completed | Agent Activity | Agent Group Skill | Answered Questions / Compeleted Survey |
| Revenue | Campaign Conversions | Chat | Total Revenue Generated By Consumers After Initiating An Engagement With An Agent | Agent Activity | Agent Group Skill Engagement Campaign End-point (Source Type) | - |
| Standalone Cobrowse Duration (Sec) | Agent Productivity | Standalone | The Total Duration Of Standalone Collaboration Sessions ( Cobrowse For Voice) | Agent Activity | Agent Group Skill Engagement Campaign Lob Source Type | - |
| Survey Completion Rate | Surveys | Chat | The Percentage (%) Of Completed Survey Forms Out Of Viewed Survey Forms | Agent Activity | 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 | Agent Group Skill | - |
| Total Engagements Per Hour | Agent Productivity | Chat | Total Number Of Interactive And Non-interactive Engagements Divided By The Number Of Labor Hours | Agent Activity | Agent Group | (Interactive Eng. + Non-interactive Eng.) / Labor Time * 24 |
| Values | Campaign Conversions | Chat | Total Value Of Products Purchased. Derived From The Total Engagement Attribute Under The Transaction Sde | Agent Activity | Agent Group Skill Engagement Campaign End-point (Source Type) | Round(value) |
| Viewed Survey | Surveys | Chat | Number Of Survey Forms Viewed By Consumers | Agent Activity | Agent Group Skill | - |
| Abandoned Conversations | Consumer Experience | Messaging | A Conversation Will Be Marked As Abandoned In Any Of The Following Cases: 1. The Agent Did Not Respond To A Consumer Message. 2. No Messages Were Exchanged Between The Agent And The Consumer After The Conversation Started. 3.the Consumer Did Not Reply To The Agent's Message. Conversations Where The Agent Initiates The First Message (Resume) Cannot Be Marked As Abandoned Even If The Consumer Does Not Respond. | Agent Operations | Date Initial Device Goal Type Group Source Type | - |
| Abandoned Rate | Consumer Experience | Messaging | The Percentage (%) Of Consumers Who Abandoned The Queue Out Of All Consumers That Entered The Queue | Agent Operations | Date Initial Device Goal Type Group Source Type | Abandoned Conversations / Closed Conversations |
| Abandoned Segments (Agent) | Agent Segments | Messaging | The Number Of Conversations Closed By A Consumer Which Included No Agent Message. Measured During The Last Agent-segment Of The Conversation And Is Unaffected By The Agent Activity From Previous Segments. Attributed To The Last Agent Assigned To The Conversation. | Agent Operations | Agent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Abandoned Segments (Skill) | Skill Segments | Messaging | The Number Of Conversations Closed By A Consumer Which Included No Agent Message. Measured During The Last Segment Of The Conversation And Is Unaffected By The Agent Activity From Previous Segments. | Agent Operations | Skill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Abandoned Segments - In Queue (Skill) | Skill Segments | Messaging | The Number Of Conversations Closed By A Consumer Which Included No Agent Message Since No Agent Was Assigned. Measured During The Last Skill-segment Of The Conversation And Is Unaffected By The Agent Activity From Previous Skill-segments. | Agent Operations | Skill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Abandoned Segments Rate (Agent) | Agent Segments | Messaging | The Percentage Of Abandoned Segments Out Of The Total Segments Assigned To The Agent. | Agent Operations | Agent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | Abandoned Segments (Agent) / Agent Segments |
| Abandoned Segments Rate (Skill) | Skill Segments | Messaging | The Percentage Of Abandoned Segments Out Of The Total Segments Assigned To The Skill. | Agent Operations | Skill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | Abandoned Segments (Skill) / Skill Segments |
| Active Consumers | Consumer Experience | Messaging | The Number Of Consumers Who Were Active During A Selected Timeframe. A Consumer Is Marked As Active If At Least One Of The Following Occurred:1) Consumer Opened A Conversation2) Consumer Sent A Message In A Conversation3) Consumer Closed The Conversation | Agent Operations | Merchant Subscriber | Count Distinct Consumers |
| Active Conversation Ratio | Agent Utilization | Messaging | The Percentage (%) Of Active Conversations Assigned To Agents Out Of The Total Number Of Assigned Conversations. | Agent Operations | Agent Group | - |
| Agent Assignment Rate | Agent Segments | Messaging | The Percentage Of Assignments To Agent Out Of The Total Assignments To The Agent? Skill. | Agent Operations | Agent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | Agent Segments / Assignments To Skill |
| Agent Close Rate | Repeat Contact Rate | Messaging | The Percentage (%) Of Conversations Closed By Agents Compared To The Total Number Of Closed Conversations | Agent Operations | Agent Group Skill Campaign Source Type | [No. Of Conversations Closed By Agent]/[closed Conversations] |
| Agent Or Consumer Close Rate | Repeat Contact Rate | Messaging | The Percentage (%) Of Conversations Closed By Agents And Consumers Compared To The Total Number Of Closed Conversations | Agent Operations | Agent Group Skill Campaign Source Type | (No. Of Conversations Closed By Agent+no. Of Conversations Closed By Consumer)/closed Conversations |
| Agent Response Time From Assignment | Agent Productivity | Messaging | Time It Takes For An Agent To Respond The First Time After Assigment | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Agent Segments | Agent Segments | Messaging | The Number Of Times Conversations Were Assigned To An Agent. A Conversation May Be Assigned More Than Once To A Given Agent. | Agent Operations | Agent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Agent To Agent Transfer Rate | Agent Productivity | Messaging | The Percentage (%) Of Conversations Transferred From One Agent Directly To Another Agent | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | [Agent To Agent Transfers]/[handled Conversations] |
| 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 | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Average No. Of Active Conversations | Agent Utilization | Messaging | The Average Number Of Conversations Assigned To An Agent With The Maximum Weight By Smart Capacity And Therefore Occupying A Full Agent Capacity Slot. These Are Named Active Conversations. | Agent Operations | Agent Group | - |
| Average No. Of Assigned Conversations | Agent Utilization | Messaging | The Average Number Of Conversations Concurrently Assigned To An Agent. | Agent Operations | Agent Group | - |
| Avg. Actionable Unassigned Conversations | Queue Health | Messaging | The Average Number Of Actionable Conversation In Queue.filterable By Skill. | Agent Operations | Skill | An Hourly Average Of A Frequent Snapshot Of Each Skill-queue. Each Snapshot Reports On The Number Of Conversations In Queue. |
| Avg. Actionable Unassigned Conversations (Consumer Messaged Last) | Queue Health | Messaging | The Average Number Of Actionable Conversation In Queue. These Conversations Are Actionable Because The Last Message In The Conversation Was Sent By The Consumer.filterable By Skill. | Agent Operations | Skill | An Hourly Average Of A Frequent Snapshot Of Each Skill-queue. Each Snapshot Reports On The Number Of Conversations In Queue. |
| Avg. Actionable Unassigned Conversations (In Transfer) | Queue Health | Messaging | The Average Number Of Actionable Conversation In Queue. These Conversations Are Actionable Because These Conversations Were Transferred Into The Queue By An Agent.filterable By Skill. | Agent Operations | Skill | An Hourly Average Of A Frequent Snapshot Of Each Skill-queue. Each Snapshot Reports On The Number Of Conversations In Queue. |
| Avg. Actionable Unassigned Conversations (Manual Ttr Is Set) | Queue Health | Messaging | The Average Number Of Actionable Conversation In Queue. These Conversations Are Actionable Because An Agent Set A Manual Ttr (Sla) On These Conversation.filterable By Skill. | Agent Operations | Skill | An Hourly Average Of A Frequent Snapshot Of Each Skill-queue. Each Snapshot Reports On The Number Of Conversations In Queue. |
| Avg. Agent Away Load | Agent Productivity | Messaging | The Average Conversation Load On An Agent In The Away State. 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.\n | Agent Operations | Agent Group Skill Campaign Source Type | - |
| 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. | Agent Operations | Agent Group | - |
| Avg. Agent Online Load | Agent Productivity | Messaging | The Average Conversation Load On An Agent In The Online State. The Load Is Determined By The Weights Assigned To Conversations By Smart Capacity. A Conversation Can Have A Maximum Weight Of 1 And A Minimum Of 0.1. | Agent Operations | Agent Group Skill Campaign Source Type | - |
| Avg. Consumer Response Time | Consumer Experience | Messaging | Average Of The Time ([Mm]:ss) Taken By Consumers To Respond To An Agent? Message.in Case Of Multiple Consecutive Agent Messages The Time Will Be Measured From The First Message. In Case Of Multiple Consecutive Consumer Responses The Time Will Be Measured Until The First Response.this Kpi Is Not Assigned To An Agent | Agent Operations | Skill Engagement Campaign Lob End-point (Source Type) | - |
| Avg. Conversation Duration | Consumer Experience | Messaging | Average Duration Of Conversions From Open Time To Close Time. Attributed To The Agent Group And Skill At The Time The Conversation Was Closed | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Avg. Manual Sla Time | Agent Productivity | Messaging | Average Of Time ([Mm]:ss) Set By Agents When Performing Manual Sla During Messaging Conversation. | Agent Operations | Agent Groupskill | (Sla_time_due_days) / (No. Of Manual Sla Actions Performed) |
| Avg. No. Of Agent Responses In Segment (Agent) | Agent Segments | Messaging | Average Number Of Responses Provided By Agent During An Agent-segment | Agent Operations | Agent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Avg. No. Of Agent Responses Per Conversation | Agent Productivity | Average Number Of Responses Provided By An Agent During A Conversation | Agent Operations | - | ||
| Avg. No. Of Consumer Responses In Segment (Agent) | Agent Segments | Messaging | Average Number Of Responses Provided By Consumers To An Agent's Message During An Agent-segment | Agent Operations | Agent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Avg. Not Actionable Unassigned Conversations | Queue Health | Messaging | The Average Number Of Not-actionable Conversation In Queue.filterable By Skill. | Agent Operations | Skill | An Hourly Average Of A Frequent Snapshot Of Each Skill-queue. Each Snapshot Reports On The Number Of Conversations In Queue. |
| Avg. Not Actionable Unassigned Conversations (In Transfer) | Queue Health | Messaging | The Average Number Of Not-actionable Conversations In Queue. These Conversations Include Those That Were Transferred By An Agent Into The Queue. Conversations In-queue And In-transfer Are Considered Actionable By Default Unless The Brand Chooses To Change The Queue Management Configuration.filterable By Skill. | Agent Operations | Skill | An Hourly Average Of A Frequent Snapshot Of Each Skill-queue. Each Snapshot Reports On The Number Of Conversations In Queue. |
| Avg. Not Actionable Unassigned Conversations (Manual Ttr Is Set) | Queue Health | Messaging | The Average Number Of Not-actionable Conversations In Queue. These Conversations Include Those In Which An Agent Set A Manual Ttr (Sla). Conversations In-queue And Set With Manual Ttr Are Considered Actionable By Default Unless The Brand Chooses To Change The Queue Management Configuration.filterable By Skill. | Agent Operations | Skill | An Hourly Average Of A Frequent Snapshot Of Each Skill-queue. Each Snapshot Reports On The Number Of Conversations In Queue. |
| Avg. Response Time By Agent | Agent Responsiveness | Messaging | Average Time Taken By The Agent To Respond To A Consumer Message. Time Is Measured From The First Of Consecutive Messages Sent By A Consumer | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Avg. Segment Duration (Agent) | Agent Segments | Messaging | Average Duration (Mm:ss) Of An Agent-segment. Measured From The Time The Conversation Was Assigned To The Agent Until It Was Closed Or Transferred. Attributed To The Assigned Agent Group And Skill. | Agent Operations | Agent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Avg. Segment Duration (Skill) | Skill Segments | Messaging | Average Duration Of Skill-segments. Measured From The Time The Conversation Was Assigned To The Skill Until It Was Closed Or Transferred To Another Skill. | Agent Operations | Skill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Avg. Sla First Response | Agent Productivity | Messaging | The Average Time Taken To First Respond To The Consumer For New Conversations Or Transferred Conversations. For Transferred Conversations The Time Is Measured From The Time Of Transfer To The Time Of Agent Response. Attributed To The Time The Conversion Was Assigned To The Agent (Agent Segment Start Time). | Agent Operations | Agent Group Skill Campaign Source Type | - |
| Avg. Time To First Response From Agent Assignment | Agent Responsiveness | Messaging | The Average Time Taken By An Agent To Respond For The First Time To A Consumers Message From The Time The Agent Was Assigned To The Conversation. Measured For The First Agent Message Sent After Each Assignemnt - Including Assignemnt To A New Conversation And After Transfer. | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Avg. Time To First Response From Agent Assignment - After Transfer | Agent Responsiveness | Messaging | The Average Time Taken By An Agent To Respond For The First Time After The Conversation Was Transferred. Measured From The Time The Agent Was Assigned After The Transfer. | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Avg. Time To First Response From Agent Assignment - For New Conversation | Agent Responsiveness | Messaging | The Average Time Taken By An Agent To Respond To The First Message A Consumer Sent In A Conversation From The Time The Agent Was Assigned To The Conversation. Measured Only For The First Agent Message Sent In A New Conversation. | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Avg. Time To First Response In Segment | Agent Segments | Messaging | The Average Time (Mm:ss) Taken By An Agent To Respond For The First Time To The Consumer In An Agent-segment (An Agent Segment Is Defined As The Part Of The Conversation In Which The Agent Was Assigned. Measured From The Time The Agent Is Assigned Until She Is Not Longer Assigned). | Agent Operations | Agent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Avg. Time To Response From Agent Assignment | Agent Responsiveness | Messaging | The Average Time Taken By An Agent To Send A Message To The Consumer From The Time The Agent Was Assigned To A Conversation. Measured For The All Agent Message Sent In A Conversation | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Avg. Time To Response In Segment | Agent Segments | Messaging | The Average Time (Mm:ss) Taken By An Agent To Respond To The Consumer In An Agent-segment (An Agent Segment Is Defined As The Part Of The Conversation In Which The Agent Was Assigned. Measured From The Time The Agent Is Assigned Until She Is Not Longer Assigned). | Agent Operations | Agent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Avg. Unassigned Conversations | Queue Health | Messaging | The Average Number Of Unassigned Conversations (In-queue).filterable By Skill. | Agent Operations | Skill | An Hourly Average Of A Frequent Snapshot Of Each Skill-queue. Each Snapshot Reports On The Number Of Conversations In Queue. |
| Avg. Wait Time For Agent Assignment | Queue Health | Messaging | The Time (Mm:ss) On Average A New Conversation Remains In Queue Until Assigned To An Agent. Measured From The Time The Conversation Was Opened Until The Time It Was Assigned To An Agent. For Conversations Involving A Bot The Measurement Starts From The Time The Bot Escalates The Conversation To When It Is Assigned To An Agent. | Agent Operations | Skill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Avg. Wait Time For First Agent Response | Consumer Experience | Messaging | The Time On Average A Consumer Waits For A Response To The First Message The Consumer Sent In A Conversation. Measured From The Time The First Message Was Sent By The Consumer To The First Response Provided By An Agent In The Conversation. | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Avg. Wait Time For First Agent Response - First Time Conversations | Consumer Experience | Messaging | The Time On Average A Consumer Who Messaged The Brand For The First Time Waits For A Response From The Brand. Measured From The Time The First Message Was Sent By The Consumer To The First Response Provided By An Agent In The Conversation. | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Avg. Wait Time For First Human Agent Response | Consumer Experience | Messaging | The Time On Average A Consumer Waits For A Response From The First Human Agent Assigned To The Conversation.if A Bot Was The First Assigned Agent The Responses From The Bot Are Omitted From This Metric's Calculation. | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Avg. Wait Time For First Human Agent Response - From Bot Escalation | Consumer Experience | Messaging | The Time On Average A Consumer Waits For The First Response In A Conversation By A Human Agent. Measured From The Time A Bot Escalates A Conversation To Another Skill-queue To The First Response Give By The Human Agent. | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Avg. Wait Time To First Human Agent Response - After Transfer | Consumer Experience | Messaging | The Time On Average A Consumer Waits For A Response From The First Agent Assigned To The Conversation After It Was Transferred. Measured From The Time The Conversation Was Transferred (Including Skill-to-skill Transfer Agent-to-agent Transfer Or Takeover) Until A Response Is Given By The Agent. | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Away | Agent Status | Messagingchat | Cumulative Time ([H]:mm) In Away State. Can Be Viewed And Filtered By The Away Reason Attribute. | Agent Operations | Agent Group | - |
| Away Reason Rate | Agent Status | Messaging | Percentage (%) Of Time Spent By Agents In A Particular Custom Away State Out Of The Total Logged In Time | Agent Operations | Agent Group | - |
| Back Soon | Agent Status | Messagingchat | Cumulative Time ([H]:m M) In Back Soon State | Agent Operations | Agent Group | - |
| Back Soon Rate | Agent Status | Messagingchat | Percentage (%) Of Time Spent By Agents In Back Soon State Out Of The Logged In Time | Agent Operations | Agent Group | Back Soon / Logged In Time |
| Back To Queue Transfer Rate | Repeat Contact Rate | Messaging | The Percentage (%) Of Conversations Transfers Back To The Queue. | Agent Operations | Agent Group Skill Campaign Source Type | Back To Queue Transfers/handled Conversations |
| Back To Queue Transfers | Agent Productivity | Messaging | Total Number Of Transfers Back To The Queue. The Transfer Is Attributed To The Skill From Which The Transfer Was Initiated And Agent Who Initiated The Transfer | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Ccplh | Agent Productivity | Messaging | Closed Conversations Per Login Hours. | Agent Operations | Agent Group Skill Engagement Campaign Lob Source Type | [Closed Conversations]/[login Hours] |
| Ccpoh | Agent Productivity | Messaging | Closed Conversations Per Online Hours. | Agent Operations | Agent Group Skill Engagement Campaign Lob Source Type | [Closed Conversations]/[online Hours] |
| Closed Conversations | Agent Productivity | Messaging | Number Of Conversations Closed By Agent Consumer Or The System | Agent Operations | 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 |
| Consumer Close Rate | Repeat Contact Rate | Messaging | The Percentage (%) Of Conversations Closed By Consumers Compared To The Total Number Of Closed Conversations | Agent Operations | Agent Group Skill Campaign Source Type | No. Of Conversations Closed By Consumer/closed Conversations |
| Cross Session Sales Aov | Campaign Conversions | Messaging | The Average Revenue Generated By The Orders Placed After A Messaging Conversation Which Reached A Sell Product / Service Goal | Agent Operations | Agent Group Skill Line Of Business Campaign Engagement Source Type (Entry Point) | Cross Session Sales Revenue/cross Session Sales Conversions |
| Cross Session Sales Conversions | Campaign Conversions | Messaging | Number Of Sell Product / Service Goals Reached After A Messaging Conversation | Agent Operations | Agent Group Skill Line Of Business Campaign Engagement Source Type (Entry Point) | - |
| Cross Session Sales Revenue | Campaign Conversions | Messaging | Total Revenue Achieved After A Messaging Conversation From All Transactions Which Led To A Sell Product / Service Goal Reached. | Agent Operations | Agent Group Skill Line Of Business Campaign Engagement Source Type (Entry Point) | - |
| 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. | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Csat (Brand) | Surveys | Messaging | The Percentage Of Answers 4 Or 5 (Top Two Boxes) Out Of The Total Responses Submitted By Consumers To A Predefined Csat Question Type. Invalid Answers Unrecognized By The Bot Are Excluded From The Formula. Calculated At The Brand Level. | Agent Operations | Skill Engagement Campaign Lob End-point (Source Type) | - |
| Csat Answer - 1 | Surveys | Messaging | The Number Of Answers (1) Submitted By Consumers To A Predefined Csat Question Type. | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Csat Answer - 2 | Surveys | Messaging | The Number Of Answers (2) Submitted By Consumers To A Predefined Csat Question Type. | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Csat Answer - 3 | Surveys | Messaging | The Number Of Answers (3) Submitted By Consumers To A Predefined Csat Question Type. | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Csat Answer - 4 | Surveys | Messaging | The Number Of Answers (4) Submitted By Consumers To A Predefined Csat Question Type. | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Csat Answer - 5 | Surveys | Messaging | The Number Of Answers (5) Submitted By Consumers To A Predefined Csat Question Type. | Agent Operations | 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 Associated With The Time The Conversation Ended. Contains Both Results From The First Generation Survey And The Survey Bot Driven Flows. | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | Number Of 4 Or 5 Responses / Number Of Responses |
| Csat_1 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "1" To A Predefined Csat Question. | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Csat_2 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "2" To A Predefined Csat Question. | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Csat_3 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "3" To A Predefined Csat Question. | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Csat_4 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "4" To A Predefined Csat Question. | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Csat_5 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "5" To A Predefined Csat Question. | Agent Operations | 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. | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Fcr (Brand) | Surveys | Messaging | The Percentage Of Answers Yes Out Of The Total Responses Submitted By Consumers To A Predefined Fcr Question Type. Calculated At The Brand Level. | Agent Operations | Skill Engagement Campaign Lob End-point (Source Type) | - |
| Fcr_no (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "No" To A Predefined Fcr Question. | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Fcr_yes (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "Yes" To A Predefined Fcr Question. | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Handled Consumers | Agent Productivity | Messaging | The Number Of Consumers Who Received A Message From Any Agent (Bot Or Human) During The Selected Timeframe. | Agent Operations | Merchant Subscriber | Count Distinct Consumers |
| Handled Conversations | Agent Productivity | Messaging | The Number Of Conversations In Which Any Agent (Bot Or Human) Sent At Least 1 Message During The Selected Timeframe. | Agent Operations | Merchant Subscriber | Count Distinct Conversations |
| Handled Conversations Per Login Hour | Agent Productivity | Messaging | The Average Number Of Conversations An Agent Handled During Their Time Logged In. | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | Handled Conversations / Logged In Time |
| In Session Sales Aov | Campaign Conversions | Messaging | The Average Revenue Generated By The Orders Placed During A Messaging Conversation Which Reached A Sell Product / Service Goal | Agent Operations | Agent Group Skill Line Of Business Campaign Engagement Source Type (Entry Point) | In Session Sales Revenue/in Session Sales Conversions |
| In Session Sales Conversions | Campaign Conversions | Messaging | Number Of Sell Product / Service Goals Reached During A Messaging Conversation | Agent Operations | Agent Group Skill Line Of Business Campaign Engagement Source Type (Entry Point) | - |
| In Session Sales Revenue | Campaign Conversions | Messaging | Total Revenue Achieved During A Messaging Conversation From All Transactions Which Led To A Sell Product / Service Goal Reached. | Agent Operations | Agent Group Skill Line Of Business Campaign Engagement Source Type (Entry Point) | - |
| Interactive Conversations | Consumer Experience | Messaging | Number Of Conversations During Which The Consumers Responded At Least Once To An Agent Message | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Interactive Rate | Consumer Experience | Messaging | Percentage Of Interactive Conversations Out Of The Total Number Of Closed Conversations | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Interactive Segments (Agent) | Agent Segments | Messaging | The Number Of Agent-segments Which Included At Least One Response From The Consumer To An Agent? Message. | Agent Operations | Agent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Interactive Segments (Skill) | Skill Segments | Messaging | The Number Of Skill-segments With At Least One Response From A Consumer To A Skilled-agent? Message. Measured From The First Message Sent By An Agent In A New Skill-segment. | Agent Operations | Skill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Interactive Segments Rate (Agent) | Agent Segments | Messaging | The Percentage Of Interactive Segments Out Of The Total Segments Assigned To The Agent. | Agent Operations | Agent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | Interactive Segments (Agent) / Agent Segments |
| Interactive Segments Rate (Skill) | Skill Segments | Messaging | The Percentage Of Interactive Segments Out Of All The Segments Assigned To A Skill Excluding Abandoned Segments (Skill) And Segments With Non-responsive Agents (Skill) | Agent Operations | Skill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | ([Interactive Segments (Skill)] / ([Skill Segments] - ([Abandoned Segments (Skill)] + [Segments With Non Responsive Agents (Skill)]))) |
| Logged In Time | Agent Status | Messagingchat | Cumulative Agents Logged In Time (Hh:mm) | Agent Operations | Agent Group | - |
| Login Hours | Agent Productivity | Messaging | Login Hours In Numeric Format | Agent Operations | Agent Group Skill Engagement Campaign Lob Source Type | [Logged In Time]*24 |
| 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. | Agent Operations | Agent Group | - |
| Max. Sla First Response | Agent Productivity | Messaging | The Maximum Time Taken To First Respond To The Consumer For New Conversations Or Transferred Conversations. For Transferred Conversations The Time Is Measured From The Time Of Transfer To The Time Of Agent Response. Attributed To The Time The Conversion Was Assigned To The Agent (Agent Segment Start Time). | Agent Operations | Agent Group Skill Campaign Source Type | - |
| Max. Wait Time For Agent Assignment | Queue Health | Messaging | The Maximum Time (Mm:ss) A Conversation Remains In Queue Until Assigned To An Agent. Measured From The Time The Conversation Was Opened Until The Time It Was Assigned To An Agent. | Agent Operations | Skill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Mcs | Consumer Experience | Messaging | Meaningful Conversation Score (Mcs - An Automated Real Time Measurement Of Consumer Sentiment) For Closed Conversations Including Unassigned Conversations. This Metric Is Attributed Only To The Last Assigned Agent In The Conversation. | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | Average Of 3 Possible Mcs Values:/n1) Positive = 100/n2) Neutral = 0/n3) Negative = -100 |
| Messaging Collaboration Duration (Sec) | Agent Productivity | Messaging | The Total Duration Of Messaging Collaboration Sessions. | Agent Operations | Agent Group Skill Engagement Campaign Lob Source Type | - |
| 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. | Agent Operations | Agent Group | - |
| No. Of Conversations Closed By Agent | Agent Productivity | Messaging | Number Of Conversations That Were Closed By Agents | Agent Operations | 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 | Agent Operations | 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 | Agent Operations | 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 | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| No. Of Conversations Opened By Consumer | Consumer Experience | Messaging | Number Of Conversations Opened By Consumers. This Kpi Is Assigned To Skill (Not Agent) | Agent Operations | Skill Engagement Campaign Lob End-point (Source Type) | - |
| No. Of Manual Sla Actions Performed | Agent Productivity | Messaging | Number Of Manual Sla Actions Performed By An Agent During Messaging Conversation. | Agent Operations | Agent Groupskill | Sum(agent_sla) |
| No. Of Messaging Collaboration Interactive Sessions | Agent Productivity | Messaging | Number Of Interactive Messaging Collaboration Sessions.an Interactive Session Involves Participation Of Both Agent And Consumer And Lasts 60 Seconds Or More | Agent Operations | Agent Group Skill Engagement Campaign Lob Source Type | - |
| No. Of Messaging Collaboration Sessions | Agent Productivity | Messaging | Number Of Collaboration Sessions. Interactive And Non Interactive Sessions. | Agent Operations | Agent Group Skill Engagement Campaign Lob Source Type | - |
| No. Of Secure Form (Pci) Sent (Messaging) | Agent Productivity | Messaging | Number Of Secure Forms Sent By An Agent To A Consumer During A Conversation. | Agent Operations | Agent Group Skill Engagement Campaign Lob | - |
| No. Of Secure Form (Pci) Submitted (Messaging) | Agent Productivity | Messaging | Number Of Secure Forms Completed And Submitted Back To The Agent By A Consumer During A Conversation. | Agent Operations | Agent Group Skill Engagement Campaign Lob Source Type | - |
| No. Of Secure Form (Pci) Viewed (Messaging) | Agent Productivity | Messaging | Number Of Secure Forms Viewed By The Consumer During A Conversation. | Agent Operations | Agent Group Skill Engagement Campaign Lob Source Type | - |
| Non - Interactive Conversations | Consumer Experience | Messaging | Number Of Conversations During Which The Consumers Did Not Respond To An Agent Message.conversations In Which The Agent Is The First To Message (Resume) And Do Not Include A Consumer Response To The Agent Message Are Considered Non Interactive (And Not Abandoned) | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Non - Interactive Rate | Consumer Experience | Messaging | Percentage Of Non-interactive Conversations Out Of The Total Number Of Closed Conversations | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | Non - Interactive Conversations / Closed Conversations |
| Nps (Agent And Skill) | Surveys | Messaging | The Net Promoter Score Based On A Scale Of 0 To 10 And Derived From The Predefined Nps Question Type. Calculated At The Agent And Skill Level. | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Nps (Brand) | Surveys | Messaging | The Net Promoter Score Based On A Scale Of 0 To 10 And Derived From The Predefined Nps Question Type. Calculated At The Brand Level. | Agent Operations | Skill Engagement Campaign Lob End-point (Source Type) | - |
| Nps_0 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "0" To A Predefined Nps Question. | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Nps_1 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "1" To A Predefined Nps Question. | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Nps_10 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "10" To A Predefined Nps Question. | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Nps_2 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "2" To A Predefined Nps Question. | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Nps_3 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "3" To A Predefined Nps Question. | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Nps_4 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "4" To A Predefined Nps Question. | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Nps_5 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "5" To A Predefined Nps Question. | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Nps_6 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "6" To A Predefined Nps Question. | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Nps_7 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "7" To A Predefined Nps Question. | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Nps_8 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "8" To A Predefined Nps Question. | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Nps_9 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "9" To A Predefined Nps Question. | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Online | Agent Status | Messagingchat | Cumulative Time ([H]:mm) In Online State. Note! Messaging Agents Must Have A Configured Chat Concurrency (Greater Than 0) In Order For The System To Populate This Metric's Value. Messaging Agents With A Chat Concurrency Of 0 Appear With 0 Online Time. | Agent Operations | Agent Group | - |
| Online Hours | Agent Productivity | Messaging | Online Hours In Numeric Format | Agent Operations | Agent Group Skill Engagement Campaign Lob Source Type | [Online]*24 |
| Online Rate | Agent Status | Messagingchat | The Percentage (%) Of Time The Agent Spent In The Online State Out Of The Logged In Time | Agent Operations | Agent Group | Online / Logged In Time |
| Opened Conversations | Consumer Experience | Messaging | Number Of Opened Conversations By Either Agents Or Consumers | Agent Operations | Date Initial Device Goal Type Group Source Type | No. Of Conversations Opened By Agent+no. Of Conversations Opened By Consumer |
| Rcr 0-3 Days | Repeat Contact Rate | Messaging | Percentage Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 0 To 3 Days. | Agent Operations | Agent Group Skill Campaign Source Type | Repeat 0-3 Days/closed Conversations |
| Rcr 1 Day | Repeat Contact Rate | Messaging | Percentage Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 1 Hour And 1 Day. | Agent Operations | Agent Group Skill Campaign Source Type | Repeat 1 Day/closed Conversations |
| Rcr 1 Hour | Repeat Contact Rate | Messaging | Percentage Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Within 1 Hour. | Agent Operations | Agent Group Skill Campaign Source Type | Repeat 1 Hour/closed Conversations |
| Rcr 14 Day | Repeat Contact Rate | Messaging | Percentage Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 7 Day And 14 Days. | Agent Operations | Agent Group Skill Campaign Source Type | Repeat 14 Days/closed Conversations |
| Rcr 3 Day | Repeat Contact Rate | Messaging | Percentage Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 1 Day And 3 Days. | Agent Operations | Agent Group Skill Campaign Source Type | Repeat 3 Days/closed Conversations |
| Rcr 30 Day | Repeat Contact Rate | Messaging | Percentage Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 14 Day And 30 Days. | Agent Operations | Agent Group Skill Campaign Source Type | Repeat 30 Days/closed Conversations |
| Rcr 4-30 Days | Repeat Contact Rate | Messaging | Percentage Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 4 To 30 Days. | Agent Operations | Agent Group Skill Campaign Source Type | Repeat 4-30 Days/closed Conversations |
| Rcr 7 Day | Repeat Contact Rate | Messaging | Percentage Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 3 Day And 7 Days | Agent Operations | Agent Group Skill Campaign Source Type | Repeat 7 Days/closed Conversations |
| Rcr For Same Skill 0-30 Days | Repeat Contact Rate | Messaging | The Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Within The Same Skill Between 0-30 Days | Agent Operations | Agent Group Skill Campaign Source Type | Repeat Skill/(rcr 0-3 Days+rcr 4-30 Days) |
| Rcr For Same Source Type 0-30 Days | Repeat Contact Rate | Messaging | The Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Within The Same Skill Between 0-30 Days | Agent Operations | Agent Group Skill Campaign Source Type | Repeat Souurce Type /(Rcr 0-3 Days+rcr 4-30 Days) |
