LiveEngage Business Reporting Metrics Document Version: 1.4 December 2016

Transcription

1 LiveEngage Business Reporting Metrics Document Version: 1.4 December 2016

2 Contents Introduction... 2 Business Reports in LiveEngage... 2 Campaign Data Bar... 2 Campaign Dashboard... 3 Site Level Campaign Data Bar... 3 Site Level Campaign Dashboard... 4 Campaign Manager s... 5 Appendix Glossary of Terms

3 Introduction LiveEngage business reports are available in three levels of data presentation: At the most basic level, a data bar displays Key Performance Indicators (KPIs). The mid-range presentation level is a dashboard with graphs that display more information, providing insight on where campaigns can be improved. At the highest level, Business Intelligence (BI) dashboards provide the most data and filtering capabilities, and the additional advantage of LiveEngage s advanced campaign efficacy analytics. The following document provides an overview of the varying types of business reports offered by LiveEngage, including reports for both chat and messaging. Also provided is a comprehensive glossary of all LiveEngage business reporting metrics, including the description, calculation method and location of each metric in the context of the LiveEngage platform. Notes: i. Business reports are available in the Campaign Manager. They present Funnel reports in order to indicate the visitor s journey (visits, prospects etc..) within the selected timeframe. Therefore, the s are counted based on the visit start time. ii. Business reports present data according to the time zone configured in the account. Business Reports in LiveEngage Campaign Data Bar The Campaign Data Bar displays campaign data that is updated frequently, enabling Campaign Managers to change the goals and/or direction of their campaigns and s at their discretion. Campaigns are tied to brand goals, giving Campaign Managers the crucial information that they need to optimize their campaigns. The data displayed in this bar is refreshed every hour and the data freshness is four hours. 2

4 Campaign Dashboard The Campaign Dashboard graphically displays data that enables brands to easily evaluate the efficiency of their campaigns. Site Level Campaign Data Bar At the account level, the Campaign Data Bar provides Campaign Managers with a snapshot of how the campaigns in the account are performing. 3

5 Site Level Campaign Dashboard At the account level, the Campaign Dashboard further zones in on campaign analytics, providing Administrators and Campaign Managers with detailed information on the account s campaign implementation. 4

6 Campaign Manager s The Business Intelligence (BI) Dashboards provide still more data, more filtering capabilities, and the ability to analyze success factors and campaign effectiveness over time. Each layer presents information at an increasing level of detail and allows brands to pinpoint their campaigns strongest and weakest points and tailor them accordingly. The data freshness for the BI reports is four hours, and the data retention is 13 months rolling. Maximum report timeframe is 13 months. The BI Campaign Manager Dashboards are comprised of the Main dashboard called "Overview" with navigation to 3 detailed dashboards: "Targeting", "Engagements", "Conversion rate. In addition to the graphical dashboards, a grid view is available displaying the same reporting data in three levels: site, campaign and. Business Metrics in LiveEngage 5

7 VISITS Visits Total number of web sessions on the monitored web pages. Site > Data bar > Visits KPI All Dashboards > Data bar > Visits KPI Targeting > Targeting funnel Site PROSPECTS Prospects Number of visits that were eligible to receive at least one from any campaign. Includes the control group when one is defined. Site > Data bar > Prospects KPI Campaign > Data bar > Prospects KPI All Dashboards > Data bar > Prospects KPI Overview > Targeting Targeting > Targeting funnel Prospects rate Percentage of visits that were eligible for an out of total number of visits (Prospects) / (Visits) Targeting > Prospects rate Exposed Number of visits that received an offer. Overview > Targeting Targeting > Targeting funnel EXPOSURES Exposed Rate Percentage of visits that received an offer out of total number of visits. (Exposed) / (Visits) Targeting > Exposed rate Exposures Number of times an was offered to visitors. If was displayed multiple times in one session, it s counted Site > Data bar > Exposures KPI Campaign > Data bar > Exposures All Dashboards > Data bar > Exposures KPI Targeting > 6

