Conversation Lifecycle Metrics

Available Dimensions

Metrics table

Conversation Lifecycle

Business Definition

Logical Definition

Aggregator

Number Of Conversations Started

The total number of conversations that have started.

 Events Used:

  • chat.conversationStarted

Metric Condition:

  • Returns the number of times an event occurs.

Sum

Total Agent Messages

 The total number of messages sent by the agent during the entire conversation.

Events Used:

  • chat.agentChatlineSent

  • chat.scriptlineSent

  • chat.pushLinkSent

  • chat.suggestionSent

Metric Condition:

  • Returns the number of times an event occurs.

 Sum

Total Customer Messages

The number of messages sent by the customer during the entire conversation.

Events Used:

  • chat.customerChatlineSent

Metric Condition:

  • Returns the number of times an event occurs.

Sum

Initial Response Time

The amount of time between the first engagement of a conversation entering the queue and the first agent's response. This metric applies only to the first engagement of a conversation.

Events Used:

  • START: engagement.requested

  • END: chat.agentChatlineSent OR chat.scriptlineSent OR chat.pushLinkSent OR chat.suggestionSent

Metric Condition:

  • Returns the time between START and END events.

Sum

Conversation Duration

The total amount of time for the entire conversation.

Events Used:

  • START: chat.conversationStarted OR engagement.requested

  • END: chat.agentExited (conversation_outcome = resolved) OR chat.conversationEnded

Metric Condition:

  • Returns the time between START and END events.

Sum

Agent Handle Time

The total amount time agents spend online with a customer for all of the engagements within a conversation.

Events Used:

  • START: chat.agentEnterChat

  • END: chat.agentExited

Metric Condition:

  • Returns the time between START and END events.

Sum

Number Of Conversations Ended

A conversation is ended when an agent marks the last engagement in the conversation as resolved OR the conversation expires due to no response from the customer AND the conversation is not in the follow-up status.

Events Used:

  • chat.agentExited (conversation_outcome = resolved)

  • chat.conversationEnded

Metric Condition:

  • Returns the number of times an event occurs.

Sum

Conversations Placed In Follow Up

Number of conversations that are placed in follow up.

Events Used:

  • chat.agentExited (conversation_outcome = followUp)

Metric Condition:

  • Returns the number of times an event occurs; only for the first follow up event.

Sum

Engagements In Ended Conversations

Total number of async engagements for the conversations that have ended in the selected period.

Events Used:

  • engagement.requested (conversationID is unique)

Metric Condition:

  • Returns the number of times engagement.requested occurs.

Sum

Engagements Placed In Follow Up

Number of times engagements are put in the follow up state.

Events Used:

  • chat.agentExited (conversation_outcome = followUp)

Metric Condition:

  • Returns the number of times an event occurs.

Sum

Follow Up Response Timeouts

Number of times a conversation stays in follow up for longer than the allowed time.

Events Used:

  • chat.agentExited (conversation_outcome = followUp)

  • engagement.requested (followUpMode = 2)

Metric Condition:

  • Returns the number of times an event occurs.

Sum

Total Time Conversations In Follow Up

Total time that a conversation stays in follow up.

Events Used:

  • START: chat.agentExited (conversation_outcome = followUp) OR engagement.requested (followUpMode != null)

  • END: chat.agentExited (conversation_outcome = resolved) OR chat.conversationEnded

Metric Condition:

  • Returns the time between START and END events.

Sum

Total Times Customer Messaged In Follow Up

Number of times a customer messages while conversation is in follow up.

Events Used:

  • chat.agentExited (conversation_outcome = followUp)

  • engagement.requested (followUpMode = 3)

Metric Condition:

  • Returns the number of times an event occurs.

Sum