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Displayed Numbers Explained

KPIs in Absolute Numbers​

Screen Time (Min)​

Total screen time spent by all customers within this experience in minutes.

Sessions​

Number of chat sessions started. A session is valid for 30 minutes. Only one message from the chat is required to start a session, no user interaction is required. This applies across all processes. Within 30 minutes it still counts as one session if the customer skips between experiences within the chatbot.

Sessions With Conversation​

A session with conversation is counted as soon as the customer interacts (clicking a button, typing a message). This applies across all processes. Within 30 minutes it still counts as one session if the customer skips between other experiences within the chatbot.

Bounces​

A bounce is counted when the customer has neither typed anything in the chat nor clicked on a button before closing the chatbot or website again.

Chat Starts​

Number of chat starts within this experience/process. Unlike sessions, this does not apply across experiences. Chat starts are recounted individually for each experience. If customers restart the experience, this will also count as a chat start.

note

A chart start is counted when the chat flow is started from the beginning. This usually happens when the page is visited for the first time and the chat is opened. If no chat history is saved, a new chat start will counted after a page reload. Additionally, if the chat opens automatically and no chat history is saved, each page view will result in a chat start event being counted.

Participants​

Number of customers that successfully went through a participation module. The participation module is mostly used for raffles. In this case it counts the unique users, that participated in the raffle.

New Customers​

Number of customers who have entered their mail address in the email module.

Asked for Web Push​

Number of customers who were asked for a web push opt-in.

Single Opt-in/SOI Web Push​

Number of customers who have given their consent to a web push single opt-in.

Double Opt-in/DOI Web Push​

Number of customers who have given their consent to a web push double opt-in.

Shared via Facebook​

Number of customers who clicked on the facebook option within the share link module.

Shared via Email​

Number of customers who clicked on the email option within the share link module.

Shared Native​

Number of customers who clicked on the sharing button within the share link module.

Shared via Twitter​

Number of customers who clicked on the twitter option within the share link module.

Shared via WhatsApp​

Number of customers who clicked on the whatsapp option within the share link module.

Single Opt-in/SOI Reminder​

Number of customers who have given their consent to a reminder single opt-in.

Double Opt-in/DOI Reminder​

Number of customers who have given their consent to a reminder double opt-in.

Conversations​

Total number of conversations within this experience. A conversation starts when there is an interaction from the customer, such as clicking on a button or typing something into the chat.

Participations​

Total number of participations through the participation module. The participation module is mostly used for raffles. If multiple participations are allowed, the individual participants are counted multiple times (no unique users).

Advent Calendar Opened​

The number of customers who clicked on "open door" within the Advent calendar module.

Net Promoter Score​

Result of the Net Promoter Score survey in the NPS module. The Net Promoter Score is calculated by asking your customers to provide their feedback on a scale of 0 to 10. To calculate the score, the percentage of Detractors is subtracted from the percentage of Promoters. The difference results in the Net Promoter Score, which can range between -100 and 100. The higher above 0, the more customer-focused your company. A number above 30 is remarkable. 50 is excellent and above 70 is exceptional.

Detractors​

Customers who rate the NPS with a score between 1 and 6 are referred to as "Detractors".

Passives​

Customers who rate the NPS with a score between 1 and 6 are referred to as "Passives".

Promoters​

Customers who rate the NPS with a score between 1 and 6 are referred to as "Promoters".

Pin Email Sent​

Number of pin emails sent.

Pin Succeded​

Number of pins successfully entered.

Pin Failed​

Number of pins entered incorrectly..

Customer Deleted​

Number of deleted costumers.

Year Change​

Display of the year change in the diagram.

KPIs Over Time​

In this chart you can view the individual KPIs over the specified time period or over the entire time period

KPIs Over Time (Cumulated)​

In this diagram you can view the individual KPIs cumulatively over the specified time period or over the entire time period.

Funnel​

Here you can see the individual KPIs in a funnel.

Others​

Platforms​

Take a look at the diagram to see how your customers are split between mobile and desktop. If you hover over it, you get the absolute number.

Log-in Attemps With Code​

This diagram shows how often the log in attempt with code worked and how often it did not. If you hover over it, you will also see the absolute number.

Data Entered by Customers​

Here you can see what data has been entered by customers, such as the postal address. You will also see how often this data has been collected.

NPS Segments​

This diagram shows the distribution of detractors, passives and promoters. If you hover over it, you will also see the absolute number. KPIs over time

  • In this chart you can view the individual KPIs over the specified time period or over the entire time period

NPS Distribution​

In this chart you can see the NPS scores per score. KPIs over time cumulated

  • In this diagram you can view the individual KPIs cumulatively over the specified time period or over the entire time period.

NPS Answers​

Download the answers (typed content) of the customers in the NPS rating here. You can choose between the three categories detractors, passives and promoters. Funnel

  • Here you can see the individual KPIs in a funnel.

Further Illustrations

  • Platforms: see how your customers are split between mobile and desktop. Hover over it to get the absolute number.
  • Log-in attemps with code: shows how often the log in attempt with code worked and how often it did not.
  • Data entered by customers: see what data has been entered by customers, such as the postal address
  • NPS visualization
    • NPS segments: shows the distribution of detractors, passives and promoters
    • NPS distribution: see the NPS scores per score.
    • NPS answers: Download the answers (typed content) of the customers in the NPS rating here. You can choose between the three categories detractors,passives and promoters.