8 once. Same type in the same session is counted once. Offline/Online/Content KPI Campaign > Performance Exposures: Total and Avg. Chat offline s Chat online s Messaging s Number of times a live chat was offered to visitors in an offline state. If the was displayed multiple times in one session, it will only be counted once. *Same type in the same session is counted once. This metric includes only the offline channel state. Number of times a specific live chat was offered to visitors in an online state. If the was displayed multiple times within one session, it will only be counted once. DISTINCT - Same type in the same session is counted once. This metric includes only the online channel state. Number of times a specific messaging was offered to visitors. If the was 7

9 displayed multiple times within one session, it will only be counted once. Content s Number of times a specific content was offered to visitors. If the was displayed multiple times within one session, it will only be counted once. DISTINCT - Same type in the same session is counted once. This metric includes only the content channel state. Avg. Exposures Average number of times a specific was offered to visitors within a session. (Exposures) / (Exposed) Targeting > Exposures: Total and Avg. Same type in the same session is counted once (Exposures are always DISTINCT) Engagement Views Number of times any was offered to visitors. If the was displayed multiple times within one session, each view is counted. Views - Same type in the same session is counted multiple 8

10 times *Offline *Online *Content Offline Engagement Views Number of times any live chat was offered to visitors in an offline state. If the was displayed multiple times within one session, each view is counted. Views - Same type in the same session is counted multiple times. This metric includes only the offline channel state. Online Engagement Views Number of times any live chat was offered to visitors in an online state. If the was displayed multiple times within one session, each view is counted. Views - Same type in the same session is counted multiple times. This metric includes only the online channel state. 9

11 Messaging Engagement Views Number of times any messaging was offered to visitors. If the was displayed multiple times within one session, each view is counted. Content Engagement Views Number of times any content was offered to visitors. If the was displayed multiple times within one session, each view is counted. Views - Same type in the same session is counted multiple times. This metric includes only the content channel state. Content clicks Number of content offers that were clicked by visitors. Engagements > Engagements breakdown ENGAGEMENTS Interactive chats Number of chats that contained at least one line of text from the visitor. Engagements > Engagements breakdown Interactive messaging Number of messaging conversations that were selected from queue by the agent. Engagements > Engagements breakdown 10

12 Engagements Number of interactive chats and clicks on content. *Per : **Goal type Site > Data bar > Engagements KPI Site > Engagements per goal type Campaign > Data bar > Engagements KPI Campaign > Performance All Dashboards > Data bar > Engagements KPI Overview > Engagements Rate of visits engaged Percentage of visits where visitors engaged (in an interactive chat or content click). (Engagements) / (Visits) Engagements > Rate of visits engaged Rate of prospects engaged Percentage of prospects that engaged (in an interactive chat or content click). (Engagements) / (Prospects) Engagements > Rate of visits engaged Engagements Rate Percentage of s that engaged (in an interactive chat or content click). (Engagements) / (Exposures) Engagements > Engagements rate CONVERSIONS Goal achieved per goal type Number of goals and conversions achieved. Includes all goal types. Site > Goal achieved per goal type Direct goals reached after Number of direct campaign goals reached after (content click, interactive live chat or 11

13 interactive messaging). Does not include conversion goals. Indirect goals reached after Number of indirect goals reached after (content click, interactive live chat or interactive messaging). An indirect goal is one that is not attached to a campaign. Indirect goals may still be achieved by an. Total goals reached after Number of goals reached after (content click, interactive live chat or interactive messaging). Does not include conversion goals. Goal reached rate after Percentage of goals achieved after s out of all visits that were exposed to s. Does not include conversion goals. (Goals reached after Exposures) / (Exposed) Campaign > Incremental goal reached: Campaign vs. Goal type Conversions > Goal reached after s - Goals reached Total conversions after Number of conversion goals achieved after. Site > Data bar > Conversions KPI Campaign > Data bar > Conversions KPI Campaign > Performance (Exposures, Engagements, All Dashboards > Data bar > Conversions KPI Conversions > Conversions after - Conversions 12

