Total number of conversations closed since the beginning of the day, increasing with each closure by a respondent. A conversation may include multiple contacts and be handled by multiple agents, Copilots, or experts.

Unique identifier assigned to a conversation to ensure tracking and traceability.

Unique identifier assigned to a conversation pushed to an agent’s interface.

Unique identifier linked to a customer for authentication, allowing the link between the customer ID and visitors who interacted via iAdvize. This identifier is stored by iAdvize and associated with the visitor’s record.

ID assigned by you to your visitors (custom data), enabling personalized identification within the platform.

Percentage of messages generated by the Copilot that received positive or negative feedback from customers, allowing the evaluation of automated response quality.

Percentage and number of conversations where the Copilot answered all the visitor’s questions, reflecting its autonomy in handling interactions.

Relevant terms extracted from conversations, reflecting the most frequently discussed topics by visitors.

Number of conversations and CSAT over a given period, allowing the evaluation of conversation evolution and customer satisfaction.

Ranking of conversation categories based on volume, identifying the most frequently addressed topics on the platform.

Detailed CSAT by conversation category, measuring customer satisfaction according to the discussed topics.

Excerpts of relevant messages identified in conversations, highlighting key interactions between visitors and respondents.

Customer feedback from satisfaction surveys, enabling the analysis of impressions regarding interactions with the Copilot or agents.

Number of active conversations, indicating real-time exchanges between visitors and agents.

Number of completed conversations after being handled by your agents, measuring the volume of finalized exchanges.

Number of agents currently connected per channel, available to respond to visitors.

Distribution of workload among agents, displaying the number of ongoing conversations.

Customer satisfaction rate, representing the percentage of visitors who gave a positive rating to their conversation with an agent.

CSAT = ((number of 4 + number of 5) / number of responses) * 100

Total number of transactions made following a conversation with an agent, reflecting the impact of exchanges on sales.

Total amount of revenue generated by conversations with agents, measuring the contribution of interactions to global revenue.

Percentage of conversations with agents that resulted in a transaction, assessing the effectiveness of exchanges in the purchase process.

Online Agents

Total number of connected agents, including human agents and Copilots, available to handle conversations.

Pending Conversations

Number of conversations not yet handled, indicating requests waiting for a response.

Ongoing Conversations

Number of currently active conversations, managed by agents or Copilots.

Paused Conversations

Number of temporarily suspended conversations, waiting to be resumed by an agent.

Closed Conversations

Total number of completed conversations, representing the volume of finalized exchanges over a given period.

Online Agent Distribution

Breakdown of connected agents by distribution group, allowing analysis of respondent availability based on assignment.

Customer Satisfaction (CSAT)

Percentage of customers satisfied with their conversation, based on ratings collected after each exchange.

CSAT = ((number of 4 + number of 5) / number of responses) * 100

Customer recommendation index, measuring the likelihood that a customer would recommend your service after an interaction.

NPS = (% of promoters) - (% of detractors)

Note:

Promoters: scores of 9 and 10 / total respondents. Detractors: scores of 0 to 6 / total respondents.

A positive NPS score is considered good.

Time to First Response

Average time elapsed before a visitor receives a first response, indicating the responsiveness of agents or the Copilot.

Resolution Time

Average time required to close a conversation, reflecting efficiency in handling customer requests.

Automated Conversations

Percentage of conversations handled by the Copilot, distinguishing between fully, partially, or non-automated interactions.

CSAT for Automated Conversations

Satisfaction rate for conversations managed by the Copilot, evaluating the quality of automated interactions.

CSAT = ((number of 4 + number of 5) / number of responses) * 100

Fully Automated Conversations

Number of conversations managed without human intervention, with distinctions between completed scenarios, abandoned scenarios, and failed transfers.

Partially Automated Conversations

Number of conversations requiring a transfer to an agent, categorized according to applied distribution rules.

Automated Conversations Distribution

Evolution and breakdown of automated conversations over time, differentiating between fully and partially automated interactions.

Rate of Undetected Intentions

Percentage of conversations where the Copilot did not identify an intention, highlighting opportunities to improve understanding of visitor requests.

Conversion Rate

Share of conversations that led to a transaction.

Number of transactions after conversation / closed conversations

👉 Based on transaction date

Revenue After Conversation

Revenue generated following a conversation, indicating the direct impact of exchanges on sales.

Sum of transaction amounts after a conversation

Transactions After Conversation

Total number of transactions completed after a conversation, measuring the contribution of interactions to overall sales volume.

Average Order Value After Conversation

Average amount spent per transaction after a conversation, compared to the site-wide average order value.

Time to Conversion

Elapsed time between the conversation and the transaction, reflecting how quickly an interaction influences a purchase.

Average time between the visitor's first message and the transaction

Revenue per Hour After Conversation

Average revenue generated per hour after a conversation, allowing performance analysis over a specific period.

Agent's revenue / production hours

Total number of visitors who initiated an interaction, indicating the volume of engagement over a given period.

A contact is created each time a conversation is pushed to a desk (agent, Copilot, bot, expert...). A single conversation can generate multiple contacts if it is transferred or resumed on another desk. The contact ends when the conversation is paused, transferred, or closed. It is updated at the time of conversation closure.
Note that a contact is counted even if there is no reply from the agent, bot, or expert.

Sum of contacts

Total number of messages sent by visitors, reflecting the activity of incoming exchanges.

Total number of messages sent by advisors or the Copilot, measuring the intensity of responses provided.

Number of visitors who sent a message without receiving a response, identifying opportunities to improve the response rate.

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

Average handling time

AHT

The average duration of all contacts handled (by agents, Copilot, experts, etc.).

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").

Average of duration for all contacts

 Triggered

The number of times a targeting rule has been triggered, as a consequence of visitors meeting the right criteria.

Displays
Displ.

The number of the channel's displays generated on the website over the period.

Response rate
Resp. rate

Share of displays that generated a contact.

Contacts / Displays

Average handling time

AHT

The average duration of all contacts handled (by agents, Copilot, experts, etc.).

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").

Average of duration for all contacts

Contacts with no response

Unanswered Cts

Number of visitors who sent a message without receiving a response, identifying opportunities to improve the response rate.

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

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.

Average of first message response time

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

Average of time taken between a visitor's last message and the end of contact by the agent.

Missed conversations estimate

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 conversations estimate (agents 100% busy)

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

Missed conversations estimate (agents absent)

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

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.

Missed revenue estimate (agents 100% busy)

T/O M. Busy

The estimated revenue missed out on because agents were 100% busy or because the conversation queue was full.

Missed transactions (agents fully occupied) x average order value after a conversation

Missed revenue estimate (agents absent)

T/O M. Absent

The estimated revenue 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 order value after a conversation

Missed transaction estimate (agents completely busy)

T.M. Busy

The estimated number of transactions missed out on because agents were 100% busy or because the conversation queue was full.

Missed contacts (agents fully occupied) x conversion rate after a conversation

Missed transactions (agents absent)

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 contacts (agents absent) x conversion rate after a conversation

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

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

Display time/Accumulated log-in time (in percentage)

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

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)

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

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 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)

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

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

Not in production rate

Not in 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

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

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

Unoccupancy

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

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

Occupancy time 

Max. Occ. Rate

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

Partly occupied

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

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