Board path
Live Commerce > Account overview
Why use this board
Use this board to review account-level live commerce metrics in depth; monitor sessions, sales, and engagement across your program.
Board controls
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Data source: Select a value from the toolbar.
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Aggregation: Day, Week, Month, Quarter, Year.
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Date range: Defaults to the last 30 days. The board subtitle shows the active range when available.
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Export: Export the table to XLSX, including the selected date range when available.
Metrics on this board
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Available hours — Service Available %
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Available hours — Service Available Hrs
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Total hours Online — Staff performance
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Total talk times — Staff performance
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Accepted users — Staff performance
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Missed users — Staff performance
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Declined users — Staff performance
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Unique valuable users — Unique Valuable Users
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Revenue by item category — Revenue by item category
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Number of appointments — Unique Users Trend
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Unique valuable users — Unique Valuable Users %
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Number of page views — Total page views trend in last 7 days
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Conversion Rate % — Conversion Rate %
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No interaction — No interaction percentage
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Minutes — All users in Call Hrs
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Seconds — Average time to answer (seconds)
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Customer service percentage — Customer service percentage
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Non ATB Conversion Rate percentage — Non ATB Conversion Rate percentage
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Add to basket orders — Add to basket orders
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Average Order Value — Average Order Value
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ATB unique valuable users — ATB unique valuable users
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Unique missed user — Unique Missed Users %
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Seconds — Average time to decline (seconds)
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Minutes — Average valuable talk time (minutes)
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Number of Sales — Sales revenue by date
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Customer Rating score — Average Customer Rating
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Clerk surveys completed — Clerk surveys completed
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Unique missed users — Total unique missed users
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[Top Customer's Comments] — Top comments
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ATB Users accepted — ATB Users accepted
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Unique valuable users — Total unique valuable users
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Hours — Hours logged in
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Number of hours — Service hours by availability trend
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Minutes — Average talk time (minutes)
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Unique accepted user — Unique Accepted Users %
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ATB Conversion Rate Percentage — ATB Conversion Rate Percentage
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_Not specified._ — Sales Performance
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Unique users trend — Unique users trend by Hour
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Rating — Average customer rating - Q3
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Unique accepted users — Total unique accepted users
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Minutes — Total talk time (minutes)
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Unavailable hours — Service Unavailable Hrs
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Unique users — Total unique users
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Total attributed revenue — Total attributed revenue
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Unique declined users — Total unique declined users
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Average units per order — Average units per order
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Total Attributed Revenue — Total Attributed Revenue
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Unique declined user — Unique Declined Users %
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Unique Users by Page URL (Top 5) — Unique Users by Page URL (Top 5)
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Business hours — Business hours
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Percentage — General percentage
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Conversion rate — Conversion rate
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Sale percentage — Sale percentage
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ATB CR uplift percentage (over non-ATB) — ATB CR uplift percentage (over non-ATB)
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Potential Unique Users — Potential Unique Users
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Percentage — Missed opportunity percentage
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Percentage — Service availability percentage
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Percentage — Unique Users Accepted %
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Orders — Total orders
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Percentage — Hours logged in %
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Customer survey completed — Customer survey completed
Widgets
Service Available %
What it measures: The percentage of business hours during which retailer was marked as Online to front-end users due to at least one advisor being available to chat or take calls. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Available hours
Visualization: Value
Service Available Hrs
What it measures: The total number of hours during which the retailer was marked as online to front-end users due to at least one advisor being available to chat or take calls. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Available hours
Visualization: Value
Staff performance
What it measures: An overview of the staff performance between the selected data range for the given retailer. Shown in a sortable table — use it for exact values per row and to compare individual items (for example agents, profiles, or authors).
Metrics: Total hours Online, Total talk times, Accepted users, Missed users, Declined users
Visualization: Table
Unique Valuable Users
What it measures: The total number of unique users who interacted with an advisor for at least 30 seconds within the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Unique valuable users
Visualization: Value
Revenue by item category
What it measures: An overview of the total amount of revenue generated by item category within the selected date range. Shown as vertical bars — compare categories side by side to see which drives the most volume.
Metrics: Revenue by item category
Visualization: Bar chart
Unique Users Trend
What it measures: An overview of unqiue users who have attempted to interact with an advisor (accepted, declined,missed) between the selected date range for the given retailer. Shown as vertical bars — compare categories side by side to see which drives the most volume.
Metrics: Number of appointments
Visualization: Bar chart
Unique Valuable Users %
What it measures: The percentage of unique users who interacted with an advisor for at least 30 seconds within the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Unique valuable users
Visualization: Value
Total page views trend in last 7 days
What it measures: An overview of the total number of retailer webpage views when the retailer account was both available (set to online) and unavailable (set to offline) to front-end users, segregated by the date of the page view, this graph can help you assess whether your live advisor service is sufficently staffed and meeting the demand of webpage views, note: to ensure clear visibility, this metric shows the last 7 days of data up to the selected end date when the selected date range is too extensive to fit into the graph view. Shown as vertical bars — compare categories side by side to see which drives the most volume.
