Table of Contents
Work in progress
We’ll continue to build this glossary to document and define every metric available in OOTB reports and Insight Builder.
This page contains metrics definitions found in OOTB reports and Insight Builder and organized by dataset.
This list is not exhaustive and currently only includes the Conversation Metrics dataset relevant to Sidekick.
| Metric | Description |
|---|---|
| Assisted Conversation (yes/no) | Whether Sidekick assisted in the Conversation. Assisted Conversations include Automated Resolutions, Conversations that were Auto-Closed by Sidekick, and Conversations where Sidekick started to assist and then handed off the Conversation to an Agent. |
| Unexpected Handoff (yes/no) | A “Yes” flag for this field indicates that Sidekick began assisting the Customer and then handed off to an Agent to resolve the Conversation for a reason other than what was specified by the Thread. Unexpected handoffs are infrequent and are not counted as a billable Sidekick-Assisted Conversation. |
| Handed off By Sidekick (yes/no) | A Conversation where Sidekick started to assist the Customer and then handed off the Conversation to an Agent to resolve. This includes both Expected Handoffs, which are configured in a Thread, and Unexpected Handoffs, which are the result of a Sidekick error. |
| Automated Resolution (yes/no) | A “Yes” flag for this field indicates that Sidekick completed the steps specified in the Thread without handing off to an Agent. |
| Handed Off At Date | The date when Sidekick handed off the Conversation to an Agent. This includes all types of Agent handoffs. |
| Resolved At Date | When Sidekick resolved the Conversation. |
| Count of Unassisted Conversations | The number of Conversations classified but not assisted because no relevant Thread exists. |
| Count of Assisted Conversations | The total number of Conversations where Sidekick acted to support the Customer. It includes Resolutions, Auto-Closed Conversations, and Handoffs (” Hero-Assisted Handoffs” + “Insufficient Message Handoffs”). Assisted Conversations is the unit of measurement for Sidekick billing. |
| Count of Automated Resolutions | The number of Conversations where Sidekick completed the steps specified in the Thread without handing off to an Agent. |
| Count of Handed off Conversations | The number of Assisted Conversations that were handed off by Sidekick. |
| Total Conversation Handle Time | Total time spent by an Agent on a Conversation. |
| Average Conversation Handle Time | Count of Handed-off Conversations |
| Assisted – Total Conversation Handle Time | Total time that Agents spent working on Conversations that Sidekick assisted. |
| Assisted – Average Conversation Handle Time | The average amount of time spent by Agents on Conversations that Sidekick assisted. |
| Handed-Off – Total Conversation Handle Time | The total amount of time spent by Agents working on Conversations handed off by Sidekick. |
| Handed-Off – Average Conversation Handle Time | Average time spent working on Conversations handed off by Sidekick. |
| Unassisted – Total Conversation Handle Time | The total amount of time spent by Agents on Conversations where Sidekick did not assist. |
| Unassisted – Average Conversation Handle Time | The total amount of time spent by Agents on Conversations where Sidekick did not assist. |
| % of Assisted Conversations | % of all Conversations that Sidekick assisted (including Voice). |
| % of Handed-Off Conversations | % of all Conversations that Sidekick handed off. |
| % of Automated Resolutions | % of all Conversations that Sidekick automatically resolved. |
| Total Thread Duration | Total time between when the first Thread started and the last Thread ended. |
| Average Thread Duration | Average time between when the first Thread started and the last Thread ended. |
| Thread Duration | The duration of time since the first Thread started and, if it has ended, the end time. |
| No Response Auto-Closed Conversation | Conversations where Sidekick started to assist the Customer and then auto-closed the Conversation after the Customer stopped responding. Sidekick will wait for two hours after the Customer’s last reply before auto-closing a Conversation that the Customer has abandoned. |