| Repeat 0-3 Days | Repeat Contact Rate | Messaging | Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Up To 3 Days. | Agent Operations | Agent Group Skill Campaign Source Type | Repeat 1 Hour+repeat 1 Day+repeat 3 Days |
| Repeat 0-30 Days | Repeat Contact Rate | Messaging | Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Up To 30 Days. | Agent Operations | Agent Group Skill Campaign Source Type | Repeat 0-3 Days+repeat 4-30 Days |
| Repeat 1 Day | Repeat Contact Rate | Messaging | Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 1 Hour And 1 Day. This Rcr Measurement Is Mutually Exclusive Meaning Rcr 1 Hour (For Example) Is Not Included. | Agent Operations | Agent Group Skill Campaign Source Type | |
| Repeat 1 Hour | Repeat Contact Rate | Messaging | Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Within 1 Hour. This Measurement Is A Prime Indicator Of Conversations That Are Closed Prematurely. | Agent Operations | Agent Group Skill Campaign Source Type | |
| Repeat 14 Days | Repeat Contact Rate | Messaging | Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 7 Day And 14 Days. This Rcr Measurement Is Mutually Exclusive Meaning Rcr 7 Days (For Example) Is Not Included. | Agent Operations | Agent Group Skill Campaign Source Type | |
| Repeat 3 Days | Repeat Contact Rate | Messaging | Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 1 Day And 3 Days. This Rcr Measurement Is Mutually Exclusive Meaning Rcr 1 Day (For Example) Is Not Included. | Agent Operations | Agent Group Skill Campaign Source Type | |
| Repeat 30 Days | Repeat Contact Rate | Messaging | Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 14 Day And 30 Days. This Rcr Measurement Is Mutually Exclusive Meaning Rcr 14 Days (For Example) Is Not Included. | Agent Operations | Agent Group Skill Campaign Source Type | |
| Repeat 4-30 Days | Repeat Contact Rate | Messaging | Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 7 To 30 Days. | Agent Operations | Agent Group Skill Campaign Source Type | Repeat 7 Days+repeat 14 Days+repeat 30 Days |
| Repeat 7 Days | Repeat Contact Rate | Messaging | Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 3 Day And 7 Days. This Rcr Measurement Is Mutually Exclusive Meaning Rcr 3 Days (For Example) Is Not Included. | Agent Operations | Agent Group Skill Campaign Source Type | |
| Repeat Other Skill | Repeat Contact Rate | Messaging | The Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation With The Other Skill Between 0-30 Days | Agent Operations | Agent Group Skill Campaign Source Type | Repeat 0-30 Days-repeat Skill |
| Repeat Skill | Repeat Contact Rate | Messaging | The Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation With The Same Skill Between 0-30 Days | Agent Operations | Agent Group Skill Campaign Source Type | |
| Repeat Source Type | Repeat Contact Rate | Messaging | The Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Within The Same Source. | Agent Operations | Agent Group Skill Campaign Source Type | |
| Resolution Rate 0-3 Days | Repeat Contact Rate | Messaging | Percentage Of Closed Conversations Where The Same Consumerid Did Not Open A Subsequent Conversation Within 3 Days. | Agent Operations | Agent Group Skill Campaign Source Type | 1- (Rcr 0-3 Days) |
| Sales Aov | Campaign Conversions | Messaging | The Average Revenue Generated By The Orders Placed After Or During A Messaging Conversation Which Reached A Sell Product / Service Goal | Agent Operations | 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 | Agent Operations | Agent Group Skill Engagement Campaign End-point (Source Type) | - |
| Sales Conversions | Campaign Conversions | Messaging | Number Of Sell Product / Service Goals Reached During Or After A Messaging Conversation | Agent Operations | 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. | Agent Operations | Agent Group Skill Engagement Campaign End-point (Source Type) | - |
| Segments With Non Responsive Agents (Agent) | Agent Segments | Messaging | The Number Of Agent-segments Which Ended In A Transfer Or Closed By Agent Or System With No Message From An Agent. | Agent Operations | Agent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Segments With Non Responsive Agents (Skill) | Skill Segments | Messaging | The Number Of Skill-segments Which Ended In A Transfer To Another Skill Or Closed By Agent/system With No Message From An Agent. | Agent Operations | Skill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Segments With Non Responsive Consumers (Agent) | Agent Segments | Messaging | The Number Of Closed Conversations Which Included No Consumer Response To An Agent's Message. Measured During The Last Agent-segment Of The Conversation. | Agent Operations | Agent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Segments With Non Responsive Consumers (Skill) | Skill Segments | Messaging | The Number Of Skill-segments Which Ended In A Transfer To Another Skill Or Closed With No Response From The Consumer To An Agent? Message. | Agent Operations | Skill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Skill Segments | Skill Segments | Messaging | The Number Of Times Conversations Were Assigned To A Skill. Measured For Conversations That Were Opened To The Skill Or Transffered To It. A Conversation May Be Assigned More Than Once To A Given Skill. | Agent Operations | Skill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Skill To Skill Transfer Rate | Repeat Contact Rate | Messaging | The Percentage (%) Of Conversations Transfers From Skill To Skill. | Agent Operations | Agent Group Skill Campaign Source Type | Skill To Skill Transfers/handled Conversations |
| Skill To Skill Transfers | Agent Productivity | Messaging | Total Number Of Transfers To A Skill. The Transfer Is Attributed To The Skill From Which The Transfer Was Initiated And Agent Who Initiated The Transfer | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Sla 10m All Responses | Sla Report | Messaging | The Total Number Of Agent Responses (Excluding The First Response) Answered Within A 10 Minute Bucket | Agent Operations | Skill | |
| Sla 10m All Responses Percentage | Sla Report | Messaging | The Percentage Of Agent Responses (Excluding The First Response) Answered Within A 10 Minute Bucket | Agent Operations | Skill | |
| Sla 10m First Response | Sla Report | Messaging | The Number Of Agent Segments In Which The Agent Sent Their First Response Within 10 Minutes | Agent Operations | Skill | |
| Sla 10m First Response Percentage | Sla Report | Messaging | The Percentage Of Agent Segments In Which The Agent Sent Their First Response Within 10 Minutes | Agent Operations | Skill | |
| Sla 180m All Responses | Sla Report | Messaging | The Total Number Of Agent Responses (Excluding The First Response) Answered Within A 180 Minute Bucket | Agent Operations | Skill | |
| Sla 180m All Responses Percentage | Sla Report | Messaging | The Percentage Of Agent Responses (Excluding The First Response) Answered Within A 180 Minute Bucket | Agent Operations | Skill | |
| Sla 180m First Response | Sla Report | Messaging | The Number Of Agent Segments In Which The Agent Sent Their First Response Within 180 Minutes | Agent Operations | Skill | |
| Sla 180m First Response Percentage | Sla Report | Messaging | The Percentage Of Agent Segments In Which The Agent Sent Their First Response Within 180 Minutes | Agent Operations | Skill | |
| Sla 24h All Responses | Sla Report | Messaging | The Total Number Of Agent Responses (Excluding The First Response) Answered Within 24 Hours | Agent Operations | Skill | |
| Sla 24h All Responses Percentage | Sla Report | Messaging | The Percentage Of Agent Responses (Excluding The First Response) Answered Within 24 Hours | Agent Operations | Skill | |
| Sla 24h First Response | Sla Report | Messaging | The Number Of Agent Segments In Which The Agent Sent Their First Response Within 24 Hours | Agent Operations | Skill | |
| Sla 24h First Response Percentage | Sla Report | Messaging | The Percentage Of Agent Segments In Which The Agent Sent Their First Response Within 24 Hours | Agent Operations | Skill | |
| Sla 30m All Responses | Sla Report | Messaging | The Total Number Of Agent Responses (Excluding The First Response) Answered Within A 30 Minute Bucket | Agent Operations | Skill | |
| Sla 30m All Responses Percentage | Sla Report | Messaging | The Percentage Of Agent Responses (Excluding The First Response) Answered Within A 30 Minute Bucket | Agent Operations | Skill | |
| Sla 30m First Response | Sla Report | Messaging | The Number Of Agent Segments In Which The Agent Sent Their First Response Within 30 Minutes | Agent Operations | Skill | |
| Sla 30m First Response Percentage | Sla Report | Messaging | The Percentage Of Agent Segments In Which The Agent Sent Their First Response Within 30 Minutes | Agent Operations | Skill | |
| Sla 5m All Responses | Sla Report | Messaging | The Total Number Of Agent Responses (Excluding The First Response) Answered Within A 5 Minute Bucket | Agent Operations | Skill | |
| Sla 5m All Responses Percentage | Sla Report | Messaging | The Percentage Of Agent Responses (Excluding The First Response) Answered Within A 5 Minute Bucket | Agent Operations | Skill | |
| Sla 5m First Response | Sla Report | Messaging | The Number Of Agent Segments In Which The Agent Sent Their First Response Within 5 Minutes | Agent Operations | Skill | |
| Sla 5m First Response Percentage | Sla Report | Messaging | The Percentage Of Agent Segments In Which The Agent Sent Their First Response Within 5 Minutes | Agent Operations | Skill | |
| Sla 60m All Responses | Sla Report | Messaging | The Total Number Of Agent Responses (Excluding The First Response) Answered Within A 60 Minute Bucket | Agent Operations | Skill | |
| Sla 60m All Responses Percentage | Sla Report | Messaging | The Percentage Of Agent Responses (Excluding The First Response) Answered Within A 60 Minute Bucket | Agent Operations | Skill | |
| Sla 60m First Response | Sla Report | Messaging | The Number Of Agent Segments In Which The Agent Sent Their First Response Within 60 Minutes | Agent Operations | Skill | |
| Sla 60m First Response Percentage | Sla Report | Messaging | The Percentage Of Agent Segments In Which The Agent Sent Their First Response Within 60 Minutes | Agent Operations | Skill | |
| Sla Above 24h All Responses | Sla Report | Messaging | The Total Number Of Agent Responses (Excluding The First Response) Answered Within More Than 24 Hours | Agent Operations | Skill | |
| Sla Above 24h All Responses Percentage | Sla Report | Messaging | The Percentage Of Agent Responses (Excluding The First Response) Answered Within More Than 24 Hours | Agent Operations | Skill | |
| Sla Above 24h First Response | Sla Report | Messaging | The Number Of Agent Segments In Which The Agent Sent Their First Response Within More Than 24 Hours | Agent Operations | Skill | |
| Sla Above 24h First Response Percentage | Sla Report | Messaging | The Percentage Of Agent Segments In Which The Agent Sent Their First Response Within More Than 24 Hours | Agent Operations | Skill | |
| Survey Take Rate | Surveys | The Percentage Of Conversations Handled By An Agent Where The Consumer Submitted A Survey Answering A Predefined Csat Question Type. | Agent Operations | - | ||
| System Close Rate | Repeat Contact Rate | Messaging | The Percentage (%) Of Conversations Closed By The System Compared To The Total Number Of Closed Conversations | Agent Operations | Agent Group Skill Campaign Source Type | No. Of Conversations Closed By System/closed Conversations |
| Takeover Rate | Repeat Contact Rate | Messaging | The Percentage (%) Of Conversations Another Agent (User) Takesover Conversations From A Given Agent. | Agent Operations | Agent Group Skill Campaign Source Type | Takeovers From Agent/opened Conversations |
| Takeovers By Agent | Agent Productivity | Messaging | The Number Of Times An Agent (User) Takes Over Conversations From Another Agent (Bot Or Human).in Most Cases This Metric Applies To Agent Managers Who Have The Permission To Take Over Conversations. | Agent Operations | 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?). | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Total No. Of Agent Responses | Agent Productivity | Messaging | Number Of Responses Provided By Agent | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Total No. Of Consumer Responses | Consumer Experience | Messaging | Number Of Responses Provided By Consumers To An Agent's Message. This Kpi Is Assigned To Skill (Not Agent). | Agent Operations | Skill Engagement Campaign Lob End-point (Source Type) | - |
| Total No. Of First Responses | Agent Productivity | Messaging | Number Of First Responses To Conversations | Agent Operations | 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 | Agent Operations | 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 | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Total No. Of Messages Sent By Consumer | Consumer Experience | Messaging | Number Of Messages Sent By Consumers Including Unassigned Conversations. This Kpi Is Not Assigned To A Specific Agent | Agent Operations | Skill Engagement Campaign Lob End-point (Source Type) | - |
| Total No. Of Messages Sent By Consumer To Agent | Consumer Experience | Messaging | Number Of Messages Sent By Consumers While An Agent Was Assigned To The Conversation. This Kpi Is Not Assigned To A Specific Agent | Agent Operations | 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 | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Transfer Rate | Agent Productivity | Messaging | The Percentage (%) Of Conversations Transferred Back To Queue To A Differnt Skill Or From One Agent Directly To Another Agent. | Agent Operations | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Wait Time For Agent Assignment 50th Percentile | Queue Health | Messaging | The Median Time (Mm:ss) A Conversation Remains In Queue Until Assigned To An Agent. Measured From The Time The Conversation Was Opened Until The Time It Was Assigned To An Agent. | Agent Operations | Skill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Wait Time For Agent Assignment 90th Percentile | Queue Health | Messaging | The 90th Percentile Of Time (Mm:ss) A Conversation Remains In Queue Until Assigned To An Agent. Measured From The Time The Conversation Was Opened Until The Time It Was Assigned To An Agent. | Agent Operations | Skill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Agent Segment Duration Bot | Bot Productivity | Messaging | The Duration Of An Bot-segment. Measured From The Time The Conversation Was Assigned To The Bot Until It Was Closed Or Transferred. Attributed To The Assigned Agent Group And Skill. | Bot Performance Dashboard | Agent Group Skill | |
| Agent Segments Bot | Bot Productivity | Messaging | The Number Of Times Conversations Were Assigned To An Agent. A Conversation May Be Assigned More Than Once To A Given Agent. | Bot Performance Dashboard | Agent Group Skill | |
| Annotations Exposure Rate | Agents Annotation | Messaging | Number Of Annotations Tha Were Exposed Out Of The Number Of Annotations That Were Created By The Bot When It Did Not Find Any Matching Intent. | Bot Performance Dashboard | No. Of Annotations Exposed / No. Of Annotations Created | |
| Annotations Submission Rate | Agents Annotation | Messaging | The Percentage Of Submitted Annotations Out Of The Created Annotations. | Bot Performance Dashboard | No. Of Submitted Annotations / No. Of Annotations Created | |
| Avg Bot Segment Duration | Bot Productivity | Messaging | The Average Duration Of The Time The Bot Was Assigned To The Conversation Measured From The Assignment Of The Bot Until The Conversation Is Transferred/escalated Or Taken Over Or Closed. | Bot Performance Dashboard | Agent Group Skill | Agent Segment Duration Bot / Agent Segments Bot |
| Avg. Conversation Duration | Bot Productivity | Messaging | The Average Duration Of Conversions From Open Time To Close Time. Attributed To The Agent Group And Skill At The Time The Conversation Was Closed | Bot Performance Dashboard | Agent Group Skill | |
| Avg. No. Of Bot Responses Per Conversation | Bot Productivity | Messaging | Average Number Of Bot Agent Responses Per Conversation. | Bot Performance Dashboard | Agent Group Skill | Total No. Of Responses Sent By Bot / Bot Assigned Conversations |
| Avg. Response Time By Bot | Bot Productivity | Messaging | Based On Avg. Response Time By Agent | Bot Performance Dashboard | Agent Group Skill | Agent Response Time Bot / Total No. Of Agent Responses Bot |
| Avg. Time To Response From Bot Assignment | Bot Productivity | Messaging | The Avg Max Response Time Taken By The Bot To Respond To A Consumer Message From Bot Assignment. Based On Avg. Time To Response From Agent Assignment For Bot Agents. | Bot Performance Dashboard | Agent Group Skill | Agent First Response Time Bot / Total No. Of First Responses Bot |
| Avg. Wait Time For First Bot Response | Bot Productivity | Messaging | The Avg Max Response Time Taken By The Bot To Respond To A Consumer Message. Time Is Measured From The First Of Consecutive Messages Sent By A Consumer If A Conversation Just Started Or From The Start Of The Conversation If There Is No Message From Consumer. Based On Avg. Wait Time For First Agent Response | Bot Performance Dashboard | Agent Group Skill | |
| Bot Abandoned Conversations | Bot Productivity | Messaging | The Number Of Distinct Conversations Closed With No Response From Consumer Since The Bot Was Assigned. | Bot Performance Dashboard | Agent Group Skill | |
| Bot Abandoned Conversations Rate | Bot Productivity | Messaging | The Percentage Of Bot Abandoned Conversations Out Of All The Bot Assigned Conversations | Bot Performance Dashboard | Agent Group Skill | |
| Bot Assigned Conversations | Bot Productivity | Messaging | The Distinct Number Of Conversations That Were Assigned To The Bot. New Conversations Or After Transfer. | Bot Performance Dashboard | Agent Group Skill | |
| Bot Closed Conversations | Bot Productivity | Messaging | Conversations That Were Closed When Bot Was Assigned To The Conversation. (Either Closed By The Bot Or Consumer Or System). | Bot Performance Dashboard | - | |
| Bot Closed Conversations Rate | Bot Productivity | Messaging | The Percentage Of Conversations Closed By The Bot Out Of The Conversations That Was Handled By The Bot ( Where The Bot Has Sent At Least One Message Or Transfer To Any Skill Or Agent) | Bot Performance Dashboard | Bot Closed Conversations / Bot Handled Conversations | |
| Bot Concluded Conversations | Bot Productivity | Messaging | The Number Of Bot Escalations Combined With The Number Of Bot Closed Conversations. | Bot Performance Dashboard | Agent Group Skill | Bot Escalations + Conversations Closed By The Bot |
| Bot Escalations | Bot Productivity | Messaging | The Number Of Conversations Transfers By The Bot To Another Skill Including Transfer To Skill Transfer To Agent ( Does Not Include B2q And Takeover). | Bot Performance Dashboard | Agent Group Skill | |
| Bot Escalations Rate | Bot Productivity | Messaging | Percentage (%) Of Conversations That Bot Has Transferred To Another Skill Out Of The Total Conversations Assigned To The Bot. | Bot Performance Dashboard | Agent Group Skill | Bot Escalations / Bot Assigned Conversations |
| Bot Handled Conversations | Bot Productivity | Messaging | The Distinct Number Of Conversations Where The Bot Has Sent At Least One Message Or Transfer To Any Skill Or Agent. | Bot Performance Dashboard | - | |
| Bot Interactive Conversations | Bot Productivity | Messaging | The Number Of Interactive Skill Segments Where The Consumer Answered To At Least One Message From The Bot In The Time The Conversation Was Assigned To That Bot. | Bot Performance Dashboard | Agent Group Skill | |
| Bot Interactive Conversations Rate | Bot Productivity | Messaging | The Percentage Of Bot Interactive Conversations Out Of All The Bot Assigned Conversations. | Bot Performance Dashboard | Agent Group Skill | Bot Interactive Conversations / Bot Assigned Conversations |
| Bot Takeover Rate | Bot Productivity | Messaging | The Percentage Of Takeovers From Bot Out Of All The Bot Assigned Conversations | Bot Performance Dashboard | Agent Group Skill | Takeovers From Bot / Bot Assigned Conversations |
| Closed Conversations | Bot Productivity | Messaging | Number Of Conversations Closed By Agent Consumer Or The System. | Bot Performance Dashboard | Agent Group Skill | No. Of Conversations Closed By Agent+ No. Of Conversations Closed By System+ No. Of Conversations Closed By Consumer |
| Conversations Closed By The Bot | Bot Productivity | Messaging | Conversations That Were Closed By The Bot That Was Assigned To The Conversation. | Bot Performance Dashboard | Agent Group Skill | |
| Csat | Bot Productivity | Messaging | The Average Csat Score Of The Conversations Where The Bot Has Participate. | Bot Performance Dashboard | Agent Group Skill | |
| Fcr | Bot Productivity | Messaging | The Average Fcr Score Of The Conversations Where The Bot Has Participate. | Bot Performance Dashboard | Agent Group Skill | |
| Matched Intent Rate | Bot Productivity | Messaging | The Percentage Matched Intents Out Of The Total Analyzed Intents. | Bot Performance Dashboard | No. Of Matched Intents / No Of Analyzed Intents | |
| Matched Nlu Intent Rate | Bot Productivity | Messaging | The Percentage Of Matched Nlu Intents Out Of The Number Of Analyzed Consumer Messages For Nlu Intents. | Bot Performance Dashboard | No. Of Matched Nlu Intents / No Of Analyzed Nlu Intents | |
| Mcs | Bot Productivity | Messaging | Mcs For Conversations Assigned To A Bot. | Bot Performance Dashboard | Agent Group Skill | |
| No Of Analyzed Intents | Bot Productivity | Messaging | Total Number Of Analyzed Intents ( No. Of Matched Intents +No. Of Unmatched Intents) | Bot Performance Dashboard | No. Of Matched Intents + No. Of Unmatched Intents | |
| No Of Analyzed Nlu Intents | Bot Productivity | Messaging | Total Number Of Analyzed Nlu Intents ( No. Of Matched Nlu Intents +No. Of Unmatched Intents) | Bot Performance Dashboard | No. Of Matched Nlu Intents + No. Of Unmatched Intents | |
| No. Of Annotations Created | Agents Annotation | Messaging | Number Of Annotations Created By The Bot | Bot Performance Dashboard | - | |
| No. Of Exposed Annotations | Agents Annotation | Messaging | Number Of Annotations That Were Exposed To At Least One Human Agent Generated By Agent Workspace. This Metric Will Count Distinct Annotations Meaning If An Annotation Was Exposed Twice It Will Be Counted Only Once. | Bot Performance Dashboard | - | |
| No. Of Matched Intents | Bot Productivity | Messaging | Number Of Consumer Matched Intents That The Bot Managed To Match For All Intent Types Including Nlu And Pattern Types. | Bot Performance Dashboard | - | |
| No. Of Matched Nlu Intents | Bot Productivity | Messaging | Number Of Consumer Intents That The Bot Managed To Match From Nlu Type ( As Defined In Conversation Builder) | Bot Performance Dashboard | - | |
| No. Of Submitted Annotations | Agents Annotation | Messaging | Number Of Annotations That Were Submitted By A Human Agent | Bot Performance Dashboard | - | |
| No. Of Unmatched Intents | Bot Productivity | Messaging | Number Of Consumer Intents That The Bot Did Not Manage To Match (Counted Only For Nlu Intent Type) | Bot Performance Dashboard | - | |
| Nps | Bot Productivity | Messaging | The Average Nps Score Of The Conversations Where The Bot Has Participate. | Bot Performance Dashboard | Agent Group Skill | |
| Rcr 0-3 Days | Bot Productivity | Messaging | Percentage Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 0 To 3 Days. | Bot Performance Dashboard | Agent Group Skill | |
| Rcr 0-30 Days | Bot Productivity | Messaging | Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Up To 30 Days. | Bot Performance Dashboard | Agent Group Skill | |
| Rcr 1 Hour | Bot Productivity | Messaging | Percentage Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Within 1 Hour. | Bot Performance Dashboard | Agent Group Skill | |
| Repeat 0-3 Days | Bot Productivity | Messaging | Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Up To 3 Days. | Bot Performance Dashboard | Agent Group Skill | Repeat 1 Hour + Repeat 1 Day + Repeat 3 Days |
| Repeat 0-30 Days | Bot Productivity | Messaging | Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Up To 30 Days. | Bot Performance Dashboard | Agent Group Skill | Repeat 0-3 Days + Repeat 4-30 Days |
| Repeat 1 Day | Bot Productivity | Messaging | Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 1 Hour And 1 Day. This Rcr Measurement Is Mutually Exclusive Meaning Rcr 1 Hour (For Example) Is Not Included. | Bot Performance Dashboard | Agent Group Skill | |
| Repeat 1 Hour | Bot Productivity | Messaging | Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Within 1 Hour. This Measurement Is A Prime Indicator Of Conversations That Are Closed Prematurely. | Bot Performance Dashboard | Agent Group Skill | |
| Repeat 14 Days | Bot Productivity | Messaging | Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 7 Day And 14 Days. This Rcr Measurement Is Mutually Exclusive Meaning Rcr 7 Days (For Example) Is Not Included. | Bot Performance Dashboard | Agent Group Skill | |
| Repeat 3 Days | Bot Productivity | Messaging | Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 1 Day And 3 Days. This Rcr Measurement Is Mutually Exclusive Meaning Rcr 1 Day (For Example) Is Not Included. | Bot Performance Dashboard | Agent Group Skill | |
| Repeat 30 Days | Bot Productivity | Messaging | Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 14 Day And 30 Days. This Rcr Measurement Is Mutually Exclusive Meaning Rcr 14 Days (For Example) Is Not Included. | Bot Performance Dashboard | Agent Group Skill | |
| Repeat 4-30 Days | Bot Productivity | Messaging | Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 7 To 30 Days. | Bot Performance Dashboard | Agent Group Skill | Repeat 7 Days + Repeat 14 Days + Repeat 30 Days |
| Repeat 7 Days | Bot Productivity | Messaging | Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 3 Day And 7 Days. This Rcr Measurement Is Mutually Exclusive Meaning Rcr 3 Days (For Example) Is Not Included. | Bot Performance Dashboard | Agent Group Skill | |
| Submitted Annotations With An Intent | Agents Annotation | Messaging | Number Of Annotations That Were Completed And Got Submitted With Any Intent | Bot Performance Dashboard | - | |
| Submitted Annotations With An Intent Rate | Agents Annotation | Messaging | Number If Annotations Submitted With Intent Out Of The Submitted Annotations. | Bot Performance Dashboard | Submitted Annotations With An Intent / No. Of Submitted Annotations | |
| Submitted Annotations With No Intent | Agents Annotation | Messaging | Number Of Annotations That Were Completed And Got Submitted With A User Don't Know Answer. | Bot Performance Dashboard | - | |
| Submitted Annotations With No Intent Rate | Agents Annotation | Messaging | Number If Annotations Submitted With No Intent Out Of The Submitted Annotations. | Bot Performance Dashboard | Submitted Annotations With No Intent/ No. Of Submitted Annotations | |
| Survey Response Rate | Bot Productivity | Messaging | The Pcs Survey Response Rate Calculated As Number Of Conversation That Has Survey Responses (Nps Csat Fcr) Out Of The Total Closed Conversations | Bot Performance Dashboard | Agent Group Skill | Survey Response / Closed Conversation |
| Takeovers From Bot | Bot Productivity | Messaging | The Number Of Times Another Human Agent (User) Takes Over Conversations From A Given Bot. | Bot Performance Dashboard | Agent Group Skill | |
| Abandoned Conversations | Consumer Experience | Messaging | The Number Of Conversations During Which An Agent Did Not Respond To A Consumer Message. Conversations In Which The Agent Is The First To Message (Resume) Can't Be Marked As Abandoned Even If The Consumer Did Not Respond To An Agent Message. | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| Abandoned Rate | Consumer Experience | Messaging | The Percentage (%) Of Consumers Who Abandoned The Queue Out Of All Consumers That Entered The Queue | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | Abandoned Conversations / Closed Conversations |
| Accepted Offers | Campaign Funnel | Messaging | Number Of All Engagement Offers That Were Clicked By Consumers | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| Accepted Rate (Brand) | Campaign Funnel | Messaging | The Percentage (%) Of Online Exposures That Resulted In A Click (Accept) Calculated At The Brand Level. | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | Online Offers Accepted / Online Exposures (Brand) |
| Assigned Conversations | Agent Productivity | Messaging | The Number Of Conversations That Were Assigned At Least To One Agent During The Selected Timeframe. | Business Activity For Messaging | The Number Of Assignments Number Of Times Conversation Was Assigned To An Agent. This Metric Does Not Count Cases When Agent Manager Or Bot Joined A Conversation. | Count Distinct Conversations |
| Assignments | Agent Productivity | Messaging | The Number Of Assignments Number Of Times Conversation Was Assigned To An Agent. This Metric Does Not Count Cases When Agent Manager Or Bot Joined A Conversation. | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | |
| Avg. Consumer Response Time | Consumer Experience | Messaging | Average Of The Time ([Mm]:ss) Taken By Consumers To Respond To An Agent? Message.in Case Of Multiple Consecutive Agent Messages The Time Will Be Measured From The First Message. In Case Of Multiple Consecutive Consumer Responses The Time Will Be Measured Until The First Response.this Kpi Is Not Assigned To An Agent | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| Avg. Conversation Duration | Consumer Experience | Messaging | Average Duration Of Conversions From Open Time To Close Time. Attributed To The Agent Group And Skill At The Time The Conversation Was Closed | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| Avg. Conversation Duration | Consumer Experience | Messaging | Average Duration Of Conversions From Open Time To Close Time. Attributed To The Agent Group And Skill At The Time The Conversation Was Closedexcluding The Duration Of The Post-conversation Survey (Pcs). | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| Avg. Exposures (Brand) | Campaign Funnel | Messaging | Average Number Of Times Consumers Were Exposed To Each Engagement (Setup In The Campaigns The Consumer Was Targeted By). Example- Consumer Was Exposed To Engagement A And Engagement B During The Same Session. This Session Will Contribute + 2 To The Numerator And +1 To The Denominator. The Denominator Counts Sessions During Which The Consumer Was Exposed At Least Once During Any Engagement | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | Exposures (Brand) / Exposed (Brand) |
| Avg. Exposures (Camp) | Campaign Funnel | Messaging | Average Number Of Times Consumers Were Exposed To Each Engagement In The Selected Campaign. Example- Consumer Was Exposed To Engagement A And Engagement B During The Same Session. This Session Will Contribute +2 To The Numerator And +1 To The Denominator. The Denominator Counts Sessions During Which The Consumer Was Exposed At Least Once To Any Engagement In The Selected Campaign.(pre-aggregated By Campaign. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects) | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | Exposures (Camp) / Exposed (Camp) |
| Avg. Exposures (Entry Point) | Campaign Funnel | Messaging | Average Number Of Times A Consumer Was Exposed To Each Engagement Assigned To . Specific Entry Point. Example- Consumer Was Exposed To Engagement A And Engagement B During The Same Session. This Session Will Contribute +2 To The Numerator And +1 To The Denominator. The Denominator Counts Sessions During Which The Consumer Was Exposed At Least Once To Any Engagement. Pre-aggregated By Entry Point Summarixing This Metric Acrss Different Entry Points May Not Equal A Totla Number Of Distinct Objects. | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | Exposures (Entry Point) / Exposed (Entry Point) |
| Avg. Exposures (Lob) | Campaign Funnel | Messaging | Average Number Of Times Consumers Were Exposed To Each Engagement (Setup In The Campaigns The Consumer Was Targeted By). Example- Consumer Was Exposed To Engagement A And Engagement B During The Same Session. This Session Will Contribute + 2 To The Numerator And +1 To The Denominator. The Denominator Counts Sessions During Which The Consumer Was Exposed At Least Once During Any Engagement | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | Exposures (Lob) / Exposed (Lob ) |
| Away | Agent Status | Messagingchat | Cumulative Time Hh:mm In Away State. Can Be Viewed And Filtered By The Away Reason Attribute. | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| Away Rate | Agent Status | Messagingchat | Percentage (%) Of Time Spent By Agents In Away State Out Of The Logged In Time. | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | Away / Logged In Time |
| Back Soon | Agent Status | Messagingchat | Cumulative Time ([H]:m M) In Back Soon State | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| Back Soon Rate | Agent Status | Messagingchat | Percentage (%) Of Time Spent By Agents In Back Soon State Out Of The Logged In Time. | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | Back Soon / Logged In Time |
| Back To Queue Transfers | Agent Productivity | Messaging | Total Number Of Transfers Back To The Queue. The Transfer Is Attributed To The Skill From Which The Transfer Was Initiated And Agent And Group Who Initiated The Transfer | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| Chat Conversion Rate Benefit (1%) | Campaign Conversions | Messaging | The Difference Between The Messaging-assisted Conversion Rate And The Self-service Conversion Rate From The Control Group (Assuming The Control Group Percentage Is A Uniform 1% Across Campaigns). | Business Activity For Messaging | Dategoal Type Groupinitial Devicecampaign Name | [Total Messaging Conversion Rate]/([total Control Group Conversions]/([prospects (Camp)]*0.01)) |
| Chat Conversion Rate Benefit (5%) | Campaign Conversions | Messaging | The Difference Between The Messaging-assisted Conversion Rate And The Self-service Conversion Rate From The Control Group (Assuming The Control Group Percentage Is A Uniform 5% Across Campaigns). | Business Activity For Messaging | Dategoal Type Groupinitial Devicecampaign Name | [Total Messaging Conversion Rate]/([total Control Group Conversions]/([prospects (Camp)]*0.05)) |
| Closed By Agent Rate | Agent Productivity | Messaging | The Percentage (%) Of Conversations Closed By The Agent Compared To The Total Number Of Closed Conversations | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | No. Of Conversations Closed By Agent/ Closed Conversations |
| Closed By Consumer Rate | Agent Productivity | Messaging | The Percentage (%) Of Conversations Closed By The Consumer Compared To The Total Number Of Closed Conversations | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | No. Of Conversations Closed By Consumer/ Closed Conversations |
| Closed By System Rate | Agent Productivity | Messaging | The Percentage (%) Of Conversations Closed By The System Compared To The Total Number Of Closed Conversations | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | No. Of Conversations Closed By System/ Closed Conversations |
| Closed Conversations | Agent Productivity | Messaging | The Number Of Conversations Closed By Agent Consumer Or The System | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | No. Of Conversations Closed By Agent + No. Of Conversations Closed By Consumer + No. Of Conversations Closed By System |
| Closed Conversations Per Login Hour (Ccplh) | Agent Productivity | Messaging | The Number Of Closed Conversations Over The Total Logged In Time Factored By 24. | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | Closed Conversations / Logged In Time |
| Closed Conversations Per Online Hour (Ccpoh) | Agent Productivity | Messaging | The Percentage (%) Of Closed Conversations Over The Total Online Time Factored By 24. | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | Closed Conversations / Online |
| Control Group In Session Aov | Campaign Conversions | Messaging | Average Order Value Of Conversions From Control Group Visitors During Their Visitor Sessions. Control Group Visitors Visitors Who Were Not Exposed To Any Engagement In Their Site Journey Either They Were In A Control Group Or Prospects Who Aren't Exposed To Invites. | Business Activity For Messaging | Date Initial Device Source Type Campaign Name | Control Group In Session Revenue/control Group In Session Conversions |
| Control Group In Session Conversions | Campaign Conversions | Messaging | Conversions By Control Group Visitors Purposely Never Exposed To Messaging Conversation Invites Occurring During A Visitor Session. Control Group Visitors Visitors Who Were Not Exposed To Any Engagement In Their Site Journey Either They Were In A Control Group Or Prospects Who Aren't Exposed To Invites. | Business Activity For Messaging | Date Initial Device Source Type Campaign Name | |
| Control Group In Session Revenue | Campaign Conversions | Messaging | Revenue From Conversions By Control Group Visitors Purposely Never Exposed To Messaging Invites Occurring During A Visitor Session. Control Group Visitors - Visitors Who Were Not Exposed To Any Engagement In Their Site Journey Either They Were In A Control Group Or Prospects Who Aren't Exposed To Invites. | Business Activity For Messaging | Date Initial Device Source Type Campaign Name | |