Metrics: Number of page views
Visualization: Bar chart
Conversion Rate %
What it measures: The total number of 1:1 orders attributed to live advisors within the selected date range, divided by the total number of daily unique users whose interaction lasted 30+ seconds. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Conversion Rate %
Visualization: Value
No interaction percentage
What it measures: The percentage of no interation survey results given by an advisor following an accepted interaction (survey result = 1). Shown as a single KPI — use it as the headline number for the selected period.
Metrics: No interaction
Visualization: Value
All users in Call Hrs
What it measures: The total number of hours during which all advisors were in call/interacting with a customer (0 advisors were available for a call) during business hours. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Minutes
Visualization: Value
Average time to answer (seconds)
What it measures: The average number of seconds between when a call begins ringing on an advisor's device (excluding server lag) and the moment when the advisor successfully answers the call. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Seconds
Visualization: Value
Customer service percentage
What it measures: The percentage of customer service survey results given by an advisor following an accepted interaction (survey result = 2). Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Customer service percentage
Visualization: Value
Non ATB Conversion Rate percentage
What it measures: The total number of 1:1 sales attributed to live advisors within the selected date range, divided by the total number of daily unique users whose interactions lasted 30+ seconds and who were non-atb customers. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Non ATB Conversion Rate percentage
Visualization: Value
Add to basket orders
What it measures: The total number of add to basket sales attributed to the retailer within the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Add to basket orders
Visualization: Value
Average Order Value
What it measures: The average amount spent by users per transaction attributed to an advisor, average order value is calcualted by divding total attributed revenue by the total number of orders over the selected date range, this metric includes external sales made within a designated time window following a live advisor interaction. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Average Order Value
Visualization: Value
ATB unique valuable users
What it measures: The total number of unique valuable users who interacted with an advisor, where the add to basket feature was used and the interaction lasted at least 30 seconds within the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: ATB unique valuable users
Visualization: Value
Unique Missed Users %
What it measures: The percentage of unique users who started an interaction with an advisor within the selected date range but the advisor missed the interaction. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Unique missed user
Visualization: Value
Average time to decline (seconds)
What it measures: The average number of seconds between when a call begins ringing on an advisor's device (excluding server lag) and the moment when the advisor declines the call. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Seconds
Visualization: Value
Average valuable talk time (minutes)
What it measures: The average number of minutes advisors spent on accepted call routings that lasted at least 30 seconds during the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Minutes
Visualization: Value
Sales revenue by date
What it measures: An overview of the total amount of revenue generated per day from sales attributed within the selected date range, this metric includes external sales made within a designated time window following an interaction (e.g. within 30 days or as configured). Shown as vertical bars — compare categories side by side to see which drives the most volume.
Metrics: Number of Sales
Visualization: Bar chart
Average Customer Rating
What it measures: The average of all customer ratings (customer satisfaction scores) across all live advisor surveys within the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Customer Rating score
Visualization: Value
Clerk surveys completed
What it measures: The total number of advisor surveys completed following a accepted interaction. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Clerk surveys completed
Visualization: Value
Total unique missed users
What it measures: The total number of unique users who started an interaction with an advisor within the selected date range but the advisor missed the interaction. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Unique missed users
Visualization: Value
Top comments
What it measures: The top comments provided by the customers within the selected date range. Shown as vertical bars — compare categories side by side to see which drives the most volume.
Metrics: [Top Customer's Comments]
Visualization: Bar chart
ATB Users accepted
What it measures: The number of users who interacted with an advisor where an add to basket suggestion was accepted by the customer within the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: ATB Users accepted
Visualization: Value
Total unique valuable users
What it measures: The total number of unique users who interacted with an advisor for at least 30 seconds within the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Unique valuable users
Visualization: Value
Hours logged in
What it measures: The total number of hours in which at least one advisor was actively signed into the system during the selected date range, including both when set to online and offline. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Hours
Visualization: Value
Service hours by availability trend
What it measures: An overview of service availability by day between the selected date range for the given retailer. Shown as vertical bars — compare categories side by side to see which drives the most volume.