14 Conversions) Cross session direct conversions after Number of direct conversions achieved after an occurred in a previous visit. The previous visit is attributed to the same visitor by their browser and device. The length of time between sessions is defined in the campaign area footnote. Total direct conversions after Total number of direct conversions achieved after an. Total indirect conversions after Total number of indirect conversions achieved after an. An indirect conversion is one that achieved a goal not attached to a campaign. Conversions after content click Conversions after chats Number of conversions achieved after a content click. Number of conversions achieved after or during an interactive chat. Campaign > Conversions after content click Site > Conversions after chats Campaign > Conversions after 13

15 chats Total Conversions after Number of conversions achieved after or during (content click, interactive live chat or interactive messaging). Conversions > Conversions following - Conversions In session direct conversions after Number of direct conversions achieved after or during (content click, interactive live chat or interactive messaging) in the same session. Cross session direct conversions after Number of direct conversions achieved after an <x> occurred in a previous visit. The previous visit is attributed to the same visitor by their browser and device. The length of time between sessions is defined in the campaign area footnote. Total direct conversions after Total number of direct conversions achieved after an Total indirect conversions after Total number of indirect conversions achieved after an. An indirect conversion is one that achieved a 14

16 goal not attached to a Campaign. Conversion rate Percentage of conversions achieved after out of all exposed visits. (Conversions after Exposures) / (Exposed) Campaign > Conversion rate: Campaign vs. Goal type Campaign > Conversion rate: Campaign vs. Goal type Total conversion rate after Percentage of conversions achieved after or during an (content click or interactive chat) out of all visits containing an. *Please review the different between the metric calculations in LE vs. BI. In LE we divide by distinct s while in BI we divide by s. LE Dashboard: (Conversions after Engagements) / (Engagements)[DIS TINCT] BI and Grid: (Conversions after Engagements) / (Engagements Site > Conversion rates (CHAT, CONTENT (VTC), CONTENT (CTC), CONTROL) Campaign > Conversion rates (CHAT, CONTENT (VTC), CONTENT (CTC), CONTROL) Conversions > Conversions following - Conversions *Per : **Goal type Goal reached after chats Number of goals reached after an interactive chat. Does not include conversion goals. Campaign > Goal reached after chats Direct goals reached after Number of direct campaign goals reached after (content click, interactive live chat or interactive messaging). Does not include conversion goals. 15

17 Indirect goals reached after Number of indirect goals reached after (content click, interactive live chat or interactive messaging). An indirect goal is one that is not attached to a campaign. Indirect goals may still be achieved by an. Total goals reached after Number of goals reached after s (content click, interactive live chat or interactive messaging). Does not include conversion goals. Conversions > Goal reached following s - Goals reached Site Goal reached rate after Percentage of goals reached after or during (content click or interactive chat) out of all visits engaged. Does not include conversion goals. *Please review the different between the metric calculations in LE vs. BI. In LE we divide by distinct s while in BI we divide by s. LE Dashboard: (Goals reached after Engagements) / (Engagements)[DIS TINCT] BI and Grid: (Goals reached after Engagements) / (Engagements) Campaign > Goal reached rates (CHAT, CONTENT (VTC), CONTENT (CTC), CONTROL) Conversions > Goal reached following s - Goals reached REVENUE In session AOV after Avg. of the total revenue achieved after s out of the no. of purchase transactions completed after s. Exp. and purchase event happened in the same (Rev. after ) / (Total number of Site 16

