Annex: List of indicators

Indicators represent all the data that you can use in your statistical reports. This section presents the complete list of indicators available in the BMS.

Indicators

Conversation

Number of conversations: This is the number of conversations. Can be displayed in a table and in charts (except pie charts and matrices).
Average duration of auto chat conversations without qualification: The average duration of a conversation with the chatbot (excluding qualification). Can be displayed in a table and in charts (except pie charts and matrices).
Average duration of auto chat conversations with qualification: The average duration of a conversation with the chatbot (including qualification). Can be displayed in a table and in charts (except pie charts and matrices).
Average number of interactions per conversation: The average number of interactions per conversation. Can be displayed in a table and in charts (except pie charts and matrices).
Breakdown of conversations by qualification: Distribution of conversations according to their qualification (direct response, livechat, failed, etc.). Can be displayed in a table and in charts (except pie charts and matrices).
Number of completed questionnaires: The number of questionnaires completed at the end of a conversation. Can be displayed in a table and in charts (except pie charts and matrices).
Operator questionnaire completion duration: The average time to complete the questionnaire sent by the operator at the end of a Livechat conversation. Can be displayed in a table and in charts (except pie charts and matrices).
Number of abandoned conversations: Number of conversations where the user leaves the site (closes the tab or browser) while still waiting for an operator’s reply (before the operator has sent any message). This indicator does not include users leaving the waiting queue, which are counted separately. Calculation starts at the beginning of the livechat escalation—when the conversation appears on the operator’s dashboard—and abandons are distributed in 10-second intervals, from 0 to 90 seconds, and beyond. If the operator has sent a message, the user’s departure is not considered as an abandonment in this statistic. Can be displayed in a table and all types of charts.
Automatic conversation satisfaction: Satisfaction data for conversations with the automatic chatbot.
DialogsCallbackRequestsCount: Number of callback requests.
DialogsCallbackDurationBeforeOperatorAnswersThePhone: Average time before the operator answers the callback.
DialogsCallbackDurationEndCallAndRemoveDialog: Average time between the end of a call and the deletion of the conversation.
DialogsCallbackDurationBetweenConnectedAndCompeted: Average duration of a call.
DialogsCallbackRatioRequestsAnswer: Ratio of handled callback requests to total callback requests.

Interaction

Number of interactions: Total number of interactions. Can be displayed in a table and in charts (except pie charts and matrices).
EndUserInteractionsCount: Number of user interactions. Can be displayed in a table and in charts (except pie charts and matrices).
Number of business interactions: Total number of business interactions. Can be displayed in a table and in charts (except pie charts and matrices).
Breakdown of interactions by response type: Distribution of interactions by type of response. Can be displayed in a table and in charts (except matrices).

Questionnaire

Number of completed questionnaires: Total number of completed questionnaires. Can be displayed in a table and all types of charts.
Number of completed questionnaire fields: Total number of completed questionnaire fields. Can be displayed in a table and only in matrices.

Satisfaction

Conversation satisfaction: Types of satisfaction collected from conversations. Can be displayed in a table and in charts (except matrices).
Total number of feedback: Total number of feedback submitted by users. Can be displayed in a table and in charts (except matrices).
Number of knowledge feedback per conversation: Number of feedback items on knowledge per conversation. Can only be displayed in a table.
Number of negative knowledge feedback per conversation: Number of negative feedback items on knowledge per conversation. Can be displayed in a table and only in matrices.
TagsFeedback: Types of satisfaction collected from conversations for each Channels configuration. Can only be displayed in a table.

Knowledge

Number of conversations using a knowledge (linked to the entry point): Total number of conversations for each knowledge. Can only be displayed in a table.

Topics

Number of conversations using a tag: Can be displayed in a table and in charts (except matrices).

Actions

Number of actions: Number of times knowledge was used. Can be displayed in a table and in charts (except matrices).

Visitors

Number of visitors: Number of visitors (a visitor is identified as such for 24 hours via a cookie). Can be displayed in a table and in charts (except pie charts and matrices).