| Conversation Open Rate | Agent Productivity | Messaging | The Percentage (%) Of Conversations That Were Opened Out Of The Total Number Of Accepted Offers. | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | Opened Conversations / Accepted Offers |
| Conversions Per Online Hour | Agent Productivity | Messaging | The Percentage (%) Of Total Conversions After Engagement By Online Hour | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | Total Conversions / Online |
| Cross Session Direct Revenue After Engagement | Campaign Conversions | Messaging | 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 For Messaging | Datecampaign Nameinitial Device | - |
| Csat Score (Unified) | Surveys | Messaging | Csat Score For Closed Conversations (Including Unassigned). When Filtering By Date/time The Csat Score Will Be Associated With The Time The Conversations Ended. Contains Both Results From The First Generation Survey And The Survey Bot Driven Flows | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | Number Of 4 Or 5 Responses / Number Of Responses |
| Engagements | Campaign Funnel | Messaging | Number Of Connected Messaging Engagements. | Business Activity For Messaging | Skill Engagement Campaign End-point (Source Type) | - |
| Exposed (Brand) | Campaign Funnel | Messaging | Number Of Sessions During Which The Consumer Was Offered And Engagement In Any State | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| Exposed (Camp) | Campaign Funnel | Messaging | Number Of Sessions During Which The Consumer Was Offered An Engagement From The Selected Campaign In Any State(pre-aggregated By Campaign. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects) | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| Exposed (Eng) | Campaign Funnel | Messaging | Number Of Sessions During Which The Consumer Was Offered A Specific Engagement In Any State Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Engagement. Summarizing This Metric Across Different Engagements May Not Equal A Total Of Distinct Objects) | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| Exposed (Entry Point) | Campaign Funnel | Messaging | Number Of Sessions During Which A Consumer Was Offered An Engagement Assigned To The Selected Entry Point In Any State( Pre-aggregated By Entry Point) . Summarizing This Metric Across Different Entry Points May Not Equal A Total Of Distinct Objects. | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| Exposed (Lob) | Campaign Funnel | Messaging | Number Of Sessions During Which The Consumer Was Offered An Engagement From A Campaign Associated With The Selected Line Of Business In Any State (Pre-aggregated By Lob. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects. | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| Exposed Rate (Brand) | Campaign Funnel | Messaging | The Percentage (%) Of Brands That Were Exposed (Calculated At The Brand Level) | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| Exposed Rate (Camp) | Campaign Funnel | Messaging | The Percentage (%) Of Prospects That Were Exposed (Calculated At The Campaign Level) | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | Exposed (Camp) / Prospects (Camp) |
| Exposed Rate (Eng) | Campaign Funnel | Messaging | The Percentage (%) Of Prospects That Were Exposed (Calculated At The Engagement Level) | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | Exposed (Eng) / Prospects (Eng) |
| Exposed Rate (Entry Point) | Campaign Funnel | Messaging | The Percentage (%) Of Brands That Were Exposed (Calculated At The Entry Point Level) | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| Exposed Rate (Lob) | Campaign Funnel | Messaging | The Percentage (%) Of Brands That Were Exposed (Calculated At The Line Of Business Level) | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | Exposed (Lob) / Prospects (Lob) |
| Exposures (Brand) | Campaign Funnel | Messaging | Number Of Times Each Engagement Was Offered To A Consumer. If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| Exposures (Camp) | Campaign Funnel | Messaging | Number Of Times Each Engagement Was Offered To A Consumer. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Campaign. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects) | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| Exposures (Eng) | Campaign Funnel | Messaging | Number Of Times A Specific Engagement Was Offered To A Consumer. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Engagement. Summarizing This Metric Across Different Engagements May Not Equal A Total Of Distinct Objects) | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| Exposures (Entry Point) | Campaign Funnel | Messaging | Number Of Times Each Engagement Was Offered To A Consumer. Distinct At The Engagement Level- If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure( Pre Aggregated By The Campaign . Summarizing This Metric Across Different Campaigns May Not Equal A Total Number Of Distinct Objects). | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| Exposures (Lob) | Campaign Funnel | Messaging | Number Of Times Each Engagement Was Offered To A Consumer. Distinct At The Engagement Level- If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure( Pre Aggregated By The Campaign . Summarizing This Metric Across Different Campaigns May Not Equal A Total Number Of Distinct Objects). | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| Handled Conversations | Agent Productivity | Messaging | The Number Of Conversations In Which The Agent Sent At Least One Message During The Selected Timeframe. | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| Human Closed Conversations | Agent Productivity | Messaging | Conversations Closed By Human Agents | Business Activity For Messaging | Dategoal Type Groupinitial Devicecampaign Nameagent | Sum(case(([user Type]@id=1)[closed Conversations]0)){~+} |
| In Session Direct Revenue After Engagement | Campaign Conversions | Messaging | Total Direct Revenue Achieved After Engagements. Engagement And Purchase Happened In The Same Session | Business Activity For Messaging | Datecampaign Nameinitial Device | - |
| Incremental Conversion Rate(5%) | Campaign Conversions | Messaging | Difference Between Messaging-assisted Conversion Rate And That Of The Control Group. | Business Activity For Messaging | Dategoal Type Groupinitial Devicecampaign Name | [Total Messaging Conversion Rate]-[self Serve Conv. Rate (5%)] |
| Incremental Conversion Ratio (Brand) | Campaign Conversions | Messaging | The Percentage (%) Of The Total Conversations That May Not Have Otherwise Occured (Incremental Conversion ( Calculated At The Brand Level) | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | Incremental Conversions (Brand) / Total Conversions After Engagement |
| Incremental Conversion Ratio (Camp) | Campaign Conversions | Messaging | The Percentage (%) Of Total Conversions That May Not Have Otherwise Occurred (Incremental Conversion) (Calculated At The Campaign Level) | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | Incremental Conversions (Camp) / Total Conversions After Engagement |
| Incremental Conversion Ratio (Eng) | Campaign Conversions | Messaging | The Percentage (%) Of Total Conversions That May Not Have Otherwise Occurred (Incremental Conversion) (Calculated At The Engagement Level) | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | Incremental Conversions (Eng) / Total Conversions After Engagement |
| Incremental Conversions (Brand) | Campaign Conversions | Messaging | The Number Of Incremental Conversions (Calculated At The Brand Level) | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | Incremental Conversions (Brand) Otal Conversions After Engagement |
| Incremental Conversions (Camp) | Campaign Conversions | Messaging | Number Of Incremental Conversions (Calculated At The Campaign Level) | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | (Total Conversion Rate After Engagement - Total Conversion Rate After Exposure Not Engagement (Camp)) * Engaged |
| Incremental Conversions (Eng) | Campaign Conversions | Messaging | The Number Of Total Conversions That May Not Have Otherwise Occurred (Incremental Conversion) (Calculated At The Engagement Level) | Business Activity For Messaging | - | |
| Incremental Revenue W/ Aov Benefit (5%) | Campaign Conversions | Messaging | Revenue Over And Above That Of Self-service As Dimensioned By The Control Group With Messaging-assisted Aov Applied To Incremental Sales And Control Group Aov Applied To The Remainder Of Sales. | Business Activity For Messaging | Dategoal Type Groupinitial Devicecampaign Name | If(((([incremental Sales (5%)][total Direct Aov After Engagement])+(([total Conversions After Engagement]-[incremental Sales (5%)])([total Direct Aov After Engagement]-[total Control Group Aov])))<0) 0 (([Incremental Sales (5%)][total Direct Aov After Engagement])+(([total Conversions After Engagement]-[incremental Sales (5%)])([total Direct Aov After Engagement]-[total Control Group Aov]))) |
| Incremental Revenue With Aov Benefit (1%) | Campaign Conversions | Messaging | Revenue Over And Above That Of Self-service As Dimensioned By The Control Group With Messaging-assisted Aov Applied To Incremental Sales And Control Group Aov Applied To The Remainder Of Sales. | Business Activity For Messaging | Dategoal Type Groupinitial Devicecampaign Name | ((([Total Messaging Conversion Rate]-([total Control Group Conversions]/([prospects (Camp)]0.01)))[closed Conversations])[total Direct Aov After Engagement])+(([total Conversions After Engagement]-(([total Messaging Conversion Rate]-([total Control Group Conversions]/([prospects (Camp)]0.01)))[closed Conversations]))([total Direct Aov After Engagement]-[total Control Group Aov])) |
| Incremental Revenue With Aov Benefit (5%) | Campaign Conversions | Messaging | Revenue Over And Above That Of Self-service As Dimensioned By The Control Group With Messaging-assisted Aov Applied To Incremental Sales And Control Group Aov Applied To The Remainder Of Sales. | Business Activity For Messaging | Dategoal Type Groupinitial Devicecampaign Name | ((([Total Messaging Conversion Rate]-([total Control Group Conversions]/([prospects (Camp)]0.05)))[closed Conversations])[total Direct Aov After Engagement])+(([total Conversions After Engagement]-(([total Messaging Conversion Rate]-([total Control Group Conversions]/([prospects (Camp)]0.05)))[closed Conversations]))([total Direct Aov After Engagement]-[total Control Group Aov])) |
| Incremental Sales (5%) | Campaign Conversions | Messaging | Messaging-assisted Conversions Additional To The Conversions From The Control Group. | Business Activity For Messaging | Dategoal Type Groupinitial Devicecampaign Name | If ((([Incremental Conversion Rate(5%)][closed Conversations])<0) 0 ([Incremental Conversion Rate(5%)][closed Conversations])) |
| Interactive Conversations | Consumer Experience | Messaging | Number Of Conversations During Which The Consumers Responded At Least Once To An Agent Message | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| Interactive Rate | Consumer Experience | Messaging | Percentage Of Interactive Conversations Out Of The Total Number Of Closed Conversations | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | Interactive Conversations / Closed Conversations |
| Logged In Time | Agent Status | Messagingchat | Cumulative Agents Logged In Time Hh:mm | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| Mcs | Consumer Experience | Messaging | Meaningful Conversation Score (Mcs - An Automated Real Time Measurement Of Consumer Sentiment) For Closed Conversations Including Unassigned Conversations. This Metric Is Attributed Only To The Last Assigned Agent In The Conversation. | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | Average Of 3 Possible Mcs Values: 1) Positive= 100 2) Neutral= 0 3) Negative = -100 |
| Messaging Aov Benefit | Campaign Conversions | Messaging | The Variance Between Messaging-assisted Average Order Value And That Of The Control Group. | Business Activity For Messaging | Dategoal Type Groupinitial Devicecampaign Name | [Total Direct Aov After Engagement]/[total Control Group Aov] |
| Messaging Collaboration Duration (Sec) | Agent Productivity | Messaging | The Total Duration Of Messaging Collaboration Sessions. | Business Activity For Messaging | Agent Group Skill Engagement Campaign Lob Source Type | - |
| Messaging Conversion Rate Benefit | Campaign Conversions | Messaging | The Variance Between Messaging-assisted Conversion Rate And That Of The Control Group. | Business Activity For Messaging | Dategoal Type Groupinitial Devicecampaign Name | [Total Messaging Conversion Rate]/[total Control Group Conversion Rate] |
| Messaging Conversion Rate Benefit(5%) | Campaign Conversions | Messaging | The Variance Between The Messaging-assisted Conversion Rate And That Of The Control Group. | Business Activity For Messaging | Dategoal Type Groupinitial Devicecampaign Name | [Total Messaging Conversion Rate]/[self Serve Conv. Rate (5%)] |
| Messaging Engagement Views | Campaign Conversions | Messaging | Number Of Times An Engagement Offer Was Presented To A Consumer | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| No. Of Conversations Closed By Agent | Agent Productivity | Messaging | The Number Of Conversations Closed By The Agent | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| No. Of Conversations Closed By Consumer | Agent Productivity | Messaging | Number Of Conversations Closed By Consumers | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| No. Of Conversations Closed By System | Agent Productivity | Messaging | The Number Of Conversations Closed By The System | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| No. Of Messaging Collaboration Interactive Sessions | Agent Productivity | Messaging | Number Of Interactive Messaging Collaboration Sessions.an Interactive Session Involves Participation Of Both Agent And Consumer And Lasts 60 Seconds Or More | Business Activity For Messaging | Agent Group Skill Engagement Campaign Lob Source Type | - |
| No. Of Messaging Collaboration Sessions | Agent Productivity | Messaging | Number Of Messaging Collaboration Sessions For All Session Types. | Business Activity For Messaging | Agent Group Skill Engagement Campaign Lob Source Type | - |
| No. Of Opened Conversations | Consumer Experience | Messaging | Number Of Opened Conversations By Either Agents Or Consumers | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | No. Of Conversations Opened By Consumer + No. Of Conversations Opened By Agent |
| No. Of Secure Form (Pci) Sent (Messaging) | Agent Productivity | Messaging | Number Of Secure Forms Sent By An Agent To A Consumer During A Conversation. | Business Activity For Messaging | Agent Group Skill Engagement Campaign Lob Source Type | - |
| No. Of Secure Form (Pci) Submitted (Messaging) | Agent Productivity | Messaging | Number Of Secure Forms Completed And Submitted Back To The Agent By A Consumer During A Conversation. | Business Activity For Messaging | Agent Group Skill Engagement Campaign Lob Source Type | - |
| No. Of Secure Form (Pci) Viewed (Messaging) | Agent Productivity | Messaging | Number Of Secure Forms Viewed By The Consumer During A Conversation | Business Activity For Messaging | Agent Group Skill Engagement Campaign Lob Source Type | - |
| Online | Agent Status | Messagingchat | Cumulative Time ([H]:mm) In Online State. Note! Messaging Agents Must Have A Configured Chat Concurrency (Greater Than 0) In Order For The System To Populate This Metric's Value. Messaging Agents With A Chat Concurrency Of 0 Appear With 0 Online Time. | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| Online Exposure Rate (Brand) | Campaign Funnel | Messaging | The Percentage(%) Of Exposures That Were Online Exposures (Calculated At The Brand Level) | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | Online Exposures (Brand) / Exposures (Brand) |
| Online Exposure Rate (Camp) | Campaign Funnel | Messaging | The Percentage (%) Of Exposures That Were Online Exposures (Calculated At The Campaign Level) | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | Chat Online Exposures (Camp) / Exposures (Camp) |
| Online Exposure Rate (Eng) | Campaign Funnel | Messaging | The Percentage (%) Of Exposures That Were Online Exposures (Calculated At The Engagement Level) | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | Online Exposures (Eng) / Exposures (Eng) |
| Online Exposure Rate (Entry Point) | Campaign Funnel | Messaging | The Percentage (%) Of Exposures That Were Online Exposures (Calculated At The Entry Point Level) | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | Online Exposures (Entry Point) / Exposures (Entry Point) |
| Online Exposure Rate (Lob) | Campaign Funnel | Messaging | The Percentage (%) Of Exposures That Were Online Exposures (Calculated At The Lob Level) | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | Online Exposures (Lob) / Exposures (Lob) |
| Online Exposures (Brand) | Campaign Funnel | Messaging | Number Of Times Each Engagement Was Offered To A Consumer In Online State. Distinct At The Engagement Level- If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure. | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| Online Exposures (Camp) | Campaign Funnel | Messaging | Number Of Times Each Engagement Was Offered To A Consumer In Online State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Campaign. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects) | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| Online Exposures (Eng) | Campaign Funnel | Messaging | Number Of Times A Specific Engagement Was Offered To A Consumer In Online State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Engagement. Summarizing This Metric Across Different Engagements May Not Equal A Total Of Distinct Objects) | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| Online Exposures (Entry Point) | Campaign Funnel | Messaging | Number Of Times Each Engagement Was Offered To Consumer In Online State. Distinct At The Engagement Level- If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure. | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| Online Exposures (Lob) | Campaign Funnel | Messaging | Numnber Of Times Each Engagement Was Offered To A Consumer In Online State. Distinct At The Engagement Level- If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure Pre-aggregated By Campaign. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects. | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| Online Rate | Agent Status | Messagingchat | The Percentage (%) Of Time The Agent Spent In The Online State Out Of The Logged In Time. | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | Online / Logged In Time |
| Prospects (Brand) | Campaign Funnel | Messaging | Number Of Consumers That Were Eligible To Receive At Least One Engagement From A Campaign. Includes Control Group Consumers If Defined In The Account. | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| Prospects (Eng) | Campaign Funnel | Messaging | Number Of Consumers That Were Eligible To Receive At Least One Engagement From A Campaign. Includes Control Group Consumers If Defined In The Account(pre-aggregated By Engagement. Summarizing This Metric Across Different Engagements May Not Equal A Total Of Distinct Objects) | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| Prospects (Entry Point) | Campaign Funnel | Messaging | Number Of Consumers That Were Eligible To Receive At Least One Engagement From A Campaign. Includes Control Group Consumers If Defined At The Account (Pre-aggregated By Campaign). Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| Prospects (Lob) | Campaign Funnel | Messaging | Number Of Consumers That Were Eligible To Receive At Least On Engagement From A Campaign Associated To The Selected Line Of Business. Includes Control Group Consumers If Defined At The Account (Pre-aggregated By Lob). Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects) | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| Prospects Rate (Brand) | Campaign Funnel | Messaging | The % Of Consumers That Were Identified As Prospects (Calculated At The Brand Level) | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | Prospects (Brand) / Sessions |
| Self Serve Conv. Rate (5%) | Campaign Conversions | Messaging | The Conversion Rate Of The Control Group Population. | Business Activity For Messaging | Dategoal Type Groupinitial Devicecampaign Name | [Total Control Group Conversions]/(([prospects (Camp)]*0.05)) |
| Self Service Exposed Cross Session Aov | Campaign Conversions | Messaging | Average Revenue Achieved After Exposure Out Of The Number Of Purchase Transactions Completed After Exposures Where Exposure And Purchase Event Occur In Different Sessions For Self Service Visitors - Visitors Who Were Exposed To An Invite But Did Not Have Any Engagement/messaging Conversation And Converted On The Web Site ( They Might Clicked On Content But They Didn't Start A Messaging Conversation). | Business Activity For Messaging | Date Initial Device Source Type Campaign Name | Self Service Exposed Cross Session Revenue/self Service Exposed Cross Session Conversions |
| Self Service Exposed Cross Session Conversions | Campaign Conversions | Messaging | Number Of Conversions Achieved After An Invite Exposure Occurred In A Previous Visit To The Site For The Self Service Visitors - Visitors Who Were Exposed To An Invite But Did Not Have Any Engagement/messaging Conversation And Converted On The Web Site ( They Might Clicked On Content But They Didn't Start A Messaging Conversation). | Business Activity For Messaging | Date Initial Device Source Type Campaign Name | |
| Self Service Exposed Cross Session Revenue | Campaign Conversions | Messaging | Revenue Achieved After An Invite Exposure Occurred In A Previous Visit To The Site For The Self Service Visitors - Visitors Who Were Exposed To An Invite But Did Not Have Any Engagement/messaging Conversation And Converted On The Web Site ( They Might Clicked On Content But They Didn't Start A Messaging Conversation). | Business Activity For Messaging | Date Initial Device Source Type Campaign Name | |
| Self Service Exposed In Session Aov | Campaign Conversions | Messaging | Average Of The Revenue Achieved After Exposures Out Of The Number Of Purchase Transactions Completed After Exposures Where Exposure And Purchase Event Occur In The Same Session For Self Service Visitors - Visitors Who Were Exposed To An Invite But Did Not Have Any Engagement/messaging Conversation And Converted On The Web Site ( They Might Clicked On Content But They Didn't Start A Messaging Conversation). | Business Activity For Messaging | Date Initial Device Source Type Campaign Name | Self Service Exposed In Session Revenue/self Service Exposed In Session Conversions |
| Self Service Exposed In Session Conversions | Campaign Conversions | Messaging | Number Of Conversions Achieved After An Exposure In The Same Session For Self Service Visitors - Visitors Who Were Exposed To An Invite But Did Not Have Any Engagement/messaging Conversation And Converted On The Web Site ( They Might Clicked On Content But They Didn't Start A Messaging Conversation). | Business Activity For Messaging | Date Initial Device Source Type Campaign Name | |
| Self Service Exposed In Session Revenue | Campaign Conversions | Messaging | Revenue Achieved After Exposure Where Exposure And Purchase Event Occur In The Same Session For The Self Service Visitors - Visitors Who Were Exposed To An Invite But Did Not Have Any Engagement/messaging Conversation And Converted On The Web Site ( They Might Clicked On Content But They Didn't Start A Messaging Conversation). | Business Activity For Messaging | Date Initial Device Source Type Campaign Name | |
| Sessions | Campaign Funnel | Messaging | The Total Number Of Web Sessions On The Monitored Web Pages | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| Skill To Skill Transfers | Agent Productivity | Messaging | Total Number Of Transfers To A Skill. The Transfer Is Attributed To The Skill From Which The Transfer Was Initiated And Agent Who Initiated The Transfer | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| Take Rate (Brand) | Agent Productivity Campaign Funnel | Messaging | The Percentage Of Exposed Visitors On The Brand Level That End In Conversations. | Business Activity For Messaging | Dategoal Type Groupinitial Devicecampaign Nameagent | [Closed Conversations]/[exposed (Brand)] |
| Take Rate (Camp) | Agent Productivity Campaign Funnel | Messaging | The Percentage Of Exposed Visitors On The Campaign Level That End In Conversations. | Business Activity For Messaging | Dategoal Type Groupinitial Devicecampaign Nameagent | [Closed Conversations]/[exposed (Camp)] |
| Total Control Group Aov | Campaign Conversions | Messaging | Average Order Value Of In-session And Cross-session Conversions For Control Group Visitors - Visitors Who Were Not Exposed To Any Engagement In Their Site Journey Either They Were In A Control Group Or Prospects Who Aren't Exposed To Invites. | Business Activity For Messaging | Date Initial Device Source Type Campaign Name | Total Control Group Revenue/total Control Group Conversions |
| Total Control Group Conversion Rate | Campaign Conversions | Messaging | Conversion Rate Of Control Group Visitors - Visitors Who Were Not Exposed To Any Engagement In Their Site Journey Either They Were In A Control Group Or Prospects Who Aren't Exposed To Invites. | Business Activity For Messaging | Date Initial Device Source Type Campaign Name | Total Control Group Conversions/([prospects (Camp)]*0.1) |
| Total Control Group Conversions | Campaign Conversions | Messaging | Total Conversions Achieved By Visitors In The Control Group Visitors Visitors Who Were Not Exposed To Any Engagement In Their Site Journey Either They Were In A Control Group Or Prospects Who Aren't Exposed To Invites. | Business Activity For Messaging | Date Initial Device Source Type Campaign Name | Control Group In Session Conversions + Control Group Cross Session Conversions |
| Total Control Group Revenue | Campaign Conversions | Messaging | Total Revenue Achieved By Control Group Visitors Visitors Who Were Not Exposed To Any Engagement In Their Site Journey Either They Were In A Control Group Or Prospects Who Aren't Exposed To Invites. | Business Activity For Messaging | Date Initial Device Source Type Campaign Name | Control Group Cross Session Revenue + Control Group In Session Revenue |
| Total Conversion Rate After Engagement | Campaign Funnel | Messaging | Percentage (%) Of Conversions Achieved After Exposure Out Of All Sessions Containing An Engagement | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | Total Conversions After Engagement / Engaged |
| Total Conversion Rate After Exposure Not Engagement (Brand) | Campaign Conversions | Messaging | The Percentage (%) Of Exposures That Did Not Result In An Engagement But That Did Lead To A Conversion (Calculated At The Brand Level) | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | Total Conversions After Exposure Not Engagement / (Exposed (Brand) - Engaged) |
| Total Conversions After Engagement | Campaign Conversions | Messaging | Number Of Conversions Achieved During Or After An Engagement | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| Total Conversions After Exposure | Campaign Conversions | Messaging | Number Of Conversions Which Occurred After An Exposure | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| Total Direct Aov After Engagement | Campaign Conversions | Messaging | Average Of The Total Direct Revenue Achieved After Engagements Out Of The Number Of Purchase Transactions Completed After Engagements. | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | Sum (Direct Revenue After Engagement)/count( Direct Revenue After Engagement) |
| Total Direct Aov After Exposure | Campaign Conversions | Messaging | Average Of The Total Direct Revenue Achieved After Exposures Out Of The Number Of Purchase Transactions Completed After Exposures. | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | Total Direct Revenue After Exposure / Total Direct Conversions After Exposure |
| Total Direct Aov After Exposure Not Engagement | Campaign Conversions | Messaging | Average Of The Total Direct Revenue Achieved After Exposures Excluding Revenue After Engagements Out Of The Number Of Purchase Transactions Completed After Exposures. | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | (Total Revenue After Exposure-total Revenue After Engagement)/total Conversions After Exposure Not Engagement |
| Total Direct Conversion Rate After Engagement | Campaign Conversions | Messaging | Percentage Of Direct Conversions Achieved After Or During An Engagement Out Of All Sessions Containing An Engagement | Business Activity For Messaging | Engagement Campaign Lob End-point (Source Type) | Total Direct Conversions After Engagements / Engaged |
| Total Direct Conversions After Engagement | Campaign Conversions | Messaging | Total Number Of Direct Conversions Achieved After Engagement | Business Activity For Messaging | Engagement Campaign Lob End-point (Source Type) | - |
| Total Direct Revenue After Engagement | Campaign Conversions | Messaging | Total Direct Revenue Achieved From All Campaigns After Engagement | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| Total Direct Revenue After Exposure | Campaign Conversions | Messaging | Total Direct Revenue Achieved From All Campaigns After Exposure. | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| Total Direct Revenue After Exposure Not Engagement | Campaign Conversions | Messaging | Total Direct Revenue Achieved From All Campaigns After Exposure But Without Engagement | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | Total Direct Revenue After Exposure/ Total Direct Revenue After Exposure - Total Direct Revenue After Engagement |
| Total Direct Revenue Per Online Hour | Agent Productivity | Messaging | Total Direct Revenue After Engagement By Online Hour At The Agent Level For A Full Day | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | Total Direct Revenue / Online |
| Total Messaging Conversion Rate | Campaign Conversions Agent Productivity | Messaging | Total Percentage Of Messaging-assisted Conversions Out Of Closed Conversations | Business Activity For Messaging | Dategoal Type Groupinitial Devicecampaign Nameagent | [Total Conversions After Engagement]/[closed Conversations] |
| Total No. Of Transfers | Agent Productivity | Messaging | Number Of Transfers. The Transfer Is Attributed To The Skill From Which The Transfer Was Initiated And Agent Who Initiated The Transfer | Business Activity For Messaging | Date Initial Device Goal Type Group Source Type | - |
| Total Self Service Exposed Aov | Campaign Conversions | Messaging | Average Revenue Achieved For Self Service Visitors Visitors Who Were Exposed To An Invite But Did Not Have Any Engagement/messaging Conversation And Converted On The Web Site ( They Might Clicked On Content But They Didn't Start A Messaging Conversation). | Business Activity For Messaging | Date Initial Device Source Type Campaign Name | Total Self Service Exposed Revenue/total Self Service Exposed Conversions |
| Total Self Service Exposed Conversion Rate | Campaign Conversions | Messaging | Percentage Of Total Self Service Exposed Conversions Out Of Total Messaging Exposed. Self Service Visitors Visitors Who Were Exposed To An Invite But Did Not Have Any Engagement/messaging Conversation And Converted On The Web Site ( They Might Clicked On Content But They Didn't Start A Messaging Conversation). | Business Activity For Messaging | Date Initial Device Source Type Campaign Name | Total Self Service Exposed Conversions/exposed (Camp) |
| Total Self Service Exposed Conversions | Campaign Conversions | Messaging | Total Number Of Conversions Achieved After The Consumer Was Exposed To An Engagement And Did Not Initiate A Messaging Conversation With An Agent. Self Service Visitors Visitors Who Were Exposed To An Invite But Did Not Have Any Engagement/messaging Conversation And Converted On The Web Site ( They Might Clicked On Content But They Didn't Start A Messaging Conversation. | Business Activity For Messaging | Date Initial Device Source Type Campaign Name | Self Service Exposed In Session Conversions + Self Service Exposed Cross Session Conversions |
| Total Self Service Exposed Revenue | Campaign Conversions | Messaging | Total Revenue Achieved After The Consumer Was Exposed To An Engagement And Did Not Initiate A Messaging Conversation With An Agent. Self Service Visitors - Visitors Who Were Exposed To An Invite But Did Not Have Any Engagement/messaging Conversation And Converted On The Web Site ( They Might Clicked On Content But They Didn't Start A Messaging Conversation). | Business Activity For Messaging | Date Initial Device Source Type Campaign Name | Self Service Exposed In Session Revenue + Self Service Exposed Cross Session Revenue |
| Abandoned Chat Rate | Queue Health | Chat | The Percentage (%) Of Consumers Who Abandoned The Queue Out Of All Consumers That Entered The Queue | Business For Live Chat | Skill Engagement Campaign Lob | Abandoned Chats / Requested Chats |
| Abandoned Chats | Queue Health | Chat | Number Of Times A Consumer Abandoned The Queue While Waiting For An Agent To Connect | Business For Live Chat | Skill Engagement Campaign Lob | - |
| Accepted Offers | Campaign Funnel | Chat | Number Of All Engagement Offers That Were Clicked By Consumers | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Accepted Rate (Eng) | Campaign Funnel | Chat | The Percentage (%) Of Online Exposures That Resulted In A Click (Accept) Calculated At The Eng Level | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | Online Offers Accepted / Online Exposures (Eng) |
| Avg. Chat Length | Agent Productivity | Chat | Average Time ([H]:mm) From When Consumers Were Connected To An Agent Until The Chat Engagement Window Was Closed | Business For Live Chat | Agent Group Skill Engagement Campaign Lob | Cumulative Engaged Chat Time / Connected Chats |
| Avg. Exposures (Brand) | Campaign Funnel | Chat | Average Number Of Times Consumers Were Exposed To Each Engagement (Setup In The Campaigns The Consumer Was Targeted By). Example- Consumer Was Exposed To Engagement A And Engagement B During The Same Session. This Session Will Contribute +2 To The Numerator And +1 To The Denominator. The Denominator Counts Sessions During Which The Consumer Was Exposed At Least Once To Any Engagement. | Business For Live Chat | End-point (Source Type) | Exposures (Brand) / Exposed (Brand) |
| Avg. Exposures (Camp) | Campaign Funnel | Chat | Average Number Of Times Consumers Were Exposed To Each Engagement In The Selected Campaign. Example- Consumer Was Exposed To Engagement A And Engagement B During The Same Session. This Session Will Contribute +2 To The Numerator And +1 To The Denominator. The Denominator Counts Sessions During Which The Consumer Was Exposed At Least Once To Any Engagement In The Selected Campaign.(pre-aggregated By Campaign. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects) | Business For Live Chat | Campaign End-point (Source Type) | Exposures (Camp) / Exposed (Camp) |
| Avg. Exposures (Entry Point) | Campaign Funnel | Chat | Average Number Of Times A Consumer Was Exposed To Each Engagement Assigned To A Specific Entry Point. Example- Consumer Was Exposed To Engagement A And Engagement B During The Same Session. This Session Will Contribute +2 To The Numerator And +1 To The Denominator. The Denominator Counts Sessions During Which The Consumer Was Exposed At Least Once To Any Engagement.(pre-aggregated By Entry Point. Summarizing This Metric Across Different Entry Points May Not Equal A Total Of Distinct Objects) | Business For Live Chat | End-point (Source Type) | Exposures (Entry Point) / Exposed (Entry Point) |
| Avg. Exposures (Lob) | Campaign Funnel | Chat | Average Number Of Times Consumers Were Exposed To Each Engagement In Any Of The Campaigns Assigned To The Selected Line Of Business. Example- Consumer Was Exposed To Engagement A And Engagement B During The Same Session. This Session Will Contribute +2 To The Numerator And +1 To The Denominator. The Denominator Counts Sessions During Which The Consumer Was Exposed At Least Once To Any Engagement In The Selected Lob.(pre-aggregated By Lob. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects) | Business For Live Chat | Lob End-point (Source Type) | Exposures (Lob) / Exposed (Lob) |
| Avg. Interactive Chat Length | Agent Productivity | Chat | Average Time ([H]:mm) From When Consumers Were Connected To An Agent Until The Chat Engagement Window Was Closed. This Only Includes Chat Engagements During Which The Consumer Entered At Least One Text Line | Business For Live Chat | Agent Group Skill Engagement Campaign Lob | - |
| Avg. Non-interactive Chat Length | Agent Productivity | Chat | Average Time ([H]:mm) From When Consumers Were Connected To An Agent Until The Chat Engagement Window Was Closed. Including Only Chat Engagement During Which The Consumer Did Not Enter Any Line In Chat. | Business For Live Chat | Agent Group Skill Engagement Campaign Lob | - |
| Avg. Time To Abandon Chat | Queue Health | Chat | Average Time ([H]:mm) It Took Consumers To Abandon The Queue After Accepting An Engagement Offer And Before Being Connected To An Agent | Business For Live Chat | Skill Engagement Campaign Lob | - |
