Guide Metrics

This page provides details about the Guide metrics available in Dashboard widgets. By clicking on the Learn More dropdown, you can access additional details about each metric, including its calculation, filters, supported channels, metric type, metric direction and use cases.

For more information on how to use these metrics in your dashboard, click here.

Avg CNV Value

The Avg CNV Value is the average monetary value earned per successful conversion over time.

Conversion Value

The Conversion Value is the total monetary value generated from completed transactions on your website.

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Calculation: Relayed in field CONVERSION_AMOUNT in view VISIT_FACT_VIEW_V001, is counted across all visits within the tenant (if no other filters are applied) = VISIT_FACT_VIEW_V001.CONVERSION_AMOUNT
Filters:
- Employee group: Company
- Contact group: Company
- Attributes: Engagement Rule, Device
Supported channel: Digital
Metric type: Historical
Metric direction: Up, a higher metric value is best.

Conversions

The Conversions metric displays the total number of successful transactions completed on your website.

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Calculation: Relayed in field CONVERSION_COUNT in view VISIT_FACT_VIEW_V001, is counted across all visits within the tenant (if no other filters are applied) = VISIT_FACT_VIEW_V001.CONVERSION_COUNT
Filters:
- Employee group: Company
- Contact group: Company
- Attributes: 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 percentage of engagements that resulted in a successful conversion.

Engagements

The Engagements metric displays the total visitor interactions triggered by a CXone Guide rule.

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

A visitor chats with an agent
A visitor views a NiCE CXone Knowledge Management (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

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Calculation: The SUM of PROACTIVE_SUCCESS_COUNT in view VISIT_FACT_VIEW_V001, is counted across all visits within the tenant (if no other filters are applied)
Filters:
- Employee group: Company
- Contact group: Company
- Attributes: Engagement Rule, Device
Supported channel: Digital
Metric type: Historical
Metric direction: Up, a higher metric value is best.

Clickthroughs

The Clickthroughs metric displays the number of times that a visitor clicks a Proactive Offer button during a time period.

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Calculation: All unique VISIT_ACTIVITY_KEY that have VISIT_ACTIVITY_TYPE_NAME is ProactiveActionSuccess and PROACTIVE_ACTION_TYPE_NAME is ProactiveOffer* in a certain time period
Filters:
- Employee group: Company
- Contact group: Company
- Attributes: Engagement Rule, Engagement Type, Call to Action, Device
Supported channel: Digital
Metric type: Historical
Metric direction: Up, a higher metric value is best.

Clickthrough Rate

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

Displayed Offers

The Displayed Offers metric displays the number of times a proactive offer appears for a visitor during a visit.

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Calculation: All VISIT_ACTIVITY_KEY that have VISIT_ACTIVITY_TYPE_NAME is ProactiveActionDisplayed and PROACTIVE_ACTION_TYPE_NAME is ProactiveOffer
Filters:
- Employee group: Company
- Contact group: Company
- Attributes: Engagement Rule, Engagement Type, Call to Action, Device
Supported channel: Digital
Metric type: Historical
Metric direction: Up, a higher metric value is best.

Engaged Conversions

The Engaged Conversions metric displays the number of conversions that occurred during or after a Guide engagement.

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Calculation: SUM of CONVERSION_COUNT from VISIT_FACT_VIEW_V001 and check for VISIT_ACTIVITY_TYPE_NAME = 'ProactiveActionSuccess' in VISIT_ACTIVITY_FACT_VIEW_V001
Filters:
- Employee group: Company
- Contact group: Company
- Attributes: Engagement Rule, Engagement Type, Call to Action, Device
Supported channel: Digital
Metric type: Historical
Metric direction: Up, a higher metric value is best.

Failed Offers

The Failed Offers metric displays the number of proactive offers closed or removed without a click.

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Calculation: All VISIT_ACTIVITY_KEY that have VISIT_ACTIVITY_TYPE_NAME is ProactiveActionFailed and PROACTIVE_ACTION_TYPE_NAME is ProactiveOfferFailed
Filters:
- Employee group: Company
- Contact group: Company
- Attributes: Engagement Rule, Engagement Type, Call to Action, Device
Supported channel: Digital
Metric type: Historical
Metric direction: Down, a lower metric value is best.

Ignored Offers

The Ignored Offers metric displays the number of proactive offers left without any visitor interaction.

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Calculation: All VISIT_ACTIVITY_KEY that have VISIT_ACTIVITY_TYPE_NAME is ProactiveActionDisplayed and PROACTIVE_ACTION_TYPE_NAME is ProactiveOffer and VISIT_KEY which do not have any matching VISIT_ACTIVITY_TYPE_NAME in (ProactiveActionFailed, ProactiveActionSuccess)
Filters:
- Employee group: Company
- Contact group: Company
- Attributes: Engagement Rule, Engagement Type, Call to Action, Device
Supported channel: Digital
Metric type: Historical
Metric direction: Down, a lower metric value is best.