Livechat

Number of conversations with Livechat: Number of Livechat conversations. Can be displayed in a table and in charts (except pie charts and matrices).
Average duration of Livechat conversations (without questionnaire completed): Average duration of a Livechat conversation (excluding questionnaire completion by the user). Can be displayed in a table and in charts (except pie charts and matrices).
Duration of Livechat conversations (with questionnaire completed): Average duration of a Livechat conversation (including questionnaire completion). Can be displayed in a table and in charts (except pie charts and matrices).
Number of answered Livechat conversations: Number of successful Livechat escalations. Can be displayed in a table and in charts (except pie charts and matrices).
Number of answered conversations with at least one manual operator reply: Number of successful Livechat escalations where the operator provided at least one manual reply (i.e., did not use only predefined responses). Can be displayed in a table and in charts (except pie charts and matrices).
Duration between escalation and first reply: Average time between escalation and the operator’s first reply. This includes queue time and the number of times the previous operator waited for a transferred dialog. The Livechat automatic welcome message counts as a reply. Can be displayed in a table and in charts (except pie charts and matrices).
Breakdown of duration between escalation and first reply: Indicator for distributing the time needed for Livechat escalation and the operator’s first reply. Can be displayed in a table and in all types of charts.
Duration between escalation and conversation opening (operator answered): Average time between escalation and opening of the Livechat conversation. Can be displayed in a table and in charts (except pie charts and matrices).
Distribution of Livechat opportunities: Number of Livechat opportunities triggered via knowledge. Can be displayed in a table and in charts (except matrices).
Duration in seconds with at least one operator available: Time during which at least one operator was available (in seconds). Can be displayed in a table and in charts (except pie charts).

Livechat Operator

Duration between receiving the conversation and first reply: Average time between the operator receiving the conversation and their first reply (Livechat automatic welcome message counts as a reply). Can be displayed in a table and in charts (except pie charts and matrices).
Duration between receiving the conversation and first manual reply: Average time between receiving the conversation and the first manual reply from the operator (the Livechat automatic welcome message is ignored). Can be displayed in a table and in charts (except pie charts and matrices).
Number of operator replies immediately following the user's question: Number of replies provided by the operator right after a user's message. Can be displayed in a table and in charts (except pie charts and matrices).
Average response time: Average time between each user's question and the operator's reply (in seconds). Can be displayed in a table and in charts (except pie charts and matrices).
Number of supervisor help requests: Total number of help requests sent to the supervisor. Can be displayed in a table and in charts (except pie charts and matrices).
Number of manual transfers: Number of manual transfers during Livechat conversations. Can be displayed in a table and only in matrices.
Number of conversations automatically transferred after the operator did not answer: Average time between when a user asks a question and when the operator responds (in seconds). Can be displayed in a table and in all types of charts.
Duration by operator status: Duration spent by an operator in a particular status (On the phone, Busy, etc.). Can be displayed in a table and in all types of charts.
Max number of connected operators: Maximum number of connected operators. Can be displayed in a table and in charts (except pie charts).
Connection time (available): Operator's connection time. Can be displayed in a table and in charts (except pie charts).
Operator occupancy rate: Operator’s occupancy rate (duration with at least one conversation / duration connected as available). Can be displayed in a table and in charts (except pie charts and matrices).
Simultaneity rate: Average simultaneity rate of conversations handled by the operator. Can be displayed in a table and in charts (except pie charts and matrices).
Breakdown of simultaneity rate: Distribution of the simultaneity rate by number of conversations. Can be displayed in a table and in charts (except pie charts and matrices).
Operator productivity rate: Operator’s productivity rate. Calculated as: the number of conversations opened by the operator, divided by their connection time (in seconds), multiplied by 3600 to get a value per hour. Can be displayed in a table and in charts (except pie charts and matrices).

Waiting Queues

Number of conversations that went through the waiting queue: Number of conversations that were preceded by a waiting queue before being assigned. Can be displayed in a table and in charts (except pie charts and matrices).
Time spent in the waiting queue: Average time a user spends in the waiting queue (in seconds). Can be displayed in a table and in charts (except pie charts and matrices).
Number of people who left the waiting queue: Number of people who left the waiting queue. Can be displayed in a table and in charts (except pie charts and matrices).
Waiting queue capacity: Total capacity of the waiting queue. Can be displayed in a table and in charts (except pie charts).
Waiting queue occupancy rate: Waiting queue occupancy rate. Can be displayed in a table and in charts (except pie charts and matrices).

