Conversations indicators
Conversations and Production report
Indicator | Definition |
Conversations closed |
The number of conversations closed since the start of the day. This number increases when a respondent closes a conversation. Conversations may be made up of several contacts, and may therefore have been handled by multiple agents, bots or experts. |
ID Conversation |
Unique identifier attached to a conversation. |
ID Contact |
Unique identifier attached to a conversation on an agent's conversation panel. |
ID Client |
Unique identifier attached to a customer to authenticate him or her. |
Pending conversations |
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Ongoing conversations | The number of conversations currently open on the respondent's console. |
Snoozed conversations |
Conversations snoozed by agents. Conversations go back to queues when their snooze period comes to an end or when the visitor sends a new message. |
Customer experience indicators
These indicators allow you to measure the experience you offer to your customers.
Customer experience report
Indicator | Definition |
First reply time |
The median time* during which your customers wait to get the first answer from one of your agents. *The median allows you to exclude extreme values. For example, you can exclude an agent who forgot to close a conversation. Sending time of the agent's first response - Sending time of the first message sent by the visitor. It does not consider the bot's responses. Nor the first automatic response (from the Chatbox Builder or from the settings > chat) This indicator is calculated based on conversations. |
Resolution time |
The median duration* of conversations closed over the period. *The median allows you to exclude extreme values. For example, you can exclude an agent who forgot to close a conversation. End date - sending time of the first message sent by the visitor This indicator is calculated based on conversations. |
Customer Satisfaction (CSAT) |
The percentage of clients satisfied with the conversations they have had with an agent, whether it was a professional agent, expert, or bot. The satisfaction rating applies to all respondents involved in the conversation (an agent who forwarded a conversation will, therefore, be assigned the same satisfaction rating as the agent who closed the conversation). CSAT = ((number of 4 + number of 5) / number of responses) * 100 |
Net Promoter Score (NPS) |
The Net Promoter Score evaluates customer advocacy represented by your visitors’ likelihood to recommend your brand to their friends, family, or colleagues. NPS = (% promoters) - (% detractors) NB: Promoters: scores of 9 and 10 / by the nb of respondents and detractors: grades from 0 to 6 / per nb of respondents. The NPS score is considered good when it is positive. |
Automation indicators
These indicators allow you to measure your automation strategy performance.
Automation report.
Indicator | Definition |
Automated conversations |
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Fully automated conversations |
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Completion |
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Drop off |
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Transfer fails |
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Partially automated conversations | Share or sum of conversations in which bots and humans participated. |
Not automated conversations |
Share or sum of conversations in which only humans participated. |
CSAT of your automated conversations |
CSAT of all conversations in which a bot participated, with or without humans. |
Intents fallback rate |
Share of conversations in which at least one intent detection has lead to a fallback. In the case of a conversation with multiple intent detections, only one fallback is required for the conversation to be considered in the Intents fallback rate, even if some were successful. |
Indicators linked to generative AI
These indicators allow you to measure the performance of your generative AI strategy.
You can find them in this article.
Handling indicators
These indicators allow you to measure your agents' productivity and responsiveness.
Team Activity - Activity & Responsiveness
Indicator | Definition | Formula |
Contacts |
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Sum of contacts |
Simultaneous contacts |
The average number of contacts handled simultaneously by an agent during the agent's log-in time. |
The average number of simultaneous contacts for the period |
Contacts per hour Cts/h |
The average number of contacts handled by an agent for an hour of production. This indicator is unavailable with a multi-site view |
Number of contacts handled / production time |
Average handling time (AHT) |
The average duration of all contacts handled (by agents, experts or bots). |
Average of duration for all contacts |
Number of messages received |
The total number of messages received over the period in and out of the contacts. | Sum of received messages |
Number of messages sent |
The total number of messages sent over the period in the contacts. | Sum of sent messages |
Contacts with no response (Unanswered Cts) |
The number of contacts initiated by a visitor with no response from an agent. | Sum of initiated contacts with no response |
Response time (RT) |
Average response time between a customer request and the agent's response within the contacts. Response time does not take into account out of contact delays (waiting time, paused conversation...). 🤖 Contacts handled by bots are excluded from this indicator. |
Average of time taken between a visitor message and agent response. NB. If a contact does not have a visitor message (e.g. following a snooze or transfer), the response time is calculated from the moment the conversation is assigned to the advisor (the push). |
First message response time (1st Msg. RT) |
The average time between the availability of the contact on the agent's or expert's desk (the "push") and the first response from the agent or expert.