| Avg. Time To Answer Chat | Agent Productivity | Chat | Average Time ([H]:mm) It Took An Agent To Connect To A Consumer Measured From The Time The Consumer Entered The Queue | Business For Live Chat | Agent Group Skill Engagement Campaign Lob | - |
| Away | Agent Status | Messagingchat | Cumulative Time ([H]:mm) In Away State. Can Be Viewed And Filtered By The Away Reason Attribute. | Business For Live Chat | Agent Group | - |
| Away (Total) | Agent Status | Messagingchat | Combined Time (In Hours) That The Agent Was Not Available (In The Away And Back Soon States) | Business For Live Chat | Agent Group | Away + Back Soon |
| Away Eng. Rate | Agent Utilization | Chat | The Percentage (%) Of Logged In Time The Agent Spent In The Away State But Was Actively Engaged | Business For Live Chat | Agent Group | Away Time Eng. / Logged In Time |
| Away Not Eng. | Agent Utilization | Chat | Time Spent By The Agent In The Away State While Not Actively Engaged | Business For Live Chat | Agent Group | Away - Away Time Eng. |
| Away Not Eng. Rate | Agent Utilization | Chat | The Percentage (%) Of Logged In Time The Agent Spent In The Away State And Was Not Actively Engaged | Business For Live Chat | Agent Group | Away Not Eng. / Logged In Time |
| Away Rate | Agent Status | Chat | Percentage (%) Of Time Spent By Agents In Away State Out Of The Logged In Time | Business For Live Chat | Agent Group | Away / Logged In Time |
| Away Time Eng. | Agent Utilization | Chat | Cumulative Time ([H]:mm) In Away State But Engaged | Business For Live Chat | Agent Group | - |
| Away Total Eng. | Agent Utilization | Chat | Combined Time (In Hours) That The Agent Was Not Available But Was Actively Engaged (Away Engaged And Back Soon Engaged) | Business For Live Chat | Agent Group | Away Time Eng. + Back Soon Time Eng. |
| Away Total Eng. Rate | Agent Utilization | Chat | The Percentage (%) Of Labor Time (In Hours) That The Agent Was Not Available While Actively Engaged | Business For Live Chat | Agent Group | Away Total Eng. / Labor Time |
| Away Total Not Eng. | Agent Utilization | Chat | Combined Time (In Hours) That The Agent Was Neither Available Nor Actively Engaged (Away Not Engaged + Back Soon Not Engaged) | Business For Live Chat | Agent Group | Away (Total) - Away Total Eng. |
| Away Total Not Eng. Rate | Agent Utilization | Chat | The Percentage (%) Of Labor Time (In Hours) That The Agent Was Neither Available Nor Actively Engaged | Business For Live Chat | Agent Group | Away Total Not Eng. / Labor Time |
| Away Total Rate | Agent Status | Messagingchat | The Percentage (%) Of Logged In Time That The Agent Was In Either The Away Or Back Soon States (Combined Total Of Away + Back Soon) | Business For Live Chat | Agent Group | Away (Total) / Logged In Time |
| Back Soon | Agent Status | Messagingchat | Cumulative Time ([H]:m M) In Back Soon State | Business For Live Chat | Agent Group | - |
| Back Soon Eng. Rate | Agent Utilization | Chat | The Percentage (%) Of Logged In Time That The Agent Was In The Back Soon State While Actively Engaged | Business For Live Chat | Agent Group | Back Soon Time Eng. / Logged In Time |
| Back Soon Not Eng. | Agent Utilization | Chat | Time Spent In The Back Soon State While Not Actively Engaged | Business For Live Chat | Agent Group | Back Soon - Back Soon Time Eng. |
| Back Soon Not Eng. Rate | Agent Utilization | Chat | The Percentage (%) Of Logged In Time The Agent Spent In The Back Soon State While Not Actively Engaged | Business For Live Chat | Agent Group | Back Soon Not Eng. / Logged In Time |
| Back Soon Rate | Agent Status | Messagingchat | Percentage (%) Of Time Spent By Agents In Back Soon State Out Of The Logged In Time | Business For Live Chat | Agent Group | Back Soon / Logged In Time |
| Back Soon Time Eng. | Agent Utilization | Chat | Cumulative Time ([H]:mm) In Back Soon State But Engaged | Business For Live Chat | Agent Group | - |
| Busy Engagement Views | Campaign Funnel | Chat | Number Of Times A Busy Engagement Offer Was Presented To A Consumer | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Busy Exposed (Entry Point) | Campaign Funnel | Chat | Number Of Consumers Who Were Exposed To A Busy Engagement Offer | Business For Live Chat | End-point (Source Type) | - |
| Busy Exposures (Brand) | Campaign Funnel | Chat | Number Of Times Each Engagement Was Offered To A Consumer In A Busy State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure | Business For Live Chat | End-point (Source Type) | - |
| Busy Exposures (Camp) | Campaign Funnel | Chat | Number Of Times Each Engagement Was Offered To A Consumer In A Busy State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Campaign. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects) | Business For Live Chat | Campaign End-point (Source Type) | - |
| Busy Exposures (Eng) | Campaign Funnel | Chat | Number Of Times A Specific Engagement Was Offered To A Consumer In A Busy State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Engagement. Summarizing This Metric Across Different Engagements May Not Equal A Total Of Distinct Objects) | Business For Live Chat | Engagement Campaign End-point (Source Type) | - |
| Busy Exposures (Entry Point) | Campaign Funnel | Chat | Number Of Times Each Engagement Assigned To The Selected Entry Point Was Offered To A Consumer In A Busy State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure.(pre-aggregated By Entry Point. Summarizing This Metric Across Different Entry Points May Not Equal A Total Of Distinct Objects) | Business For Live Chat | End-point (Source Type) | - |
| Busy Exposures (Lob) | Campaign Funnel | Chat | Number Of Times Each Engagement Within A Campaign Associated With The Selected Line Of Business Was Offered To A Consumer In A Busy State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Lob. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects) | Business For Live Chat | Lob End-point (Source Type) | - |
| Busy Offers Accepted | Campaign Funnel | Chat | Number Of Busy Chat Engagement Offers That Were Clicked By Consumers | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Conc. Engaged | Agent Productivity | Chat | Number Of Concurrent Engagements Handled By Agents During Their Engaged Time | Business For Live Chat | Agent Group | Concurrent Eng. Time / Engaged Time |
| Conc. Labor | Agent Productivity | Chat | Number Of Concurrent Engagements Handled By Agents During Their Labor Time | Business For Live Chat | Agent Group | Concurrent Eng. Time / Labor Time |
| Conc. Logged-in | Agent Productivity | Chat | Number Of Concurrent Engagements Handled By Agents During Their Logged In Time | Business For Live Chat | Agent Group | Concurrent Eng. Time / Logged In Time |
| Connected Chat Rate (Accepted) | Campaign Funnel | Chat | The Percentage (%) Of Engagements That Were Connected To An Agent Out Of The Total Engagement Offers Accepted By Consumers | Business For Live Chat | Skill Engagement Campaign Lob | (Connected Messaging Eng. + Connected Chats) / Accepted Offers |
| Connected Chat Rate (Requested) | Queue Health | Chat | The Percentage (%) Of Connected Chat Engagements Out Of The Total Number Of Requested Engagements | Business For Live Chat | Agent Group Skill Engagement Campaign Lob | Connected Chats / Requested Chats |
| Connected Chats | Queue Health | Chat | Number Of Chat Engagements Which Agents Accepted From The Queue | Business For Live Chat | Agent Group Skill Engagement Campaign Lob | - |
| Connected Messaging Eng. | Campaign Funnel | Chat | Number Of Web-messaging Conversations That Were Selected From Queue By The Agent | Business For Live Chat | Skill Engagement Campaign End-point (Source Type) | - |
| Content Clicked | Campaign Funnel | Chat | Number Of Content Engagements That Were Clicked By Consumers | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Content Engagement Views | Campaign Funnel | Chat | Number Of Times A Content Engagement Was Offered To A Consumer | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Content Exposures (Brand) | Campaign Funnel | Chat | Number Of Times Each Content Engagement Was Offered To A Consumer. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure | Business For Live Chat | End-point (Source Type) | - |
| Content Exposures (Camp) | Campaign Funnel | Chat | Number Of Times Each Content Engagement Was Offered To A Consumer. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Campaign. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects) | Business For Live Chat | Campaign End-point (Source Type) | - |
| Content Exposures (Eng) | Campaign Funnel | Chat | Number Of Times A Specific Content Engagement Was Offered To A Consumer. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Engagement. Summarizing This Metric Across Different Engagements May Not Equal A Total Of Distinct Objects) | Business For Live Chat | Engagement Campaign End-point (Source Type) | - |
| Content Exposures (Entry Point) | Campaign Funnel | Chat | Number Of Times Each Content Engagement Assigned To The Selected Entry Point Was Offered To A Consumer. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Entry Point. Summarizing This Metric Across Different Entry Points May Not Equal A Total Of Distinct Objects) | Business For Live Chat | End-point (Source Type) | - |
| Content Exposures (Lob) | Campaign Funnel | Chat | Number Of Times Each Content Engagement Within A Campaign Associated With The Selected Line Of Business Was Offered To A Consumer. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Lob. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects) | Business For Live Chat | Lob End-point (Source Type) | - |
| Cross Session Aov After Engagement | Campaign Conversions | Chat | Average Order Value From Purchases Which Occurred After An Engagement. The Engagement Took Place During A Previous Session But Within The Account-defined Window. | Business For Live Chat | End-point (Source Type) | Cross Session Revenue After Engagement / Cross Session Conversions After Engagement |
| Cross Session Aov After Exposure | Campaign Conversions | Chat | Average Order Value From Purchases Which Occurred After An Exposure. The Exposure Took Place During A Previous Session But Within The Account-defined Window | Business For Live Chat | End-point (Source Type) | Cross Session Revenue After Exposure / Cross Session Conversions After Exposure |
| Cross Session Conversions After Engagement | Campaign Conversions | Chat | Number Of Conversions Achieved After An Engagement Which Took Place During A Previous Session And Within The Account-defined Window | Business For Live Chat | End-point (Source Type) | - |
| Cross Session Conversions After Exposure | Campaign Conversions | Chat | Number Of Conversions Achieved After An Exposure Which Occurred During A Previous Session And Within The Account-defined Window | Business For Live Chat | End-point (Source Type) | - |
| Cross Session Direct Aov After Engagement | Campaign Conversions | Chat | Average Order Value From Purchases Attributed To The Selected Campaign. Purchases Occurred After An Engagement Which Took Place During A Previous Session But Within The Account-defined Window. | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | Cross Session Direct Revenue After Engagement / Cross Session Direct Conversions After Engagement |
| Cross Session Direct Aov After Exposure | Campaign Conversions | Chat | Average Order Value From Purchases Attributed To The Selected Campaign. Purchases Occurred After An Exposure Which Took Place During A Previous Session And Within The Account-defined Window. | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | Cross Session Direct Revenue After Exposure / Cross Session Direct Conversions After Exposure |
| Cross Session Direct Conversions After Engagement | Campaign Conversions | Chat | Number Of Direct Conversions Achieved After An Engagement Occurred In A Previous Session. The Previous Session Is Attributed To The Same Consumer By Their Browser And Device. The Length Of Time Between Sessions Is Defined In The Campaign Area Footnote. | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Cross Session Direct Conversions After Exposure | Campaign Conversions | Chat | Number Of Direct Conversions Achieved After An Exposure Occurred In A Previous Session. The Previous Session Is Attributed To The Same Consumer By Their Browser And Device. The Length Of Time Between Sessions Is Defined In The Campaign Area Footnote. | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Cross Session Direct Revenue After Engagement | Campaign Conversions | Chat | Total Direct Revenue Achieved After Engagements. The Engagement And The Purchase Transaction Happened In 2 Different Sessions (The Previous Session Is Attributed To The Same Consumer By Their Browser And Device The Length Of Time Between Sessions Is Defined In The Campaign Area Footnote). | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Cross Session Direct Revenue After Exposure | Campaign Conversions | Chat | Total Direct Revenue Achieved After Exposures. The Exposures And The Purchase Transaction Happened In 2 Different Sessions (The Previous Session Is Attributed To The Same Consumer By Their Browser And Device The Length Of Time Between Sessions Is Defined In The Campaign Area Footnote) | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Cross Session Revenue After Engagement | Campaign Conversions | Chat | Total Revenue Achieved After An Engagement Which Took Place During A Previous Session And Within The Account-defined Window | Business For Live Chat | End-point (Source Type) | - |
| Cross Session Revenue After Exposure | Campaign Conversions | Chat | Total Revenue Achieved After An Exposure Which Occurred During A Previous Session And Within The Account-defined Window | Business For Live Chat | End-point (Source Type) | - |
| Cumulative Engaged Chat Time | Agent Utilization | Chat | Cumulative Concurrent Time ([H]:mm) Agents Were Engaged In Chat Sessions (If An Agent Was Engaged In 2 Chats During 1 Hour The Total Conc. Engaged Time Will Be 2 Hours) | Business For Live Chat | Agent Group Skill Engagement Campaign Lob | - |
| Direct Goal Reached Rate After Engagement | Campaign Conversions | Chat | Percentage Of Goals Achieved After Engagement Out Of All Consumers That Were Exposed To An Engagement. Does Not Include Conversion Goals. | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | Direct Goals Reached After Engagement / Engaged |
| Direct Goal Reached Rate After Exposure (Camp) | Campaign Conversions | Chat | Percentage Of Goals Achieved After Exposures Out Of All Consumers That Were Exposed To Engagements Within The Specified Campaign. Does Not Include Conversion Goals.(pre-aggregated By Campaign. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects) | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | Direct Goals Reached After Exposure / Exposed (Camp) |
| Direct Goal Reached Rate After Exposure (Eng) | Campaign Conversions | Chat | Percentage Of Goals Achieved After Exposures Out Of All Consumers That Were Exposed To The Specified Engagement. Does Not Include Conversion Goals.(pre-aggregated By Engagement. Summarizing This Metric Across Different Engagements May Not Equal A Total Of Distinct Objects) | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | Direct Goals Reached After Exposure / Exposed (Eng) |
| Direct Goal Reached Rate After Exposure (Lob) | Campaign Conversions | Chat | Percentage Of Goals Achieved After Exposures Out Of All Consumers That Were Exposed To A Campaign In The Specified Lob. Does Not Include Conversion Goals.(pre-aggregated By Lob. Summarizing This Metric Across Different Lobs May Not Equal A Total Of Distinct Objects) | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | Direct Goals Reached After Exposure / Exposed (Lob) |
| Direct Goals Reached After Engagement | Campaign Conversions | Chat | Number Of Goals Reached After Engagement. Does Not Include Conversion Goals | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Direct Goals Reached After Exposure | Campaign Conversions | Chat | Number Of Direct Campaign Goals Reached After Exposure. Does Not Include Conversion Goals | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Engaged | Campaign Funnel | Chat | Number Of Sessions Which Included At Least One Engagement During Their Session | Business For Live Chat | Skill Engagement Campaign End-point (Source Type) | - |
| Engaged Rate (Brand) | Campaign Funnel | Chat | The Percentage (%) Of Consumers Exposed That Were Then Engaged (Calculated At The Brand Level) | Business For Live Chat | Skill Engagement Campaign End-point (Source Type) | Engaged / Exposed (Brand) |
| Engaged Rate (Camp) | Campaign Funnel | Chat | The Percentage (%) Of Consumers Exposed That Were Then Engaged (Calculated At The Campaign Level) | Business For Live Chat | Skill Engagement Campaign End-point (Source Type) | Engaged / Exposed (Camp) |
| Engaged Rate (Lob) | Campaign Funnel | Chat | The Percentage (%) Of Consumers Exposed That Were Then Engaged (Calculated At The Lob Level) | Business For Live Chat | Skill Engagement Campaign End-point (Source Type) | Engaged / Exposed (Lob) |
| Engaged Time | Agent Status | Chat | Total Time Spent By Agent Engaging With One Or More Consumers | Business For Live Chat | Agent Group | - |
| Engaged Time Rate | Agent Status | Chat | The Percentage (%) Of Time Agents Were Engaged In One Or More Chats Out Of The Logged In Time | Business For Live Chat | Agent Group | Engaged Time / Logged In Time |
| Engagement Views | Campaign Conversions | Chat | Number Of Time San Engagement Offer Was Presented To A Consumer | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Engagements | Campaign Conversions | Chat | Number Of Interactive Live Chats Connected Messaging Engagements And Clicks On Content | Business For Live Chat | Skill Engagement Campaign End-point (Source Type) | - |
| Exposed (Brand) | Campaign Funnel | Chat | Number Of Sessions During Which The Consumer Was Offered An Engagement In Any State | Business For Live Chat | End-point (Source Type) | - |
| Exposed (Camp) | Campaign Funnel | Chat | Number Of Sessions During Which The Consumer Was Offered An Engagement From The Selected Campaign In Any State(pre-aggregated By Campaign. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects) | Business For Live Chat | Campaign End-point (Source Type) | - |
| Exposed (Eng) | Campaign Funnel | Chat | Number Of Sessions During Which The Consumer Was Offered A Specific Engagement In Any State Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Engagement. Summarizing This Metric Across Different Engagements May Not Equal A Total Of Distinct Objects) | Business For Live Chat | Engagement Campaign End-point (Source Type) | - |
| Exposed (Entry Point) | Campaign Funnel | Chat | Number Of Sessions During Which A Consumer Was Offered An Engagement Assigned To The Selected Entry Point In Any State(pre-aggregated By Entry Point. Summarizing This Metric Across Different Entry Points May Not Equal A Total Of Distinct Objects) | Business For Live Chat | End-point (Source Type) | - |
| Exposed (Lob) | Campaign Funnel | Chat | Number Of Sessions During Which The Consumer Was Offered An Engagement From A Campaign Associated With The Selected Line Of Business In Any State(pre-aggregated By Lob. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects) | Business For Live Chat | Lob End-point (Source Type) | - |
| Exposed Rate (Brand) | Campaign Funnel | Chat | The Percentage (%) Of Prospects That Were Exposed (Calculated At The Brand Level) | Business For Live Chat | End-point (Source Type) | Exposed (Brand) / Prospects (Brand) |
| Exposed Rate (Camp) | Campaign Funnel | Chat | The Percentage (%) Of Prospects That Were Exposed (Calculated At The Campaign Level) | Business For Live Chat | Campaign End-point (Source Type) | Exposed (Camp) / Prospects (Camp) |
| Exposed Rate (Eng) | Campaign Funnel | Chat | The Percentage (%) Of Prospects That Were Exposed (Calculated At The Engagement Level) | Business For Live Chat | Engagement Campaign End-point (Source Type) | Exposed (Eng) / Prospects (Eng) |
| Exposed Rate (Entry Point) | Campaign Funnel | Chat | The Percentage (%) Of Prospects That Led To Being Exposed (Calculated At The Entry Point Level) | Business For Live Chat | End-point (Source Type) | Exposed (Entry Point) / Prospects (Entry Point) |
| Exposed Rate (Lob) | Campaign Funnel | Chat | The Percentage (%) Of Prospects That Were Exposed (Calculated At The Lob Level) | Business For Live Chat | Lob End-point (Source Type) | Exposed (Lob) / Prospects (Lob) |
| Exposures (Brand) | Campaign Funnel | Chat | Number Of Times Each Engagement Was Offered To A Consumer.if The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure | Business For Live Chat | End-point (Source Type) | - |
| Exposures (Camp) | Campaign Funnel | Chat | Number Of Times Each Engagement Was Offered To A Consumer. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Campaign. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects) | Business For Live Chat | Campaign End-point (Source Type) | - |
| Exposures (Eng) | Campaign Funnel | Chat | Number Of Times A Specific Engagement Was Offered To A Consumer. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Engagement. Summarizing This Metric Across Different Engagements May Not Equal A Total Of Distinct Objects) | Business For Live Chat | Engagement Campaign End-point (Source Type) | - |
| Exposures (Entry Point) | Campaign Funnel | Chat | Number Of Times Each Engagement Was Offered To A Consumer. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Entry Point. Summarizing This Metric Across Different Entry Points May Not Equal A Total Of Distinct Objects) | Business For Live Chat | End-point (Source Type) | - |
| Exposures (Lob) | Campaign Funnel | Chat | Number Of Times Each Engagement Was Offered To A Consumer. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Lob. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects) | Business For Live Chat | Lob End-point (Source Type) | - |
| Goals Reached After Engagement | Campaign Conversions | Chat | Number Of Goals Reached After Engagement. Does Not Include Conversion Goals | Business For Live Chat | End-point (Source Type) | - |
| Goals Reached After Exposure | Campaign Conversions | Chat | Number Of Goals Reached After Exposure. Does Not Include Conversion Goals | Business For Live Chat | End-point (Source Type) | - |
| In Session Aov After Engagement | Campaign Conversions | Chat | Average Order Value From Orders Generated During Or After An Engagement And Within The Same Session | Business For Live Chat | End-point (Source Type) | In Session Revenue After Engagement / In Session Conversions After Engagement |
| In Session Aov After Exposure | Campaign Conversions | Chat | Average Order Value From Orders Generated After An Exposure And Within The Same Session | Business For Live Chat | End-point (Source Type) | In Session Revenue After Exposure / In Session Conversions After Exposure |
| In Session Conversions After Engagement | Campaign Conversions | Chat | Number Of Conversions Achieved After An Engagement Which Took Place During The Same Session | Business For Live Chat | End-point (Source Type) | - |
| In Session Conversions After Exposure | Campaign Conversions | Chat | Number Of Conversions Achieved After An Exposure Which Occurred During The Same Session | Business For Live Chat | End-point (Source Type) | - |
| In Session Direct Aov After Engagement | Campaign Conversions | Chat | Average Of The Total Direct Revenue Achieved After Engagement Out Of The Number Of Purchase Transactions Completed After Engagement. Engagement And Purchase Happened In The Same Session | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | In Session Direct Revenue After Engagement / In Session Direct Conversions After Engagement |
| In Session Direct Aov After Exposure | Campaign Conversions | Chat | Average Of The Total Direct Revenue Achieved After Exposures Out Of The Number Of Purchase Transactions Completed After Exposures. Exposure And Purchase Happened In The Same Session | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | In Session Direct Revenue After Exposure / In Session Direct Conversions After Exposure |
| In Session Direct Conversions After Engagement | Campaign Conversions | Chat | Number Of Direct Conversions Achieved After An Engagement In The Same Session | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| In Session Direct Conversions After Exposure | Campaign Conversions | Chat | Number Of Direct Conversions Achieved After An Exposure In The Same Session | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| In Session Direct Revenue After Engagement | Campaign Conversions | Chat | Total Direct Revenue Achieved After Engagements. Engagement And Purchase Happened In The Same Session | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| In Session Direct Revenue After Exposure | Campaign Conversions | Chat | Total Direct Revenue Achieved After Exposures. Exposure And Purchase Happened In The Same Session | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| In Session Revenue After Engagement | Campaign Conversions | Chat | Total Revenue Achieved After An Engagement Which Took Place During The Same Session | Business For Live Chat | End-point (Source Type) | - |
| In Session Revenue After Exposure | Campaign Conversions | Chat | Total Revenue Achieved After An Exposure Which Occurred During The Same Session | Business For Live Chat | End-point (Source Type) | - |
| Incremental Conversion Ratio (Brand) | Campaign Conversions | Chat | The Percentage (%) Of Total Conversions That May Not Have Otherwise Occurred (Incremental Conversion) (Calculated At The Brand Level) | Business For Live Chat | End-point (Source Type) | Incremental Conversions (Brand) / Total Conversions After Engagement |
| Incremental Conversion Ratio (Camp) | Campaign Conversions | Chat | The Percentage (%) Of Total Conversions That May Not Have Otherwise Occurred (Incremental Conversion) (Calculated At The Campaign Level) | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | Incremental Conversions (Camp) / Total Conversions After Engagement |
| Incremental Conversion Ratio (Lob) | Campaign Conversions | Chat | The Percentage (%) Of Total Conversions That May Not Have Otherwise Occurred (Incremental Conversion) (Calculated At The Lob Level) | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | Incremental Conversions (Lob) / Total Conversions After Engagement |
| Incremental Conversions (Brand) | Campaign Conversions | Chat | The Number Of Incremental Conversions (Calculated At The Brand Level) | Business For Live Chat | End-point (Source Type) | (Total Conversion Rate After Engagement - Total Conversion Rate After Exposure Not Engagement (Brand)) * Engaged |
| Incremental Conversions (Camp) | Campaign Conversions | Chat | Number Of Incremental Conversions (Calculated At The Campaign Level) | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | (Total Conversion Rate After Engagement - Total Conversion Rate After Exposure Not Engagement (Camp)) * Engaged |
| Incremental Conversions (Lob) | Campaign Conversions | Chat | Number Of Incremental Conversions (Calculated At The Lob Level) | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | (Total Conversion Rate After Engagement - Total Conversion Rate After Exposure Not Engagement (Lob)) * Engaged |
| Indirect Goals Reached After Engagement | Campaign Conversions | Chat | Number Of Indirect Goals Reached After Engagement. An Indirect Goal Is One That Is Not Attached To A Campaign. Indirect Goals May Still Be Achieved By An Engagement | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Indirect Goals Reached After Exposure | Campaign Conversions | Chat | Number Of Indirect Goals Reached After Exposure. An Indirect Goal Is One That Is Not Attached To A Campaign. Indirect Goals May Still Be Achieved By An Engagement | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Interactive Chat Rate | Agent Productivity | Chat | The Percentage (%) Of Interactive Chat Engagements Out Of The Total Number Of Connected Chat Engagements | Business For Live Chat | Agent Group Skill Engagement Campaign Lob | Interactive Chats / Connected Chats |
| Interactive Chats | Agent Productivity | Chat | Number Of Chat Engagements During Which Consumers Entered At Least One Text Line | Business For Live Chat | Agent Group Skill Engagement Campaign Lob | - |
| Interactive Engagements Per Hour | Agent Productivity | Chat | Average Number Of Interactive Engagements Agents Handled During Their Labor Time | Business For Live Chat | Agent Group | Interactive Engagements / Labor Time * 24 |
| Labor Time | Agent Status | Chat | Cumulative Time ([H]:mm) Agents Were In Online State Plus The Engaged Time In The Away State Or Back Soon State | Business For Live Chat | Agent Group | - |
| Labor Time Rate | Agent Status | Chat | The Percentage (%) Of The Labor Time Out Of The Logged In Time | Business For Live Chat | Agent Group | Labor Time / Logged In Time |
| Logged In Time | Agent Status | Messagingchat | Cumulative Agents Logged In Time (Hh:mm) | Business For Live Chat | Agent Group | - |
| Max Time To Abandon Chat | Queue Health | Chat | Maximum Time ([H]:mm) It Took A Consumer To Abandon The Queue After Accepting A Chat Engagement Offer And Before Being Connected To An Agent | Business For Live Chat | Skill Engagement Campaign Lob | - |
| Max. Time To Answer Chat | Queue Health | Chat | Maximum Time ([H]:mm) From When Consumers Entered The Queue To When They Connected To An Agent | Business For Live Chat | Skill Engagement Campaign Lob | - |
| No. Of Chat Cobrowse Interactive Sessions | Agent Productivity | Chat | Number Of Cobrowse Interactive Sessions That Occurred Within A Chat. An Interactive Session Involves Participation Of Both Agent And Consumer And Lasts 60 Seconds Or More | Business For Live Chat | Agent Group Skill Engagement Campaign Lob | - |
| No. Of Secure Form (Pci) Sent (Chat) | Agent Productivity | Chat | Number Of Secure Forms Sent By An Agent To A Consumer During A Chat | Business For Live Chat | Agent Group Skill Engagement Campaign Lob | - |
| No. Of Secure Form (Pci) Submitted (Chat) | Agent Productivity | Chat | Number Of Secure Forms Completed And Submitted Back To The Agent By A Consumer During A Chat | Business For Live Chat | Agent Group Skill Engagement Campaign Lob | - |
| No. Of Secure Form (Pci) Viewed (Chat) | Agent Productivity | Chat | Number Of Secure Forms Viewed By The Consumer During A Chat | Business For Live Chat | Agent Group Skill Engagement Campaign Lob | - |
| Non Engaged Rate | Agent Utilization | Chat | The Percentage (%) Of The Cumulative Time Agents Were Not Engaged Out Of Logged In Time | Business For Live Chat | Agent Group | Non Engaged Time / Logged In Time |
| Non Engaged Time | Agent Utilization | Chat | Total Time An Agent Was Not Engaged With Any Consumer | Business For Live Chat | Agent Group | Logged In Time - Engaged Time |
| Non-interactive Chats | Agent Productivity | Chat | Number Of Chat Engagements Connected To An Agent During Which Consumers Did Not Enter Any Line In Chat | Business For Live Chat | Agent Group Skill Engagement Campaign Lob | - |
| Occupancy Rate | Agent Utilization | Chat | The Percentage (%) Of Time The Agent Spent In The Online State While Actively Engaged (Occupied) | Business For Live Chat | Agent Group | Online Time Eng. / Online |
| Offline Engagement Views | Campaign Funnel | Chat | Number Of Times An Offline Chat Engagement Offer Was Presented To A Consumer | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Offline Exposed (Entry Point) | Campaign Funnel | Chat | Number Of Consumers Who Were Exposed To An Offline Engagement Offer | Business For Live Chat | End-point (Source Type) | - |
| Offline Exposures (Brand) | Campaign Funnel | Chat | Number Of Times Each Engagement Was Offered To A Consumer In Offline State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure | Business For Live Chat | End-point (Source Type) | - |
| Offline Exposures (Eng) | Campaign Funnel | Chat | Number Of Times A Specific Engagement Was Offered To A Consumer In Offline State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Engagement. Summarizing This Metric Across Different Engagements May Not Equal A Total Of Distinct Objects) | Business For Live Chat | Engagement Campaign End-point (Source Type) | - |
| Offline Exposures (Entry Point) | Campaign Funnel | Chat | Number Of Times Each Engagement Assigned To The Selected Entry Point Was Offered To A Consumer In Offline State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Entry Point. Summarizing This Metric Across Different Entry Points May Not Equal A Total Of Distinct Objects) | Business For Live Chat | End-point (Source Type) | - |
| Offline Exposures (Lob) | Campaign Funnel | Chat | Number Of Times Each Engagement Within A Campaign Associated With The Selected Line Of Business Was Offered To A Consumer In Offline State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Lob. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects) | Business For Live Chat | Lob End-point (Source Type) | - |
| Offline Offers Accepted | Campaign Funnel | Chat | Number Of Times A Consumer Clicked On An Offline Chat Engagement Offer | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Online | Agent Status | Messagingchat | Cumulative Time ([H]:mm) In Online State. Note! Messaging Agents Must Have A Configured Chat Concurrency (Greater Than 0) In Order For The System To Populate This Metric's Value. Messaging Agents With A Chat Concurrency Of 0 Appear With 0 Online Time. | Business For Live Chat | Agent Group | - |
| Online Engagement Views | Campaign Funnel | Chat | Number Of Times An Online Chat Engagement Offer Was Presented To A Consumer | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Online Exposed (Entry Point) | Campaign Funnel | Chat | Number Of Consumers Who Were Exposed To An Online Engagement Offer | Business For Live Chat | End-point (Source Type) | - |
| Online Exposure Rate (Brand) | Campaign Funnel | Chat | The Percentage (%) Of Total Chat Exposures That Were Online Exposures (Calculated At The Brand Level) | Business For Live Chat | End-point (Source Type) | Chat Online Exposures (Brand) / Exposures (Brand) |
| Online Exposure Rate (Camp) | Campaign Funnel | Chat | The Percentage (%) Of Total Chat Exposures That Were Online Exposures (Calculated At The Campaign Level) | Business For Live Chat | Campaign End-point (Source Type) | Chat Online Exposures (Camp) / Exposures (Camp) |
| Online Exposure Rate (Eng) | Campaign Funnel | Chat | The Percentage (%) Of Total Chat Exposures That Were Online Exposures (Calculated At The Engagement Level) | Business For Live Chat | Engagement Campaign End-point (Source Type) | Online Exposures (Eng) / Exposures (Eng) |
| Online Exposure Rate (Entry Point) | Campaign Funnel | Chat | The Percentage (%) Of Total Chat Exposures That Were Online Exposures (Calculated At The Entry Point Level) | Business For Live Chat | End-point (Source Type) | Online Exposures (Entry Point) / Exposures (Entry Point) |
| Online Exposure Rate (Lob) | Campaign Funnel | Chat | The Percentage (%) Of Total Chat Exposures That Were Online Exposures (Calculated At The Lob Level) | Business For Live Chat | Lob End-point (Source Type) | Chat Online Exposures (Lob) / Exposures (Lob) |
| Online Exposures (Brand) | Campaign Funnel | Chat | Number Of Times Each Engagement Was Offered To A Consumer In Online State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure | Business For Live Chat | End-point (Source Type) | - |
| Online Exposures (Camp) | Campaign Funnel | Chat | Number Of Times Each Engagement Was Offered To A Consumer In Online State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Campaign. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects) | Business For Live Chat | Campaign End-point (Source Type) | - |
| Online Exposures (Eng) | Campaign Funnel | Chat | Number Of Times A Specific Engagement Was Offered To A Consumer In Online State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Engagement. Summarizing This Metric Across Different Engagements May Not Equal A Total Of Distinct Objects) | Business For Live Chat | Engagement Campaign End-point (Source Type) | - |
| Online Exposures (Entry Point) | Campaign Funnel | Chat | Number Of Times Each Engagement Assigned To The Selected Entry Point Was Offered To A Consumer In Online State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Entry Point. Summarizing This Metric Across Different Entry Points May Not Equal A Total Of Distinct Objects) | Business For Live Chat | End-point (Source Type) | - |
| Online Exposures (Lob) | Campaign Funnel | Chat | Number Of Times Each Engagement Within A Campaign Associated With The Selected Line Of Business Was Offered To A Consumer In Online State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Lob. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects) | Business For Live Chat | Lob End-point (Source Type) | - |
| Online Offers Accepted | Campaign Funnel | Chat | Number Of Times A Consumer Clicked On An Online Chat Engagement Offer | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Online Rate | Agent Status | Messagingchat | The Percentage (%) Of Time The Agent Spent In The Online State Out Of The Logged In Time | Business For Live Chat | Agent Group | Online / Logged In Time |
| Online Time Eng. | Agent Utilization | Chat | Cumulative Time ([H]:mm) Agents Were In The Online State And Engaged | Business For Live Chat | Agent Group | - |
