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 deprecated, use website_list property instead	Website identifier	?filters[website_id]=123
website_list	Website identifiers	?filters[website_list]=123,24,32
channel	Channel	chat, call, facebook, twitter, facebookBusinessOnMessenger, instagram, sms, whatsapp or video	?filters[channel]=chat
resource	Resource to group the data by	operator, group, skill, rule, contact_type or page_type	?filters[resource]=operator
resource_id	Resource ID to get only the data of this resource	?filters[resource_id]=32
indicators	Indicators to filter	See list below	?filters[indicators]=indicator1,indicator2
from	Date from	YYYY-MM-DD or YYYY-MM-DD HH:MM:SS	?filters[from]=YYYY-MM-DD
to	Date to	YYYY-MM-DD or YYYY-MM-DD HH:MM:SS	?filters[to]=YYYY-MM-DD
granularity	Get data per hour, per day or per month (only when 1 indicator is requested)	hour, day, month	?filters[indicators]=indicator1&filters[granularity]=day

Indicators

Contact indicators

available on chat, call, video, facebook, twitter, facebookBusinessOnMessenger, sms, whatsapp

Indicator	Label	Description	Value
contact_answered_after_first_message_duration	Response time after first message	Average response time between a customer's first question and the agent's answer.	Second
contact_answered_duration	Response time	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	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, and video

Indicator	Label	Description	Value
contact_waiting_abort_number	Abandoned contacts	Number of contacts initiated in the queue who left before being processed.	Number
contact_waiting_answered_number	Processed contacts	Number of processed contacts coming from the queue.	Number
contact_waiting_before_quit_duration	Waiting time before abandonment	Average time before a visitor abandons the queue.	Second
contact_waiting_duration	Waiting time before contact	Average waiting time of visitors in the queue.	Second
contact_waiting_number	Initiated contacts	Average waiting time of visitors in the queue.	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, twitter 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, twitter, 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