Statistic
Get statistics
GET /statistic
See below to discover used fields and see reading section to discover some output examples.
Filters
| Filter | Description | Values | Use |
|---|---|---|---|
website_id | Website identifier |
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website_list | Website identifiers |
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channel | Channel |
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resource | Resource to group the data by |
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resource_id | Resource ID to get only the data of this resource |
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indicators | Indicators to filter | See list below |
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from | Date from |
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to | Date to |
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granularity | Get data per hour, per day or per month (only when 1 indicator is requested) |
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Indicators
Contact indicators
available on chat, call, video, facebook, facebookBusinessOnMessenger, sms, whatsapp
| Indicator | Label | Description | Value |
|---|---|---|---|
contact_answered_after_first_message_duration | Response time after first message (not available for bots -> null value returned) | Average response time between a customer's first question and the agent's answer. | Second |
contact_answered_duration | Response time (not available for bots -> null value returned) | Average response time between a customer's request and the agent's response. | Second |
contact_closed_after_last_message_duration | Length of time between last message and closing of chat (not available for bots -> null value returned) | Average amount of time between the visitor's last message and the closing of the chat discussion on the panel. | Second |
contact_duration | Average processing time | Average length of all contacts, the length of a contact being defined as the difference between the end time (closure) and start time. | Second |
contact_number | Initiated contacts | Number of contacts initiated during the selected period. | Number |
contact_sent_message_number | Sent messages | Total number of messages within a conversation sent by the agents. | Number |
contact_received_message_number | Received messages | Total number of messages within a conversation received by the agents. | Number |
contact_unanswered_number | Contacts initiated with no response | Number of contacts initiated by a visitor with no response from an agent. | Number |
available on chat
| Indicator | Label | Description | Value |
|---|---|---|---|
contact_missed_number | Missed contact opportunities | Estimated number of missed contact opportunities because the agents were totally busy, offline or not in production. | Number |
contact_missed_with_busy_operators_number | Missed contact opportunities (agents busy) | Estimated number of missed contact opportunities due to agents being totally busy. | Number |
contact_missed_with_no_operators_number | Missed contact opportunities (agents absent) | Estimated number of contacts missed because the agents were either not connected or not in production. | Number |
contact_simultaneous_number | Simultaneous contacts | Average number of contacts processed simultaneously by an agent during his online presence. | Number |
available on chat, call, video
| Indicator | Label | Description | Value |
|---|---|---|---|
contact_per_hour_average_number | Contacts / hr of the website | Average number of contacts processed by all agents for an hour of production. | Number |
contact_per_hour_number | Contacts per hour | Average number of contacts processed by an agent for an hour of production. | Number |
rule_contact_rate | Response rate | Proportion of displays having generated a contact. | Rate |
rule_display_number | Displays | Number of chat/call displays generated on the website during the period. | Number |
targeting_rule_triggered | Triggers | Number of times a targeting rule has been triggered, as a consequence of visitors meeting the right criteria. | Number |
Presence indicators
available on chat, call and video
| Indicator | Label | Description | Number |
|---|---|---|---|
max_and_partial_occupation_duration | Global occupation | Period during which an agent is connected to the panel and is occupied partially or to the maximum. | Second |
max_occupation_duration | Maximum occupation | Period during which an agent is connected to the panel and is occupied to maximum capacity. | Second |
max_occupation_rate | Maximum occupation rate | Part of production time during which an agent is connected to the panel and is occupied to a maximum. | Rate |
non_production_duration | Not in production | Period during which an agent is connected to the panel, unavailable and yet not busy. | Second |
non_production_rate | Not in production rate | Proportion of connection time during which an agent is connected to the panel, unavailable and yet not busy. | Rate |