| Prospect Rate (Brand) | Campaign Funnel | Chat | The Percentage (%) Of Consumers That Were Identified As Prospects (Calculated At The Brand Level) | Business For Live Chat | End-point (Source Type) | Prospects (Brand) / Sessions |
| Prospects (Brand) | Campaign Funnel | Chat | Number Of Consumers That Were Eligible To Receive At Least One Engagement From A Campaign. Includes Control Group Consumers If Defined In The Account | Business For Live Chat | End-point (Source Type) | - |
| Prospects (Camp) | Campaign Funnel | Chat | Number Of Consumers That Were Eligible To Receive At Least One Engagement From A Campaign. Includes Control Group Consumers If Defined In The Account(pre-aggregated By Campaign. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects) | Business For Live Chat | Campaign End-point (Source Type) | - |
| Prospects (Eng) | Campaign Funnel | Chat | Number Of Consumers That Were Eligible To Receive At Least One Engagement From A Campaign. Includes Control Group Consumers If Defined In The Account(pre-aggregated By Engagement. Summarizing This Metric Across Different Engagements May Not Equal A Total Of Distinct Objects) | Business For Live Chat | Engagement Campaign End-point (Source Type) | - |
| Prospects (Entry Point) | Campaign Funnel | Chat | Number Of Consumers That Were Eligible To Receive At Least One Engagement Assigned To The Selected Entry Point. Includes Control Group Consumers If Defined In The Account(pre-aggregated By Entry Point. Summarizing This Metric Across Different Entry Points May Not Equal A Total Of Distinct Objects) | Business For Live Chat | End-point (Source Type) | - |
| Prospects (Lob) | Campaign Funnel | Chat | Number Of Consumers That Were Eligible To Receive At Least One Engagement From A Campaign Associated To The Selected Line Of Business. Includes Control Group Consumers If Defined In The Account(pre-aggregated By Lob. Summarizing This Metric Across Different Campaigns May Not Equal A Total Of Distinct Objects) | Business For Live Chat | Lob End-point (Source Type) | - |
| Requested Chats | Campaign Funnel | Chat | Number Of Consumers Who Clicked On A Chat Engagement Offer And Entered The Queue Including Transfers | Business For Live Chat | Skill Engagement Campaign Lob | - |
| Sessions | Campaign Funnel | Chat | Total Number Of Web Sessions On The Monitored Web Pages | Business For Live Chat | End-point (Source Type) | - |
| Total Aov After Engagement | Campaign Conversions | Chat | Average Order Value From Purchases Which Occurred After An Engagement | Business For Live Chat | End-point (Source Type) | Sum (Revenue After Engagement)/count (Revenue After Engagement) |
| Total Aov After Exposure | Campaign Conversions | Chat | Average Order Value From Purchases Which Occurred After An Exposure | Business For Live Chat | End-point (Source Type) | Total Revenue After Exposure / Total Conversions After Exposure |
| Total Conversion Rate After Engagement | Campaign Conversions | Chat | Percentage Of Conversions Achieved After Or During An Engagement Out Of All Sessions Containing An Engagement | Business For Live Chat | End-point (Source Type) | Total Conversions After Engagement / Engaged |
| Total Conversion Rate After Exposure (Brand) | Campaign Conversions | Chat | Percentage Of Conversions Achieved After Exposure Out Of All Session During Which An Exposure Occurred | Business For Live Chat | End-point (Source Type) | Total Conversions After Exposure / Exposed (Brand) |
| Total Conversion Rate After Exposure Not Engagement (Brand) | Campaign Conversions | Chat | The Percentage (%) Of Exposures That Did Not Result In An Engagement But That Did Lead To A Conversion (Calculated At The Brand Level) | Business For Live Chat | End-point (Source Type) | Total Conversions After Exposure Not Engagement / (Exposed (Brand) - Engaged) |
| Total Conversion Rate After Exposure Not Engagement (Camp) | Campaign Conversions | Chat | The Percentage (%) Of Exposures That Did Not Result In An Engagement But That Did Lead To A Conversion (Calculated At The Campaign Level) | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | Total Conversions After Exposure Not Engagement / (Exposed (Camp) - Engaged |
| Total Conversion Rate After Exposure Not Engagement (Lob) | Campaign Conversions | Chat | The Percentage (%) Of Exposures That Did Not Result In An Engagement But That Did Lead To A Conversion (Calculated At The Lob Level) | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | Total Conversions After Exposure Not Engagement / (Exposed (Lob) - Engaged) |
| Total Conversions After Engagement | Campaign Conversions | Chat | Number Of Conversions Achieved During Or After An Engagement | Business For Live Chat | End-point (Source Type) | - |
| Total Conversions After Exposure | Campaign Conversions | Chat | Number Of Conversions Which Occurred After An Exposure | Business For Live Chat | End-point (Source Type) | - |
| Total Conversions After Exposure Not Engagement | Campaign Conversions | Chat | Number Of Total Conversions Which Occurred After An Exposure That Did Not Result In An Engagement | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | Total Conversions After Exposure - Total Conversions After Engagement |
| Total Cross Session Purchases After Engagement | Campaign Conversions | Chat | Total Number Of Purchase Transactions Following An Engagement That Occurred During A Previous Session And Within The Account-defined Window | Business For Live Chat | End-point (Source Type) | - |
| Total Cross Session Purchases After Exposure | Campaign Conversions | Chat | Total Number Of Purchase Transactions Following An Exposure That Occurred During A Previous Session And Within The Account-defined Window | Business For Live Chat | End-point (Source Type) | - |
| Total Direct Aov After Engagement | Campaign Conversions | Chat | Average Of The Total Direct Revenue Achieved After Engagements Out Of The Number Of Purchase Transactions Completed After Engagement | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | Sum (Direct Revenue After Engagement)/count( Direct Revenue After Engagement) |
| Total Direct Aov After Exposure | Campaign Conversions | Chat | Average Of The Total Direct Revenue Achieved After Exposures Out Of The Number Of Purchase Transactions Completed After Exposures | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | Total Direct Revenue After Exposure / Total Direct Conversions After Exposure |
| Total Direct Conversions After Engagement | Campaign Conversions | Chat | Total Number Of Direct Conversions Achieved After Engagement | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Total Direct Conversions After Exposure | Campaign Conversions | Chat | Total Number Of Direct Conversions Achieved After Exposure | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Total Direct Revenue After Engagement | Campaign Conversions | Chat | Total Direct Revenue Achieved From All Campaigns After Engagement | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Total Direct Revenue After Exposure | Campaign Conversions | Chat | Total Direct Revenue Achieved From All Campaigns After Exposure | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Total Engagements Per Hour | Agent Productivity | Chat | Total Number Of Interactive And Non-interactive Engagements Divided By The Number Of Labor Hours | Business For Live Chat | Agent Group | (Interactive Eng. + Non-interactive Eng.) / Labor Time * 24 |
| Total Goal Reached Rate After Engagement | Campaign Conversions | Chat | Percentage Of Goals Reached During Or After An Engagement Out Of All Consumers Engaged. Does Not Include Conversion Goals | Business For Live Chat | End-point (Source Type) | Total Goals Reached After Engagement / Engaged |
| Total Goal Reached Rate After Exposure (Brand) | Campaign Conversions | Chat | Percentage Of Goals Reached After An Exposure Out Of All Consumers Engaged. Does Not Include Conversion Goals | Business For Live Chat | End-point (Source Type) | Total Goals Reached After Exposure / Exposed (Brand) |
| Total Goals Reached After Engagement | Campaign Conversions | Chat | Number Of Goals Reached After Engagement. Does Not Include Conversion Goals | Business For Live Chat | End-point (Source Type) | - |
| Total Golas Reached After Exposure | Campaign Conversions | Chat | Number Of Goals Reached After Exposure. Does Not Include Conversion Goals | Business For Live Chat | End-point (Source Type) | - |
| Total In Session Purchases After Engagement | Campaign Conversions | Chat | Total Number Of Purchase Transactions Following An Engagement That Took Place During The Same Session | Business For Live Chat | End-point (Source Type) | - |
| Total In Session Purchases After Exposure | Campaign Conversions | Chat | Total Number Of Purchase Events Following An Exposure In The Same Session | Business For Live Chat | End-point (Source Type) | - |
| Total In Session Purchases After Exposures | Campaign Conversions | Chat | Total Number Of Purchase Transactions Following An Exposure That Occurred During The Same Session | Business For Live Chat | End-point (Source Type) | - |
| Total Indirect Conversions After Engagement | Campaign Conversions | Chat | Total Number Of Indirect Conversions Achieved During Or After An Engagement. Indirect Conversion Is One That Achieved A Goal That Is Not Attached To A Campaign | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Total Indirect Conversions After Exposure | Campaign Conversions | Chat | Total Number Of Indirect Conversions Achieved After An Exposure. Indirect Conversion Is One That Achieved A Goal That Is Not Attached To A Campaign | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Total Indirect Revenue After Engagement | Campaign Conversions | Chat | Total Indirect Revenue Achieved During Or After An Engagement. The Indirect Revenue Is Generated By Conversions That Achieved A Goal That Is Not Attached To A Campaign | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Total Indirect Revenue After Exposure | Campaign Conversions | Chat | Total Indirect Revenue Achieved After An Exposure. The Indirect Revenue Is Generated By Conversions That Achieved A Goal That Is Not Attached To A Campaign | Business For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Total Revenue After Engagement | Campaign Conversions | Chat | Total Revenue Achieved During Or After Engagement | Business For Live Chat | End-point (Source Type) | - |
| Total Revenue After Exposure | Campaign Conversions | Chat | Total Revenue Achieved After Exposure | Business For Live Chat | End-point (Source Type) | - |
| Total Revenue Without Conversion After Engagement | Campaign Conversions | Chat | Total Revenue Achieved Without Conversions During Or After Engagement | Business For Live Chat | End-point (Source Type) | - |
| Total Revenue Without Conversion After Exposure | Campaign Conversions | Chat | Total Revenue Achieved Without Conversions After An Exposure | Business For Live Chat | End-point (Source Type) | - |
| Conversions | Campaign Conversions | Messagingchat | Number Of Conversions Generated By Consumers Following Engagements With An Agent. Conversion Goals Include Sell Product/service Generate Leads And Service Activity Complete | Goals Tracker Dashboard For Live Chat | Agent Group Skill Engagement Campaign End-point (Source Type) | - |
| Cross Session Conversion/goal | Campaign Conversions | Messagingchat | Number Of Times A Goal Was Achieved By Consumers After Initiating An Engagement With An Agent. The Goal Was Achieved During A Separate Session From The One In Which The Engagement Took Place And Within The Account-defined Window | Goals Tracker Dashboard For Live Chat | Agent Group Skill Engagement Campaign End-point (Source Type) | - |
| Cross Session Conversions | Campaign Conversions | Messagingchat | Number Of Conversions Generated By Consumers After Initiating An Engagement With An Agent. The Conversion Was Generated During A Separate Session From The One In Which The Engagement Took Place And Within The Account-defined Window. Conversion Goals Include Sell Product/service Generate Leads And Service Activity Complete | Goals Tracker Dashboard For Live Chat | Agent Group Skill Engagement Campaign End-point (Source Type) | - |
| Cross Session Revenue | Campaign Conversions | Messagingchat | Total Revenue Generated From Purchases Placed By Consumers After Initiating An Engagement With An Agent. The Purchase Was Placed During A Separate Session From The One In Which The Engagement Took Place And Within The Account-defined Window | Goals Tracker Dashboard For Live Chat | Agent Group Skill Engagement Campaign End-point (Source Type) | - |
| In Session Conversion/goal | Campaign Conversions | Messagingchat | Number Of Times A Goal Was Achieved By Consumers After Initiating An Engagement With An Agent And Before Ending The Session | Goals Tracker Dashboard For Live Chat | Agent Group Skill Engagement Campaign End-point (Source Type) | - |
| In Session Conversions | Campaign Conversions | Messagingchat | Number Of Conversions Generated By Consumers After Initiating An Engagement With An Agent And Before Ending The Session. Conversion Goals Include Sell Product/service Generate Leads And Service Activity Complete | Goals Tracker Dashboard For Live Chat | Agent Group Skill Engagement Campaign End-point (Source Type) | - |
| In Session Revenue | Campaign Conversions | Messagingchat | Total Revenue Generated From Purchases Placed By Consumers After Initiating An Engagement With An Agent And Before Ending The Session | Goals Tracker Dashboard For Live Chat | Agent Group Skill Engagement Campaign End-point (Source Type) | - |
| Product List | Campaign Conversions | Messagingchat | Number Of Items In The Shopping Cart At Time Of Purchase. Derived From The Numitems Engagement Attribute Under The Transaction Sde | Goals Tracker Dashboard For Live Chat | Agent Group Skill Engagement Campaign End-point (Source Type) | - |
| Revenue | Campaign Conversions | Messagingchat | Total Revenue Generated By Consumers After Initiating An Engagement With An Agent | Goals Tracker Dashboard For Live Chat | Agent Group Skill Engagement Campaign End-point (Source Type) | - |
| Values | Campaign Conversions | Messagingchat | Total Value Of Products Purchased. Derived From The Total Engagement Attribute Under The Transaction Sde | Goals Tracker Dashboard For Live Chat | Agent Group Skill Engagement Campaign End-point (Source Type) | Round(value) |
| Agent Messages | - | Messaging | The Number Of Messages Sent By The Agent In The Conversation. | Goals Tracker For Messaging | Sum(agent_messages) | |
| Agent Responses | - | Messaging | The Number Of Responses Given By The Agent To A Consumer. A Response Is A Set Of Consecutive Messages Sent From A Participant Following A Message Sent From The Another Participant In The Same Conversation. | Goals Tracker For Messaging | Sum(agent_responses) | |
| Conversions | - | Messaging | An Indication (1/0) Whether The Goal Was Reported As Success. | Goals Tracker For Messaging | Sum(goal_achieved) | |
| Lead Values | - | Messaging | The Lead Value Extracted From The Lead Sde Sent By The Brand To Le. | Goals Tracker For Messaging | Max(lead_value) | |
| Time Assigned | - | Messaging | The Time The Agent Participated In The Conversation (Measured Only For The Time The Agent Was Assigned To The Conversation). | Goals Tracker For Messaging | Sum(time_assigned) | |
| Transaction Values | - | Messaging | The Total Transaction Value Extracted From The Transaction Sde Sent By The Brand To Le. | Goals Tracker For Messaging | Max(transaction_total) | |
| Abandoned Conversations | Consumer Experience | Messaging | Number Of Conversations During Which An Agent (Human Or Bot) Did Not Respond To A Consumer Message. Conversations In Which The Agent Is The First To Message (Resume) Can't Be Marked As Abandoned Even If The Consumer Did Not Respond To An Agent Message. | Marketplace Network Dashboard | Merchant Subscriber | - |
| Active Consumers | Consumer Experience | Messaging | The Number Of Consumers Who Were Active During A Selected Timeframe. A Consumer Is Marked As Active If At Least One Of The Following Occurred:1) Consumer Opened A Conversation2) Consumer Sent A Message In A Conversation3) Consumer Closed The Conversation | Marketplace Network Dashboard | Merchant Subscriber | Count Distinct Consumers |
| Active Merchants | Network Manager | Messaging | No Of Network Manager Merchants (Accounts) Who Have Sent At Least 1 Message To A Consumer. | Marketplace Network Dashboard | Merchant Subscriber | Count Distinct Merchants |
| Active Subscribers | Network Manager | Messaging | No Of Network Manager Subscribers Who Have Sent At Least 1 Message To A Consumer. A Merchant May Have More Than One Subscriber. | Marketplace Network Dashboard | Merchant Subscriber | Count Distinct Subscribers |
| Avg. No. Of Bot Responses Per Conversation | Bot Productivity | Messaging | Average Number Of Bot Agent Responses Per Conversation. | Marketplace Network Dashboard | Merchant Subscriber | Total No. Of Bot Responses / Closed Conversations |
| Avg. No. Of Human Agent Responses Per Conversation | Agent Productivity | Messaging | Average Number Of Human Agent Responses Per Conversation. | Marketplace Network Dashboard | Merchant Subscriber | Total No. Of Human Responses / Closed Conversations |
| Avg. Wait Time For First Bot Response | Bot Productivity | Messaging | The Time On Average A Consumer Waits For A The First Bot Response To The First Message The Consumer Sent In A Conversation. Measured From The Time The First Message Was Sent By The Consumer To The First Response Provided By An Bot In The Conversation. | Marketplace Network Dashboard | Merchant Subscriber | Bot Agent First Response Time / Total No. Of First Responses |
| Avg. Wait Time For First Human Agent Response | Agent Productivity | Messaging | The Time On Average A Consumer Waits For A Response From The First Human Agent Assigned To The Conversation.if A Bot Was The First Assigned Agent The Responses From The Bot Are Omitted From This Metric's Calculation. | Marketplace Network Dashboard | Merchant Subscriber | First Human Message Dur Days / Total No Of First Human Message |
| Closed Conversations | Agent Productivity | Messaging | Number Of Conversations Closed By Agent Consumer Or The System. | Marketplace Network Dashboard | Merchant Subscriberagent Conversation Type | No. Of Conversations Closed By Agent + No. Of Conversations Closed By Consumer + No. Of Conversations Closed By System |
| Handled Consumers | Agent Productivity | Messaging | The Number Of Consumers Who Received A Message From Any Agent (Bot Or Human) During The Selected Timeframe. | Marketplace Network Dashboard | Merchant Subscriber | Count Distinct Consumers |
| Handled Conversations | Agent Productivity | Messaging | The Number Of Conversations In Which Any Agent (Bot Or Human) Sent At Least 1 Message During The Selected Timeframe. | Marketplace Network Dashboard | Merchant Subscriber | Count Distinct Conversations |
| Human Response Rate % To Consumer Message | Agent Productivity | Messaging | The Percentage Of Conversations Answered By Human Agents Out Of The Total Conversations That Was Escalated To A Human. | Marketplace Network Dashboard | Merchant Subscriber | No. Of Conversations With Human Response/no. Of Conversation Transferred By Bot |
| Mcs | Consumer Experience | Messaging | Meaningful Conversation Score (Mcs - An Automated Real Time Measurement Of Consumer Sentiment) For Closed Conversations Including Unassigned Conversations. This Metric Is Attributed Only To The Last Assigned Agent In The Conversation. | Marketplace Network Dashboard | Merchant Subscriberagent Conversation Type | Mcs_sum/ Mcs_count |
| Mcs For Bot | Consumer Experience | Messaging | Mcs For Conversations Handled By Bot Only. ( Mcs Is Meaningful Conversation Score An Automated Real Time Measurement Of Consumer Sentiment) | Marketplace Network Dashboard | Merchant Subscriber | - |
| Mcs For Tango | Consumer Experience | Messaging | Mcs For Conversations Handled By Agents And Bots ( Mcs Is Meaningful Conversation Score An Automated Real Time Measurement Of Consumer Sentiment) | Marketplace Network Dashboard | Merchant Subscriber | - |
| No. Of Conversations Handled By Bot | Agent Productivity | Messaging | Total Number Of Conversations Handled By The Bot Only. Closed Conversions Answered By Bot And Was Not Escalated To Human. | Marketplace Network Dashboard | Merchant Subscriber | - |
| No. Of Conversations Opened By Agent | Agent Productivity | Messaging | Number Of Conversations Resumed (Opened) By Agents. | Marketplace Network Dashboard | Merchant Subscriber | - |
| No. Of Conversations Opened By Consumer | Consumer Experience | Messaging | Number Of Conversations Opened By Consumers. | Marketplace Network Dashboard | Merchant Subscriber | - |
| No. Of Conversations Transferred By Bot | Agent Productivity | Messaging | Number Of Conversations Transferred By Bot To Another Skill Or Agent (Not Including B2q & Takeover). | Marketplace Network Dashboard | Merchant Subscriber | - |
| No. Of Conversations With Human Response | Agent Productivity | Messaging | The Number Of Conversations That Were Transferred To Human Agents With At Least 1 Response From A Human To Consumer. | Marketplace Network Dashboard | Merchant Subscriber | Count Distinct Conversations |
| No. Of Conversations With No Response From Human | Agent Productivity | Messaging | The Number Of Conversations Which Were Transferred By The Bot And Included No Human Agent Message. | Marketplace Network Dashboard | Merchant Subscriber | - |
| No. Of Interactive Conversations Handled By Bot | Agent Productivity | Messaging | Number Of Conversations During Which The Consumers Responded At Least Once To An Bot Message. | Marketplace Network Dashboard | Merchant Subscriber | - |
| No. Of Interactive Conversations Handled By Human | Agent Productivity | Messaging | Number Of Conversations During Which The Consumers Responded At Least Once To An Human Agent Message. | Marketplace Network Dashboard | Merchant Subscriber | - |
| No. Of Opened Conversations | Consumer Experience | Messaging | Number Of Opened Conversations By Either Agents Or Consumers. | Marketplace Network Dashboard | Merchant Subscriber | No. Of Conversations Opened By Consumer + No. Of Conversations Opened By Agent |
| Nps | Survey Results | Messaging | The Net Promoter Score For All Conversation Types. | Marketplace Network Dashboard | Merchant Subscriberagent Conversation Type | - |
| Nps For Bot | Survey Results | Messaging | The Net Promoter Score For Conversations Handled By Bot Only. | Marketplace Network Dashboard | Merchant Subscriber | - |
| Nps For Tango | Survey Results | Messaging | The Net Promoter Score For Conversations Handled By Human Or Bot Agents. | Marketplace Network Dashboard | Merchant Subscriber | |
| Total No. Of Messages Sent By Bot | Bot Productivity | Messaging | Total Number Of Messages Sent By The Bots. | Marketplace Network Dashboard | Merchant Subscriber | - |
| Total No. Of Messages Sent By Consumer | Consumer Experience | Messaging | Number Of Messages Sent By Consumers Including Unassigned Conversations. | Marketplace Network Dashboard | Merchant Subscriber | - |
| Total No. Of Messages Sent By Human | Agent Productivity | Messaging | Total Number Of Messages Sent By The Human Agents For Open And Closed Conversations. | Marketplace Network Dashboard | Merchant Subscriber | - |
| Abandoned Chat Rate | Queue Health | Chat | The Percentage (%) Of Consumers Who Abandoned The Queue Out Of All Consumers That Entered The Queue | Operational & Staffing For Live Chat | Skill Engagement Campaign Lob | Abandoned Chats / Requested Chats |
| Abandoned Chats | Queue Health | Chat | Number Of Times A Consumer Abandoned The Queue While Waiting For An Agent To Connect | Operational & Staffing For Live Chat | Skill Engagement Campaign Lob | - |
| Answer Count | Surveys | Chat | The Number Of Times The Answer Is Submitted To The Question | Operational & Staffing For Live Chat | Agent Group Skill | - |
| Answer Rate | Surveys | Chat | The Percentage (%) Of Answers To The Question Out Of The Number Of Consumers That Answered The Question | Operational & Staffing For Live Chat | Agent Group Skill | Answer Count / Answered Questions |
| Answered Questions | Surveys | Chat | The Number Of Times A Question Was Answered. Choosing More Than One Answer In Multiple Choice Questions (Such As With Multiple Check Boxes) Counts As A Single Answer | Operational & Staffing For Live Chat | Agent Group Skill | - |
| Answered Questions Csat | Surveys | Chat | The Number Of Consumers That Answered A Csat Question | Operational & Staffing For Live Chat | Agent Group Skill | - |
| Avg. Chat Length | Agent Productivity | Chat | Average Time ([H]:mm) From When Consumers Were Connected To An Agent Until The Chat Engagement Window Was Closed | Operational & Staffing For Live Chat | Agent Group Skill Engagement Campaign Lob | Cumulative Engaged Chat Time / Connected Chats |
| Avg. Interactive Chat Length | Agent Productivity | Chat | Average Time ([H]:mm) From When Consumers Were Connected To An Agent Until The Chat Engagement Window Was Closed. This Only Includes Chat Engagements During Which The Consumer Entered At Least One Text Line | Operational & Staffing For Live Chat | Agent Group Skill Engagement Campaign Lob | - |
| Avg. Non-interactive Chat Length | Agent Productivity | Chat | Average Time ([H]:mm) From When Consumers Were Connected To An Agent Until The Chat Engagement Window Was Closed. Including Only Chat Engagement During Which The Consumer Did Not Enter Any Line In Chat. | Operational & Staffing For Live Chat | Agent Group Skill Engagement Campaign Lob | - |
| Avg. Time To Abandon Chat | Queue Health | Chat | Average Time ([H]:mm) It Took Consumers To Abandon The Queue After Accepting An Engagement Offer And Before Being Connected To An Agent | Operational & Staffing For Live Chat | Skill Engagement Campaign Lob | - |
| Avg. Time To Answer Chat | Agent Productivity | Chat | Average Time ([H]:mm) It Took An Agent To Connect To A Consumer Measured From The Time The Consumer Entered The Queue | Operational & Staffing For Live Chat | Agent Group Skill Engagement Campaign Lob | - |
| Away | Agent Status | Messagingchat | Cumulative Time ([H]:mm) In Away State. Can Be Viewed And Filtered By The Away Reason Attribute. | Operational & Staffing For Live Chat | Agent Group | - |
| Away (Total) | Agent Status | Messagingchat | Combined Time (In Hours) That The Agent Was Not Available (In The Away And Back Soon States) | Operational & Staffing For Live Chat | Agent Group | Away + Back Soon |
| Away Eng. Rate | Agent Utilization | Chat | The Percentage (%) Of Logged In Time The Agent Spent In The Away State But Was Actively Engaged | Operational & Staffing For Live Chat | Agent Group | Away Time Eng. / Logged In Time |
| Away Not Eng. | Agent Utilization | Chat | Time Spent By The Agent In The Away State While Not Actively Engaged | Operational & Staffing For Live Chat | Agent Group | Away - Away Time Eng. |
| Away Not Eng. Rate | Agent Utilization | Chat | The Percentage (%) Of Logged In Time The Agent Spent In The Away State And Was Not Actively Engaged | Operational & Staffing For Live Chat | Agent Group | Away Not Eng. / Logged In Time |
| Away Rate | Agent Status | Chat | Percentage (%) Of Time Spent By Agents In Away State Out Of The Logged In Time | Operational & Staffing For Live Chat | Agent Group | Away / Logged In Time |
| Away Time Eng. | Agent Utilization | Chat | Cumulative Time ([H]:mm) In Away State But Engaged | Operational & Staffing For Live Chat | Agent Group | - |
| Away Total Eng. | Agent Utilization | Chat | Combined Time (In Hours) That The Agent Was Not Available But Was Actively Engaged (Away Engaged And Back Soon Engaged) | Operational & Staffing For Live Chat | Agent Group | Away Time Eng. + Back Soon Time Eng. |
| Away Total Eng. Rate | Agent Utilization | Chat | The Percentage (%) Of Labor Time (In Hours) That The Agent Was Not Available While Actively Engaged | Operational & Staffing For Live Chat | Agent Group | Away Total Eng. / Labor Time |
| Away Total Not Eng. | Agent Utilization | Chat | Combined Time (In Hours) That The Agent Was Neither Available Nor Actively Engaged (Away Not Engaged + Back Soon Not Engaged) | Operational & Staffing For Live Chat | Agent Group | Away (Total) - Away Total Eng. |
| Away Total Not Eng. Rate | Agent Utilization | Chat | The Percentage (%) Of Labor Time (In Hours) That The Agent Was Neither Available Nor Actively Engaged | Operational & Staffing For Live Chat | Agent Group | Away Total Not Eng. / Labor Time |
| Away Total Rate | Agent Status | Messagingchat | The Percentage (%) Of Logged In Time That The Agent Was In Either The Away Or Back Soon States (Combined Total Of Away + Back Soon) | Operational & Staffing For Live Chat | Agent Group | Away (Total) / Logged In Time |
| Back Soon | Agent Status | Messagingchat | Cumulative Time ([H]:m M) In Back Soon State | Operational & Staffing For Live Chat | Agent Group | - |
| Back Soon Eng. Rate | Agent Utilization | Chat | The Percentage (%) Of Logged In Time That The Agent Was In The Back Soon State While Actively Engaged | Operational & Staffing For Live Chat | Agent Group | Back Soon Time Eng. / Logged In Time |
| Back Soon Not Eng. | Agent Utilization | Chat | Time Spent In The Back Soon State While Not Actively Engaged | Operational & Staffing For Live Chat | Agent Group | Back Soon - Back Soon Time Eng. |
| Back Soon Not Eng. Rate | Agent Utilization | Chat | The Percentage (%) Of Logged In Time The Agent Spent In The Back Soon State While Not Actively Engaged | Operational & Staffing For Live Chat | Agent Group | Back Soon Not Eng. / Logged In Time |
| Back Soon Rate | Agent Status | Messagingchat | Percentage (%) Of Time Spent By Agents In Back Soon State Out Of The Logged In Time | Operational & Staffing For Live Chat | Agent Group | Back Soon / Logged In Time |
| Back Soon Time Eng. | Agent Utilization | Chat | Cumulative Time ([H]:mm) In Back Soon State But Engaged | Operational & Staffing For Live Chat | Agent Group | - |
| Busy Engagement Views | Campaign Funnel | Chat | Number Of Times A Busy Chat Engagement Offer Was Presented To A Consumer | Operational & Staffing For Live Chat | Skill Engagement Campaign Lob End-point (Source Type) | - |
| Busy Offers Accepted | Campaign Funnel | Chat | Number Of Chat Engagement Offers That Were Clicked By Consumers (In Any State) | Operational & Staffing For Live Chat | Skill Engagement Campaign Lob End-point (Source Type) | - |
| Chat Busy Exposures (Skill Camp) | Campaign Funnel | Chat | Number Of Times Engagements Were Offered To Consumers In A Busy State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By The Configured Skill On The Engagement And Campaign Containing That Engagement. Summarizing This Metric Across Different Skills Or Campaigns May Not Equal A Total Of Distinct Objects) | Operational & Staffing For Live Chat | Skill Campaign | - |
| Chat Busy Exposures (Skill Eng) | Campaign Funnel | Chat | Number Of Times A Specific Engagement Was Offered To A Consumer In A Busy State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Configured Skill On The Engagement. Summarizing This Metric Across Different Skills Or Engagements May Not Equal A Total Of Distinct Objects) | Operational & Staffing For Live Chat | Skill Engagement | - |
| Chat Busy Exposures (Skill Lob) | Campaign Funnel | Chat | Number Of Times Engagements Were Offered To Consumers In A Busy State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By The Configured Skill On The Engagement And The Line Of Business Containing The Campaign In Which The Engagement Is Configured. Summarizing This Metric Across Different Skills Or Lines Of Business May Not Equal A Total Of Distinct Objects) | Operational & Staffing For Live Chat | Skill Lob | - |
| Chat Busy Exposures (Skill) | Campaign Funnel | Chat | Number Of Times Engagements Were Offered To Consumers In A Busy State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By The Configured Skill On The Engagement. Summarizing This Metric Across Different Skills May Not Equal A Total Of Distinct Objects) | Operational & Staffing For Live Chat | Skill | - |
| Chat Exposed (Skill Camp) | Campaign Funnel | Chat | Number Of Sessions During Which The Consumer Received A Chat Engagement Offer.(pre-aggregated By The Configured Skill On The Engagement And Campaign Containing That Engagement. Summarizing This Metric Across Different Skills Or Campaigns May Not Equal A Total Of Distinct Objects) | Operational & Staffing For Live Chat | Skill Campaign | - |
| Chat Exposed (Skill Eng) | Campaign Funnel | Chat | Number Of Sessions During Which The Consumer Received A Chat Engagement Offer.(pre-aggregated By Configured Skill On The Engagement. Summarizing This Metric Across Different Skills Or Engagements May Not Equal A Total Of Distinct Objects) | Operational & Staffing For Live Chat | Skill Engagement | - |
| Chat Exposed (Skill Lob) | Campaign Funnel | Chat | Number Of Sessions During Which The Consumer Received A Chat Engagement Offer.(pre-aggregated By The Configured Skill On The Engagement And The Line Of Business Containing The Campaign In Which The Engagement Is Configured. Summarizing This Metric Across Different Skills Or Lines Of Business May Not Equal A Total Of Distinct Objects) | Operational & Staffing For Live Chat | Skill Lob | - |
| Chat Exposed (Skill) | Campaign Funnel | Chat | Number Of Sessions During Which The Consumer Received A Chat Engagement Offer.(pre-aggregated By The Configured Skill On The Engagement. Summarizing This Metric Across Different Skills May Not Equal A Total Of Distinct Objects) | Operational & Staffing For Live Chat | Skill | - |
| Chat Exposures (Skill Camp) | Campaign Funnel | Chat | Number Of Times A Specific Chat Engagement Was Offered To A Consumer. If The Engagement Was Displayed Multiple Times Within One Session It Will Only Be Counted Once.(pre-aggregated By The Configured Skill On The Engagement And Campaign Containing That Engagement. Summarizing This Metric Across Different Skills Or Campaigns May Not Equal A Total Of Distinct Objects) | Operational & Staffing For Live Chat | Skill Campaign | - |
| Chat Exposures (Skill Eng) | Campaign Funnel | Chat | Number Of Times A Specific Chat Engagement Was Offered To A Consumer. If The Engagement Was Displayed Multiple Times Within One Session It Will Only Be Counted Once.(pre-aggregated By Configured Skill On The Engagement. Summarizing This Metric Across Different Skills Or Engagements May Not Equal A Total Of Distinct Objects) | Operational & Staffing For Live Chat | Skill Engagement | - |
| Chat Exposures (Skill Lob) | Campaign Funnel | Chat | Number Of Times A Specific Chat Engagement Was Offered To A Consumer. If The Engagement Was Displayed Multiple Times Within One Session It Will Only Be Counted Once.(pre-aggregated By The Configured Skill On The Engagement And The Line Of Business Containing The Campaign In Which The Engagement Is Configured. Summarizing This Metric Across Different Skills Or Lines Of Business May Not Equal A Total Of Distinct Objects) | Operational & Staffing For Live Chat | Skill Lob | - |
| Chat Exposures (Skill) | Campaign Funnel | Chat | Number Of Times A Specific Chat Engagement Was Offered To A Consumer. If The Engagement Was Displayed Multiple Times Within One Session It Will Only Be Counted Once.(pre-aggregated By The Configured Skill On The Engagement. Summarizing This Metric Across Different Skills May Not Equal A Total Of Distinct Objects) | Operational & Staffing For Live Chat | Skill | - |
| Chat Offline Exposures (Skill Camp) | Campaign Funnel | Chat | Number Of Times Engagements Were Offered To Consumers In Offline State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By The Configured Skill On The Engagement And Campaign Containing That Engagement. Summarizing This Metric Across Different Skills Or Campaigns May Not Equal A Total Of Distinct Objects) | Operational & Staffing For Live Chat | Skill Campaign | - |
| Chat Offline Exposures (Skill Eng) | Campaign Funnel | Chat | Number Of Times A Specific Engagement Was Offered To A Consumer In Offline State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Configured Skill On The Engagement. Summarizing This Metric Across Different Skills Or Engagements May Not Equal A Total Of Distinct Objects) | Operational & Staffing For Live Chat | Skill Engagement | - |
| Chat Offline Exposures (Skill Lob) | Campaign Funnel | Chat | Number Of Times Engagements Were Offered To Consumers In Offline State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure.(pre-aggregated By The Configured Skill On The Engagement And The Line Of Business Containing The Campaign In Which The Engagement Is Configured. Summarizing This Metric Across Different Skills Or Lines Of Business May Not Equal A Total Of Distinct Objects) | Operational & Staffing For Live Chat | Skill Lob | - |
| Chat Offline Exposures (Skill) | Campaign Funnel | Chat | Number Of Times Engagements Were Offered To Consumers In Offline State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By The Configured Skill On The Engagement. Summarizing This Metric Across Different Skills May Not Equal A Total Of Distinct Objects) | Operational & Staffing For Live Chat | Skill | - |
| Chat Online Exposures (Skill Camp) | Campaign Funnel | Chat | Number Of Times Engagements Were Offered To Consumers In Online State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By The Configured Skill On The Engagement And Campaign Containing That Engagement. Summarizing This Metric Across Different Skills Or Campaigns May Not Equal A Total Of Distinct Objects) | Operational & Staffing For Live Chat | Skill Campaign | - |