18 session. ) Cross session AOV after Avg. of the total revenue achieved after s out of the number of purchase transactions completed after exp. Exp. and purchase event happened in 2 different sessions. (Rev. after ) / (Total number of ) Total AOV after Average of the total revenue achieved after s out of the number of purchase transactions completed after s. Campaign level calculation is total revenue of the campaign divided by total conversions of that campaign. Site - s) / (Total number of ) Campaign - s) / (Total number of conversions after ) Site > Avg. order value (AOV) (Exposed vs. Control group) Campaign > Avg. order value (AOV) (Exposed vs. Control group) Conversions > Conversions after - Average order values Total direct AOV after Average of the total direct revenue achieved after s out of the number of purchase transactions completed after s. Campaign level calculation is total revenue of the campaign divided by total direct conversions of that campaign. Site - s) / (Total number of ) Campaign - s) / (Total number of 17

19 conversions after ) In session direct AOV after Average of the total direct revenue achieved after s out of the number of purchase transactions completed after s. Exposure and purchase event happened in the same session. Site - s) / (Total number of ) Campaign level calculation is total revenue of the campaign divided by total conversions of that campaign. Campaign - s) / (Total number of conversions after ) Cross session direct AOV after Average of the total direct revenue achieved after s out of the number of purchase transactions completed after s. The and the purchase event happened in 2 different sessions (the previous visit is attributed to the same visitor by their browser and device; the length of time between sessions is defined in the campaign area footnote). Campaign level calculation is total revenue of the campaign divided by total conversions of that campaign. Site - s) / (Total number of ) Campaign - s) / (Total number of conversions after ) 18

20 Total direct AOV after Average of the total direct revenue achieved after s out of the number of purchase transactions completed after s. Site - s) / (Total number of ) Campaign - s) / (Total number of conversions after ) Total in session Total in session Site Total cross session Total cross session Site In session direct revenue after Total direct revenue achieved after s. Exposure and purchase event happened in the same session. Cross session direct revenue after Total direct revenue achieved after s. The and the purchase event happened in 2 different sessions (the previous visit is attributed to the same visitor by their browser and device; the 19

21 length of time between sessions is defined in the campaign area footnote). Total direct revenue after Total direct revenue achieved from all campaigns. Total indirect revenue after Total indirect revenue achieved. The indirect revenue is generated by conversions from s that achieved goals not attached to Campaigns. Total revenue without conversion after Total revenue achieved without conversions following Site Total revenue after Total revenue achieved after. Site > Data bar > Revenue KPI Campaign > Data bar > Revenue KPI All Dashboards > Data bar > Revenue KPI Conversions > Conversions after - Revenue Revenue after chat Revenue generated after interactive chats. Includes in session and cross session revenue. Site > Revenue after chats Campaign > 20

22 Revenue after chats In session AOV after Avg. of the total revenue achieved after s out of the no. of purchase transactions completed after s. and purchase event happened in the same session. (Rev. after ) / (Total number of ) Cross session AOV after Avg. of the total revenue achieved after s out of the no. of purchase transactions completed after s. and purchase event happened in 2 different sessions. (Rev. after ) / (Total number of ) Total AOV after Average of the total revenue achieved after s (content click, interactive live chat or interactive messaging) out of the number of purchase transactions completed after s. Site - s) / (Total number of s) Conversions > Conversions following - Average order values Campaign level calculation is total revenue of the campaign divided by total conversions of that campaign. Campaign - s) / (Total number of conversions after s) In session direct AOV after Average of the total revenue achieved after s Site - (Revenue after 21

23 (content click, interactive live chat or interactive messaging) out of the number of purchase transactions completed after s. Engagement and purchase event happened in the same session. Campaign level calculation is total revenue of the campaign divided by total conversions of that campaign. s) / (Total number of s) Campaign - s) / (Total number of conversions after s) Cross session direct AOV after Average of the total revenue achieved after s (content click, interactive live chat or interactive messaging) out of the number of purchase transactions completed after s. Engagement and purchase event happened in 2 different sessions. Campaign level calculation is total revenue of the campaign divided by total conversions of that campaign. Site - s) / (Total number of s) Campaign - s) / (Total number of conversions after s) Total direct AOV after Average of the total direct revenue achieved after s out of the number of purchase transactions completed after. Site - s) / (Total number of ) 22