InternautEvent

TeaserClickCount: Number of teaser clicks. Can be displayed in a table and in charts (except pie charts).

Technical indicators

Average dialogue engine calculation time: Average calculation time of the dialogue engine (in milliseconds). Can be displayed in a table and in charts (except pie charts and matrices).
Average servlet calculation time: Average calculation time of the servlet (in milliseconds). Can be displayed in a table and in charts (except pie charts and matrices).

Servlet: time elapsed between the arrival of a request on the Dydu API and its response, excluding any network delays upstream or downstream.

Maximum dialogue engine calculation time: Maximum execution time of the dialogue engine (in milliseconds). Can be displayed in a table and in charts (except pie charts and matrices).
Maximum servlet calculation time: Maximum response time of the servlet. Can be displayed in a table and in charts (except pie charts and matrices).

Duration

Average duration between escalation and conversation opening (operator answered): Average duration between escalation and opening of the conversation (when the operator takes charge).

Cobrowsing

Number of conversations with cobrowsing: Number of initiated cobrowsing conversations.
Number of cobrowsing errors: Number of errors encountered during the initialization of a cobrowsing conversation.
Number of cobrowsing requests sent: Number of cobrowsing requests sent.
Number of cobrowsing requests accepted: Number of cobrowsing requests accepted.
Number of cobrowsing requests refused: Number of cobrowsing requests refused.

