Analytics Metric Glossary
Glossary of Metric Definitions
This glossary contains definitions of some of our most commonly used metrics within Capacity Analytics.
Conversation Session
A new conversation session begins with an initial inquiry or message when no existing active conversation for the user exists. A conversation session will be terminated when either of the two conditions listed below are met.
If a conversation doesn't have any interactions for 30 minutes, then it's expired and a new conversation session would be created on the next inquiry. *
If a "halt" word is used, then the current conversation session is terminated. Halt words are:
- exit
- stop
- stop it
- quit
- quit it
- escape
- knock it off
- cancel
* SMS channel has additional overrides that can terminate a session early or extend it for longer.
Conversion
A conversion is a conversation session marked with a resolution type of conversion. The resolution type of conversion can be recorded either by explicitly denoting specific conversion checkpoints in a conversation flow or when using our AI agents, by the prompt instructions for classifying a conversion resolution type.
Conversion Rate
The number of conversation sessions that are marked as a conversion over the total number of sessions for that same time period.
| Conversion Rate = | # of conversion conversation sessions | x 100 |
| # of total conversation sessions |
Deflection
A deflection is a conversation session* that concludes with a desired outcome for the user without escalation or negative feedback. Specifically, within a conversation session:
- there was no recorded escalation
- it did not result in a “no match” system message conclusion
- it did not result in thumbs down feedback
By default, our system will consider the creation of a Capacity Helpdesk ticket or the start of a Capacity Live Chat session as an escalation.
*We exclude conversation sessions that did not go past the welcome message or are classified as a chit chat exchange.
Deflection Rate
The number of conversation sessions that are marked as a deflection over the total number of sessions for that same time period.
| Deflection Rate = | # of total conversation sessions - (# of escalation conversation sessions + # of no match conclusions + # of negative feedback on a simple exchange) | x 100 |
| # of total conversation sessions* |
*We exclude conversation sessions that did not go past the welcome message or are classified as a chit chat exchange
Escalation
An escalation is a conversation session marked with a resolution type of escalation. The resolution type of escalation can be recorded either by explicitly denoting specific escalation checkpoints in a conversation flow or when using our AI agents, by the prompt instructions for classifying an escalation resolution type.
Escalation Rate
The number of conversation sessions that are marked as an escalation over the total number of sessions for that same time period.
| Escalation Rate = | # of escalation conversation sessions | x 100 |
| # of total conversation sessions |
Feedback Rates
Feedback Rate refer to the number of conversation sessions that contain one or more feedback indicators over the total number of sessions for the same timeframe. A Negative Feedback Rate is more specifically scoped to the number of conversation sessions that contain a thumbs down, negative feedback indicator over the total number of sessions in the same timeframe.
Resolution Types
Resolution Types are an explicit set of options that can be set on one or more steps within a conversation flow to indicate how to classify that step. Current resolution types include Escalation and Conversion. For more details, please read our Resolution Types in Guided Conversations article.