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 and all handoffs |
Unexpected Handoff (yes/no) | Whether Sidekick resolved this Conversation |
Handed off By Sidekick (yes/no) | Whether Sidekick unexpectedly handed off the Conversation |
Idle Handoff (yes/no) | Whether this conversation was handed off due to the Conversation exceeding idle time. |
Automated Resolution (yes/no) | Whether Sidekick resolved the Conversation |
Handed Off At Date | When Sidekick handed off the Conversation. This includes all 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 number of classified Conversations where a Thread exists and at least one ran. |
Count of Automated Resolutions | The number of Assisted Conversations that were completed without a handoff. |
Count of Handed off Conversations | The number of Assisted Conversations that were handed off by Sidekick. |
Total Conversation Handle Time | Total time spent working on a Conversation. |
Average Conversation Handle Time | Count of Handed-off Conversations |
Assisted – Total Conversation Handle Time | Total time spent working on Assisted Conversations, including Automated Resolutions. |
Assisted – Average Conversation Handle Time | Average time spent working on Assisted Conversations, including Automated Resolutions. This is the average handle time across all assisted Conversations in the query, without automated resolutions and no response auto-closed. |
Handed-Off – Total Conversation Handle Time | Total handle time of Conversations Sidekick handed off. |
Handed-Off – Average Conversation Handle Time | Average time spent working on Conversations handed off by Sidekick. |
Unassisted – Total Conversation Handle Time | Total time spent on Conversations that Sidekick did not assist. |
Unassisted – Average Conversation Handle Time | Average time spent working on Conversations that were classified but were not assisted because no relevant Thread exists. |
% 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 | The number of Long-Waiting Conversations that have been waiting longer than 24 hours since the start of the first Thread and have been auto-closed. |
Count of No Response Auto-Closed Conversations | The average time between when the first Thread started and the last Thread ended. |
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 Sidekick is evaluating or communicating in the Conversation. |
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. |
All Thread Names | All of the names of Threads run for the Conversation. |
First Thread Name | Name of the first Thread that started the Conversation |
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. |
Automated Resolutions – Agent Hours Saved | The number of hours Sidekick saved Agents by completing Automated Resolutions. Configured by Average Handle Time * Count of Automated Resolutions. |
Hero-Assisted Handoffs – Agent Hours Saved | The number of hours Sidekick saved agents by performing Hero-Assisted Handoffs. Configured by (Unassisted Average Handle Time – Assisted Average Handle Time) * Count of Hero-Assisted Handoffs). |
Classification Topic Hierarchy | The full Classification Hierarchy for this conversation. eg “Returns > Return Shoes > Return Heeled Shoes.” |
Classification Topic Tier 1 | The first tier of classification. For example, “Returns” in the “Returns > Return Shoes > Return Heeled Shoes” hierarchy. |
Classification Topic Tier 2 | The second tier of classification. For example, “Return Shoes” in the “Returns > Return Shoes > Return Heeled Shoes” hierarchy. |
Classification Topic Tier 3 | The third tier of 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) | Conversations in which Sidekick lacked adequate information to move forward in assisting with the conversation. Only applies to Legacy Flows, not Threads. |
Count of Insufficient Message Handoffs | Whether this is an Addressable Conversation in the Channels where Sidekick is enabled. A Thread can be set up to act upon these Conversations. |
Sidekick Channel-Enabled Conversation | Whether this is an Addressable Conversation in the Channels where Sidekick is enabled. A Thread can be set up to act upon these Conversations. |
Sidekick Addressable Conversation | Whether this is a Conversation where Sidekick could be enabled. |
Count of Unassisted | Whether this is a conversation where Sidekick could be enabled. |
Definitions coming soon for the following datasets #
- Agent Events
- Agent Metrics
- Contact Metrics
- Conversation Events
- Task Events
- Task Metrics