CXone Guide Metrics

This page provides you details of the Guide metrics available in the Metric widgets. For more information on how to use these metrics in your dashboard, click here.

Avg CNV Value

The Avg CNV Value metric calculates the conversion value attributed to the completion of a successful transaction over a time period.

  • Calculation: [Conversion Value] / [Conversions]

  • Filters:

    • Employee group: Agent, Team, Company

    • Contact group: Skill, Campaign, Company

    • Attributes: Engagement Type, Engagement Rule, Device

  • Supported channel: Digital

  • Metric type: Historical

  • Metric direction: Up, a higher metric value is best.

Conversion Value

The Conversion value metric calculates the conversion value attributed to the completion of a successful transaction.

  • Calculation: The sum of values from the CONVERSION VALUE field in the Visitor Events feed.

  • Filters:

    • Employee group: Company

    • Contact group: Company

    • Attributes: Engagement Type, Engagement Rule, Device

  • Supported channel: Digital

  • Metric type: Historical

  • Metric direction: Up, a higher metric value is best.

Conversions

The successful completion of a CXone Guide transaction on your website. A conversion is logged using the CXone Guide JS API to indicate that a transaction was completed on your website. A conversion can be a shopping cart purchase or something else, like a completed form for an insurance application.

  • Calculation: The sum of values from the CONVERSION_COUNT field in the Visits feed.

  • Filters:

    • Employee group: Company

    • Contact group: Company

    • Attributes: Engagement Type, Engagement Rule, Device

  • Supported channel: Digital

  • Metric type: Historical

  • Metric direction: Up, a higher metric value is best.

Engaged CNV Rate

The Engaged CNV Rate metric measures the conversion rate attributed to engagements during the engagement period.

  • Calculation: [Conversions] / [Engagements]

  • Filters:

    • Employee group: Company

    • Contact group: Company

    • Attributes: Engagement Type, Engagement Rule, Device

  • Supported channel: Digital

  • Metric type: Historical

  • Metric direction: Up, a higher metric value is best.

Engagements

An engagement is logged when one of the following occurs as the result of a CXone Guide rule:

  • A visitor chats with an agent.

  • A visitor views a CXone Expert article (if the visitor views the article multiple times, it is still counted as a single engagement).

  • A visitor sends an email.

  • A visitor clicks the link to view a web page in a Link engagement.

  • Calculation: The sum of values from the PROACTIVE_SUCCESS_COUNT field in the Visits feed.

  • Filters:

    • Employee group: Company

    • Contact group: Company

    • Attributes: Engagement Type, Engagement Rule, Device

  • Supported channel: Digital

  • Metric type: Historical

  • Metric direction: Up, a higher metric value is best.

Clickthroughs

The number of times that a visitor clicks into a particular CTA during a time period.

  • Calculation: The count of records in the Visit Activity feed where the Is Proactive Offer field is true, and the VISIT_ACTIVITY_TYPE_NAME field is PROACTIVEACTIONSUCCESS.

  • Filters:

    • Attributes: Engagement Type, Engagement Rule, Device

  • Supported channel: Digital

  • Metric direction: Up, a higher metric value is best.

Clickthrough Rate

The percentage of times that a visitor clicked into a proactive offer out of the total number of offers displayed during a time period.

  • Calculation: [Clickthroughs]/ [Displayed Offers]

  • Filters:

    • Attributes: Engagement Type, Engagement Rule, Device

  • Supported channel: Digital

  • Metric direction: Up, a higher metric value is best.

Displayed Offers

The number of times a proactive offer appears for a visitor during a visit. An offer can appear multiple times during one visit depending on the conditions set for the offer and the visitor’s behavior on the website.

  • Calculation: The count of records in the Visit Activity feed where the VISIT_ACTIVITY_TYPE_NAME field is PROACTIVEACTIONDISPLAYED, and the PROACTIVE_ACTION_TYPE_NAME field is PROACTIVEOFFER.

  • Filters:

    • Attributes: Engagement Type, Engagement Rule, Device

  • Supported channel: Digital

  • Metric direction: Up, a higher metric value is best.

Failed Offers

The number of times a proactive offer fails during a visit. An offer is counted as failed when the offer appears, but the visitor does not to click into the offer. The visitor either closes the offer or Guide removes it due to visitor behavior on the website.

  • Calculation: The count of records in the Visit Activity feed where the VISIT_ACTIVITY_TYPE_NAME field is PROACTIVEACTIONFAILED, and the PROACTIVE_ACTION_TYPE_NAME field is PROACTIVEOFFERFAILED.

  • Filters:

    • Attributes: Engagement Type, Engagement Rule, Device

  • Supported channel: Digital

  • Metric direction: Down, a lower metric value is best.

Ignored Offers

The number of times a proactive offer is ignored during a visit. An offer is counted as ignored when the offer appears, but the visitor does not click into the offer and does not manually close the offer.

  • Calculation: The count of records in the Visit Activity feed where the Offer Ignored field is true.

  • Filters:

    • Attributes: Engagement Type, Engagement Rule, Device

  • Supported channel: Digital

  • Metric direction: Down, a lower metric value is best.