| Chat Online Exposures (Skill Eng) | Campaign Funnel | Chat | Number Of Times A Specific Engagement Was Offered To A Consumer In Online State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By Configured Skill On The Engagement. Summarizing This Metric Across Different Skills Or Engagements May Not Equal A Total Of Distinct Objects) | Operational & Staffing For Live Chat | Skill Engagement | - |
| Chat Online Exposures (Skill Lob) | Campaign Funnel | Chat | Number Of Times Engagements Were Offered To Consumers In Online State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure.(pre-aggregated By The Configured Skill On The Engagement And The Line Of Business Containing The Campaign In Which The Engagement Is Configured. Summarizing This Metric Across Different Skills Or Lines Of Business May Not Equal A Total Of Distinct Objects) | Operational & Staffing For Live Chat | Skill Lob | - |
| Chat Online Exposures (Skill) | Campaign Funnel | Chat | Number Of Times Engagements Were Offered To Consumers In Online State. Distinct At The Engagement Level - If The Engagement Was Displayed Multiple Times Within One Session It Will Be Counted As One Exposure(pre-aggregated By The Configured Skill On The Engagement. Summarizing This Metric Across Different Skills May Not Equal A Total Of Distinct Objects) | Operational & Staffing For Live Chat | Skill | - |
| Chat Prospects (Skill Camp) | Campaign Funnel | Chat | Number Of Sessions During Which The Consumer Became Eligible To Receive At Least One Chat Engagement From Any Campaign. Includes The Control Group When One Is Defined.(pre-aggregated By The Configured Skill On The Engagement And Campaign Containing That Engagement. Summarizing This Metric Across Different Skills Or Campaigns May Not Equal A Total Of Distinct Objects) | Operational & Staffing For Live Chat | Skill Campaign | - |
| Chat Prospects (Skill Eng) | Campaign Funnel | Chat | Number Of Sessions During Which The Consumer Became Eligible To Receive At Least One Chat Engagement From Any Campaign. Includes The Control Group When One Is Defined.(pre-aggregated By Configured Skill On The Engagement. Summarizing This Metric Across Different Skills Or Engagements May Not Equal A Total Of Distinct Objects) | Operational & Staffing For Live Chat | Skill Engagement | - |
| Chat Prospects (Skill Lob) | Campaign Funnel | Chat | Number Of Sessions During Which The Consumer Became Eligible To Receive At Least One Chat Engagement From Any Campaign. Includes The Control Group When One Is Defined.(this Figure Is Pre-aggregated By The Configured Skill On The Engagement And The Line Of Business Containing The Campaign In Which The Engagement Is Configured. Summarizing This Metric Across Different Skills Or Lines Of Business May Not Equal A Total Of Distinct Objects) | Operational & Staffing For Live Chat | Skill Lob | - |
| Chat Prospects (Skill) | Campaign Funnel | Chat | Number Of Sessions During Which The Consumer Became Eligible To Receive At Least One Chat Engagement From Any Campaign. Includes The Control Group When One Is Defined.(pre-aggregated By The Configured Skill On The Engagement. Summarizing This Metric Across Different Skills May Not Equal A Total Of Distinct Objects) | Operational & Staffing For Live Chat | Skill | - |
| Completed Surveys | Surveys | Chat | Number Of Survey Forms Completed | Operational & Staffing For Live Chat | Agent Group Skill | - |
| Conc. Engaged | Agent Productivity | Chat | Number Of Concurrent Engagements Handled By Agents During Their Engaged Time | Operational & Staffing For Live Chat | Agent Group | Concurrent Eng. Time / Engaged Time |
| Conc. Labor | Agent Productivity | Chat | Number Of Concurrent Engagements Handled By Agents During Their Labor Time | Operational & Staffing For Live Chat | Agent Group | Concurrent Eng. Time / Labor Time |
| Conc. Logged-in | Agent Productivity | Chat | Number Of Concurrent Engagements Handled By Agents During Their Logged In Time | Operational & Staffing For Live Chat | Agent Group | Concurrent Eng. Time / Logged In Time |
| Connected Chat Rate (Accepted) | Campaign Funnel | Chat | The Percentage (%) Of Engagements That Were Connected To An Agent Out Of The Total Engagement Offers Accepted By Consumers | Operational & Staffing For Live Chat | Skill Engagement Campaign Lob | (Connected Messaging Eng. + Connected Chats) / Accepted Offers |
| Connected Chat Rate (Requested) | Queue Health | Chat | The Percentage (%) Of Connected Chat Engagements Out Of The Total Number Of Requested Engagements | Operational & Staffing For Live Chat | Agent Group Skill Engagement Campaign Lob | Connected Chats / Requested Chats |
| Connected Chats | Queue Health | Chat | Number Of Chat Engagements Which Agents Accepted From The Queue | Operational & Staffing For Live Chat | Agent Group Skill Engagement Campaign Lob | - |
| Connected Messaging Eng. | Campaign Funnel | Chat | Number Of Web-messaging Conversations That Were Selected From Queue By The Agent | Operational & Staffing For Live Chat | Skill Engagement Campaign End-point (Source Type) | - |
| Control Group In Session Aov | Control Group Conversions | Chat | Average Order Value Of Conversions From Control Group Visitors During Their Visitor Sessions. Control Group Visitors Visitors Who Were Not Exposed To Any Engagement In Their Site Journey Either They Were In A Control Group Or Prospects Who Aren't Exposed To Invites. | Operational & Staffing For Live Chat | Skill | Control Group In Session Revenue/control Group In Session Conversions |
| Control Group In Session Conversions | Control Group Conversions | Chat | Conversions By Control Group Visitors Purposely Never Exposed To Chat Invites Occurring During A Visitor Session. Control Group Visitors Visitors Who Were Not Exposed To Any Engagement In Their Site Journey Either They Were In A Control Group Or Prospects Who Aren't Exposed To Invites. | Operational & Staffing For Live Chat | Skill | - |
| Control Group In Session Revenue | Control Group Conversions | Chat | Revenue From Conversions By Control Group Visitors Purposely Never Exposed To Chat Invites Occurring During A Visitor Session. Control Group Visitors - Visitors Who Were Not Exposed To Any Engagement In Their Site Journey Either They Were In A Control Group Or Prospects Who Aren't Exposed To Invites. | Operational & Staffing For Live Chat | Skill | - |
| Cross Session Direct Aov After Engagement | Campaign Conversions | Chat | Average Order Value From Purchases Attributed To The Selected Campaign. Purchases Occurred After An Engagement Which Took Place During A Previous Session But Within The Account-defined Window | Operational & Staffing For Live Chat | Engagement Campaign Lob End-point (Source Type) | Cross Session Direct Revenue After Engagement / Cross Session Direct Conversions After Engagement |
| Cross Session Direct Aov After Exposure | Campaign Conversions | Chat | Average Order Value From Purchases Attributed To The Selected Campaign. Purchases Occurred After An Exposure Which Took Place During A Previous Session And Within The Account-defined Window | Operational & Staffing For Live Chat | Engagement Campaign Lob End-point (Source Type) | Cross Session Direct Revenue After Exposure / Cross Session Direct Conversions After Exposure |
| Cross Session Direct Conversions After Engagement | Campaign Conversions | Chat | Number Of Direct Conversions Achieved After An Engagement Occurred In A Previous Session. The Previous Session Is Attributed To The Same Consumer By Their Browser And Device. The Length Of Time Between Sessions Is Defined In The Campaign Area Footnote | Operational & Staffing For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Cross Session Direct Conversions After Exposure | Campaign Conversions | Chat | Number Of Direct Conversions Achieved After An Exposure Occurred In A Previous Session. The Previous Session Is Attributed To The Same Consumer By Their Browser And Device. The Length Of Time Between Sessions Is Defined In The Campaign Area Footnote | Operational & Staffing For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Cross Session Direct Revenue After Engagement | Campaign Conversions | Chat | Total Direct Revenue Achieved After Engagements. The Engagement And The Purchase Transaction Happened In 2 Different Sessions (The Previous Session Is Attributed To The Same Consumer By Their Browser And Device The Length Of Time Between Sessions Is Defined In The Campaign Area Footnote) | Operational & Staffing For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Cross Session Direct Revenue After Exposure | Campaign Conversions | Chat | Total Direct Revenue Achieved After Exposures. The Exposures And The Purchase Transaction Happened In 2 Different Sessions (The Previous Session Is Attributed To The Same Consumer By Their Browser And Device The Length Of Time Between Sessions Is Defined In The Campaign Area Footnote) | Operational & Staffing For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Csat / Csat Score | Surveys | Chat | Customer Satisfaction Score | Operational & Staffing For Live Chat | Agent Group Skill | Csat Postivie Answer Count / Answered Questions Csat |
| Csat Positive Answer Count | Surveys | Chat | Number Of Positive Answers Submitted By Consumers To A Csat Post-chat Survey Question. An Answer Is Considered Positive If Defined As So In The Post-chat Survey Settings Of The Engagement Window As Part Of The Campaign Setup | Operational & Staffing For Live Chat | Agent Group Skill | - |
| Cumulative Engaged Chat Time | Agent Utilization | Chat | Cumulative Concurrent Time ([H]:mm) Agents Were Engaged In Chat Sessions (If An Agent Was Engaged In 2 Chats During 1 Hour The Total Conc. Engaged Time Will Be 2 Hours) | Operational & Staffing For Live Chat | Agent Group Skill Engagement Campaign Lob | - |
| Direct Goal Reached Rate After Engagement | Campaign Conversions | Chat | Percentage Of Goals Achieved After Engagement Out Of All Consumers That Were Exposed To An Engagement. Does Not Include Conversion Goals. | Operational & Staffing For Live Chat | Engagement Campaign Lob End-point (Source Type) | Direct Goals Reached After Engagement / Engaged |
| Direct Goal Reached Rate After Exposure (Skill Camp) | Campaign Conversions | Chat | Percentage Of Goals Achieved After Exposures Out Of All Consumers That Were Exposed To Engagements Within The Specified Campaign. Does Not Include Conversion Goals.(pre-aggregated By Skill And Campaign. Summarizing This Metric Across Different Skills And Campaigns May Not Equal A Total Of Distinct Objects) | Operational & Staffing For Live Chat | Engagement Campaign Lob End-point (Source Type) | Direct Goals Reached After Exposure / Chat Exposed (Skill Camp) |
| Direct Goal Reached Rate After Exposure (Skill Eng) | Campaign Conversions | Chat | Percentage Of Goals Achieved After Exposures Out Of All Consumers That Were Exposed To Engagements Within The Specified Engagement. Does Not Include Conversion Goals.(pre-aggregated By Skill And Engagement. Summarizing This Metric Across Different Skills And Engagements May Not Equal A Total Of Distinct Objects) | Operational & Staffing For Live Chat | Engagement Campaign Lob End-point (Source Type) | Direct Goals Reached After Exposure / Chat Exposed (Skill Eng) |
| Direct Goal Reached Rate After Exposure (Skill) | Campaign Conversions | Chat | Percentage Of Goals Achieved After Exposures Out Of All Consumers That Were Exposed To The Engagements On Which The Select Skill Is Configured. Does Not Include Conversion Goals.(pre-aggregated By Skill. Summarizing This Metric Across Different Skills May Not Equal A Total Of Distinct Objects) | Operational & Staffing For Live Chat | Engagement Campaign Lob End-point (Source Type) | Direct Goals Reached After Exposure / Chat Exposed (Skill) |
| Direct Goals Reached After Engagement | Campaign Conversions | Chat | Number Of Goals Reached After Engagement. Does Not Include Conversion Goals | Operational & Staffing For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Direct Goals Reached After Exposure | Campaign Conversions | Chat | Number Of Direct Campaign Goals Reached After Exposure. Does Not Include Conversion Goals | Operational & Staffing For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Engaged | Campaign Funnel | Chat | Number Of Sessions Which Included At Least One Engagement During Their Session | Operational & Staffing For Live Chat | Skill Engagement Campaign End-point (Source Type) | - |
| Engaged Rate (Brand) | Campaign Funnel | Chat | The Percentage (%) Of Consumers Exposed That Were Then Engaged (Calculated At The Brand Level) | Operational & Staffing For Live Chat | Skill Engagement Campaign End-point (Source Type) | Engaged / Exposed (Brand) |
| Engaged Rate (Camp) | Campaign Funnel | Chat | The Percentage (%) Of Consumers Exposed That Were Then Engaged (Calculated At The Campaign Level) | Operational & Staffing For Live Chat | Skill Engagement Campaign End-point (Source Type) | Engaged / Exposed (Camp) |
| Engaged Rate (Lob) | Campaign Funnel | Chat | The Percentage (%) Of Consumers Exposed That Were Then Engaged (Calculated At The Lob Level) | Operational & Staffing For Live Chat | Skill Engagement Campaign End-point (Source Type) | Engaged / Exposed (Lob) |
| Engaged Time | Agent Status | Chat | Total Time Spent By Agent Engaging With One Or More Consumers | Operational & Staffing For Live Chat | Agent Group | - |
| Engaged Time Rate | Agent Status | Chat | The Percentage (%) Of Time Agents Were Engaged In One Or More Chats Out Of The Logged In Time | Operational & Staffing For Live Chat | Agent Group | Engaged Time / Logged In Time |
| Engagements | Campaign Funnel | Chat | Number Of Interactive Live Chats Connected Messaging Engagements And Clicks On Content | Operational & Staffing For Live Chat | Skill Engagement Campaign End-point (Source Type) | - |
| In Session Direct Aov After Engagement | Campaign Conversions | Chat | Average Of The Total Direct Revenue Achieved After Engagement Out Of The Number Of Purchase Transactions Completed After Engagement. Engagement And Purchase Happened In The Same Session | Operational & Staffing For Live Chat | Engagement Campaign Lob End-point (Source Type) | In Session Direct Revenue After Engagement / In Session Direct Conversions After Engagement |
| In Session Direct Aov After Exposure | Campaign Conversions | Chat | Average Of The Total Direct Revenue Achieved After Exposures Out Of The Number Of Purchase Transactions Completed After Exposures. Exposure And Purchase Happened In The Same Session | Operational & Staffing For Live Chat | Engagement Campaign Lob End-point (Source Type) | In Session Direct Revenue After Exposure / In Session Direct Conversions After Exposure |
| In Session Direct Conversions After Engagement | Campaign Conversions | Chat | Number Of Direct Conversions Achieved After An Engagement In The Same Session | Operational & Staffing For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| In Session Direct Conversions After Exposure | Campaign Conversions | Chat | Number Of Direct Conversions Achieved After An Exposure In The Same Session | Operational & Staffing For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| In Session Direct Revenue After Engagement | Campaign Conversions | Chat | Total Direct Revenue Achieved After Engagements. Engagement And Purchase Happened In The Same Session | Operational & Staffing For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| In Session Direct Revenue After Exposure | Campaign Conversions | Chat | Total Direct Revenue Achieved After Exposures. Exposure And Purchase Happened In The Same Session | Operational & Staffing For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Indirect Goals Reached After Engagement | Campaign Conversions | Chat | Number Of Indirect Goals Reached After Engagement. An Indirect Goal Is One That Is Not Attached To A Campaign. Indirect Goals May Still Be Achieved By An Engagement | Operational & Staffing For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Indirect Goals Reached After Exposure | Campaign Conversions | Chat | Number Of Indirect Goals Reached After Exposure. An Indirect Goal Is One That Is Not Attached To A Campaign. Indirect Goals May Still Be Achieved By An Engagement | Operational & Staffing For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Interactive Chat Rate | Agent Productivity | Chat | The Percentage (%) Of Interactive Chat Engagements Out Of The Total Number Of Connected Chat Engagements | Operational & Staffing For Live Chat | Agent Group Skill Engagement Campaign Lob | Interactive Chats / Connected Chats |
| Interactive Chats | Agent Productivity | Chat | Number Of Chat Engagements During Which Consumers Entered At Least One Text Line | Operational & Staffing For Live Chat | Agent Group Skill Engagement Campaign Lob | - |
| Interactive Engagements Per Hour | Agent Productivity | Chat | Average Number Of Interactive Engagements Agents Handled During Their Labor Time | Operational & Staffing For Live Chat | Agent Group | Interactive Engagements / Labor Time * 24 |
| Labor Time | Agent Status | Chat | Cumulative Time ([H]:mm) Agents Were In Online State Plus The Engaged Time In The Away State Or Back Soon State | Operational & Staffing For Live Chat | Agent Group | - |
| Labor Time Rate | Agent Status | Chat | The Percentage (%) Of The Labor Time Out Of The Logged In Time | Operational & Staffing For Live Chat | Agent Group | Labor Time / Logged In Time |
| Logged In Time | Agent Status | Messagingchat | Cumulative Agents Logged In Time (Hh:mm) | Operational & Staffing For Live Chat | Agent Group | - |
| Max Time To Abandon Chat | Queue Health | Chat | Maximum Time ([H]:mm) It Took A Consumer To Abandon The Queue After Accepting A Chat Engagement Offer And Before Being Connected To An Agent | Operational & Staffing For Live Chat | Skill Engagement Campaign Lob | - |
| Max. Time To Answer Chat | Queue Health | Chat | Maximum Time ([H]:mm) From When Consumers Entered The Queue To When They Connected To An Agent | Operational & Staffing For Live Chat | Skill Engagement Campaign Lob | - |
| No. Of Chat Cobrowse Interactive Sessions | Agent Productivity | Chat | Number Of Cobrowse Interactive Sessions That Occurred Within A Chat. An Interactive Session Involves Participation Of Both Agent And Consumer And Lasts 60 Seconds Or More | Operational & Staffing For Live Chat | Agent Group Skill Engagement Campaign Lob | - |
| No. Of Secure Form (Pci) Sent (Chat) | Agent Productivity | Chat | Number Of Secure Forms Sent By An Agent To A Consumer During A Chat | Operational & Staffing For Live Chat | Agent Group Skill Engagement Campaign Lob | - |
| No. Of Secure Form (Pci) Submitted (Chat) | Agent Productivity | Chat | Number Of Secure Forms Completed And Submitted Back To The Agent By A Consumer During A Chat | Operational & Staffing For Live Chat | Agent Group Skill Engagement Campaign Lob | - |
| No. Of Secure Form (Pci) Viewed (Chat) | Agent Productivity | Chat | Number Of Secure Forms Viewed By The Consumer During A Chat | Operational & Staffing For Live Chat | Agent Group Skill Engagement Campaign Lob | - |
| Non Engaged Rate | Agent Utilization | Chat | The Percentage (%) Of The Cumulative Time Agents Were Not Engaged Out Of Logged In Time | Operational & Staffing For Live Chat | Agent Group | Non Engaged Time / Logged In Time |
| Non Engaged Time | Agent Utilization | Chat | Total Time An Agent Was Not Engaged With Any Consumer | Operational & Staffing For Live Chat | Agent Group | Logged In Time - Engaged Time |
| Non-interactive Chats | Agent Productivity | Chat | Number Of Chat Engagements Connected To An Agent During Which Consumers Did Not Enter Any Line In Chat | Operational & Staffing For Live Chat | Agent Group Skill Engagement Campaign Lob | - |
| Occupancy Rate | Agent Utilization | Chat | The Percentage (%) Of Time The Agent Spent In The Online State While Actively Engaged (Occupied) | Operational & Staffing For Live Chat | Agent Group | Online Time Eng. / Online |
| Offline Engagement Views | Campaign Funnel | Chat | Number Of Times An Offline Chat Engagement Offer Was Presented To A Consumer | Operational & Staffing For Live Chat | Skill Engagement Campaign Lob End-point (Source Type) | - |
| Offline Offers Accepted | Campaign Funnel | Chat | Number Of Busy Chat Engagement Offers That Were Clicked By Consumers | Operational & Staffing For Live Chat | Skill Engagement Campaign Lob End-point (Source Type) | - |
| Online | Agent Status | Messagingchat | Cumulative Time ([H]:mm) In Online State. Note! Messaging Agents Must Have A Configured Chat Concurrency (Greater Than 0) In Order For The System To Populate This Metric's Value. Messaging Agents With A Chat Concurrency Of 0 Appear With 0 Online Time. | Operational & Staffing For Live Chat | Agent Group | - |
| Online Engagement Views | Campaign Funnel | Chat | Number Of Times An Online Chat Engagement Offer Was Presented To A Consumer | Operational & Staffing For Live Chat | Skill Engagement Campaign Lob End-point (Source Type) | - |
| Online Offers Accepted | Campaign Funnel | Chat | Number Of Times A Consumer Clicked On An Offline Chat Engagement Offer | Operational & Staffing For Live Chat | Skill Engagement Campaign Lob End-point (Source Type) | - |
| Online Rate | Agent Status | Messagingchat | The Percentage (%) Of Time The Agent Spent In The Online State Out Of The Logged In Time | Operational & Staffing For Live Chat | Agent Group | Online / Logged In Time |
| Online Time Eng. | Agent Utilization | Chat | Cumulative Time ([H]:mm) Agents Were In The Online State And Engaged | Operational & Staffing For Live Chat | Agent Group | - |
| Question Completion Rate | Surveys | Chat | The Percentage (%) Of Times A Question Was Completed Out Of The Total Number Of Surveys Completed | Operational & Staffing For Live Chat | Agent Group Skill | Answered Questions / Compeleted Survey |
| Requested Chats | Campaign Funnel | Chat | Number Of Consumers Who Clicked On A Chat Engagement Offer And Entered The Queue Including Transfers | Operational & Staffing For Live Chat | Skill Engagement Campaign Lob | - |
| Self Service Exposed Cross Session Aov | Self Service Conversions | Chat | Average Revenue Achieved After Exposure Out Of The Number Of Purchase Transactions Completed After Exposures Where Exposure And Purchase Event Occur In Different Sessions For Self Service Visitors - Visitors Who Were Exposed To An Invite But Did Not Have Any Engagement/chat And Converted On The Web Site ( They Might Clicked On Content But They Didn't Start A Chat). | Operational & Staffing For Live Chat | Skill | - |
| Self Service Exposed Cross Session Conversions | Self Service Conversions | Chat | Number Of Conversions Achieved After An Invite Exposure Occurred In A Previous Visit To The Site For The Self Service Visitors - Visitors Who Were Exposed To An Invite But Did Not Have Any Engagement/chat And Converted On The Web Site ( They Might Clicked On Content But They Didn't Start A Chat). | Operational & Staffing For Live Chat | Skill | - |
| Self Service Exposed Cross Session Revenue | Self Service Conversions | Chat | Revenue Achieved After An Invite Exposure Occurred In A Previous Visit To The Site For The Self Service Visitors - Visitors Who Were Exposed To An Invite But Did Not Have Any Engagement/chat And Converted On The Web Site ( They Might Clicked On Content But They Didn't Start A Chat). | Operational & Staffing For Live Chat | Skill | - |
| Self Service Exposed In Session Aov | Self Service Conversions | Chat | Average Of The Revenue Achieved After Exposures Out Of The Number Of Purchase Transactions Completed After Exposures Where Exposure And Purchase Event Occur In The Same Session For Self Service Visitors - Visitors Who Were Exposed To An Invite But Did Not Have Any Engagement/chat And Converted On The Web Site ( They Might Clicked On Content But They Didn't Start A Chat). | Operational & Staffing For Live Chat | Skill | Self Service Exposed In Session Revenue/self Service Exposed In Session Conversions |
| Self Service Exposed In Session Conversions | Self Service Conversions | Chat | Number Of Conversions Achieved After An Exposure In The Same Session For Self Service Visitors - Visitors Who Were Exposed To An Invite But Did Not Have Any Engagement/chat And Converted On The Web Site ( They Might Clicked On Content But They Didn't Start A Chat). | Operational & Staffing For Live Chat | Skill | - |
| Self Service Exposed In Session Revenue | Self Service Conversions | Chat | Revenue Achieved After Exposure Where Exposure And Purchase Event Occur In The Same Session For The Self Service Visitors - Visitors Who Were Exposed To An Invite But Did Not Have Any Engagement/chat And Converted On The Web Site ( They Might Clicked On Content But They Didn't Start A Chat). | Operational & Staffing For Live Chat | Skill | - |
| Survey Completion Rate | Surveys | Chat | The Percentage (%) Of Completed Survey Forms Out Of Viewed Survey Forms | Operational & Staffing For Live Chat | Agent Group Skill | Completed Survey / Viewed Survey |
| Survey Forms | Surveys | Chat | Number Of Different Survey Forms Viewed Or Completed. Each Survey Form Is Counted Once | Operational & Staffing For Live Chat | Agent Group Skill | - |
| Total Control Group Aov | Control Group Conversions | Chat | Average Order Value Of In-session And Cross-session Conversions For Control Group Visitors - Visitors Who Were Not Exposed To Any Engagement In Their Site Journey Either They Were In A Control Group Or Prospects Who Aren't Exposed To Invites. | Operational & Staffing For Live Chat | Skill | Total Control Group Revenue/total Control Group Conversions |
| Total Control Group Conversion Rate | Control Group Conversions | Chat | Conversion Rate Of Control Group Visitors - Visitors Who Were Not Exposed To Any Engagement In Their Site Journey Either They Were In A Control Group Or Prospects Who Aren't Exposed To Invites. | Operational & Staffing For Live Chat | Skill | Total Control Group Conversions/(chat Prospects (Skill)*0.1) |
| Total Control Group Conversions | Control Group Conversions | Chat | Total Conversions Achieved By Visitors In The Control Group Visitors Visitors Who Were Not Exposed To Any Engagement In Their Site Journey Either They Were In A Control Group Or Prospects Who Aren't Exposed To Invites. | Operational & Staffing For Live Chat | Skill | Control Group In Session Conversions+control Group Cross Session Revenue |
| Total Control Group Revenue | Control Group Conversions | Chat | Total Revenue Achieved By Control Group Visitors Visitors Who Were Not Exposed To Any Engagement In Their Site Journey Either They Were In A Control Group Or Prospects Who Aren't Exposed To Invites. | Operational & Staffing For Live Chat | Skill | Control Group In Session Revenue+control Group Cross Session Revenue |
| Total Direct Aov After Engagement | Campaign Conversions | Chat | Average Of The Total Direct Revenue Achieved After Engagements Out Of The Number Of Purchase Transactions Completed After Engagement | Operational & Staffing For Live Chat | Engagement Campaign Lob End-point (Source Type) | Sum (Direct Revenue After Engagement)/count( Direct Revenue After Engagement) |
| Total Direct Aov After Exposure | Campaign Conversions | Chat | Average Of The Total Direct Revenue Achieved After Exposures Out Of The Number Of Purchase Transactions Completed After Exposures | Operational & Staffing For Live Chat | Engagement Campaign Lob End-point (Source Type) | Total Direct Revenue After Exposure / Total Direct Conversions After Exposure |
| Total Direct Conversion Rate After Engagement | Campaign Conversions | Chat | Percentage Of Direct Conversions Achieved After Or During An Engagement Out Of All Sessions Containing An Engagement | Operational & Staffing For Live Chat | Engagement Campaign Lob End-point (Source Type) | Total Direct Conversions After Engagements / Engaged |
| Total Direct Conversion Rate After Exposure (Skill Camp) | Campaign Conversions | Chat | Percentage Of Direct Conversions Achieved After An Exposure Out Of All Sessions During Which The Consumer Was Exposed To An Engagement. Calculated Per Campaign According To The Session Start Time And Aggregated By Skill. Use This Metric When Breakdown Per Campaign Is Needed.(pre-aggregated By Skill And Campaign. Summarizing This Metric Across Different Skills Or Campaigns May Not Equal A Total Of Distinct Objects) | Operational & Staffing For Live Chat | Skill Campaign | Total Direct Conversions After Exposure / Chat Exposed (Skill Camp) |
| Total Direct Conversion Rate After Exposure (Skill Eng) | Campaign Conversions | Chat | Percentage Of Direct Conversions Achieved After An Exposure Out Of All Sessions During Which The Consumer Was Exposed To An Engagement. Calculated Per Engagement According To The Session Start Time And Aggregated By Skill. Use This Metric When Breakdown Per Engagement Is Needed.(pre-aggregated By Skill And Engagement. Summarizing This Metric Across Different Skills Or Engagements May Not Equal A Total Of Distinct Objects) | Operational & Staffing For Live Chat | Skill Engagement | Total Direct Conversions After Exposure / Chat Exposed (Skill Eng) |
| Total Direct Conversion Rate After Exposure (Skill) | Campaign Conversions | Chat | Percentage Of Direct Conversions Achieved After An Exposure Out Of All Sessions During Which The Consumer Was Exposed To An Engagement. Aggregated By The Skill Configured On The Engagement.(pre-aggregated By Skill. Summarizing This Metric Across Different Engagements May Not Equal A Total Of Distinct Objects) | Operational & Staffing For Live Chat | Skill | Total Direct Conversions After Exposure / Chat Exposed (Skill) |
| Total Direct Conversions After Engagement | Campaign Conversions | Chat | Total Number Of Direct Conversions Achieved After Engagement | Operational & Staffing For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Total Direct Conversions After Exposure | Campaign Conversions | Chat | Total Number Of Direct Conversions Achieved After Exposure | Operational & Staffing For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Total Direct Revenue After Engagement | Campaign Conversions | Chat | Total Direct Revenue Achieved From All Campaigns After Engagement | Operational & Staffing For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Total Direct Revenue After Exposure | Campaign Conversions | Chat | Total Direct Revenue Achieved From All Campaigns After Exposure | Operational & Staffing For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Total Engagements Per Hour | Agent Productivity | Chat | Total Number Of Interactive And Non-interactive Engagements Divided By The Number Of Labor Hours | Operational & Staffing For Live Chat | Agent Group | (Interactive Eng. + Non-interactive Eng.) / Labor Time * 24 |
| Total Indirect Conversions After Engagement | Campaign Conversions | Chat | Total Number Of Indirect Conversions Achieved After An Engagement. Indirect Conversion Is One That Achieved A Goal Not Attached To A Campaign. | Operational & Staffing For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Total Indirect Conversions After Exposure | Campaign Conversions | Chat | Total Number Of Indirect Conversions Achieved After An Exposure. Indirect Conversion Is One That Achieved A Goal Not Attached To A Campaign. | Operational & Staffing For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Total Indirect Revenue After Engagement | Campaign Conversions | Chat | Total Indirect Revenue Achieved. The Indirect Revenue Is Generated By Conversions From Engagements That Achieved Goals Not Attached To Campaigns. | Operational & Staffing For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Total Indirect Revenue After Exposure | Campaign Conversions | Chat | Total Indirect Revenue Achieved. The Indirect Revenue Is Generated By Conversions From Exposures That Achieved Goals Not Attached To Campaigns. | Operational & Staffing For Live Chat | Engagement Campaign Lob End-point (Source Type) | - |
| Total Self Service Exposed Aov | Self Service Conversions | Chat | Average Revenue Achieved For Self Service Visitors Visitors Who Were Exposed To An Invite But Did Not Have Any Engagement/chat And Converted On The Web Site ( They Might Clicked On Content But They Didn't Start A Chat). | Operational & Staffing For Live Chat | Skill | Total Self Service Exposed Revenue/total Self Service Exposed Conversions |
| Total Self Service Exposed Conversion Rate | Self Service Conversions | Chat | Percentage Of Total Self Service Exposed Conversions Out Of Total Chat Exposed. Self Service Visitors Visitors Who Were Exposed To An Invite But Did Not Have Any Engagement/chat And Converted On The Web Site ( They Might Clicked On Content But They Didn't Start A Chat). | Operational & Staffing For Live Chat | Skill | Total Self Service Exposed Conversions/chat Exposed (Skill) |
| Total Self Service Exposed Conversions | Self Service Conversions | Chat | Total Number Of Conversions Achieved After Consumer Exposed To An Engagement And Did Not Initiate A Chat With An Agent. Self Service Visitors Visitors Who Were Exposed To An Invite But Did Not Have Any Engagement/chat And Converted On The Web Site ( They Might Clicked On Content But They Didn't Start A Chat. | Operational & Staffing For Live Chat | Skill | Self Service Exposed Cross Session Conversions+self Service Exposed In Session Conversions |
| Total Self Service Exposed Revenue | Self Service Conversions | Chat | Total Revenue Achieved After Consumer Exposed To An Engagement And Did Not Initiate A Chat With An Agent. Self Service Visitors - Visitors Who Were Exposed To An Invite But Did Not Have Any Engagement/chat And Converted On The Web Site ( They Might Clicked On Content But They Didn't Start A Chat). | Operational & Staffing For Live Chat | Skill | Self Service Exposed Cross Session Revenue+self Service Exposed In Session Revenue |
| Viewed Survey | Surveys | Chat | Number Of Survey Forms Viewed By Consumers | Operational & Staffing For Live Chat | Agent Group Skill | - |
| Abandoned Conversations | Consumer Experience | Messaging | Number Of Conversations During Which An Agent Did Not Respond To A Consumer Message.conversations In Which The Agent Is The First To Message (Resume) Cannot Be Marked As Abandoned Even If The Consumer Did Not Respond To An Agent Message | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Abandoned Rate | Consumer Experience | Messaging | Percentage Of Abandoned Conversations Out Of The Total Number Of Closed Conversations | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | Abandoned Conversations / Closed Conversations |
| Abandoned Segments (Agent) | Agent Segments | Messaging | The Number Of Conversations Closed By A Consumer Which Included No Agent Message. Measured During The Last Agent-segment Of The Conversation And Is Unaffected By The Agent Activity From Previous Segments. Attributed To The Last Agent Assigned To The Conversation. | Performance For Messaging | Agent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Abandoned Segments (Skill) | Skill Segments | Messaging | The Number Of Conversations Closed By A Consumer Which Included No Agent Message. Measured During The Last Segment Of The Conversation And Is Unaffected By The Agent Activity From Previous Segments. | Performance For Messaging | Skill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Abandoned Segments - In Queue (Skill) | Skill Segments | Messaging | The Number Of Conversations Closed By A Consumer Which Included No Agent Message Since No Agent Was Assigned. Measured During The Last Skill-segment Of The Conversation And Is Unaffected By The Agent Activity From Previous Skill-segments. | Performance For Messaging | Skill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Abandoned Segments Rate (Agent) | Agent Segments | Messaging | The Percentage Of Abandoned Segments Out Of The Total Segments Assigned To The Agent. | Performance For Messaging | Agent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | Abandoned Segments (Agent) / Agent Segments |
| Abandoned Segments Rate (Skill) | Skill Segments | Messaging | The Percentage Of Abandoned Segments Out Of The Total Segments Assigned To The Skill. | Performance For Messaging | Skill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | Abandoned Segments (Skill) / Skill Segments |
| Active Consumers | Consumer Experience | Messaging | The Number Of Consumers Who Were Active During A Selected Timeframe.a Consumer Is Marked As Active If At Least One Of The Following Occurred:1) Consumer Opened A Conversation2) Consumer Sent A Message In A Conversation3) Consumer Closed The Conversation | Performance For Messaging | Skill Engagement Campaign Lob End-point (Source Type) | Count Distinct Consumers |
| Active Conversation Ratio | Agent Utilization | Messaging | The Percentage (%) Of Active Conversations Assigned To Agents Out Of The Total Number Of Assigned Conversations. | Performance For Messaging | Agent Group | - |
| Agent Assignment Rate | Agent Segments | Messaging | The Percentage Of Assignments To Agent Out Of The Total Assignments To The Agent? Skill. | Performance For Messaging | Agent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | Agent Segments / Assignments To Skill |