presentation_duration | Smoothed period of button presentation | Period during which buttons are displayable. Length of the time slot covered with at least one agent available. | Second |
production_smoothed_duration | Smoothed period of production | Period during which operators were in production. Length of the time slot covered with at least one agent in production. | Second |
available on chat, call, video, facebook, facebookBusinessOnMessenger, sms, whatsapp
| Indicator | Label | Description | Value |
|---|---|---|---|
presence_duration | Total period of presence | Total period during which the agents were connected to the desk. | |
presence_smoothed_duration | Smoothed period of presence | Period during which operators were connected. Length of the time slot covered with at least one agent present. | |
occupation_rate | Partial occupation rate | Part of production time during which an agent is connected to the panel and is partially busy. | |
non_occupation_duration | Inocc. | Period of time during which an agent is connected to the panel and is simultaneously available and not busy. | |
non_occupation_rate | Rate of non-occupation | Part of production time during which an agent is connected to the panel and is simultaneously available and not busy. | |
max_and_partial_occupation_rate | Global occupation rate | Part of production time during which an agent is connected to the panel and is occupied partially or to the maximum. | |
production_duration | In production | Period during which an agent is connected to the panel and is available or busy. |
Satisfaction indicators (deprecated)
These indicators are no longer available in our REST API since the new satisfaction is computed in a different way. You should consider using our GraphQL API with the query satisfactionSurveyResponses or with the object satisfactionSurvey contained in the searchClosedConversations query.
available on chat, call and video
| Indicator | Label | Description | Value |
|---|---|---|---|
satisfaction_delay_rate | Waiting time | Visitor satisfaction rate with the waiting time before receiving an answer. | Rate |
satisfaction_global_rate | Overall satisfaction | Overall satisfaction rate of visitors. | Rate |
satisfaction_resolution_rate | Quality of response | Visitors' satisfaction rate with the response given by the agent. | Rate |
satisfaction_respondent_number | Number of respondents | Number of visitors who replied to a satisfaction survey following a discussion. | Number |
satisfaction_respondent_rate | Response rate | Proportion of conversations after which visitors completed the satisfaction survey. | Rate |
satisfaction_welcome_rate | Quality of welcome | Visitor satisfaction rate with the welcome. | Rate |
occupation_duration | Partial occupation | Period during which an agent is connected to the panel, unavailable and yet not busy. | Second |
Transactions indicators
available on chat, call, video, facebook, facebookBusinessOnMessenger, sms, whatsapp
| Indicator | Label | Description | Value |
|---|---|---|---|
conversion_rate | Conversion rate | Proportion of conversations which led to transactions. | Rate |
cart_after_contact_amount | Average order value after contact | Average order value following a contact. | Number |
cart_global_amount | Average order value on the website | Average Order Value, all visitor categories. | Amount |
transaction_after_contact_amount | T/O after contact | Total turnover from visitors who dialogued and completed a transaction after a contact. | Amount |
transaction_after_contact_number | Transactions after contact | Total number of transactions from visitors who dialogued and then completed a transaction following the contact. | Number |
transaction_total_amount | Website T/O | Total turnover, all visitor categories. | Amount |
transaction_total_number | Website transactions | Total number of transactions (all categories). | Number |
transaction_after_contact_duration | Transformation time after contact | Average time between the first exchange and the transaction following a contact. | Second |
transaction_after_conversation_amount_per_hour | Website transactions amount per hour | Average turnover generated by an agent after a contact on an hourly basis | Amount |
transaction_missed_with_busy_operators_amount | T/O missed (agents totally busy) | Estimated lost turnover due to agents being totally busy. | Amount |
transaction_missed_with_busy_operators_number | Missed transaction opportunities (agents totally busy) | Estimated number of missed transaction opportunities because the agents were totally busy. | Number |
transaction_missed_with_no_operators_amount | Missed T/O opportunity (agents absent) | Estimated turnover missed because the agents were not connected or not in production. | Amount |
transaction_missed_with_no_operators_number | Missed transaction opportunities (agents absent) | Estimated number of missed transaction opportunities because the agents were not connected or not in production. | Number |
transaction_amount_per_conversation | Website transactions amount per conversation | Average turnover generated for each conversation done | Amount |
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