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 |