AVA Analytics Glossary

Please see our breakdown of the metrics we track and their definitions.

Widgets & Metrics:

• Widget Impressions: The total number of times a widget has been displayed or viewed on a webpage or interface within a specific timeframe. It indicates the reach or exposure of the widget to the audience.
• Widget Clicks: The total number of times users have interacted with or clicked on a widget within a specific timeframe. It measures the engagement level of the audience with the widget.
• Widget CTR (Visitor Based): Widget Click-Through Rate (CTR) is a metric that measures the ratio of clicks on a widget to the total number of widget impressions, expressed as a percentage. The visitor-based CTR calculates the percentage of unique visitors who clicked on the widget after viewing it.
• Widget Impression Trend: The pattern or direction of change in the number of widget impressions over a period of time. It shows whether the visibility or exposure of the widget is increasing, decreasing, or remaining stable, allowing for analysis of its performance trends.

Conversation Metrics:

• Total Conversations: The total number of interactions or discussions between users and a system, platform, or agent within a specified period. Each conversation may consist of multiple messages or exchanges.
• Total Visitor Questions: The cumulative count of questions asked by visitors to a system, platform, or agent within a specific timeframe. It represents the volume of inquiries or queries received from users.
• Avg Visitor Questions per Conversation: The average number of questions asked by visitors within each conversation. It is calculated by dividing the total number of visitor questions by the total number of conversations.
• Avg Conversation Duration (Second): The average length of time in seconds for each conversation between users and a system, platform, or agent. It indicates the typical duration of engagements or interactions.
• Avg NPS Score: The average Net Promoter Score (NPS) obtained from user feedback surveys or ratings within a specified period. NPS measures the likelihood of customers recommending a product, service, or experience to others. Based on a scale of 0-100.
• Interrupt Rate: The percentage of conversations where the visitor asks a question before the AVA finishes their previous response. It reflects the frequency of disruptions or breaks in communication during interactions.
• Daily Conversation Trend: The pattern or direction of change in the number of conversations over each day within a specified period. It provides insights into the overall volume or activity of interactions on a daily basis.
• Hourly Conversation Trend: The pattern or direction of change in the number of conversations over each hour within a specified period. It offers insights into the distribution of conversation activity throughout the day.
• Total Visitor Questions: The aggregate number of inquiries, requests, or messages submitted by users or visitors to a system, platform, or agent within a specified period. It represents the overall volume of queries or interactions initiated by visitors seeking information, assistance, or support.
• Visitor Questions Breakdown: A detailed breakdown or categorization of the types or topics of questions asked by visitors. It helps identify common themes or areas of interest among users.
• AVA Responses Breakdown: A detailed breakdown or categorization of the responses provided by the system, platform, or agent, particularly by an automated virtual assistant (AVA). It helps evaluate the effectiveness and accuracy of the responses across different scenarios or inquiries.

Audience:

• Top Country by Visitor Count with Request: This refers to the country from which the highest number of visitors originated who made requests or inquiries within a specified period. It provides insights into the geographic distribution of user engagement.
• Top City by Visitor Count with Request: Similar to the top country metric, this indicates the city from which the highest number of visitors originated who made requests or inquiries within a specified period. It offers more granular insights into the geographic locations of engaged users.
• Mobile vs. Desktop: This metric compares the proportion of visitors accessing the system, platform, or agent via mobile devices versus desktop devices. It helps assess the device preferences of users interacting with the service.
• Active Hour by Visitor Count with Request: This identifies the hour(s) of the day during which the highest number of visitors with requests or inquiries were active. It reveals peak activity periods and can inform staffing or resource allocation decisions.
• Active Days of Week by Visitor Count with Request: This highlights the day(s) of the week with the highest number of visitors making requests or inquiries. It provides insights into the weekly patterns of user engagement and may influence scheduling or content delivery strategies.

GMV & Conversions: 

• GMV Overall: Gross Merchandise Value (GMV) Overall refers to the total sales value of goods or services transacted through a platform, marketplace, or system over a specific period, without considering discounts, returns, or other deductions. It provides a comprehensive measure of the total revenue generated by the platform.
• Conversion Rate: Conversion Rate represents the percentage of visitors or users who take a desired action, such as making a purchase, signing up for a service, or completing a transaction, out of the total number of visitors or users. It measures the effectiveness of a platform or website in converting visitors into customers.
• GMV and AOV Daily Trend: This metric tracks the daily trend of Gross Merchandise Value (GMV) and Average Order Value (AOV) over a specified period. It shows how the total sales value and the average value of individual orders fluctuate on a daily basis, allowing for analysis of sales patterns and trends over time.