Analytics glossary
Reply time (avg)
Term name Reply time (avg) Purpose Track the average length of time a customer has to wait before they receive a reply from you. This is a customer po...
Dropoff rate (%)
Term name Dropoff rate (%) Purpose Track how many chat visitors begin a chatbot flow in your chat widget but do not complete the chatbot flow. Use thi...
Click-through rate (%)
Term name Click-through rate (%) Purpose Determine if visitors are finding the articles they’re searching for. Low click-through rate could indicate t...
Search results (avg)
Term name Search results (avg) Purpose Ensure that there is content in the knowledge base for information that visitors care about. Keywords with no r...
Total searches
Term name Total searches Purpose Track how frequently keywords are searched. This can help identify gaps in content if readers are constantly searchin...
Page views
Term name Page views Purpose Understand which knowledge base pages your users visit the most. You can use this information to determine if an article ...
Unique visitors
Term name Unique visitors Purpose Understand the reach of your knowledge base. Use this information to help inform and improve your discoverability st...
Total views
Term name Total views Purpose Understand the general volume of traffic for your knowledge base and check engagement. Definition Count of total page vi...
Unique views
Term name Unique views Purpose Understand how widespread the reach of a page  is in order to improve discoverability or accessibility. Definition Coun...
AI resolution rate (%) [beta]
⚠️ AI Answers is in private beta. This article may require final changes before the feature is available to all customers. Term name AI resolution r...
AI success rate (%) [beta]
⚠️ AI Answers is in private beta. This article may require final changes before the feature is available to all customers. Term name AI success rate...
AI answer rate (%) [beta]
⚠️ AI Answers is in private beta. This article may require final changes before the feature is available to all customers. Term name AI Answer Rate ...
AI participation rate (%) [beta]
⚠️ AI Answers is in private beta. This article may require final changes before the feature is available to all customers. Term Name AI Participatio...
Time to completion (avg)
Term name Time to completion (avg) Purpose Track how long it takes for your chat visitor to complete your chatbot flow. This will give you a better se...
Deflection rate (%)
Term name Deflection rate (%) Purpose Track how often your chatbot flow fully resolves a chat visitor’s inquiry. This helps you understand how much yo...
Chats deflected
Term name Chats deflected Purpose Track the number of times your chatbot flow fully resolves a chat visitor’s inquiry. This helps you understand how m...
Flows completed
Term name Flows completed Purpose Track how many chat visitors complete a chatbot flow in your chat widget. This metric helps you understand how often...
Flows initiated
Term name Flows initiated Purpose Track how many chat visitors began a chatbot flow in your chat widget. This helps you understand the “reach” of your...
Articles updated
Term name Articles updated Purpose Understand how many knowledge base articles were updated by content editors. Use this metric to gauge the output of...
Articles viewed
Term name Articles viewed Purpose Determine if time is spent maintaining large portions of the knowledge base that are not being visited. You can use ...
Archived with reply
Term name Archived with reply Purpose Track handled conversations that required interaction with your customers, as opposed to conversations that were...
Messages with SLA
Term name Messages with SLA Purpose Track messages where your team was expected to respond within an SLA.   Example use case: Comparing Messages with...
Conversations tagged
Term name Conversations tagged Purpose Track the volume of conversations in which any activity occurred.    Example use case: Spot unusual volumes and...
Messages with templates
Purpose Show overall usage of shared message templates. Although not always possible for every team, a high number indicates the team’s communication ...
Messages received
Term name Messages received Purpose Track volume of incoming communications. Is especially useful if the number of messages per conversation varies wi...
Messages sent
Term name Messages sent Purpose Track volume of outgoing communications. A good indicator of overall work accomplished by teammates.   Example use cas...
Total reply time (avg)
Term name Total reply time (avg) Purpose Total time your customer spent waiting for replies across the entire conversation.    Example use case: Under...
Replies sent
Term name Replies sent Purpose Track the volume of work produced by your teammates, focusing on replies to clients.   Example use case: As a support a...
Conversation stages metrics glossary
New resolution metrics are available in the Overview report in analytics to help you accurately track when conversations have concluded. Check out ...
Archived conversations
Term name Archived conversations Purpose Track conversations that were handled during the time period of the report and required no more actions at th...
Conversation segments
Term name Conversation segments Purpose Creates segmentation for long conversations. It is especially useful for channels such as chat or SMS, where c...
Message templates sent
Purpose Illustrate how often a teammate is making use of team  message templates to increase efficiency. Differences in team message template usage a...