If the agent does not send a message and pauses the conversation, this contact will not count in the calculation of this indicator.
🤖 Contacts handled by bots are excluded from this indicator. |
Average of 1MRT |
Closing time (Last Msg. CT) |
The average time between the last message from the visitor (within the contact) and the closing of the contact. If there is no message from the visitor within the contact, e.g. after a snooze, the availability of the contact on the agent's or expert's desk (the "push") is used for the calculation. 🤖 Contacts handled by bots are excluded from this indicator. |
Average of time taken between a visitor's last message and the end of contact by the agent. |
Presence indicators
These indicators allow you to measure your agent's presence and status.
Presence - Overview and Presence - Status reports
Indicator | Definition | Formula |
Connected respondents | The number of respondents connected for each channel used. | |
Occupation of respondents | An overview of how full your slots are. | |
Display time |
The length of time during which the channel was presented on the website. It is the time slot during which at least one agent was present and available on the channel. |
The sum of the periods during which at least one agent was available |
Display rate |
The percentage of the login time during which the channel was available on the website. |
Display time/Accumulated log-in time (in percentage) |
Non-display time |
The length of time during which the channel was not presented on the website even though at least one agent was present. |
Accumulated log-in time - Display time |
Non-display rate | The percentage of the login time during which the channel was not available on the website. |
Non-display time/Accumulated log-in time (in percentage) |
Login time |
The length of time during which agents were logged in. The length of time during which at least one agent was present. |
The sum of the periods during which at least one agent was connected to the discussion panel |
Accumulated login time |
The total period during which the agents were logged in to their conversation panel. |
Sum of the log-in time (connection to the discussion panel) of all agents. |
The maximum number of agents logged in |
The maximum number of agents logged in at the same time over a given period. // Social: the largest number of agents logged in at the same time simultaneously with the picking list open. |
Maximum (agents connected simultaneously) |
In production (In Prod.) |
The period during which an agent is logged in to the conversation panel and is available or busy. |
Sum of the unoccupation durations, partial activity and maximum occupation of each agent |
Production rate (Prod. Rate) |
The percentage of log-in time during which an agent is logged in to the conversation panel and is either available or busy. |
Length of time in production / accumulated login time |
Not in production (Not In Prod.) |
The period during which an agent is logged in to the conversation panel and is both unavailable and unoccupied. |
Sum of the duration of each agent where there is simultaneous unavailability and inoccupation |
Not in production rate (Not.Prod. Rate) |
The percentage of log-in time during which an agent is both unavailable and unoccupied. |
Length of time not in production / Accumulated login time |
Unoccupancy time (Unocc.) |
The period during which an agent is logged in to the conversation panel and is both available and unoccupied. |
Sum of the duration of each agent where there is simultaneous availability and inoccupation |
Unoccupancy rate (Unocc. Rate.) |
The percentage of the period in production during which an agent is logged in to the conversation panel and is both available and unoccupied. |
Length of time during which the agent was unoccupied / Period in production |
Fully occupied (Max. Occ.) |
The period during which an agent is logged in to the conversation panel and is occupied to maximum capacity. |
Duration of maximum occupation / Duration in production |
Occupancy rate (Max. Occ. Rate) |
The percentage of the period in production during which an agent is logged in to the conversation panel and is occupied to maximum capacity. | Duration of global occupation / Duration in production |
Partial occupancy (Part. Occ.) |
Time during which an agent is connected to the console while busy without having reached maximum occupancy. | Sum of the durations of each agent where there is occupancy but not maximum occupancy |
(Part. Occ. Rate) |
The percentage of the period in production during which an agent is logged in to the conversation panel and is partially occupied. |
Length of time during which the agent was partially occupied / Length of time during which the agent was in production |
Global occupancy time |
The period during which an agent is logged in to the conversation panel and is partially occupied or occupied to maximum capacity. |
Maximum occupancy + Partial occupancy |
Global occupancy rate |
The percentage of the period in production during which an agent is logged in to the conversation panel and is partially occupied or occupied to maximum capacity. |
Overall occupancy time / Length of time in production |
Customer engagement indicators
These indicators allow you to optimize your targeting strategy.
