This section covers the goals you reached in your conversations, the topics your contacts reach out to you for and how they respond to your surveys. These insights allow you to organize your service more effectively.
Goals reached
What does it measure? | When and how often you reached certain goals during live conversations. |
Unit | Goals |
When is it counted? | Whenever a goal is reached during a conversation. A goal is registered as reached when a contact visits the designated URL. Goals are only tracked if reached by contacts while an operator is assigned and at least one message was sent in the conversation. |
Why is it useful? | Allows you to track the goals you defined for a Widget. This gives you insights into your service’s effectiveness. |
Example | You set up a Widget goal that’s reached when contacts visit your pricing page. When your contact navigates or is pushed to the page, the goal is recorded as reached. |
Conversation topics
What does it measure? | The number of times and when a certain topic or a combination of topics was assigned to a conversation. Please note that the conversation must have already been started by a first message. Changing the topic of a conversation at a later time will update this KPI. Any newly assigned topics will replace the previously assigned ones in your data. |
Unit | Topic assignment |
When is it counted? | When a conversation is tagged with one or several topics. |
Why is it useful? | Shows you which topics your contacts are more and less interested in. |
Pre-conversation survey results
What does it measure? | The number of times and when a contact selected a certain answer in your survey before a conversation. |
Unit | Survey answer |
When is it counted? | When a contact answers a pre-conversation survey. Note that the KPI is recorded when the contact completes the survey, but will only be displayed once the conversation appears in the Message Center, even if this happens at a later point in time. |
Why is it useful? | Allows you to gather representative results of your surveys. |
Post-conversation survey results
What does it measure? | The number of times and when a contact selected a certain answer in your survey after a conversation. |
Unit | Survey answer |
When is it counted? | When a contact answers a post-conversation survey. |
Why is it useful? | Allows you to gather representative results of your surveys. |
