Board path
Live Commerce > Operational performance
Why use this board
Use this board to monitor live commerce operations; review session handling, wait times, and throughput against targets.
Board controls
-
Data source: Select a value from the toolbar.
-
Aggregation: Day, Week, Month, Quarter, Year.
-
Date range: Defaults to the last 30 days. The board subtitle shows the active range when available.
-
Export: Export the table to XLSX, including the selected date range when available.
Metrics on this board
-
Minutes — Average valuable time (minutes)
-
Minutes — All users in call hours
-
Percentage — Missed opportunity percentage
-
Number of routings — Routings by type
-
Missed routings — Total missed routings
-
Declined routings — Total declined routings
-
Percentage — Total Accepted Routings Percentage
-
Percentage — Total Missed Routings Percentage
-
Business hours — Business hours
-
Available hours — Service available hours
-
Calls — Call types
-
Minutes — Total talk time (minutes)
-
Potential Unique Users — Potential Unique Users
-
general_percentage — Completed surveys
-
sale_percentage — Completed surveys
-
customer_service_perc — Completed surveys
-
no_interaction_perc — Completed surveys
-
Unavailable hours — Service unavailable hours
-
Clerk surveys completed — Clerk surveys completed
-
Seconds — Average time to answer (seconds)
-
Customer survey completed — Customer survey completed
-
Number of hours — Service hours by availability trend
-
Percentage — Service availability percentage
-
Number of page views — Total page views trend in last 7 days
-
Seconds — Average time to decline (seconds)
-
Rating — Average customer rating - Q3
-
No interaction percentage — No interaction percentage
-
Customer service percentage — Customer service percentage
-
Percentage — Total Declined Routings Percentage
-
Hours — Hours logged in
-
Percentage — Hours logged in percentage
-
Total routings — Total routings
-
Accepted routings — Total accepted routings
-
Unique users — Unique users by referral URL
-
Minutes — Average talk time (minutes)
-
General percentage — General percentage
-
Sale percentage — Sale percentage
Widgets
Average valuable 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
All users in call hours
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
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
Routings by type
What it measures: The distribution of the total number of routings during the selected date range, segregated by routing type (accepted, missed, or declined). Shown as vertical bars — compare categories side by side to see which drives the most volume.
Metrics: Number of routings
Visualization: Bar chart
Total missed routings
What it measures: The total number of missed routings for the retailer account during the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Missed routings
Visualization: Value
Total declined routings
What it measures: The total number of declined routings during the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Declined routings
Visualization: Value
Total Accepted Routings Percentage
What it measures: The percentage of accepted routings for the retailer account during the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Percentage
Visualization: Value
Total Missed Routings Percentage
What it measures: The percentage of missed routings for the retailer account during the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Percentage
Visualization: Value
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
Service available hours
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
Call types
What it measures: The distribution of calls during the selected date range, segregated by call type, as defined by the advisor in the post-interaction survey. Shown as a trend over time — use it to spot spikes, drops, and seasonality across the selected period.
Metrics: Calls
Visualization: Line chart
Total talk time (minutes)
What it measures: The total number of hours advisors spent on accepted call routings during the selected date rang.e. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Minutes
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
Completed surveys
What it measures: The distribution of survey results given by advisors within a selected date range. Shown as a breakdown by category — use it when share of the total matters more than exact values.
Metrics: general_percentage, sale_percentage, customer_service_perc, no_interaction_perc
Visualization: Pie / breakdown
Service unavailable hours
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
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
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 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
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
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
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
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 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
No interaction percentage
What it measures: The percentage of no interaction 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 percentage
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
Total Declined Routings Percentage
What it measures: The percentage of declined routings for the retailer account during the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Percentage
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
Hours logged in percentage
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
Total routings
What it measures: The total number of accepted, missed, or declined routings for the retailer account 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 accepted routings
What it measures: The total number of accepted routings for the retailer account during the selected date range. Shown as a single KPI — use it as the headline number for the selected period.
Metrics: Accepted routings
Visualization: Value
Unique users by referral URL
What it measures: The distribution of unique users who initiated an interaction with an advisor, segregated by the url the user clicked to initiate the interaction. Shown in a sortable table — use it for exact values per row and to compare individual items (for example agents, profiles, or authors).
Metrics: Unique users
Visualization: Table
Average talk time (minutes)
What it measures: The average 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
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 single KPI — use it as the headline number for the selected period.
Metrics: General percentage
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