Definition of indicators

Conversations indicators

Conversations and Production report

 

Indicator Definition

Conversations closed 


The sum of all conversations closed.

Increases when the operator closes the conversation.

Conversations can be composed of several contacts, and, therefore, have been handled by several different agents, bots, or experts. 

Pending conversations 


The sum of conversations waiting in queues. These are either new conversations or conversations which came back to a conversation queue after being snoozed.

Ongoing conversations 
The sum of conversations that are available on the agents' conversation panels.


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.
 

 

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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

This indicator is calculated on the basis of 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 on the basis of 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
🆕


Share or sum of conversations in which a bot participated, with or without humans.

Fully automated conversations 🆕


Share or sum of conversations in which only bots participated.

Completion 🆕


Share or sum of fully automated conversations whose visitors have gone to the end of the scenario.

Drop off 🆕


Share or sum of fully automated conversations from which visitors left before the end of the bot scenario.

Transfer fails 🆕


Share or sum of fully automated conversations whose visitors should have been transferred to humans but could not because the destination queue was full.

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.

 

Handling indicators

These indicators allow you to measure your agents' productivity and responsiveness.

Contacts - Activity and Contacts - Responsiveness reports

 

Indicator Definition

Contacts


The number of contacts handled during the selected period for the Chat, Call and Video channels.

A contact is created when a conversation is pushed to a professional agent, expert, or bot. It ends when the conversation is being snoozed, transferred, or closed. A contact does not have to contain a response from the agent, bot or expert to be created.

A contact is created each time the conversation is pushed.
We can therefore have multiple contacts for a single conversation.

Simultaneous contacts
The average number of contacts handled simultaneously by an agent during the agent's log-in time.
Contacts per hour
The average number of contacts handled by an agent for an hour of production.
Average handling time (AHT)

Average duration of all contacts handled by agents or experts.

The duration of a contact is defined by the difference between the date the contact ended (closed, snoozed or transferred) and the date the contact was made available on the agent's desk (the "push").

🤖 Contacts handled by bots are excluded from this average. 


Number of messages received

The total number of messages received over the period in and out of the contacts.

Number of messages sent

The total number of messages sent over the period in the contacts.
Contacts with no response The number of contacts initiated by a visitor with no response from an agent. 
Response time

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.
🎥 Video type contacts are excluded from this indicator.
📞 Call type contacts are excluded from this indicator.



First message response time (1MRT)

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.


The waiting time is therefore not included in the calculation of this indicator.

 

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.
🎥 Video type contacts are excluded from this indicator.
📞 Call type contacts are excluded from this indicator.

Closing time

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.
🎥 Video type contacts are excluded from this indicator.
📞 Call type contacts are excluded from this indicator.



 

Presence indicators

These indicators allow you to measure your agent's presence and status.

Presence - Overview and Presence - Status reports

 

Indicator Definition

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.



Display rate

The percentage of the login time during which the channel was available on the website.

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.
Non-display rate
The percentage of the login time during which the channel was not available on the website.
Login time
The length of time during which agents were logged in. The length of time during which at least one agent was present.
Accumulated login time
The total period during which the agents were logged in to their conversation panel.
 
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. 
In production
The period during which an agent is logged in to the conversation panel and is available or busy.
Production 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
The period during which an agent is logged in to the conversation panel and is both unavailable and unoccupied.
 
Not in production 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
The period during which an agent is logged in to the conversation panel and is both available and unoccupied.
Unoccupancy 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
The period during which an agent is logged in to the conversation panel and is occupied to maximum capacity.
 
Maximum occupancy 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.

Partial occupancy 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.

Global occupancy time = 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

The percentage of displays having generated a contact.

Closed 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.

 

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 contact / Contacts 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
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.

Sum of transactions after conversation
Website transactions
The total number of transactions, all website visitors included.

Sum of site transactions
Average order value after a conversation
The average order value for transactions completed during or after a conversation.

Average amounts of transactions after conversation
Website AOV
The average order value, all website visitors included.
Average transaction amounts of the site
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
T/O per conversation
The average turnover generated after a conversation.

Website AOV / 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 conversations estimate
The estimated number of conversations that were missed because agents were 100% busy, offline, not in production, or because the conversation queue was full.  

Missed conversations estimate (agents absent)
The estimated number of conversations were missed because agents were absent, not in production, or because the conversation queue was full.  

Missed conversations estimate (agents 100% busy)
The estimated number of conversations that were missed because agents were 100% busy or because the conversation queue was full.  

Missed turnover estimate (agents 100% 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) 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

Missed transactions estimate (agents completely 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

Missed transactions estimate (agents 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