Codes corresponding to converters

 // dialogs
    DialogsCount (Dialogs, Chart1D, Number of dialogs, Dialog, Count),
    DialogsChatDuration (Dialogs, Chart1D, new ChartableMultiDimensionsConverterAutoCompute ("C0 / C1", DialogsCount), "Average chat duration of dialog in seconds (with automatic chat) (without survey completion)", DurationS, Dialog, Duration),
    DialogsDuration (Dialogs, Chart1D, new ChartableMultiDimensionsConverterAutoCompute ("C0 / C1", DialogsCount), "Average duration of dialog in seconds (with automatic chat) (with survey completion)", DurationS, Dialog, Duration),
    DialogsWithLivechatCount (Dialogs, Chart1D, Number of dialogs with livechat, Dialog, Count),
    DialogsLivechatDurationWithoutChatAutoWithoutSurvey (Dialogs, Chart1D, new ChartableMultiDimensionsConverterAutoCompute ("C0 / C1", DialogsWithLivechatCount), "Average duration of dialog in seconds (without automatic chat)", DurationS, Dialog, Duration),
    DialogsLivechatDurationWithoutChatAutoWithSurvey (Dialogs, Chart1D, new ChartableMultiDimensionsConverterAutoCompute ("C0 / C1", DialogsWithLivechatCount), "Average duration of dialogue in seconds (without automatic chat) (with survey completion)", DurationS, Dialog, Duration),
    DialogsEscalationToDialogOpeningCount (Dialogs, Chart1D, Number of dialogs picked, Dialog, Count),
    DialogsEscalationToDialogOpeningWithOperatorAnswerCount (Dialogs, Chart1D, Dialog, Count, Dialog, Count),
    DialogsEscalationToFirstOperatorDuration (Dialogs, Chart1D, new ChartableMultiDimensionsConverterAutoCompute ("C0 / C1 [LiveChatOperator]", DialogsEscalationToDialogOpeningCount), "Average duration between escalation and first operator answer." It considers AutoHello as an answer. ", DurationS, Dialog, Duration),
    DialogsEscalationToFirstOperatorDurationDistribution (Dialogs, Chart2D, new MDLabelSupplierForDistribution (EMDLabelPickupDurationDistribution.values()), "TO BE REIMPLEMENTED", Dialog, Distribution, Duration),
    DialogsEscalationToDialogOpeningDuration (Dialogs, Chart1D, new ChartableMultiDimensionsConverterAutoCompute ("C0 / C1", DialogsEscalationToDialogOpeningCount), "Average Duration between escalation and dialog opening", DurationS, Dialog, Duration),
    DialogsWaitingQueueCount (Dialogs, Chart1D, Dialog, WaitingQueue, Count)
    DialogsWaitingQueueDuration (Dialogs, Chart1D, new ChartableMultiDimensionsConverterAutoCompute ("C0 / C1", DialogsWaitingQueueCount), "Average duration in the waiting queue in seconds", DurationS, Dialog, WaitingQueue, Duration),
    DialogsWaitingQueueDropOutCount (Dialogs, Chart1D, Dialog, WaitingQueue, Count)
    DialogsFeedback (Dialogs, Chart2D, new MDLabelSupplierForDistribution (EMDLabelFeedbackDistribution.values ()), "Last interaction feedback provided", Dialog, Feedback),
    DialogsLengthDistribution (Dialogs, Chart2D, new MDLabelSupplierForDistribution (EMDLabelDialogsLengthDistribution.values ()), "Distribution depending on the number of interactions in the dialog", Dialog, Distribution),
    DialogsQualificationDistribution (Dialogs, Chart2D, new MDLabelSupplierForDistribution (EDialogType.values ()), "Distribution depending on the dialog qualification", Dialog, Distribution),
    DialogsSurveyFillingCount (Dialogs, Chart1D, "(INTERNAL) Dialog, Count, Dialog, Count),
    DialogsSurveyFillingDuration (Dialogs, Chart1D, new ChartableMultiDimensionsConverterAutoCompute ("C0 / C1 [LiveChatOperator]", DialogsSurveyFillingCount), "Average duration to fill survey for operators. ,
    DialogsOperatorResponseTime (Dialogs, Chart1D, new ChartableMultiDimensionsConverterAutoCompute ("C0 / C1 [LiveChatOperator]", DialogsEscalationToDialogOpeningCount), "Average duration between the time and the operator. present. ", Dialog, Duration),
    DialogsOperatorManualResponseTime (Dialogs, Chart1D, new ChartableMultiDimensionsConverterAutoCompute ("C0 / C1 [LiveChatOperator]", DialogsEscalationToDialogOpeningCount), "Auto Hello is ignored.", Dialog , Duration),
    InteractionsOperatorAnswerDirectlyAfterInternautQuestionCount (Dialogs, Chart1D, "(INTERNAL) Number of interactions from the operator that are directly after an internaut question", Interaction, Count),
    DialogsOperatorResponseTimeBetweenInteractions (Dialogs, Chart1D, new ChartableMultiDimensionsConverterAutoCompute ("(C0 / C1 [LiveChatOperator]) / 1000", InteractionsOperatorAnswerDirectlyAfterInternautQuestionCount), "Average duration between the time and the time the operator answers in seconds", Dialog, Duration) ,
    DialogsFastAbandonDistribution (Dialogs, Chart2D, new MDLabelSupplierForDistribution (EMDLabelFastAbandonDistribution.values ()), "Distribution of dialogs abandoned by the internaut before 90 seconds", Dialog, Distribution, Duration),

    DialogsCallbackRequestsCount (Dialogs, Chart1D, Number of callback request, Dialog, Count),
    DialogsCallbackDurationBeforeOperatorAnswersThePhone (Dialogs, Chart1D, new ChartableMultiDimensionsConverterAutoCompute ("C0 / C1", DialogsCallbackRequestsCount), "Average duration before the operator answers the phone", DurationS, Dialog, Duration),
    DialogsCallbackDurationEndCallAndRemoveDialog (Dialogs, Chart1D, new ChartableMultiDimensionsConverterAutoCompute ("C0 / C1", DialogsCallbackRequestsCount), "Average duration before dialog is removed after the end of the call", DurationS, Dialog, Duration),
    DialogsCallbackDurationBetweenConnectedAndCompleted (Dialogs, Chart1D, new ChartableMultiDimensionsConverterAutoCompute ("C0 / C1", DialogsCallbackRequestsCount), "Average duration of a call", DurationS, Dialog, Duration),
    DialogsCallbackRatioRequestsAnswer (Dialogs, Chart1D, new ChartableMultiDimensionsConverterAutoCompute ("C0 / C1", DialogsCallbackRequestsCount), "Ratio between callback answered and total callback requests", Percent, Dialog),