| Agent Or Consumer Close Rate | Repeat Contact Rate | Messaging | The Percentage (%) Of Conversations Closed By Agents And Consumers Compared To The Total Number Of Closed Conversations | Performance For Messaging | Agent Group Skill Campaign Source Type | (No. Of Conversations Closed By Agent+no. Of Conversations Closed By Consumer)/closed Conversations |
| Agent Responses Per Closed Conversations | Agent Productivity | Messaging | Average Number Of Responses Provided By Agent Per Closed Conversation | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | Total No. Of Agent Responses / Closed Covnersations |
| Agent Segments | Agent Segments | Messaging | The Number Of Times Conversations Were Assigned To An Agent. A Conversation May Be Assigned More Than Once To A Given Agent. | Performance For Messaging | Agent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Agent To Agent Transfers | Agent Productivity | Messaging | Total Number Of Transfers To An Agent. The Transfer Is Attributed To The Skill From Which The Transfer Was Initiated And Agent Who Initiated The Transfer | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Average No. Of Active Conversations | Agent Utilization | Messaging | The Average Number Of Conversations Assigned To An Agent With The Maximum Weight By Smart Capacity And Therefore Occupying A Full Agent Capacity Slot. These Are Named Active Conversations. | Performance For Messaging | Agent Group | - |
| Average No. Of Assigned Conversations | Agent Utilization | Messaging | The Average Number Of Conversations Concurrently Assigned To An Agent. | Performance For Messaging | Agent Group | - |
| Avg. Actionable Unassigned Conversations | Queue Health | Messaging | The Average Number Of Actionable Conversation In Queue.filterable By Skill. | Performance For Messaging | Skill | An Hourly Average Of A Frequent Snapshot Of Each Skill-queue. Each Snapshot Reports On The Number Of Conversations In Queue. |
| Avg. Actionable Unassigned Conversations (Consumer Messaged Last) | Queue Health | Messaging | The Average Number Of Actionable Conversation In Queue. These Conversations Are Actionable Because The Last Message In The Conversation Was Sent By The Consumer.filterable By Skill. | Performance For Messaging | Skill | An Hourly Average Of A Frequent Snapshot Of Each Skill-queue. Each Snapshot Reports On The Number Of Conversations In Queue. |
| Avg. Actionable Unassigned Conversations (In Transfer) | Queue Health | Messaging | The Average Number Of Actionable Conversation In Queue. These Conversations Are Actionable Because These Conversations Were Transferred Into The Queue By An Agent.filterable By Skill. | Performance For Messaging | Skill | An Hourly Average Of A Frequent Snapshot Of Each Skill-queue. Each Snapshot Reports On The Number Of Conversations In Queue. |
| Avg. Actionable Unassigned Conversations (Manual Ttr Is Set) | Queue Health | Messaging | The Average Number Of Actionable Conversation In Queue. These Conversations Are Actionable Because An Agent Set A Manual Ttr (Sla) On These Conversation.filterable By Skill. | Performance For Messaging | Skill | An Hourly Average Of A Frequent Snapshot Of Each Skill-queue. Each Snapshot Reports On The Number Of Conversations In Queue. |
| Avg. Agent Away Load | Agent Productivity | Messaging | The Average Conversation Load On An Agent In The Away State. 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.\n | Performance For Messaging | Agent Group Skill Campaign Source Type | - |
| Avg. Agent Load | Agent Utilization | Messaging | The Average Conversation Load On An Agent. The Load Is Determined By The Weights Assigned To Conversations By Smart Capacity. A Conversation Can Have A Maximum Weight Of 1 And A Minimum Of 0.1. | Performance For Messaging | Agent Group | - |
| Avg. Agent Online Load | Agent Productivity | Messaging | The Average Conversation Load On An Agent In The Online State. The Load Is Determined By The Weights Assigned To Conversations By Smart Capacity. A Conversation Can Have A Maximum Weight Of 1 And A Minimum Of 0.1. | Performance For Messaging | Agent Group Skill Campaign Source Type | - |
| Avg. Consumer Response Time | Consumer Experience | Messaging | Average Of The Time ([Mm]:ss) Taken By Consumers To Respond To An Agent? Message.in Case Of Multiple Consecutive Agent Messages The Time Will Be Measured From The First Message. In Case Of Multiple Consecutive Consumer Responses The Time Will Be Measured Until The First Response.this Kpi Is Not Assigned To An Agent | Performance For Messaging | Skill Engagement Campaign Lob End-point (Source Type) | - |
| Avg. Conversation Duration | Consumer Experience | Messaging | Average Duration Of Conversions From Open Time To Close Time. Attributed To The Agent Group And Skill At The Time The Conversation Was Closed | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Avg. Conversation Duration | Consumer Experience | Messaging | Average Duration Of Conversions From Open Time To Close Time. Attributed To The Agent Group And Skill At The Time The Conversation Was Closedexcluding The Duration Of The Post-conversation Survey (Pcs). | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Avg. Manual Sla Time | Agent Productivity | Messaging | Average Of Time ([Mm]:ss) Set By Agents When Performing Manual Sla During Messaging Conversation. | Performance For Messaging | Agent Groupskill | (Sla_time_due_days) / (No. Of Manual Sla Actions Performed) |
| Avg. No. Of Agent Responses In Segment (Agent) | Agent Segments | Messaging | Average Number Of Responses Provided By Agent During An Agent-segment | Performance For Messaging | Agent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Avg. No. Of Consumer Responses In Segment (Agent) | Agent Segments | Messaging | Average Number Of Responses Provided By Consumers To An Agent's Message During An Agent-segment | Performance For Messaging | Agent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Avg. Not Actionable Unassigned Conversations | Queue Health | Messaging | The Average Number Of Not-actionable Conversation In Queue.filterable By Skill. | Performance For Messaging | Skill | An Hourly Average Of A Frequent Snapshot Of Each Skill-queue. Each Snapshot Reports On The Number Of Conversations In Queue. |
| Avg. Not Actionable Unassigned Conversations (In Transfer) | Queue Health | Messaging | The Average Number Of Not-actionable Conversations In Queue. These Conversations Include Those That Were Transferred By An Agent Into The Queue. Conversations In-queue And In-transfer Are Considered Actionable By Default Unless The Brand Chooses To Change The Queue Management Configuration.filterable By Skill. | Performance For Messaging | Skill | An Hourly Average Of A Frequent Snapshot Of Each Skill-queue. Each Snapshot Reports On The Number Of Conversations In Queue. |
| Avg. Not Actionable Unassigned Conversations (Manual Ttr Is Set) | Queue Health | Messaging | The Average Number Of Not-actionable Conversations In Queue. These Conversations Include Those In Which An Agent Set A Manual Ttr (Sla). Conversations In-queue And Set With Manual Ttr Are Considered Actionable By Default Unless The Brand Chooses To Change The Queue Management Configuration.filterable By Skill. | Performance For Messaging | Skill | An Hourly Average Of A Frequent Snapshot Of Each Skill-queue. Each Snapshot Reports On The Number Of Conversations In Queue. |
| Avg. Response Time By Agent | Agent Responsiveness | Messaging | Average Time Taken By The Agent To Respond To A Consumer Message. Time Is Measured From The First Of Consecutive Messages Sent By A Consumer | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Avg. Segment Duration (Agent) | Agent Segments | Messaging | Average Duration (Mm:ss) Of An Agent-segment. Measured From The Time The Conversation Was Assigned To The Agent Until It Was Closed Or Transferred. Attributed To The Assigned Agent Group And Skill. | Performance For Messaging | Agent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Avg. Segment Duration (Skill) | Skill Segments | Messaging | Average Duration Of Skill-segments. Measured From The Time The Conversation Was Assigned To The Skill Until It Was Closed Or Transferred To Another Skill. | Performance For Messaging | Skill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Avg. Sla First Response | Agent Productivity | Messaging | The Average Time Taken To First Respond To The Consumer For New Conversations Or Transferred Conversations. For Transferred Conversations The Time Is Measured From The Time Of Transfer To The Time Of Agent Response. Attributed To The Time The Conversion Was Assigned To The Agent (Agent Segment Start Time). | Performance For Messaging | Agent Group Skill Campaign Source Type | - |
| Avg. Time To First Response From Agent Assignment | Agent Responsiveness | Messaging | The Average Time Taken By An Agent To Respond For The First Time To A Consumers Message From The Time The Agent Was Assigned To The Conversation. Measured For The First Agent Message Sent After Each Assignemnt - Including Assignemnt To A New Conversation And After Transfer. | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Avg. Time To First Response From Agent Assignment - After Transfer | Agent Responsiveness | Messaging | The Average Time Taken By An Agent To Respond For The First Time After The Conversation Was Transferred. Measured From The Time The Agent Was Assigned After The Transfer. | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Avg. Time To First Response From Agent Assignment - For New Conversation | Agent Responsiveness | Messaging | The Average Time Taken By An Agent To Respond To The First Message A Consumer Sent In A Conversation From The Time The Agent Was Assigned To The Conversation. Measured Only For The First Agent Message Sent In A New Conversation. | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Avg. Time To First Response In Segment | Agent Segments | Messaging | The Average Time (Mm:ss) Taken By An Agent To Respond For The First Time To The Consumer In An Agent-segment (An Agent Segment Is Defined As The Part Of The Conversation In Which The Agent Was Assigned. Measured From The Time The Agent Is Assigned Until She Is Not Longer Assigned). | Performance For Messaging | Agent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Avg. Time To Response From Agent Assignment | Agent Responsiveness | Messaging | The Average Time Taken By An Agent To Send A Message To The Consumer From The Time The Agent Was Assigned To A Conversation. Measured For The All Agent Message Sent In A Conversation | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Avg. Time To Response In Segment | Agent Segments | Messaging | The Average Time (Mm:ss) Taken By An Agent To Respond To The Consumer In An Agent-segment (An Agent Segment Is Defined As The Part Of The Conversation In Which The Agent Was Assigned. Measured From The Time The Agent Is Assigned Until She Is Not Longer Assigned). | Performance For Messaging | Agent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Avg. Unassigned Conversations | Queue Health | Messaging | The Average Number Of Unassigned Conversations (In-queue).filterable By Skill. | Performance For Messaging | Skill | An Hourly Average Of A Frequent Snapshot Of Each Skill-queue. Each Snapshot Reports On The Number Of Conversations In Queue. |
| Avg. Wait Time For Agent Assignment | Queue Health | Messaging | The Time (Mm:ss) On Average A New Conversation Remains In Queue Until Assigned To An Agent. Measured From The Time The Conversation Was Opened Until The Time It Was Assigned To An Agent. For Conversations Involving A Bot The Measurement Starts From The Time The Bot Escalates The Conversation To When It Is Assigned To An Agent. | Performance For Messaging | Skill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Avg. Wait Time For First Agent Response | Consumer Experience | Messaging | The Time On Average A Consumer Waits For A Response To The First Message The Consumer Sent In A Conversation. Measured From The Time The First Message Was Sent By The Consumer To The First Response Provided By An Agent In The Conversation. | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Avg. Wait Time For First Agent Response - First Time Conversations | Consumer Experience | Messaging | The Time On Average A Consumer Who Messaged The Brand For The First Time Waits For A Response From The Brand. Measured From The Time The First Message Was Sent By The Consumer To The First Response Provided By An Agent In The Conversation. | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Avg. Wait Time For First Human Agent Response | Consumer Experience | Messaging | The Time On Average A Consumer Waits For A Response From The First Human Agent Assigned To The Conversation.if A Bot Was The First Assigned Agent The Responses From The Bot Are Omitted From This Metric's Calculation. | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Avg. Wait Time For First Human Agent Response - From Bot Escalation | Consumer Experience | Messaging | The Time On Average A Consumer Waits For The First Response In A Conversation By A Human Agent. Measured From The Time A Bot Escalates A Conversation To Another Skill-queue To The First Response Give By The Human Agent. | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Avg. Wait Time To First Human Agent Response - After Transfer | Consumer Experience | Messaging | The Time On Average A Consumer Waits For A Response From The First Agent Assigned To The Conversation After It Was Transferred. Measured From The Time The Conversation Was Transferred (Including Skill-to-skill Transfer Agent-to-agent Transfer Or Takeover) Until A Response Is Given By The Agent. | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Away | Agent Status | Messagingchat | Cumulative Time ([H]:mm) In Away State. Can Be Viewed And Filtered By The Away Reason Attribute. | Performance For Messaging | Agent Group | - |
| Away (Total) | Agent Status | Messagingchat | Combined Time (In Hours) That The Agent Was Not Available (In The Away And Back Soon States) | Performance For Messaging | Agent Group | Away + Back Soon |
| Away Rate | Agent Status | Messaging | Percentage (%) Of Time Spent By Agents In Away State Out Of The Logged In Time | Performance For Messaging | Agent Group | Away / Logged In Time |
| Away Time Eng. | Agent Utilization | Messaging | Cumulative Time ([H]:mm) In Away State But Engaged | Performance For Messaging | Agent Group | - |
| Away Total Rate | Agent Status | Messagingchat | The Percentage (%) Of Logged In Time That The Agent Was In Either The Away Or Back Soon States (Combined Total Of Away + Back Soon) | Performance For Messaging | Agent Group | Away (Total) / Logged In Time |
| Back Soon | Agent Status | Messagingchat | Cumulative Time ([H]:m M) In Back Soon State | Performance For Messaging | Agent Group | - |
| Back Soon Rate | Agent Status | Messagingchat | Percentage (%) Of Time Spent By Agents In Back Soon State Out Of The Logged In Time | Performance For Messaging | Agent Group | Back Soon / Logged In Time |
| Back To Queue Transfer Rate | Repeat Contact Rate | Messaging | The Percentage (%) Of Conversations Transfers Back To The Queue. | Performance For Messaging | Agent Group Skill Campaign Source Type | Back To Queue Transfers/handled Conversations |
| Back To Queue Transfers | Agent Productivity | Messaging | Total Number Of Transfers Back To The Queue. The Transfer Is Attributed To The Skill From Which The Transfer Was Initiated And Agent Who Initiated The Transfer | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Ccplh | Agent Productivity | Messaging | Closed Conversations Per Login Hours. | Performance For Messaging | Agent Group Skill Engagement Campaign Lob Source Type | [Closed Conversations]/[login Hours] |
| Ccpoh | Agent Productivity | Messaging | Closed Conversations Per Online Hours. | Performance For Messaging | Agent Group Skill Engagement Campaign Lob Source Type | [Closed Conversations]/[online Hours] |
| Closed Conversations | Agent Productivity | Messaging | Number Of Conversations Closed By Agent Consumer Or The System | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | No. Of Conversations Closed By Agent + No. Of Conversations Closed By Consumer + No. Of Conversations Closed By System |
| Cross Session Sales Aov | Campaign Conversions | Messaging | The Average Revenue Generated By The Orders Placed After A Messaging Conversation Which Reached A Sell Product / Service Goal | Performance For Messaging | Agent Group Skill Line Of Business Campaign Engagement Source Type (Entry Point) | Cross Session Sales Revenue/cross Session Sales Conversions |
| Cross Session Sales Conversions | Campaign Conversions | Messaging | Number Of Sell Product / Service Goals Reached After A Messaging Conversation | Performance For Messaging | Agent Group Skill Line Of Business Campaign Engagement Source Type (Entry Point) | - |
| Cross Session Sales Revenue | Campaign Conversions | Messaging | Total Revenue Achieved After A Messaging Conversation From All Transactions Which Led To A Sell Product / Service Goal Reached. | Performance For Messaging | Agent Group Skill Line Of Business Campaign Engagement Source Type (Entry Point) | - |
| Csat (Agent And Skill) | Surveys | Messaging | The Percentage Of Answers 4 Or 5 (Top Two Boxes) Out Of The Total Responses Submitted By Consumers To A Predefined Csat Question Type. Invalid Answers Unrecognized By The Bot Are Excluded From The Formula. Calculated At The Agent And Skill Level. | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Csat (Brand) | Surveys | Messaging | The Percentage Of Answers 4 Or 5 (Top Two Boxes) Out Of The Total Responses Submitted By Consumers To A Predefined Csat Question Type. Invalid Answers Unrecognized By The Bot Are Excluded From The Formula. Calculated At The Brand Level. | Performance For Messaging | Skill Engagement Campaign Lob End-point (Source Type) | - |
| Csat_1 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "1" To A Predefined Csat Question. | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Csat_2 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "2" To A Predefined Csat Question. | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Csat_3 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "3" To A Predefined Csat Question. | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Csat_4 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "4" To A Predefined Csat Question. | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Csat_5 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "5" To A Predefined Csat Question. | Performance For Messaging | 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. | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Fcr (Brand) | Surveys | Messaging | The Percentage Of Answers Yes Out Of The Total Responses Submitted By Consumers To A Predefined Fcr Question Type. Calculated At The Brand Level. | Performance For Messaging | Skill Engagement Campaign Lob End-point (Source Type) | - |
| Fcr_no (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "No" To A Predefined Fcr Question. | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Fcr_yes (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "Yes" To A Predefined Fcr Question. | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Handled Consumers | Agent Productivity | Messaging | The Number Of Consumers Who Received A Message From An Agent During The Selected Timeframe | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Handled Conversations By Human | Agent Productivity | Messaging | The Number Of Conversations In Which The Agent Sent At Least One Message During The Selected Timeframe. | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Handled Conversations Per Login Hour | Agent Productivity | Messaging | The Average Number Of Conversations An Agent Handled During Their Time Logged In. | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | Handled Conversations / Logged In Time |
| In Session Sales Aov | Campaign Conversions | Messaging | The Average Revenue Generated By The Orders Placed During A Messaging Conversation Which Reached A Sell Product / Service Goal | Performance For Messaging | Agent Group Skill Line Of Business Campaign Engagement Source Type (Entry Point) | In Session Sales Revenue/in Session Sales Conversions |
| In Session Sales Conversions | Campaign Conversions | Messaging | Number Of Sell Product / Service Goals Reached During A Messaging Conversation | Performance For Messaging | Agent Group Skill Line Of Business Campaign Engagement Source Type (Entry Point) | - |
| In Session Sales Revenue | Campaign Conversions | Messaging | Total Revenue Achieved During A Messaging Conversation From All Transactions Which Led To A Sell Product / Service Goal Reached. | Performance For Messaging | Agent Group Skill Line Of Business Campaign Engagement Source Type (Entry Point) | - |
| Interactive Conversations | Consumer Experience | Messaging | Number Of Conversations During Which The Consumers Responded At Least Once To An Agent Message | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Interactive Rate | Consumer Experience | Messaging | Percentage Of Interactive Conversations Out Of The Total Number Of Closed Conversations | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | Interactive Conversations / Closed Conversations |
| Interactive Segments (Agent) | Agent Segments | Messaging | The Number Of Agent-segments Which Included At Least One Response From The Consumer To An Agent? Message. | Performance For Messaging | Agent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Interactive Segments (Skill) | Skill Segments | Messaging | The Number Of Skill-segments With At Least One Response From A Consumer To A Skilled-agent? Message. Measured From The First Message Sent By An Agent In A New Skill-segment. | Performance For Messaging | Skill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Interactive Segments Rate (Agent) | Agent Segments | Messaging | The Percentage Of Interactive Segments Out Of The Total Segments Assigned To The Agent. | Performance For Messaging | Agent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | Interactive Segments (Agent) / Agent Segments |
| Interactive Segments Rate (Skill) | Skill Segments | Messaging | The Percentage Of Interactive Segments Out Of All The Segments Assigned To The Skill | Performance For Messaging | Skill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | Interactive Segments (Skill) / Skill Segments |
| Logged In Time | Agent Status | Messagingchat | Cumulative Agents Logged In Time (Hh:mm) | Performance For Messaging | Agent Group | - |
| Login Hours | Agent Productivity | Messaging | Login Hours In Numeric Format | Performance For Messaging | Agent Group Skill Engagement Campaign Lob Source Type | [Logged In Time]*24 |
| Max. Agent Load | Agent Utilization | Messaging | The Maximum Conversation Load On An Agent. The Load Is Determined By The Weights Assigned To Conversations By Smart Capacity. A Conversation Can Have A Maximum Weight Of 1 And A Minimum Of 0.1. | Performance For Messaging | Agent Group | - |
| Max. Sla First Response | Agent Productivity | Messaging | The Maximum Time Taken To First Respond To The Consumer For New Conversations Or Transferred Conversations. For Transferred Conversations The Time Is Measured From The Time Of Transfer To The Time Of Agent Response. Attributed To The Time The Conversion Was Assigned To The Agent (Agent Segment Start Time). | Performance For Messaging | Agent Group Skill Campaign Source Type | - |
| Max. Wait Time For Agent Assignment | Queue Health | Messaging | The Maximum Time (Mm:ss) A Conversation Remains In Queue Until Assigned To An Agent. Measured From The Time The Conversation Was Opened Until The Time It Was Assigned To An Agent. | Performance For Messaging | Skill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Mcs | Consumer Experience | Messaging | Meaningful Conversation Score (Mcs - An Automated Real Time Measurement Of Consumer Sentiment) For Closed Conversations Including Unassigned Conversations. This Metric Is Attributed Only To The Last Assigned Agent In The Conversation. | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | Average Of 3 Possible Mcs Values:/n1) Positive = 100/n2) Neutral = 0/n3) Negative = -100 |
| Messaging Collaboration Duration (Sec) | Agent Productivity | Messaging | The Total Duration Of Messaging Collaboration Sessions. | Performance For Messaging | Agent Group Skill Engagement Campaign Lob Source Type | - |
| Min Agent Load | Agent Utilization | Messaging | The Minimum Conversation Load On An Agent. The Load Is Determined By The Weights Assigned To Conversations By Smart Capacity. A Conversation Can Have A Maximum Weight Of 1 And A Minimum Of 0.1. | Performance For Messaging | Agent Group | - |
| No. Of Conversations Closed By Agent | Agent Productivity | Messaging | Number Of Conversations That Were Closed By Agents | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| No. Of Conversations Closed By Consumer | Agent Productivity | Messaging | Number Of Conversations Closed By Consumers | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| No. Of Conversations Closed By System | Agent Productivity | Messaging | Number Of Conversations Closed By The System | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| No. Of Conversations Opened By Agent | Agent Productivity | Messaging | Number Of Conversations Resumed (Opened) By Agents | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| No. Of Conversations Opened By Consumer | Consumer Experience | Messaging | Number Of Conversations Opened By Consumers. This Kpi Is Assigned To Skill (Not Agent) | Performance For Messaging | Skill Engagement Campaign Lob End-point (Source Type) | - |
| No. Of Manual Sla Actions Performed | Agent Productivity | Messaging | Number Of Manual Sla Actions Performed By An Agent During Messaging Conversation. | Performance For Messaging | Agent Groupskill | Sum(agent_sla) |
| No. Of Messaging Collaboration Interactive Sessions | Agent Productivity | Messaging | Number Of Interactive Messaging Collaboration Sessions.an Interactive Session Involves Participation Of Both Agent And Consumer And Lasts 60 Seconds Or More | Performance For Messaging | Agent Group Skill Engagement Campaign Lob Source Type | - |
| No. Of Messaging Collaboration Sessions | Agent Productivity | Messaging | Number Of Messaging Collaboration Sessions For All Session Types. | Performance For Messaging | Agent Group Skill Engagement Campaign Lob Source Type | - |
| No. Of Opened Conversations | Consumer Experience | Messaging | Number Of Opened Conversations By Either Agents Or Consumers | Performance For Messaging | Skill Engagement Campaign Lob End-point (Source Type) | No. Of Conversations Opened By Consumer + No. Of Conversations Opened By Agent |
| No. Of Secure Form (Pci) Sent (Messaging) | Agent Productivity | Messaging | Number Of Secure Forms Sent By An Agent To A Consumer During A Conversation. | Performance For Messaging | Agent Group Skill Engagement Campaign Lob Source Type | - |
| No. Of Secure Form (Pci) Submitted (Messaging) | Agent Productivity | Messaging | Number Of Secure Forms Completed And Submitted Back To The Agent By A Consumer During A Conversation. | Performance For Messaging | Agent Group Skill Engagement Campaign Lob Source Type | - |
| No. Of Secure Form (Pci) Viewed (Messaging) | Agent Productivity | Messaging | Number Of Secure Forms Viewed By The Consumer During A Conversation | Performance For Messaging | Agent Group Skill Engagement Campaign Lob Source Type | - |
| Non - Interactive Conversations | Consumer Experience | Messaging | Number Of Conversations During Which The Consumers Did Not Respond To An Agent Message.conversations In Which The Agent Is The First To Message (Resume) And Do Not Include A Consumer Response To The Agent Message Are Considered Non Interactive (And Not Abandoned) | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Non - Interactive Rate | Consumer Experience | Messaging | Percentage Of Non-interactive Conversations Out Of The Total Number Of Closed Conversations | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | Non - Interactive Conversations / Closed Conversations |
| Nps (Agent And Skill) | Surveys | Messaging | The Net Promoter Score Based On A Scale Of -100 To 100 And Derived From The Predefined Nps Question Type. Calculated At The Agent And Skill Level. | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Nps (Brand) | Surveys | Messaging | The Net Promoter Score Based On A Scale Of -100 To 100 And Derived From The Predefined Nps Question Type. Calculated At The Brand Level. | Performance For Messaging | Skill Engagement Campaign Lob End-point (Source Type) | - |
| Nps_0 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "0" To A Predefined Nps Question. | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Nps_1 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "1" To A Predefined Nps Question. | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Nps_10 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "10" To A Predefined Nps Question. | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Nps_2 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "2" To A Predefined Nps Question. | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Nps_3 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "3" To A Predefined Nps Question. | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Nps_4 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "4" To A Predefined Nps Question. | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Nps_5 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "5" To A Predefined Nps Question. | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Nps_6 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "6" To A Predefined Nps Question. | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Nps_7 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "7" To A Predefined Nps Question. | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Nps_8 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "8" To A Predefined Nps Question. | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Nps_9 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "9" To A Predefined Nps Question. | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Online | Agent Status | Messagingchat | Cumulative Time ([H]:mm) In Online State. Note! Messaging Agents Must Have A Configured Chat Concurrency (Greater Than 0) In Order For The System To Populate This Metric's Value. Messaging Agents With A Chat Concurrency Of 0 Appear With 0 Online Time. | Performance For Messaging | Agent Group | - |
| Online Hours | Agent Productivity | Messaging | Online Hours In Numeric Format | Performance For Messaging | Agent Group Skill Engagement Campaign Lob Source Type | [Online]*24 |
| Online Rate | Agent Status | Messagingchat | The Percentage (%) Of Time The Agent Spent In The Online State Out Of The Logged In Time | Performance For Messaging | Agent Group | Online / Logged In Time |
| Rcr 0-3 Days | Repeat Contact Rate | Messaging | Percentage Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 0 To 3 Days. | Performance For Messaging | Agent Group Skill Campaign Source Type | Repeat 0-3 Days/closed Conversations |
| Rcr 1 Day | Repeat Contact Rate | Messaging | Percentage Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 1 Hour And 1 Day. | Performance For Messaging | Agent Group Skill Campaign Source Type | Repeat 1 Day/closed Conversations |
| Rcr 1 Hour | Repeat Contact Rate | Messaging | Percentage Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Within 1 Hour. | Performance For Messaging | Agent Group Skill Campaign Source Type | Repeat 1 Hour/closed Conversations |
| Rcr 14 Day | Repeat Contact Rate | Messaging | Percentage Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 7 Day And 14 Days. | Performance For Messaging | Agent Group Skill Campaign Source Type | Repeat 14 Days/closed Conversations |
| Rcr 3 Day | Repeat Contact Rate | Messaging | Percentage Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 1 Day And 3 Days. | Performance For Messaging | Agent Group Skill Campaign Source Type | Repeat 3 Days/closed Conversations |
| Rcr 30 Day | Repeat Contact Rate | Messaging | Percentage Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 14 Day And 30 Days. | Performance For Messaging | Agent Group Skill Campaign Source Type | Repeat 30 Days/closed Conversations |
| Rcr 4-30 Days | Repeat Contact Rate | Messaging | Percentage Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 4 To 30 Days. | Performance For Messaging | Agent Group Skill Campaign Source Type | Repeat 4-30 Days/closed Conversations |
| Rcr 7 Day | Repeat Contact Rate | Messaging | Percentage Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 3 Day And 7 Days | Performance For Messaging | Agent Group Skill Campaign Source Type | Repeat 7 Days/closed Conversations |
| Rcr For Same Skill 0-30 Days | Repeat Contact Rate | Messaging | The Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Within The Same Skill Between 0-30 Days | Performance For Messaging | Agent Group Skill Campaign Source Type | Repeat Skill/(rcr 0-3 Days+rcr 4-30 Days) |
| Rcr For Same Source Type 0-30 Days | Repeat Contact Rate | Messaging | The Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Within The Same Skill Between 0-30 Days | Performance For Messaging | Agent Group Skill Campaign Source Type | Repeat Souurce Type /(Rcr 0-3 Days+rcr 4-30 Days) |
| Repeat 0-3 Days | Repeat Contact Rate | Messaging | Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Up To 3 Days. | Performance For Messaging | Agent Group Skill Campaign Source Type | Repeat 1 Hour+repeat 1 Day+repeat 3 Days |
| Repeat 0-30 Days | Repeat Contact Rate | Messaging | Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Up To 30 Days. | Performance For Messaging | Agent Group Skill Campaign Source Type | Repeat 0-3 Days+repeat 4-30 Days |
| Repeat 1 Day | Repeat Contact Rate | Messaging | Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 1 Hour And 1 Day. This Rcr Measurement Is Mutually Exclusive Meaning Rcr 1 Hour (For Example) Is Not Included. | Performance For Messaging | Agent Group Skill Campaign Source Type | |
| Repeat 1 Hour | Repeat Contact Rate | Messaging | Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Within 1 Hour. This Measurement Is A Prime Indicator Of Conversations That Are Closed Prematurely. | Performance For Messaging | Agent Group Skill Campaign Source Type | |
| Repeat 14 Days | Repeat Contact Rate | Messaging | Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 7 Day And 14 Days. This Rcr Measurement Is Mutually Exclusive Meaning Rcr 7 Days (For Example) Is Not Included. | Performance For Messaging | Agent Group Skill Campaign Source Type | |
| Repeat 3 Days | Repeat Contact Rate | Messaging | Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 1 Day And 3 Days. This Rcr Measurement Is Mutually Exclusive Meaning Rcr 1 Day (For Example) Is Not Included. | Performance For Messaging | Agent Group Skill Campaign Source Type | |
| Repeat 30 Days | Repeat Contact Rate | Messaging | Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 14 Day And 30 Days. This Rcr Measurement Is Mutually Exclusive Meaning Rcr 14 Days (For Example) Is Not Included. | Performance For Messaging | Agent Group Skill Campaign Source Type | |
| Repeat 4-30 Days | Repeat Contact Rate | Messaging | Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 7 To 30 Days. | Performance For Messaging | Agent Group Skill Campaign Source Type | Repeat 7 Days+repeat 14 Days+repeat 30 Days |
| Repeat 7 Days | Repeat Contact Rate | Messaging | Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Between 3 Day And 7 Days. This Rcr Measurement Is Mutually Exclusive Meaning Rcr 3 Days (For Example) Is Not Included. | Performance For Messaging | Agent Group Skill Campaign Source Type | |
| Repeat Other Skill | Repeat Contact Rate | Messaging | The Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation With The Other Skill Between 0-30 Days | Performance For Messaging | Agent Group Skill Campaign Source Type | Repeat 0-30 Days-repeat Skill |
| Repeat Skill | Repeat Contact Rate | Messaging | The Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation With The Same Skill Between 0-30 Days | Performance For Messaging | Agent Group Skill Campaign Source Type | |
| Repeat Source Type | Repeat Contact Rate | Messaging | The Total Number Of Closed Conversations Where The Same Consumerid Opened A Subsequent Conversation Within The Same Source. | Performance For Messaging | Agent Group Skill Campaign Source Type | |
| Resolution Rate 0-3 Days | Repeat Contact Rate | Messaging | Percentage Of Closed Conversations Where The Same Consumerid Did Not Open A Subsequent Conversation Within 3 Days. | Performance For Messaging | Agent Group Skill Campaign Source Type | 1- (Rcr 0-3 Days) |
| Sales Aov | Campaign Conversions | Messaging | The Average Revenue Generated By The Orders Placed After Or During A Messaging Conversation Which Reached A Sell Product / Service Goal | Performance For Messaging | Agent Group Skill Engagement Campaign End-point (Source Type) | - |
| Sales Conversion Rate | Campaign Conversions | Messaging | Percentage Of Sell Product / Service Goals Reached After Or During A Messaging Conversation Out Of All Messaging Conversations That Were Assigned To An Agent | Performance For Messaging | Agent Group Skill Engagement Campaign End-point (Source Type) | - |
| Sales Conversions | Campaign Conversions | Messaging | Number Of Sell Product / Service Goals Reached During Or After A Messaging Conversation | Performance For Messaging | Agent Group Skill Engagement Campaign End-point (Source Type) | - |
