Knowledge Center

Reporting Metrics

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

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

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

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For all the data API's please see our Developer Center.
More information on the Analytics Builder can be found here.
More information on the Messaging dashboards can be found here.
More information on the Live Chat dashboards can be found here.

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

ℹ️ You can use the links on the right hand side of the page to switch between the different metric tables based on their channels.

Chat

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 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 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
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 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
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	-
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 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) 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) Viewed (Chat)	Agent Productivity	Chat	Number Of Secure Forms Viewed By The Consumer During A Chat	Agent Activity	Agent Group Skill Engagement Campaign Lob	-
Non Engaged Rate	Agent Utilization	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 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)	-
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 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 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
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 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

Messaging

Metric	Analysis Type	Channel	Description	Dashboard	Filtered By	Formula (Optional)
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 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 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 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
Logged In Time	Agent Status	Messagingchat	Cumulative Agents Logged In Time (Hh:mm)	Agent Activity	Agent Group	-
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 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 (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 (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 (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	-
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
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.	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	<Null>
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	<Null>
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	<Null>
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	<Null>
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	<Null>
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	<Null>
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	<Null>
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	<Null>
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	<Null>
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	<Null>
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	<Null>
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	<Null>
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	<Null>
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 The 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
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	<Null>
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	-

Standalone

Metric	Analysis Type	Channel	Description	Dashboard	Filtered By	Formula (Optional)
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)
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 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	-
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	-

<Null>

Metric	Analysis Type	Channel	Description	Dashboard	Filtered By	Formula (Optional)
Avg. No. Of Agent Responses Per Conversation	Agent Productivity	<Null>	Average Number Of Responses Provided By An Agent During A Conversation	Agent Operations	<Null>	-
Survey Take Rate	Surveys	<Null>	The Percentage Of Conversations Handled By An Agent Where The Consumer Submitted A Survey Answering A Predefined Csat Question Type.	Agent Operations	<Null>	-