    // Livechat
    LiveChatOpportunitiesDistribution (Dialogs, Chart2D, new MDLabelSupplierForDistribution (EDialogOpportunityType.values ()), "Livechat opportunities distribution of the dialogs", Dialog, Distribution, LiveChat),
    OperatorHelpRequestCount (Dialogs, Chart1D, "Amount of help requested to the supervisor", Operator, Count, LiveChat),
    ManualTransfersCount (Dialogs, Chart3D, new MDLabelSupplierForOperators (), new MDLabelSupplierForDistribution (EDialogTransferType.values ()), "Number of manual transfers made towards an operator or a competency.", Operator, Count, LiveChat),
    LiveChatAvailability (TimelineOperators, Chart1D, "Duration in seconds with at least one available operator", LiveChat, Duration),
    OperatorNotPickedDialogsCount (Dialogs, Chart2D, new MDLabelSupplierForOperators (), "Number of dialogs automatically transferred from the operator did not pick them.", Operator, Count),

    // interactions
    InteractionsCount (Dialogs, Chart1D, Number of Interactions, Interaction, Count),
    EndUserInteractionsCount (Dialogs, Chart1D, Number of End User Interactions, Interaction, Count),
    BusinessInteractionsCount (Dialogs, Chart1D, Number of Business Interactions, Interaction, Count),
    InteractionsFeedback (Dialogs, Chart2D, new MDLabelSupplierForDistribution (EMDLabelFeedbackDistribution.values ()), "All interaction feedbacks count", Interaction, Feedback),
    InteractionsDurationRuntime (Dialogs, Chart1D, new ChartableMultiDimensionsConverterAutoCompute ("C0 / C1", InteractionsCount), "Average runtime duration in milliseconds", DurationMS, Interaction, Duration),
    InteractionsDurationExtern (Dialogs, Chart1D, new ChartableMultiDimensionsConverterAutoCompute ("C0 / C1", InteractionsCount), "Average servlet duration in milliseconds", DurationMS, Interaction, Duration),
    InteractionsMaxDurationRuntime (Dialogs, Chart1D, Max, "Max runtime duration in milliseconds", DurationMS, Interaction, Duration),
    InteractionsMaxDurationExtern (Dialogs, Chart1D, Max, "Max servlet duration in milliseconds", DurationMS, Interaction, Duration),
    InteractionsResponseDistribution (Dialogs, Chart2D, new MDLabelSupplierForDistribution (EResponse.values ()), new EResponseMDDataTreeSupplier (), "Interaction distribution depending on the EResponse", Interaction, Response),

    // cobrowsing
    CobrowsingSessionCount (Dialogs, Chart1D, Number of Cobrowsing Session Successfully Initialized, Cobrowsing),
    CobrowsingErrorCount (Dialogs, Chart1D, "Number of failed cobrowing session due to initialization error", Cobrowsing),
    CobrowsingSentRequestCount (Dialogs, Chart1D, Number of Cobrowsing Request Sent, Cobrowsing),
    CobrowsingAcceptedRequestCount (Dialogs, Chart1D, Number of cobrowsing request accepted, Cobrowsing),
    CobrowsingDeclinedRequestCount (Dialogs, Chart1D, Number of cobrowsing request declined, Cobrowsing),

    // surveys
    / **
     * instanceid=the survey ID completed
     * /
    SurveyAnswersCount (SurveyAnswers, Chart2D, MDLabelSupplierForSurveyAnswers (), Number of Survey Completed, Survey, Count),

