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.

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 a 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 base 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 base 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)

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, transfered, or closed. A contact is created each time the conversation is pushed. We can therefore have multiple contacts for a single conversation. The number of contacts replied and closed during the selected period for Social channels.
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)		The average duration of all contacts, the duration of a contact being defined by the difference between the end time (closed conversation, snooze period or transfer), and the time when the contact is made available on the agent's conversation panel (the "push").
Number of messages received		The total number of messages received over the period in 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		The average length of time between a customer's request and the agent's response in the contacts. The response time does not take special delays into account (waiting time, snoozed conversation, etc.).
First message response time (1MRT)		Average length of time between the availability of the contact on the agent's desk (the "push") and the agent's first response. Waiting time is therefore not included in the calculation of this indicator. If the agent does not send a message and pauses, this contact will not count in the calculation of this indicator.
Closing time		The average length of time between the visitor's last message and the moment when the agent closes the contact on the conversation panel.

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.
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
Conversion rate		The percentage of conversations which led to a transaction. Number of transactions / conversations closed
T/O after conversation		The total turnover of visitors who had a conversation and completed a transaction during or after the conversation.
Website turnover		The website's total turnover, all website visitors included.
Transaction after conversation		The total number of transactions from visitors who had a conversation and completed a transaction during or after the conversation.
Website transactions		The total number of transactions, all website visitors included.
Average order value after conversation		The average order value for transactions completed during or after a conversation.
Website AOV		The average order value, all website visitors included.
Time before purchase		The average time between the first exchange and the transaction.
T/O per conversation		The average turnover generated after a conversation.
TO after conversation / hour		The average turnover generated by an agent during an hour 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
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 that 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 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 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 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.

Definition of indicators