Board path
Live Commerce > Advisor performance
Why use this board
Use this board to compare live commerce advisor performance; identify top performers and coaching needs on conversion and session quality.
Board controls
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Data source: Select a value from the toolbar.
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Clerks: 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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hours — Time in survey (hours)
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hours — Total talk time (hours)
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hours — Scheduled talk time (hours)
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Rating — Average customer rating Q3
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seconds — Average time to decline (seconds)
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Total Unique Missed User — Total unique missed user
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Total Unique Declined User — Total unique declined user
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Average order value — Average order value
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Total attributed revenue — Total attributed revenue
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Average CSAT — Average CSAT
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hours — Total hours signed-in
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hours — Total hours online
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minutes — Average valuable talk time (mins)
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minutes — Average talk time (mins)
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No interaction — No interaction survey percentage
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Customer surveys completed — Customer surveys completed
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Sales survey — Sales survey percentage
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General survey — General survey percentage
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seconds — Average time to answer (seconds)
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hours — Total hours offline
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Total Unique User — Total unique user
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Total Unique Accepted User — Total unique accepted user
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Customer service — Customer service percentage
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hours — Total hours inactive
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Total hours signed-in — Advisor performance overview
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Total hours inactive — Advisor performance overview
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Time in survey — Advisor performance overview
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Total hours Online — Advisor performance overview
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Total hours Offline — Advisor performance overview
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Total talk time — Advisor performance overview
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Scheduled talk time — Advisor performance overview
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Total attributed revenue — Total attributed revenue trend
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Total routings — Total routings
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Orders — Total orders
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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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CSAT — CSAT trend
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Number of routings — CSAT trend
Widgets
Time in survey (hours)
What it measures: The total number of hours an advisor has spent engaged in the post-interaction survey. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: hours
Visualization: Value
Total talk time (hours)
What it measures: The total number of hours the selected advisor spent on an accepted call during the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: hours
Visualization: Value
Scheduled talk time (hours)
What it measures: The total number of hours the selected advisor spent in a scheduled call within the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: hours
Visualization: Value
Average customer rating Q3
What it measures: The average csats (customer satisfaction scores) for question 3 received by the selected advisor via surveys submitted within the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Rating
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
Total unique missed user
What it measures: The total number of unique users who started interaction with the selected advisor that was missed within the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Total Unique Missed User
Visualization: Value
Total unique declined user
What it measures: The total number of unique users who started interaction with the selected advisor that was declined within the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Total Unique Declined User
Visualization: Value
Average order value
What it measures: An overview of the average amount spent by users per transaction attributed to the selected advisor, average order value is calcualted by divding total revenue over the selected date range by the total number of orders, this metric includes external sales made within a designated time window following an interaction (e.g. within 30 days or as configured). Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Average order value
Visualization: Value
Total attributed revenue
What it measures: The total amount of revenue generated from orders attributed to the selected advisor within the selected date range, this metric includes external orders made within a designated time window following an interaction (e.g. within 30 days or as configured). Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Total attributed revenue
Visualization: Value
Average CSAT
What it measures: The average of all csats (customer satisfaction scores) received by the selected advisor via surveys submitted within the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Average CSAT
Visualization: Value
Total hours signed-in
What it measures: The total number of hours in which the selected 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
Total hours online
What it measures: The total number of hours the advisor was both signed in and actively available (set to online) to receive calls or chats within the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: hours
Visualization: Value
Average valuable talk time (mins)
What it measures: The average number of mins in which the selected advisor was actively in call with a customer during the selected date range, where the call duration was more than 30 secs. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: minutes
Visualization: Value
Average talk time (mins)
What it measures: The average number of mins an 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
No interaction survey percentage
What it measures: The percentage of no interaction surveys completed by the advisor via surveys submitted within the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: No interaction
Visualization: Value
Customer surveys completed
What it measures: The total number of customer surveys completed which were received by the selected advisor via surveys submitted within the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Customer surveys completed
Visualization: Value
Sales survey percentage
What it measures: The percentage of sale surveys completed by the advisor via surveys submitted within the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Sales survey
Visualization: Value
General survey percentage
What it measures: The percentage of general surveys completed by the advisor via surveys submitted within the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: General survey
Visualization: Value
Average time to answer (seconds)
What it measures: The average number of seconds between when a call begins ringing on the selected 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
Total hours offline
What it measures: The total number of hours the selected advisor was signed in but unavailable (set to offline) to receive calls or chats within the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: hours
Visualization: Value
Total unique user
What it measures: The total number of unique users who started interaction with the selected 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: Total Unique User
Visualization: Value
Total unique accepted user
What it measures: The total number of unique users who started interaction with the selected advisor that was accepted within the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Total Unique Accepted User
Visualization: Value
Customer service percentage
What it measures: The percentage of customer service surveys completed by the advisor via surveys submitted within the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Customer service
Visualization: Value
Total hours inactive
What it measures: The total amount of hours in which the selected advisor's device was not conected to the network during the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: hours
Visualization: Value
Advisor performance overview
What it measures: An overview of performance metrics for all advisors during the selected date range. 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 signed-in, Total hours inactive, Time in survey, Total hours Online, Total hours Offline, Total talk time, Scheduled talk time
Visualization: Table
Total attributed revenue trend
What it measures: An overview of the total amount of revenue generated from sales attributed to the selected advisor within the selected date range, grouped by date of the live advisor interaction, this metric includes external sales made within a designated time window following an interaction (e.g. within 30 days or as configured). Shown as a trend over time — use it to spot spikes, drops, and seasonality across the selected period.
Metrics: Total attributed revenue
Visualization: Line chart
Total routings
What it measures: The total number of accepted, rejected, and missed routings attributed to the selected advisor during the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Total routings
Visualization: Value
Total orders
What it measures: The total number of 1:1 sales attributed to the selected advisor within the selected date range. Shown as a KPI with period-over-period change — use it to see whether the metric is rising or falling.
Metrics: Orders
Visualization: Value with change
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
CSAT trend
What it measures: An overview of all csats (customer satisfaction scores) received by the selected advisor in surveys submitted during the selected date range, segregated by the date of the interaction. Shown as a trend over time — use it to spot spikes, drops, and seasonality across the selected period.
Metrics: CSAT, Number of routings
Visualization: Line chart