    // Knowledge articles
    KnowledgeCount (Dialogs, Chart3D, new MDLabelSupplierForDistribution (EConditionType.values ()),
            new MDLabelSupplierForKnowledges (), "Number of dialogs using a knowledge article (associated with the entry point)", Knowledge, Count),
    KnowledgeFeedback (Dialogs, Chart3D, new MDLabelSupplierForKnowledges (),
            new MDLabelSupplierForDistribution (EMDLabelFeedbackDistribution.values ()),
            "Knowledge articles feedback by dialog (associated with the entry point)", Feedback, Count),
    KnowledgeNegativeFeedbackChoice (Dialogs, Chart3D, new MDLabelSupplierForKnowledges (),
            new MDLabelSupplierForDistribution (EMDLabelNegativeFeedbackChoiceDistribution.values ()),
            "Knowledge articles negative feedback choice by dialog (associated with the entry point)", Feedback, Count),

    // Tags
    TagsCount (Dialogs, Chart2D, new MDLabelSupplierForTags (), new TagsMDDataTreeSupplier (), "Number of dialogs using a tag", Tag, Count),

    // Actions
    ActionsCount (Dialogs, Chart2D, new MDLabelSupplierForActions (), "Action uses", Action, Count),

    // Links
    / **
     * instanceid1 = predefinedurlid
     * instanceid2 = actionid
     * /
    ClickedLinksCount (Dialogs, Chart3D, new MDLabelSupplierForPredefinedLinks (), new MDLabelSupplierForClickActions (), Number of links clicked, Link, Count)
    SuggestedLinksCount (Dialogs, Chart3D, new MDLabelSupplierForPredefinedLinks (), new MDLabelSupplierForClickActions (), "Number of links suggested", Link, Count),

    / **
     * instanceid1 = root field id
     * instanceid2 = child field id
     * /
    SurveyAnswersFieldsCount (SurveyAnswers, Chart3D, new MDLabelSupplierForSurveyFieldAnswers (), new MDLabelSupplierForSurveyFieldAnswers (), "Number of survey answers completed", Survey, Count),

    // status
    / **
     * instanceid=the status.ordinal ()
     * /
    OperatorStatusDuration (TimelineOperators, Chart2D, new MDLabelSupplierForDistribution (ELiveChatOperatorStatus.values ()), "Duration distribution on statuses in seconds", DurationS, Operator, Duration),
    OperatorConnectedMax (TimelineOperators, Chart1D, Max, "Maximum number of operators connected", Operator),
    OperatorConnectedDuration (TimelineOperators, Chart1D, new MDLabelSupplierForOperators (), "Operator connected duration with an available status", DurationS, Operator, Duration),
    OperatorOccupancyRate (TimelineOperators, Chart1D, new ChartableMultiDimensionsConverterAutoCompute ("C0 / C1 [LiveChatOperator]", OperatorConnectedDuration), "Operator occupancy rate: [duration with at least one dialog] / [duration connected with an available status]", Operator),
    OperatorSimultaneityRate (TimelineOperators, Chart1D, new ChartableMultiDimensionsConverterAutoCompute ("C0 / C1 [LiveChatOperator]", OperatorConnectedDuration), "OperatorConnectedDuration,"
    OperatorSimultaneityRateDistribution (TimelineOperators, Chart2D, new MDLabelSupplierForDialogsByOperatorCount (), new ChartableMultiDimensionsConverterAutoCompute ("C0 / C1 [LiveChatOperator]", OperatorConnectedDuration), "OperatorConnectedDuration,"
    OperatorProductivityRate (TimelineOperators, Chart1D, new ChartableMultiDimensionsConverterAutoCompute ("C1 / C2 * 3600", DialogsEscalationToDialogOpeningCount, OperatorConnectedDuration), "Operator productivity rate", Operator),

    // Waiting queue
    WaitingQueueCapacity (TimelineWaitingQueues, Chart1D, "Capacity of waiting queue", WaitingQueue, Count),
    WaitingQueueOccupancyRate (TimelineWaitingQueues, Chart1D, new ChartableMultiDimensionsConverterAutoCompute ("C0 / C1 [LiveChatCompetency]", WaitingQueueCapacity), "Waiting queue occupancy rate", WaitingQueue, Count),

    // welcomecall
    WelcomeCallCount (WelcomeCalls, Chart1D, "Number of visitors, 24 hour via a cookie.", WelcomeCall, Count),

    // Internaut events
    TeaserClickCount (InternautEvents, Chart1D, Number of clicks on teaser, InternautEvent, Count);

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