Reopened conversations
Term name Reopened conversations Purpose Track the volume of work on previously-archived conversations.    Example use case: When reopened conversatio...
Customer reply rate (%)
Purpose Illustrate whether the message sent by the teammate was interesting or useful enough to receive a reply from the customer. Definition Percenta...
SLA achievement (%)
Term name SLA achievement (%) Purpose Track whether you are hitting your SLA goals as a team.   Example use case: As a team, you agree to meet your 2-...
Active teammates
Term name Active teammates Purpose Track team capacity during a report period or during specific times of day.   Example use case: Comparing the heatm...
Satisfaction score (avg)
Term name Satisfaction score (avg) Purpose Track the overall satisfaction of your customers with your product or service. For more information, refer ...
Satisfaction score (%)
Term name Satisfaction score (%) Purpose Track the overall satisfaction of your customers with your product or service. For more information, refer to...
Removed this period
Term name Removed this period Purpose Track specific processes where tags are not there to stay, similar to SLA breaches.   Example use case:  Your te...
Added this period
Term name Added this period Purpose Track specific processes where tags are not there to stay, similar to SLA breaches.   Example use case:  Your team...
Conversations with tag changes
Term name Conversations with tag changes Purpose Track specific processes where tags are not there to stay, similar to SLA breaches.   Example use cas...
Tag duration (avg)
Term name Tag duration (avg) Purpose Track specific processes where tags are not there to stay, similar to SLA breaches.   Example use case:  Your tea...
SLA breaches
Term name SLA breaches Purpose Track conversations where you were too slow in getting back to your customers.   Example use case: Check how often brea...
Conversations in breach at end
Term name Conversations in breach at end Purpose Track how many conversations are still in SLA breach at the end of the time period of a report.   Exa...
Open at start
Term name Open at start Purpose Track work from previous periods that carried over to this period.   Example use case: If your team starts each period...
First reaction time (avg)
Term name First reaction time (avg) Purpose Track the average length of time for the first action on a new conversation. This is a useful metric if yo...
Open at end
Term name Open at end Purpose Track work not yet completed at the end of the time period.   Example use case: If your team ended the period with a hig...
Handle time (avg)
Term name Handle time (avg) Purpose Track the amount of time spent crafting a response. This is an internal/productivity point-of-view metric focused ...
New workload
Term name New workload Purpose Track new workload to be tackled.   Example use case: See additional conversations that required attention each day, wh...
Messages sent (excluding replies)
Term name Messages sent (excluding replies) Purpose Track the volume of work your teammates have produced by focusing on conversations they initiated....
First reply time (avg)
Term name First reply time (avg) Purpose Track the average length of time a customer has to wait initially before they receive a reply from you.  This...
Closed workload
Term name Closed workload Purpose Track workload that has been completed.   Example use case: See all conversations where attention is no longer requi...
Active conversations
Term name Active conversations Purpose Track the volume of conversations in which any activity occurred.    Example use case: Spot unusual volumes and...
Moved into inbox
Term name Moved into inbox Purpose Track new work coming from a different inbox.   Example use case: If your company has an escalation system to move ...
SLA breach time (avg)
Term name SLA breach time (avg) Purpose Track how quickly your team reacted to an SLA breach, once triggered.   Example use case: In addition to monit...
SLA warnings
Term name SLA warnings Purpose Track replies that are approaching SLA breach, but not yet in breach. This acts as a warning signal for you to attend t...
Conversations tagged %
Term name Conversations tagged % Purpose Track how impactful a certain tag is. Tags can represent anything you need them to.   Example use case: Creat...
Reaction time (avg)
Term name Reaction time (avg) Purpose Track the average length of time for an action to be taken on a new conversation after a new inbound is received...
New conversations
Term name New conversations Purpose Track new work resulting from a new inbound or outbound message.   Example use case: Seeing many messages, but few...
Touched conversations
Term name Touched conversations Purpose Measure collaboration and contribution by looking at all conversations where your teammates helped in some for...
Moved out of inbox
Term name Moved out of inbox Purpose Track work being escalated or reassigned to a different inbox.   Example use case: High values for Moved out of ...
Archived without reply
Term name Archived without reply Purpose Track handled conversations that did not require an interaction with your customers.   Example use case: Chec...
Assigned conversations
Term name Assigned conversations Purpose Measure the amount of work owned by a specific teammate.    Example use case: Easily see who has too much on ...