| Sales Revenue | Campaign Conversions | Messaging | Total Revenue Achieved During Or After A Messaging Conversation From All Transactions Which Led To A Sell Product / Service Goal Reached. | Performance For Messaging | Agent Group Skill Engagement Campaign End-point (Source Type) | - |
| Segments With Non Responsive Agents (Agent) | Agent Segments | Messaging | The Number Of Agent-segments Which Ended In A Transfer Or Closed By Agent Or System With No Message From An Agent. | Performance For Messaging | Agent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Segments With Non Responsive Agents (Skill) | Skill Segments | Messaging | The Number Of Skill-segments Which Ended In A Transfer To Another Skill Or Closed By Agent/system With No Message From An Agent. | Performance For Messaging | Skill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Segments With Non Responsive Consumers (Agent) | Agent Segments | Messaging | The Number Of Closed Conversations Which Included No Consumer Response To An Agent's Message. Measured During The Last Agent-segment Of The Conversation. | Performance For Messaging | Agent Group Skill User Type Agent Segment Start Reason Agent Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Segments With Non Responsive Consumers (Skill) | Skill Segments | Messaging | The Number Of Skill-segments Which Ended In A Transfer To Another Skill Or Closed With No Response From The Consumer To An Agent? Message. | Performance For Messaging | Skill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Skill Segments | Skill Segments | Messaging | The Number Of Times Conversations Were Assigned To A Skill. Measured For Conversations That Were Opened To The Skill Or Transffered To It. A Conversation May Be Assigned More Than Once To A Given Skill. | Performance For Messaging | Skill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Skill To Skill Transfer Rate | Repeat Contact Rate | Messaging | The Percentage (%) Of Conversations Transfers From Skill To Skill. | Performance For Messaging | Agent Group Skill Campaign Source Type | Skill To Skill Transfers/handled Conversations |
| Skill To Skill Transfers | Agent Productivity | Messaging | Total Number Of Transfers To A Skill. The Transfer Is Attributed To The Skill From Which The Transfer Was Initiated And Agent Who Initiated The Transfer | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Sla 10m All Responses | Sla Report | Messaging | The Total Number Of Agent Responses (Excluding The First Response) Answered Within A 10 Minute Bucket | Performance For Messaging | Skill | - |
| Sla 10m All Responses Percentage | Sla Report | Messaging | The Percentage Of Agent Responses (Excluding The First Response) Answered Within A 10 Minute Bucket | Performance For Messaging | Skill | - |
| Sla 10m First Response | Sla Report | Messaging | The Number Of Agent Segments In Which The Agent Sent Their First Response Within 10 Minutes | Performance For Messaging | Skill | - |
| Sla 10m First Response Percentage | Sla Report | Messaging | The Percentage Of Agent Segments In Which The Agent Sent Their First Response Within 10 Minutes | Performance For Messaging | Skill | - |
| Sla 180m All Responses | Sla Report | Messaging | The Total Number Of Agent Responses (Excluding The First Response) Answered Within A 180 Minute Bucket | Performance For Messaging | Skill | - |
| Sla 180m All Responses Percentage | Sla Report | Messaging | The Percentage Of Agent Responses (Excluding The First Response) Answered Within A 180 Minute Bucket | Performance For Messaging | Skill | - |
| Sla 180m First Response | Sla Report | Messaging | The Number Of Agent Segments In Which The Agent Sent Their First Response Within 180 Minutes | Performance For Messaging | Skill | - |
| Sla 180m First Response Percentage | Sla Report | Messaging | The Percentage Of Agent Segments In Which The Agent Sent Their First Response Within 180 Minutes | Performance For Messaging | Skill | - |
| Sla 24h All Responses | Sla Report | Messaging | The Total Number Of Agent Responses (Excluding The First Response) Answered Within 24 Hours | Performance For Messaging | Skill | - |
| Sla 24h All Responses Percentage | Sla Report | Messaging | The Percentage Of Agent Responses (Excluding The First Response) Answered Within 24 Hours | Performance For Messaging | Skill | - |
| Sla 24h First Response | Sla Report | Messaging | The Number Of Agent Segments In Which The Agent Sent Their First Response Within 24 Hours | Performance For Messaging | Skill | - |
| Sla 24h First Response Percentage | Sla Report | Messaging | The Percentage Of Agent Segments In Which The Agent Sent Their First Response Within 24 Hours | Performance For Messaging | Skill | - |
| Sla 30m All Responses | Sla Report | Messaging | The Total Number Of Agent Responses (Excluding The First Response) Answered Within A 30 Minute Bucket | Performance For Messaging | Skill | - |
| Sla 30m All Responses Percentage | Sla Report | Messaging | The Percentage Of Agent Responses (Excluding The First Response) Answered Within A 30 Minute Bucket | Performance For Messaging | Skill | - |
| Sla 30m First Response | Sla Report | Messaging | The Number Of Agent Segments In Which The Agent Sent Their First Response Within 30 Minutes | Performance For Messaging | Skill | - |
| Sla 30m First Response Percentage | Sla Report | Messaging | The Percentage Of Agent Segments In Which The Agent Sent Their First Response Within 30 Minutes | Performance For Messaging | Skill | - |
| Sla 5m All Responses | Sla Report | Messaging | The Total Number Of Agent Responses (Excluding The First Response) Answered Within A 5 Minute Bucket | Performance For Messaging | Skill | - |
| Sla 5m All Responses Percentage | Sla Report | Messaging | The Percentage Of Agent Responses (Excluding The First Response) Answered Within A 5 Minute Bucket | Performance For Messaging | Skill | - |
| Sla 5m First Response | Sla Report | Messaging | The Number Of Agent Segments In Which The Agent Sent Their First Response Within 5 Minutes | Performance For Messaging | Skill | - |
| Sla 5m First Response Percentage | Sla Report | Messaging | The Percentage Of Agent Segments In Which The Agent Sent Their First Response Within 5 Minutes | Performance For Messaging | Skill | - |
| Sla 60m All Responses | Sla Report | Messaging | The Total Number Of Agent Responses (Excluding The First Response) Answered Within A 60 Minute Bucket | Performance For Messaging | Skill | - |
| Sla 60m All Responses Percentage | Sla Report | Messaging | The Percentage Of Agent Responses (Excluding The First Response) Answered Within A 60 Minute Bucket | Performance For Messaging | Skill | - |
| Sla 60m First Response | Sla Report | Messaging | The Number Of Agent Segments In Which The Agent Sent Their First Response Within 60 Minutes | Performance For Messaging | Skill | - |
| Sla 60m First Response Percentage | Sla Report | Messaging | The Percentage Of Agent Segments In Which The Agent Sent Their First Response Within 60 Minutes | Performance For Messaging | Skill | - |
| Sla Above 24h All Responses | Sla Report | Messaging | The Total Number Of Agent Responses (Excluding The First Response) Answered Within More Than 24 Hours | Performance For Messaging | Skill | - |
| Sla Above 24h All Responses Percentage | Sla Report | Messaging | The Percentage Of Agent Responses (Excluding The First Response) Answered Within More Than 24 Hours | Performance For Messaging | Skill | - |
| Sla Above 24h First Response | Sla Report | Messaging | The Number Of Agent Segments In Which The Agent Sent Their First Response Within More Than 24 Hours | Performance For Messaging | Skill | - |
| Sla Above 24h First Response Percentage | Sla Report | Messaging | The Percentage Of Agent Segments In Which The Agent Sent Their First Response Within More Than 24 Hours | Performance For Messaging | Skill | - |
| System Close Rate | Repeat Contact Rate | Messaging | The Percentage (%) Of Conversations Closed By The System Compared To The Total Number Of Closed Conversations | Performance For Messaging | Agent Group Skill Campaign Source Type | No. Of Conversations Closed By System/closed Conversations |
| Takeover Rate | Repeat Contact Rate | Messaging | The Percentage (%) Of Conversations Another Agent (User) Takesover Conversations From A Given Agent. | Performance For Messaging | Agent Group Skill Campaign Source Type | Takeovers From Agent/opened Conversations |
| Takeovers By Agent | Agent Productivity | Messaging | The Number Of Times An Agent (User) Takes Over Conversations From Another Agent (Bot Or Human).in Most Cases This Metric Applies To Agent Managers Who Have The Permission To Take Over Conversations. | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Takeovers From Agent | Agent Productivity | Messaging | The Number Of Times Another Agent (User) Takesover Conversations From A Given Agent.used To Analyse How Many Time Conversations Were Taken Over From A Bot Or Human Agent (Example- How Many Conversations Were Takenover From Concierge-bot Agent/user?). | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Total No. Of Agent Responses | Agent Productivity | Messaging | Number Of Responses Provided By Agent | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Total No. Of Consumer Responses | Consumer Experience | Messaging | Number Of Responses Provided By Consumers To An Agent's Message. This Kpi Is Assigned To Skill (Not Agent). | Performance For Messaging | Skill Engagement Campaign Lob End-point (Source Type) | - |
| Total No. Of First Responses | Agent Productivity | Messaging | Number Of First Responses To Conversations | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Total No. Of First Responses To First Time Conversations | Agent Productivity | Messaging | Number Of First Responses By Agents To First Time Consumer Conversations | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Total No. Of Messages Sent By Agent | Agent Productivity | Messaging | Number Of Messages Sent By Agent | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Total No. Of Messages Sent By Consumer | Consumer Experience | Messaging | Number Of Messages Sent By Consumers Including Unassigned Conversations. This Kpi Is Not Assigned To A Specific Agent | Performance For Messaging | Skill Engagement Campaign Lob End-point (Source Type) | - |
| Total No. Of Messages Sent By Consumer To Agent | Consumer Experience | Messaging | Number Of Messages Sent By Consumers While An Agent Was Assigned To The Conversation. This Kpi Is Not Assigned To A Specific Agent | Performance For Messaging | Skill Engagement Campaign Lob End-point (Source Type) | - |
| Total No. Of Transfers | Agent Productivity | Messaging | Number Of Transfers. The Transfer Is Attributed To The Skill From Which The Transfer Was Initiated And Agent Who Initiated The Transfer | Performance For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Wait Time For Agent Assignment - 50th Percentile | Queue Health | Messaging | The Median Time (Mm:ss) A Conversation Remains In Queue Until Assigned To An Agent. Measured From The Time The Conversation Was Opened Until The Time It Was Assigned To An Agent. | Performance For Messaging | Skill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Wait Time For Agent Assignment - 90th Percentile | Queue Health | Messaging | The 90th Percentile Of Time (Mm:ss) A Conversation Remains In Queue Until Assigned To An Agent. Measured From The Time The Conversation Was Opened Until The Time It Was Assigned To An Agent. | Performance For Messaging | Skill Skill Segment Start Reason Skill Segment End Reason Engagement Campaign End-point (Source Type) Source Consumer Device | |
| Bot Closed Conversations | Bot Productivity | Messaging | Conversations That Were Handled By Bot Only And Closed By The Bot When Bot Was Assigned To The Conversation. | Rollover Dashboard | - | |
| Bot Handled Conversations | Bot Productivity | Messaging | The Distinct Number Of Conversations Where The Bot Has Sent At Least One Message And The Conversation Was Not Escalated To Human. | Rollover Dashboard | - | |
| Bot Transferred Conversations | Bot Productivity | Messaging | Number Of Conversations Transferred By Bot To Another Skill Or Agent (Not Including B2q & Takeover). | Rollover Dashboard | Agent Group Skill | - |
| Brand Count | Rollover Productivity | Messaging | Distinct Count Of The Owner Brands That The Rollover Account Took The Conversations On Behalf | Rollover Dashboard | - | |
| Closed Conversations | Agent Productivity | Messaging | Number Of Conversations Closed By Agent Consumer Or The System. | Rollover Dashboard | Agent Group Skill | No. Of Conversations Closed By Agent + No. Of Conversations Closed By Consumer + No. Of Conversations Closed By System |
| Handled Conversations | Agent Productivity | Messaging | The Number Of Conversations In Which The Agent Sent At Least One Message During The Selected Timeframe. | Rollover Dashboard | Date Initial Device Goal Type Group Source Type | - |
| Leads | Rollover Productivity | Messaging | The Total Number Of Unique Leads Generated By The Assigned Agent Via The Leadwidget Or By A Bot Utilizing Lead Automation Within The Selected Timeframe. Leads Are Counted Uniquely Per Lead Topic Customer And Channel When Collected Within A 24 Hour Time Period. | Rollover Dashboard | Agent Group Skill Engagement Campaign Lob Conv Type | - |
| Leads Conversion Rate | Rollover Productivity | Messaging | The Percentage Of Leads Captured Out Of The Total Number Of Closed Conversations. | Rollover Dashboard | Agent Group Skill Engagement Campaign Lob Source Type | Leads/closed Conversations |
| Logged In Time | Agent Status | Messaging | Cumulative Agents Logged In Time (Hh:mm) | Rollover Dashboard | Agent Group | - |
| No. Of Conversations Opened By Agent | Agent Productivity | Messaging | Number Of Conversations Resumed (Opened) By Agents. | Rollover Dashboard | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| No. Of Conversations Opened By Consumer | Consumer Experience | Messaging | Number Of Conversations Opened By Consumers. | Rollover Dashboard | Skill Engagement Campaign Lob End-point (Source Type) | - |
| No. Of Messaging Collaboration Sessions | Agent Productivity | Messaging | The Number Of Messaging Collaboration Sessions Including Interactive And Non Interactive Sessions Within The Selected Timeframe. | Rollover Dashboard | Agent Group Skill Engagement Campaign Lob Conv Type | - |
| Opened Conversations | Agent Productivity | Messaging | Number Of Opened Conversations By Either Agents Or Consumers | Rollover Dashboard | Skill Engagement Campaign Lob End-point (Source Type) | No. Of Conversations Opened By Consumer + No. Of Conversations Opened By Agent |
| Rollbacks | Rollover Productivity | Messaging | The Number Of Times A Rollover Conversation Was Returned To The Owner Account From The Rollover/bpo Account Within The Selected Timeframe. | Rollover Dashboard | Agent Group Skill Engagement Campaign Lob Source Type | - |
| Total No. Of Messages Sent By Agent | Agent Productivity | Messaging | Number Of Messages Sent By Agent | Rollover Dashboard | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Abandoned Chat Rate | Queue Health | Chat | The Percentage (%) Of Consumers Who Abandoned The Queue Out Of All Consumers That Entered The Queue | Skill Activity For Live Chat | Skill Engagement Campaign Lob | Abandoned Chats / Requested Chats |
| Abandoned Chats | Queue Health | Chat | Number Of Times A Consumer Abandoned The Queue While Waiting For An Agent To Connect | Skill Activity For Live Chat | Skill Engagement Campaign Lob | - |
| Answer Count | Surveys | Chat | The Number Of Times The Answer Is Submitted To The Question | Skill Activity For Live Chat | Agent Group Skill | - |
| Answer Rate | Surveys | Chat | The Percentage (%) Of Answers To The Question Out Of The Number Of Consumers That Answered The Question | Skill Activity For Live Chat | Agent Group Skill | Answer Count / Answered Questions |
| Answered Questions | Surveys | Chat | The Number Of Times A Question Was Answered. Choosing More Than One Answer In Multiple Choice Questions (Such As With Multiple Check Boxes) Counts As A Single Answer | Skill Activity For Live Chat | Agent Group Skill | - |
| Answered Questions Csat | Surveys | Chat | The Number Of Consumers That Answered A Csat Question | Skill Activity For Live Chat | Agent Group Skill | - |
| Avg. Chat Length | Agent Productivity | Chat | Average Time ([H]:mm) From When Consumers Were Connected To An Agent Until The Chat Engagement Window Was Closed | Skill Activity For Live Chat | Agent Group Skill Engagement Campaign Lob | Cumulative Engaged Chat Time / Connected Chats |
| Avg. Interactive Chat Length | Agent Productivity | Chat | Average Time ([H]:mm) From When Consumers Were Connected To An Agent Until The Chat Engagement Window Was Closed. This Only Includes Chat Engagements During Which The Consumer Entered At Least One Text Line | Skill Activity For Live Chat | Agent Group Skill Engagement Campaign Lob | - |
| Avg. Non-interactive Chat Length | Agent Productivity | Chat | Average Time ([H]:mm) From When Consumers Were Connected To An Agent Until The Chat Engagement Window Was Closed. Including Only Chat Engagement During Which The Consumer Did Not Enter Any Line In Chat. | Skill Activity For Live Chat | Agent Group Skill Engagement Campaign Lob | - |
| Avg. Time To Abandon Chat | Queue Health | Chat | Average Time ([H]:mm) It Took Consumers To Abandon The Queue After Accepting An Engagement Offer And Before Being Connected To An Agent | Skill Activity For Live Chat | Skill Engagement Campaign Lob | - |
| Avg. Time To Answer Chat | Agent Productivity | Chat | Average Time ([H]:mm) It Took An Agent To Connect To A Consumer Measured From The Time The Consumer Entered The Queue | Skill Activity For Live Chat | Agent Group Skill Engagement Campaign Lob | - |
| Completed Surveys | Surveys | Chat | Number Of Survey Forms Completed | Skill Activity For Live Chat | Agent Group Skill | - |
| Connected Chat Rate (Accepted) | Campaign Funnel | Chat | The Percentage (%) Of Engagements That Were Connected To An Agent Out Of The Total Engagement Offers Accepted By Consumers | Skill Activity For Live Chat | Skill Engagement Campaign Lob | (Connected Messaging Eng. + Connected Chats) / Accepted Offers |
| Connected Chat Rate (Requested) | Queue Health | Chat | The Percentage (%) Of Connected Chat Engagements Out Of The Total Number Of Requested Engagements | Skill Activity For Live Chat | Agent Group Skill Engagement Campaign Lob | Connected Chats / Requested Chats |
| Connected Chats | Queue Health | Chat | Number Of Chat Engagements Which Agents Accepted From The Queue | Skill Activity For Live Chat | Agent Group Skill Engagement Campaign Lob | - |
| Csat / Csat Score | Surveys | Chat | Customer Satisfaction Score | Skill Activity For Live Chat | Agent Group Skill | Csat Postivie Answer Count / Answered Questions Csat |
| Csat Positive Answer Count | Surveys | Chat | Number Of Positive Answers Submitted By Consumers To A Csat Post-chat Survey Question. An Answer Is Considered Positive If Defined As So In The Post-chat Survey Settings Of The Engagement Window As Part Of The Campaign Setup | Skill Activity For Live Chat | Agent Group Skill | - |
| Cumulative Engaged Chat Time | Agent Utilization | Chat | Cumulative Concurrent Time ([H]:mm) Agents Were Engaged In Chat Sessions (If An Agent Was Engaged In 2 Chats During 1 Hour The Total Conc. Engaged Time Will Be 2 Hours) | Skill Activity For Live Chat | Agent Group Skill Engagement Campaign Lob | - |
| Interactive Chat Rate | Agent Productivity | Chat | The Percentage (%) Of Interactive Chat Engagements Out Of The Total Number Of Connected Chat Engagements | Skill Activity For Live Chat | Agent Group Skill Engagement Campaign Lob | Interactive Chats / Connected Chats |
| Interactive Chats | Agent Productivity | Chat | Number Of Chat Engagements During Which Consumers Entered At Least One Text Line | Skill Activity For Live Chat | Agent Group Skill Engagement Campaign Lob | - |
| Max Time To Abandon Chat | Queue Health | Chat | Maximum Time ([H]:mm) It Took A Consumer To Abandon The Queue After Accepting A Chat Engagement Offer And Before Being Connected To An Agent | Skill Activity For Live Chat | Skill Engagement Campaign Lob | - |
| Max. Time To Answer Chat | Queue Health | Chat | Maximum Time ([H]:mm) From When Consumers Entered The Queue To When They Connected To An Agent | Skill Activity For Live Chat | Skill Engagement Campaign Lob | - |
| Non-interactive Chats | Agent Productivity | Chat | Number Of Chat Engagements Connected To An Agent During Which Consumers Did Not Enter Any Line In Chat | Skill Activity For Live Chat | Agent Group Skill Engagement Campaign Lob | - |
| Question Completion Rate | Surveys | Chat | The Percentage (%) Of Times A Question Was Completed Out Of The Total Number Of Surveys Completed | Skill Activity For Live Chat | Agent Group Skill | Answered Questions / Compeleted Survey |
| Requested Chats | Campaign Funnel | Chat | Number Of Consumers Who Clicked On A Chat Engagement Offer And Entered The Queue Including Transfers | Skill Activity For Live Chat | Skill Engagement Campaign Lob | - |
| Survey Completion Rate | Surveys | Chat | The Percentage (%) Of Completed Survey Forms Out Of Viewed Survey Forms | Skill Activity For Live Chat | Agent Group Skill | Completed Survey / Viewed Survey |
| Survey Forms | Surveys | Chat | Number Of Different Survey Forms Viewed Or Completed. Each Survey Form Is Counted Once | Skill Activity For Live Chat | Agent Group Skill | - |
| Viewed Survey | Surveys | Chat | Number Of Survey Forms Viewed By Consumers | Skill Activity For Live Chat | Agent Group Skill | - |
| Answer Count | Surveys | Chat | The Number Of Times The Answer Is Submitted To The Question | Survey For Live Chat | Agent Group Skill | - |
| Answer Rate | Surveys | Chat | The Percentage (%) Of Answers To The Question Out Of The Number Of Consumers That Answered The Question | Survey For Live Chat | Agent Group Skill | Answer Count / Answered Questions |
| Answered Questions | Surveys | Chat | The Number Of Times A Question Was Answered. Choosing More Than One Answer In Multiple Choice Questions (Such As With Multiple Check Boxes) Counts As A Single Answer | Survey For Live Chat | Agent Group Skill | - |
| Answered Questions Csat | Surveys | Chat | The Number Of Consumers That Answered A Csat Question | Survey For Live Chat | Agent Group Skill | - |
| Completed Surveys | Surveys | Chat | Number Of Survey Forms Completed | Survey For Live Chat | Agent Group Skill | - |
| Csat / Csat Score | Surveys | Chat | Customer Satisfaction Score | Survey For Live Chat | Agent Group Skill | Csat Postivie Answer Count / Answered Questions Csat |
| Csat Positive Answer Count | Surveys | Chat | Number Of Positive Answers Submitted By Consumers To A Csat Post-chat Survey Question. An Answer Is Considered Positive If Defined As So In The Post-chat Survey Settings Of The Engagement Window As Part Of The Campaign Setup | Survey For Live Chat | Agent Group Skill | - |
| Question Completion Rate | Surveys | Chat | The Percentage (%) Of Times A Question Was Completed Out Of The Total Number Of Surveys Completed | Survey For Live Chat | Agent Group Skill | Answered Questions / Compeleted Survey |
| Survey Completion Rate | Surveys | Chat | The Percentage (%) Of Completed Survey Forms Out Of Viewed Survey Forms | Survey For Live Chat | Agent Group Skill | Completed Survey / Viewed Survey |
| Survey Forms | Surveys | Chat | Number Of Different Survey Forms Viewed Or Completed. Each Survey Form Is Counted Once | Survey For Live Chat | Agent Group Skill | - |
| Viewed Survey | Surveys | Chat | Number Of Survey Forms Viewed By Consumers | Survey For Live Chat | Agent Group Skill | - |
| Agent Survey Answer Count (Agent Skill) | Agent Survey | Messaging | The Number Of Times An Agent Provided Answers To Questions. Calculated At The Agent And Skill Level. | Survey For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Agent Survey Answer Count (Brand) | Agent Survey | Messaging | The Number Of Times An Agent Provided Answers To Questions. Calculated At The Brand Level. | Survey For Messaging | Skill Engagement Campaign Lob End-point (Source Type) | - |
| Agent Survey Answer Ratio (Agent Skill) | Agent Survey | Messaging | The Percentage (%) Of Questions Answered By An Agent Out Of The Total Questions Answered.calculated At The Agent And Skill Level. | Survey For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | Agent Survey Answer Count (Agent Skill) / Agent Survey Answer Count (Agent And Skill) Question Level |
| Agent Survey Answer Ratio (Brand) | Agent Survey | Messaging | The Percentage (%) Of Questions Answered By An Agent Out Of The Total Questions Answered. Calculated At The Brand Level. | Survey For Messaging | Skill Engagement Campaign Lob End-point (Source Type) | Agent Survey Answer Count (Brand) / Agent Survey Answer Count (Brand) Question Level |
| Agent Survey Closed Survey | Agent Survey | Messaging | The Number Of Survey Forms That Were Closed (1.submitted - The Agent Submitted The Survey At Least Once. 2. Partially Submitted - Only Some Of The Answers Were Completed And The Survey Was Submitted By The Agent 3. Time Out - Agent Did Not Complete Any Answers And There Was A Time Out By The System. The Agent Did Not Submit The Survey And Did Not Click The ?Ismiss?button. 4. Conversation Transferred - Agent Performed ?Ransfer To Skill?option Which Closes The Survey And Opens A New One No Matter What The Previous Agent Did 5. Dismissed - The Agent Pressed The ?Ismiss?button In A Non-mandatory Survey). | Survey For Messaging | Skill Engagement Campaign Lob End-point (Source Type) | - |
| Agent Survey Closed Survey Rate | Agent Survey | Messaging | The Percentage (%) Of Survey Forms Closed With A Specific Outcome. Supported By The Survey Outcome Attribute (Filter) | Survey For Messaging | Skill Engagement Campaign Lob End-point (Source Type) | Agent Survey Closed Survey / Agent Survey Closed Survey Sum |
| Answer Count (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded With A Valid Answer Recognized By The Bot As A Pre-configured Answer. Additional Buckets Include:skipped For Questions With Configured Skip Optionunrecognized By Bot For Counting How Many Invalid Answers Were Submitted For A Questionattributed To The Time The Survey Was Offered (Not Close Time). Calculated At The Agent And Skill Level. | Survey For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Answer Count (Brand) | Surveys | Messaging | The Number Of Times Consumers Responded With A Valid Answer Recognized By The Bot As A Pre-configured Answer. Additional Buckets Include:skipped For Questions With Configured Skip Optionunrecognized By Bot For Counting How Many Invalid Answers Were Submitted For A Questionattributed To The Time The Survey Was Offered (Not Close Time). Calculated At The Brand Level. | Survey For Messaging | Skill Engagement Campaign Lob End-point (Source Type) | - |
| Answer Rate (Offered Question) | Surveys | Messaging | The Percentage (%) Of Questions Answered With A Valid Response By The Consumer Out Of The Total Questions Offered To The Consumer By The Bot. | Survey For Messaging | Skill End-point (Source Type) | Answered Question / Offered Question |
| Answer Ratio (Agent And Skill) | Surveys | Messaging | The Percentage (%) Of Questions Answered With A Valid Response By The Consumer Out Of The Total Questions Offered To The Consumer By The Bot. Calculated At The Agent And Skill Level. | Survey For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | Answer Count (Agent And Skill) / Sum(answer Count (Agent And Skill)) Per Question |
| Answer Ratio (Brand) | Surveys | Messaging | The Percentage (%) Of Questions Answered With A Valid Response By The Consumer Out Of The Total Questions Offered To The Consumer By The Bot. Calculated At The Brand Level. | Survey For Messaging | Skill Engagement Campaign Lob End-point (Source Type) | Answer Count (Brand) / Sum([answer Count (Brand)) Per Question |
| Answered Question | Surveys | Messaging | The Number Of Questions Presented To The Consumer By The Bot And Were Responded By The Consumer With A Valid (Configured) Answer (Recognized By The Bot As A Valid Answer).* Used To Compare With The Metric Offered Question. When A Question Is Offered Multiple Times But Validly Answered Less Times There May Be An Issue With The Question Text (Behavioral Or Technical). | Survey For Messaging | Skill End-point (Source Type) | - |
| Avg. Duration Of Survey Availability | Surveys | Messaging | The Average Time A Survey Is Available To The Consumer. During This Time The Consumer May Respond To Presented Questions. Measured From The Time The Survey Is Offered By The Survey Bot Till The Time The Survey Is Closed.attributed To The Date/hour During Which The Survey Was Offered (Not Close Time Of The Survey). Format- [H]:mm:ss | Survey For Messaging | Skill Engagement Campaign Lob End-point (Source Type) | - |
| Avg. Time To Respond To Survey Question | Surveys | Messaging | The Time On Average Taken By The Consumer To Respond To A Question. Measured From The Time The Bot Presented A Question To The Time The Consumer Submitted A Response To That Question (Recognized Or Unrecognized By The Bot).attributed To The Time The Question Was Offered (Not Response Time).if No Response Was Given To The Question The Metric Will Be Associated With An Empty Cell In The Dashboard (Null).format- [H]:mm:ss | Survey For Messaging | Skill End-point (Source Type) | - |
| Closed Survey | Surveys | Messaging | The Number Of Survey Dialogs Which Were Closed. A Closed Dialog Is One That None Of The Participants Can Send Messages In. | Survey For Messaging | Skill Engagement Campaign Lob End-point (Source Type) | - |
| Closed Survey Rate | Surveys | Messaging | The Percentage (%) Of Survey Instances Closed With A Specific Outcome. Supported By The Survey Outcome Attribute (Filter).* Presents 100% When Not Filtered / Split By Outcome. | Survey For Messaging | Skill Engagement Campaign Lob End-point (Source Type) | Closed Survey / Sum(closed Survey) |
| Csat (Agent And Skill) | Surveys | Messaging | The Percentage Of Answers 4 Or 5 (Top Two Boxes) Out Of The Total Responses Submitted By Consumers To A Predefined Csat Question Type. Invalid Answers Unrecognized By The Bot Are Excluded From The Formula. Calculated At The Agent And Skill Level. | Survey For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Csat (Brand) | Surveys | Messaging | The Percentage Of Answers 4 Or 5 (Top Two Boxes) Out Of The Total Responses Submitted By Consumers To A Predefined Csat Question Type. Invalid Answers Unrecognized By The Bot Are Excluded From The Formula. Calculated At The Brand Level. | Survey For Messaging | Skill Engagement Campaign Lob End-point (Source Type) | - |
| Csat Score (Unified) | Surveys | Messaging | Csat Score For Closed Conversations (Including Unassigned). When Filtering By Date/time The Csat Score Will Be Associated With The Time The Conversation Ended. Contains Both Results From The First Generation Survey And The Survey Bot Driven Flows. | Survey For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | Number Of 4 Or 5 Responses / Number Of Responses |
| Csat_1 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "1" To A Predefined Csat Question. | Survey For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Csat_2 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "2" To A Predefined Csat Question. | Survey For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Csat_3 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "3" To A Predefined Csat Question. | Survey For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Csat_4 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "4" To A Predefined Csat Question. | Survey For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Csat_5 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "5" To A Predefined Csat Question. | Survey For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Dismissed Surveys | Agent Survey | Messaging | The Number Of Survey Forms Dismissed By An Agent. This Is Only Applicable If The Survey Has Non-required Questions. | Survey For Messaging | Agent Groupskill | - |
| Fcr (Agent And Skill) | Surveys | Messaging | The Percentage Of Answers Yes Out Of The Total Responses Submitted By Consumers To A Predefined Fcr Question Type. Calculated At The Agent And Skill Level. | Survey For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Fcr (Brand) | Surveys | Messaging | The Percentage Of Answers Yes Out Of The Total Responses Submitted By Consumers To A Predefined Fcr Question Type. Calculated At The Brand Level. | Survey For Messaging | Skill Engagement Campaign Lob End-point (Source Type) | - |
| Fcr_no (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "No" To A Predefined Fcr Question. | Survey For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Fcr_yes (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "Yes" To A Predefined Fcr Question. | Survey For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Fully Submitted Surveys | Agent Survey | Messaging | All Survey Forms That Were Fully Submitted Submission Will Be Counted As One Per Conversation Even If Submitted More Than Once. | Survey For Messaging | Agent Groupskill | - |
| Nps (Agent And Skill) | Surveys | Messaging | The Net Promoter Score Based On A Scale Of -100 To 100 And Derived From The Predefined Nps Question Type. Calculated At The Agent And Skill Level. | Survey For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Nps (Brand) | Surveys | Messaging | The Net Promoter Score Based On A Scale Of -100 To 100 And Derived From The Predefined Nps Question Type. Calculated At The Brand Level. | Survey For Messaging | Skill Engagement Campaign Lob End-point (Source Type) | - |
| Nps_0 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "0" To A Predefined Nps Question. | Survey For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Nps_1 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "1" To A Predefined Nps Question. | Survey For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Nps_10 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "10" To A Predefined Nps Question. | Survey For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Nps_2 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "2" To A Predefined Nps Question. | Survey For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Nps_3 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "3" To A Predefined Nps Question. | Survey For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Nps_4 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "4" To A Predefined Nps Question. | Survey For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Nps_5 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "5" To A Predefined Nps Question. | Survey For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Nps_6 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "6" To A Predefined Nps Question. | Survey For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Nps_7 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "7" To A Predefined Nps Question. | Survey For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Nps_8 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "8" To A Predefined Nps Question. | Survey For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Nps_9 (Agent And Skill) | Surveys | Messaging | The Number Of Times Consumers Responded "9" To A Predefined Nps Question. | Survey For Messaging | Agent Group Skill Engagement Campaign Lob End-point (Source Type) | - |
| Offered Agent Surveys | Agent Survey | Messaging | All Surveys That Were Presented To Agent No Matter How It Ended (Dismissed Timeouts Submitted Transferred) | Survey For Messaging | Agent Groupskill | - |
| Offered Question | Surveys | Messaging | The Number Of Times A Question Was Offered To A Consumer By The Bot. A Question Is Considered Offered When It Is Sent By The Bot To The Consumer In A Survey Dialog. Depending On The Survey Flow A Question May Be Offered More Than Once To A Consumer (Cycli Flows Retries Etc.). | Survey For Messaging | Skill End-point (Source Type) | - |
| Partially Completed Surveys | Agent Survey | Messaging | Number Of Survey Forms That Were Partially Completed. | Survey For Messaging | Agent Groupskill | - |
| Submission Rate | Agent Survey | Messaging | The Percentage (%) Of Submitted Survey Forms ( Partial Or Complete) Out Of The Number Of Opened Survey Forms | Survey For Messaging | Agent Groupskill | Submitted Agent Survey / Offered Agent Surveys |
| Submitted Surveys | Agent Survey | Messaging | All Survey Forms That Were Submitted (Partial Or Complete) Submission Will Be Counted As One Per Conversation Even If Submitted More Than Once. | Survey For Messaging | Agent Groupskill | Fully Submitted Surveys + Partially Completed Surveys |
| Time Out Surveys | Agent Survey | Messaging | The Number Of Open Survey Forms That Are Automatically Closed Based On Brand Specific Survey Timeout | Survey For Messaging | Agent Groupskill | - |
| Transferred Surveys | Agent Survey | Messaging | The Number Of Survey Forms Transferred To Another Skill Before Survey Form Submitted. | Survey For Messaging | Agent Groupskill | - |
Note: This table is based on the metrics available as of March 21, 2022. For the most recent updates and additional information, please refer to the official documentation.