Conversion Lifecycle Metrics
Available Dimensions
- AC Engagement State
An engagement based dimension which represents the deepest state Agent Coach reached within an engagement. Possible values: Unknown, Disabled, Enabled, Displayed, or Sent.
- AC Recommendation Filtering Enabled The type of agent coach recommendation that is selected by the agent. All possible Values: Direct Send, Edit Send, No Action
- AC Type of Recommendation Selected The type of agent coach recommendation that is selected by the agent. All possible Values: Direct Send, Edit Send, No Action
- Agent The agent username.
- Agent Attribute An attribute (name/value pair) assigned to an agent within Portal. An agent can have zero or more attributes assigned.
- Agent Attribute List
- Agent Desktop Web Tool
- Agent Group The name assigned to a group of agents.
- Agent Group to Agent A transfer path showing the agent group from to the agent to.
- Agent Group to Agent Group A transfer path showing the agent group "from" to the agent group "to."
- Agent Group to Business Unit A transfer path from the agent group to a business unit.
- Agent Number
- Agent to Agent A transfer path showing the agent from to the agent to.
- Agent to Agent Group A transfer path showing the agent from to the agent group to.
- Agent to Business Unit A transfer path showing the agent from to the business unit to.
- Agent Type The type of agent, either live or virtual.
- Assisted Date
- Automaton Answer
- Automaton Attribute An attribute assigned to an automaton within Portal.
- Automaton Instance The name of the automaton based on its automation ID.
- Automaton Node The name of the node used for the automaton. The node is a page within the automaton.
- Automaton Node Attribute An attribute assigned to an automaton node within Nuance Portal.
- Automaton Node Path The path of the node within the automaton.
- Automaton Outcome The description of the outcome for the automaton.
- Automaton Outcome Type The outcome type for the automaton. (Completed / Abandoned / Refused / Not Completed)
- Automaton Question
- Automaton Question Answer
- Automaton Started By The automaton is started by the agent, an automaton or abusiness rule.
- Automaton Type A name for the type of automaton.
- Browser Type Name of the browser used by the customer.
- Browser Version Version number of the browser used by the customer.
- Business Rule Name of the business rule.
- Business Rule Agent Attribute An attribute assigned to an agent within Portal that is used by the business rule for routing purposes.
- Business Rule Custom Attribute An attribute assigned to a business rule in Portal.
- Business Rule Launch Type The type of business rule (PRO / C2C / C2Call) launched.
- Business Unit Name of the business unit.
- Business Unit to Agent A transfer path showing the business unit that transferred the message (from) and the agent that received the message (to).
- Business Unit to Agent Group A transfer path showing the business unit from to the agent group to.
- Business Unit to Business Unit A transfer path from one business unit to another.
- Channel Name of the channel being used.
- Client Name of the client being used.
- Constant
- Contact Reason
- Content Version
- Conversation ID Identification number assigned to a conversation.
- Conversation Date
- Country Code
- Customer ID Identification assigned to a customer.
- Device Type The type of device (standard, phone, tablet, CEAPI, or SMS) used by the customer.
- Disposition The name of the disposition specified by the agent when the session is closed.
- Disposition List The name of all the dispositions specified by the agent when a session is closed.
- Engagement Attribute An attribute assigned to an engagement within Portal.
- Engagement Attributes List
- Engagement ID
- Engagement Start Date
- Engagement Start Period
- Engagement Tags
- In HOP The value is true if within hours of operation as set in Portal. Otherwise the value is false.
- Intent Recognized
- Intent Type
- Interaction Tags
- KB Article
- Link URL
- List Routing Attributes
- Nina Confidence Score
- Non Contact Reason
- Operating System Type The name of the customer's operating system (Windows, iOS, Android, Linux, Mac OS, or CEAPI)
- Order ID
- Order Attribute An attribute assigned to an order in Portal.
- Order Other Info
- Order Type
- Outcome Subtype
- Outcome Type
- Page The name of a group of URLs.
- Product The name of the product a customer purchases.
- Product Attribute An attribute assigned to a product in Portal.
- Product Attributes List
- Product Type
- Queue Threshold The threshold applied to the business rule used to determine exposure based on agent availability.
- Region Code
- Script Line Text of a script line, verbatim, used by the agent or virtual assistant.
- Session Attribute An attribute assigned to a session in Portal.
- Session Attributes List
- Strategy Name
- Strategy Type
- Sync Type
- Topic Level
- Transfer Agent From
- Transfer Agent To
- Transfer Business Unit From
- Transfer Business Unit To
- Video Name The name of the video.
- Virtual Agent Type The type of virtual assistant used for an engagement.
- Visitor
- Visitor Attribute An attribute assigned to a visitor in Portal.
- Visitor Attributes List
Metrics table
|
Conversion Lifecycle |
Business Definition |
Logical Definition |
Aggregator |
|---|---|---|---|
|
Agent Coach Conversions When Recommendation Used |
The number of assisted conversations that occurred within the sale qualified period, where Agent Coach was used by the agent. |
Events Used:
Metric Condition:
|
Sum |
|
Agent Coach Units When Recommendation Used |
The number of assisted conversion units that occurred within the sale qualified period where Agent Coach was used by the agent. |
Events Used:
Metric Condition:
|
Sum |
|
Cobrowse Assisted Conversion Count |
The number of conversions where a cobrowse session was used by the customer. |
Events Used:
Metric Condition:
|
Sum |
|
Engagement Conversions |
The total number of conversions that occurred following an engagement, whether it was sale qualified or not, but occurred during the sale qualified period. The number of assisted conversions that occurred within the sale qualified period. A conversion is a sale that is associated with an engagement. For a sale to qualify as a conversion it must meet the following:
|
Events Used:
Metric Condition:
|
Sum |
|
Engagement Conversion Units |
The total number of conversion units that occurred following an engagement, whether it was sale qualified or not, but occurred during the sale qualified period. The number of products or units sold on assisted engagements within the sale qualified period. |
Events Used:
Metric Condition:
|
Sum |
|
Engagement Conversion Value |
The total value of conversions that occurred following an engagement, whether it was sale qualified or not, but occurred during the sale qualified period. The value of conversions that occurred within the sale qualified period. For a sale to qualify as a conversion it must meet the following:
|
Events Used:
Metric Condition:
|
Sum |
|
Shared Ctrl Cobrowse Conversion Count |
The number of conversions where a shared control cobrowse session was used by the customer. |
Events Used:
Metric Condition:
|
Sum |
|
Total Time To Engagement Conversion |
The amount of time in seconds from assisted to the conversion. |
Events Used:
Metric Condition:
|
Sum |
