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 count of records in the Visitor Events feed where the EVENT TYPE field is "CONVERSION".

  • 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 count of records in the Visitor Events feed where the EVENT TYPE field is "PROACTIVEACTIONSUCCESS".

  • 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 onto Proactive Offer button during a time period.

  • Calculation: All VISIT_ACTIVITY_FACT that have VISIT_ACTIVITY_TYPE_NAME is ProactiveActionSuccess and PROACTIVE_ACTION_TYPE_NAME is ProactiveOffer* in a certain time period.

  • 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: Divide Clickthrough metric by sum of VISIT_ACTIVITY_FACT where VISIT_ACTIVITY_TYPE_NAME is ProactiveActionDisplayed and PROACTIVE_ACTION_TYPE_NAME is ProactiveOffer.

  • 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: look for all VISIT_ACTIVITY_FACT that have VISIT_ACTIVITY_TYPE_NAME is ProactiveActionDisplayed and PROACTIVE_ACTION_TYPE_NAME 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: look for all VISIT_ACTIVITY_FACT that have VISIT_ACTIVITY_TYPE_NAME is ProactiveActionFailed and PROACTIVE_ACTION_TYPE_NAME is ProactiveOffer

  • 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: look for all VISIT_ACTIVITY_FACT that have VISIT_ACTIVITY_TYPE_NAME is ProactiveActionDisplayed and PROACTIVE_ACTION_TYPE_NAME is ProactiveOffer and PROACTIVE_WORKFLOW_ID which do not have any matching VISIT_ACTIVITY_FACT with the same PROACTIVE_WORKFLOW_ID and VISIT_ACTIVITY_TYPE_NAME in (ProactiveActionFailed, ProactiveActionSuccess)

  • Filters:

    • Attributes: Engagement Type, Engagement Rule, Device

  • Supported channel: Digital

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