Engage performance metric definitions

Engage performance analytics tracks your team's performance with key metrics. This doc explains what each one means and how it's calculated.

Key Definitions

Proactive Events originated by a rep.

Inbound Events originated by a visitor.

Visitor Session A visitor's uninterrupted visit on your website.

Live Website Calls Metrics

Proactive Website Calls (Rep → Visitor)

Proactive Website Calls Attempted Counts every time a rep initiates a website call with a visitor, regardless of the outcome. This metric tracks proactive rep engagement intent and is available for an organization, individual users, and pages.

Proactive Website Calls Accepted Counts proactive website calls that visitors accept when offered by a rep. This metric validates successful proactive rep behavior and is available for an organization, individual users, and pages.

Inbound Website Calls (Visitor → Rep)

Inbound Website Calls Requested Counts when a visitor initiates a website call, even if later canceled. This metric tracks genuine visitor intent to connect and is available for an organization and pages.

Inbound Website Calls Missed Counts instances where a visitor waits for a website call connection but no rep answers. This represents a failure to connect with an engaged visitor. This metric is available for an organization and pages.

Inbound Website Calls Answered Counts when a rep answers an inbound website call. The website call is considered answered once the rep clicks "Answer," regardless of whether the visitor accepts the subsequent connection. This metric is available for an organization, individual users, and pages.

All Website Calls

Website Calls Held Sum of Proactive Website Calls Attempted and Inbound Website Calls Answered. This metric is available for an organization, individual users, and pages.

Live Chat Conversation Metrics

Proactive Live Chat Conversations (Rep → Visitor)

Proactive Live Chat Conversations Attempted Counts when a rep sends a message to a visitor before the visitor has sent a message. Each visitor session can have at most one proactive live chat conversation attempt. This metric tracks rep-initiated engagement efforts and is available for an organization, individual users, and pages.

Proactive Live Chat Conversations Accepted Counts when the visitor responds to the rep's message. Each visitor session can have at most one proactive live chat conversation acceptance. This metric represents successful proactive engagement and is available for an organization, individual users, and pages.

Inbound Live Chat Conversations (Visitor → Rep)

Inbound Live Chat Conversations Requested Counts when a visitor sends a chat message before being messaged by a rep, regardless of response or outcome. Each visitor session can have at most one inbound live chat conversation request. This metric tracks visitor-initiated contact attempts and is available for an organization and pages.

Inbound Live Chat Conversations Missed Counts when a visitor sends a message but does not receive a reply from a rep during the visitor session. This metric identifies lost engagement opportunities and is available for an organization and pages, but not for individual users.

Inbound Live Chat Conversations Answered Counts when a human rep responds to a visitor's message during the same visitor session. This metric is available for an organization, individual users, and pages.

All Live Chat Conversations

Live Chat Conversations Held Sum of Proactive Live Chat Conversations Accepted and Inbound Live Chat Conversations Answered. This metric is available for an organization, individual users, and pages.