Metric definitions

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 an agent.

Inbound Events originated by a visitor.

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

Metrics

Calls Held

Counts the total number of proactive and inbound audio or video calls that were accepted and connected. This metric is available for an organization, individual users, and pages.

Calls Missed

Counts instances where a visitor’s help request was missed and no follow-up audio or video call was accepted during their session. This metric is available for an organization, individual users, and pages.

Conversations Held

Counts the total number of chat conversations that started and received a reply, where a reply is either an agent responding to a visitor-initiated conversation or a visitor responding to a conversation started by an agent, bot, or AI. The conversation ends if the visitor leaves the site for more than 5 minutes. This metric is available for an organization, individual users, and pages.

Missed Visitor Conversations

Counts the total number of chat conversations started by a visitor that never received a reply from an agent, bot, or AI. This metric is available for an organization and pages, but not for individual users.

Meetings Booked

Counts the total number of meetings scheduled through the Rep.ai scheduler within a specific time period. This metric is available for an organization (total meetings) and individual users (meetings booked with each agent), but not for pages.