Contacts - Activity report filtered by targeting rule or campaign
Indicator | Definition |
Engagement rate | Number of conversations initiated / Number of displays |
Response rate |
Contacts / Displays |
Displays |
The number of the channel's displays generated on the website over the period. |
Triggered |
The number of times a targeting rule has been triggered, as a consequence of visitors meeting the right criteria. |
Coverage rate (unavailable in the admin) | Number of triggers / Number of page view |
Exploitation rate (unavailable in the admin) | Number of displays / Number of triggers |
Sales indicators
These indicators allow you to measure your sales performance with iAdvize.
Sales - Activity report
Indicator | Definition | Formula |
Conversion rate | The percentage of conversations that led to a transaction. Number of transactions/conversations closed |
Transactions after conversation / conversations handled |
T/O after conversation |
The total turnover of visitors who had a conversation and completed a transaction during or after the conversation. |
Sum of the amounts of transactions after a conversation |
Website turnover (TO) |
The website's total turnover, all website visitors included. |
Sum of transaction amounts of the site |
Transaction after conversation |
The total number of transactions from visitors who had a conversation and completed a transaction during or after the conversation. |
Number of transactions after conversation |
Website transactions |
The total number of transactions, all website visitors included. |
Number of website transactions |
Average order value (AOV) after a conversation |
The average order value for transactions completed during or after a conversation. |
Average amounts of transactions after a conversation |
Website AOV |
The average order value, all website visitors included. |
Average transaction amounts of the website |
Time before purchase |
The average time between the first exchange and the transaction. |
The average time between the first message of the visitor and the transaction |
TO per conversation |
The average turnover generated after a conversation. |
AOV after a conversation / number of conversations |
TO after conversation/hour |
The average turnover generated by an agent during an hour of production. |
TO of an agent/hours of production |
Indicators related to missed contact opportunities
These indicators estimate the number of conversations you could have handled along with the turnover these conversations could have generated.
Contacts - Opportunities and Sales - Opportunities reports
Indicator | Definition | Formula |
(Missed Contacts Estim.) |
The estimated number of conversations that were missed because agents were 100% busy, offline, not in production, or because the conversation queue was full. | Total displays missed x Engagement rate on the targeting rule on the last 15 days |
(Missed Contacts : absent) |
The estimated number of conversations were missed because agents were absent, not in production, or because the conversation queue was full. | Missed displays (agents absent) x Response rate |
(Missed Contacts : busy) |
The estimated number of conversations that were missed because agents were 100% busy or because the conversation queue was full. | Missed displays (agents fully occupied) x Response rate |
(T/O M. Busy) |
The estimated turnover missed out on because agents were 100% busy or because the conversation queue was full. | Missed transactions (agents fully occupied) x average basket after a conversation |
Missed turnover estimate (agents absent) (T/O. M. Absent) |
The estimated turnover missed out on because agents were not logged in or not in production, or because the conversation queue was full. | Missed transactions (agents absent) x average basket after a conversation |
(T. M. Busy) |
The estimated number of transactions missed out on because agents were 100% busy or because the conversation queue was full. | Missed transactions (agents fully occupied) x conversion rate after a conversation |
(T. M. Absent) |
The estimated number of transactions missed out on because agents were not logged or not in production, or because the conversation queue was full. |
Missed transactions (agents absent) x conversion rate after a conversation |
Indicators related to the Video channel
Added to the API, these indicators are not available in the iAdvize solution administration reports.
You can find details of this information by salesperson and salesperson group.
Indicator | Definition |
Pick-up rate | Number of conversations picked up by sellers. |
Pick-up time | Time elapsed between the visitor's video request and the advisor picking up the call. |
Video call duration | Duration of the video exchange between the visitor and the sales assistant |
You can filter the volume of conversations and the CSAT, irrespective of whether or not there was a video exchange. |