Metrics: Number of hours
Visualization: Bar chart
Average talk time (minutes)
What it measures: The average number of minutes advisors spent on accepted call routings that lasted at least 30 seconds during the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Minutes
Visualization: Value
Unique Accepted Users %
What it measures: The percentage of unique users who interacted with an advisor within the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Unique accepted user
Visualization: Value
ATB Conversion Rate Percentage
What it measures: Percentage of atb users that went on to complete the sale. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: ATB Conversion Rate Percentage
Visualization: Value
Sales Performance
What it measures: The distribution of staff sales conversion and aov (conversion rate & Average Order Value) by advisor sized by number of unique valuable users between the given date range for the given retailer. Shown as a chart — use it to compare values visually rather than reading a single total.
Metrics: _Not specified._
Visualization: Chart
Unique users trend by Hour
What it measures: The distribution of unique users who have attempted to interact with an advisor (accepted, declined, missed) between the selected date range, aggregated by hour for the given retailer. Shown as vertical bars — compare categories side by side to see which drives the most volume.
Metrics: Unique users trend
Visualization: Bar chart
Average customer rating - Q3
What it measures: The average rating provided by customers in response to question 3 (did you find our staff knowledgable and helpful?) of the post-interaction survey during the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Rating
Visualization: Value
Total unique accepted users
What it measures: The total number of unique users who interacted with an advisor within the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Unique accepted users
Visualization: Value
Total talk time (minutes)
What it measures: The total number of hours advisors spent on accepted call routings during the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Minutes
Visualization: Value
Service Unavailable Hrs
What it measures: The total number of hours during which the retailer was marked as offline to front-end users during business hours, this indicates that no advisors were signed-in or that all available advisors were occupied on a call. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Unavailable hours
Visualization: Value
Total unique users
What it measures: The total number of unique users who started interaction with an advisor that was accepted, declined, or missed within the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Unique users
Visualization: Value
Total attributed revenue
What it measures: The total amount of revenue generated from orders attributed to advisors within the selected date range. This metric also includes external sales made within a designated time window following a live advisor interaction. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Total attributed revenue
Visualization: Value
Total unique declined users
What it measures: The total number of unique users who started an interaction with an advisor within the selected date range but the advisor declined the interaction. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Unique declined users
Visualization: Value
Average units per order
What it measures: The average number of items bought by the customer for each checkout from sales attributed within the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Average units per order
Visualization: Value
Total Attributed Revenue
What it measures: The total amount of revenue generated from orders attributed to advisors within the selected date range, this metric also includes external sales made within a designated time window following a live advisor interaction. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Total Attributed Revenue
Visualization: Value
Unique Declined Users %
What it measures: The percentage of unique users who started an interaction with an advisor within the selected date range but the advisor declined the interaction. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Unique declined user
Visualization: Value
Unique Users by Page URL (Top 5)
What it measures: An overview of the top 5 page urls where unique users have started an interaction with an advisor between the selected date range for the given retailer. Shown as a breakdown by category — use it when share of the total matters more than exact values.
Metrics: Unique Users by Page URL (Top 5)
Visualization: Pie / breakdown
Business hours
What it measures: The total number of business hours for a given retailer within the selected date range, as defined by the retailer account admin. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Business hours
Visualization: Value
General percentage
What it measures: The percentage of general survey results given by an advisor following an accepted interaction (survey result = 3). Shown as a KPI with period-over-period change — use it to see whether the metric is rising or falling.
Metrics: Percentage
Visualization: Value with change
Conversion rate
What it measures: The total number of 1:1 orders attrbuted to live advisors within the selected date range, divided by the total number of daily unique users whose interaction lasted 30+ seconds. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Conversion rate
Visualization: Value
Sale percentage
What it measures: The percentage of survey results given by an advisor following an accepted interaction where the advisor deemed that a sale may happen (survey result = 4). Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Sale percentage
Visualization: Value
ATB CR uplift percentage (over non-ATB)
What it measures: The % uplift of using add to basket over non-atb conversion rate. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: ATB CR uplift percentage (over non-ATB)
Visualization: Value
Potential Unique Users
What it measures: The total number of unique users that could have been achieved if 100% service availability was achieved between the selected date range for the given retailer. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Potential Unique Users
Visualization: Value
Missed opportunity percentage
What it measures: The percentage of service unavailability where the number of advisors available was 0 within the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Percentage
Visualization: Value
Service availability percentage
What it measures: The percentage of business hours during which the retailer was marked as online to front-end users due to at least one advisor being available to chat or take calls. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Percentage
Visualization: Value
Unique Users Accepted %
What it measures: The percentage of unique users who interacted with an advisor within the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Percentage
Visualization: Value
Total orders
What it measures: The total number of 1:1 sales attributed to advisors within the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Orders
Visualization: Value
Hours logged in %
What it measures: The percentage of hours where at least one advisor was signed into the system during the selected date range relative to the total working hours of the selected retailer. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Percentage
Visualization: Value
Customer survey completed
What it measures: The total number of customer surveys completed following a accepted interaction. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Customer survey completed
Visualization: Value