24 Campaign - s) / (Total number of conversions after ) Total in session Total in session Site Total cross session Total cross session Site In session direct revenue after Total direct revenue achieved after s. Engagement and purchase event happened in the same session. Cross session direct revenue after Total direct revenue achieved after. Engagement and purchase event happened in 2 different sessions (previous visit is attributed to the same visitor by their browser and device; length of time btw. sessions is defined in campaign area footnote.) Total direct revenue after Total direct revenue achieved from all campaigns. 23

25 Total indirect revenue after Total indirect revenue achieved. The indirect revenue is generated by conversions from s that achieved goals not attached to Campaigns. Total Revenue after Total revenue achieved after s (content click, interactive live chat or interactive messaging). Conversions > Conversions following - Revenue Total revenue without conversion after Total revenue achieved without conversions following Site Accepted offers Number of all offers that were accepted by visitors. Offline chat offers accepted Number of offline chat offers that were clicked by visitors. INVITES Online chat offers accepted Number of online chat offers that were accepted by visitors Messaging offers accepted invites Number of messaging offers that were accepted by visitors. Content clicked Number of content invites that were clicked by visitors. 24

26 Connected Number of chats that were connected to agents. Connected messaging Number of messaging conversations that were connected to agents. Abandoned Number of chats that abandoned the queue by visitors. Date Date on which the specified action took place. Note: Subsequent actions, for example, conversions or goal reached are attributed to this date. Site ID Campaign name Name of the campaign. Campaign; Goal Goal of the campaign. Campaign; Engagement Name Engagement Format Name of the. Type of (sticky, toaster, banner, etc.). Created Date Date the was created. STATUS Modified Date Date the was modified. Was Deleted Date the was Deleted. 25

27 Skill Skill the is routed to. Channel Engagement channel - either conversation or content. Current conversation type Either Interactive live chat or interactive messaging Engagement position Position on the screen where the is displayed. CONFIG. Visitor behavior of the in the website. can be a specific page or a set of pages or sections. The visitor behavior that triggered the. Ignore max wait time Whether or not the chat invitation is displayed to the visitor once the estimated wait time is greater than the max wait time that was defined. Follow me time The follows visitors by being redisplayed to them as they navigate through pages or sections of your website. This behavior persists throughout this defined timeframe. 26

28 Follow me pages The follows visitors by being redisplayed to them as they navigate through pages or sections of your website. This behavior persists throughout this defined specific number of pages Note: Goals and conversions related to an interactive chat are counted upon the initiation of the chat. Appendix Glossary of Terms Term AOV Engagement type Engagement format Definition Average Order Value Includes chat or content Includes Embedded, Sticky, Overlay, Toaster, Slide-out, and Peeling corner This document, materials or presentation, whether offered online or presented in hard copy ("LivePerson Informational Tools") is for informational purposes only. LIVEPERSON, INC. PROVIDES THESE LIVEPERSON INFORMATIONAL TOOLS "AS IS" WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. The LivePerson Informational Tools contain LivePerson proprietary and confidential materials. No part of the LivePerson Informational Tools may be modified, altered, reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), without the prior written permission of LivePerson, Inc., except as otherwise permitted by law. Prior to publication, reasonable effort was made to validate this information. The LivePerson Information Tools may include technical inaccuracies or typographical errors. Actual savings or results achieved may be different from those outlined in the LivePerson Informational Tools. The recipient shall not alter or remove any part of this statement. Trademarks or service marks of LivePerson may not be used in any manner without LivePerson's express written consent. All other company and product names mentioned are used only for identification purposes and may be trademarks or registered trademarks of their respective companies. LivePerson shall not be liable for any direct, indirect, incidental, special, consequential or exemplary damages, including but not limited to, damages for loss of profits, goodwill, use, data or other intangible losses resulting from the use or the inability to use the LivePerson Information Tools, including any information contained herein LivePerson, Inc. All rights reserved. 27