| Count of No Response Auto-Closed Conversations | Count of Conversations Sidekick started to assist the Customer and then auto-closed the Conversation after the Customer stopped responding. Sidekick will wait for two hours after the Customer’s last reply before auto-closing a Conversation that the Customer has abandoned. |
| Count of Long-Waiting Conversations | The number of Conversations waiting longer than 24 hours and not auto-closed by Gladly. |
| Count of Waiting Conversations | The number of Conversations waiting longer than 24 hours and not auto-closed by Gladly. |
| Count of Unexpected Handoffs | The number of Conversations unexpectedly handed off by Sidekick. |
| % of Unexpected Handoff Conversations | % of all Conversations unexpectedly handed off by Sidekick. |
| Sidekick Conversation Channel | The Channel in which Sidekick is operating. |
| Waiting Conversation (yes/no) | Whether the Conversation is waiting for a response from a Customer. |
| Long-Waiting Conversation (yes/no) | Whether the Conversation is waiting for a response from a Customer for longer than 24 hours. |
| Company Address | An organization’s sub-brand in Sidekick. Typically based on the sub-brand’s website or mobile app domain. |
| All Thread Names | Contains the names of all Sidekick Threads that were run during the course of the Conversation. |
| First Thread Name | An organization’s sub-brand in Sidekick is typically based on the sub-brand’s website or mobile app domain. |
| Timestamp First Thread Started At | The time in which the first Thread started in this Conversation. |
| Last Thread Name | The name of the last Thread started in this Conversation. |
| Timestamp Last Thread Started At | The time in which the last Thread started in this Conversation. |
| Timestamp Sidekick Conversation Received At | The time in which Sidekick first received the Conversation before it was assisted. |
| Conversation Classified (yes/no) | Whether the Conversation was classified by Sidekick. |
| Conversation Thread Run (yes/no) | Whether a Thread has run in this Conversation. |
| Classification Topic Hierarchy | The full Classification Hierarchy for this conversation. eg “Returns > Return Shoes > Return Heeled Shoes.” Note that this Classification applied by Sidekick is different from the Topics applied when closing a typical Conversation in Gladly |
| Classification Topic Tier 1 | The first tier of Sidekick classification. For example, “Returns” in the “Returns > Return Shoes > Return Heeled Shoes” hierarchy. |
| Classification Topic Tier 2 | The second tier of Sidekick classification. For example, “Return Shoes” in the “Returns > Return Shoes > Return Heeled Shoes” hierarchy. |
| Classification Topic Tier 3 | The third tier of Sidekick classification. For example, “Return Heeled Shoes” in the “Returns > Return Shoes > Return Heeled Shoes” hierarchy. |
| % of Conversations in Classification Topic | Percentage of all conversations that Sidekick classified in this topic. |
| Total Conversations in Classification Topic | The number of Conversations Sidekick classified in this topic. |
| Insufficient Message Handoff (yes/no) | A “Yes” flag in this field indicates that this was a Conversation in which Sidekick began assisting the Customer but then handed off to an Agent to Resolve the inquiry because the Conversation lacked sufficient information for Sidekick to complete the steps specified in the Thread. |
| Count of Insufficient Message Handoffs | The count of Conversations in which Sidekick began assisting the end-Customer but then handed off to an Agent to Resolve the inquiry because the Conversation lacked sufficient information for Sidekick to complete the steps specified in the Thread. Note that this Conversation outcome only applies to Legacy Threads. |
| Sidekick Channel-Enabled Conversation | Sidekick Channel-enabled Conversations are Addressable Conversations in Channels where your company has activated Sidekick. |
| Sidekick Addressable Conversation | Whether this is a Conversation where Sidekick could be enabled. |
| Count of Unassisted Conversations | Conversations where Sidekick was able to classify the Conversation (to understand the Customer’s intent), but where no Threads exist. |
Definitions coming soon for the following datasets #
- Agent Events
- Agent Metrics
- Contact Metrics
- Conversation Events
- Task Events
- Task Metrics
