Navigate the One-to-One Virtual Shopping Analytics Dashboard

Learn how to access and view your performance data for One-to-One Virtual Shopping.

Viewing One-to-One Virtual Shopping Performance Metrics

1. First, navigate to the Insights section within the 1:1 Video Chat workspace in the Business Portal. We have three types of report views to choose from General metrics, Request Metrics, and Team Performance.
   
   

General Metrics

1. The General Metrics tab opens up by default when the user clicks on the Insight section.  Data will populate below based on the date range selected at the top, which can be adjusted. You may also alter the "Timezone" with UTC being the default selection. 
   
2. The General Metrics tab provides valuable insights into Conversion Metrics, GMV, Visitor Metrics, and NPS Metrics.
3. The Conversation Metrics section tracks interactions where both sides have engaged in text or video format. It includes the total number of conversations, broken down into text chats and video calls. The average duration of these conversations provides insight into engagement length. The Conversation Breakdown Trend compares overall conversation volume with video chat interactions over time, highlighting shifts in engagement types.
   
   
4. The GMV section focuses on the financial impact of conversations. It measures Conversion Rate, which is the percentage of unique visitors who make a purchase after a conversation. It also tracks the Number of Orders and Attributed GMV, reflecting the total value of orders linked to two-way conversations. Average Order Value (AOV) is calculated by averaging the order value while excluding shipping and taxes but including discounts.
5. The Visitor metrics illustrate the effectiveness of the One-to-One widget by comparing unique visitors who see the widget to those who click on it. The Widget CTR trend shows daily changes in this click-through rate, helping to gauge how well the widget engages users. A rising CTR indicates increased interest, while a decline suggests a need for optimization.
   
6. NPS metrics include the Avg Rating, which is the mean score from all completed or closed surveys, and the Avg Rating Trend, showing daily changes in ratings. NPS Rating Distribution provides a historical view of ratings across agents, while NPS Feedback Detail offers specific insights into each survey, including ratings, agent names, and feedback.

Requests

Team Performance 

Agent Leaderboard

This dashboard tracks agent performance, including the Average Rating from Net Promoter Surveys, Agent Initiated Requests and their acceptance rates, Total Conversations, and Attributed Sales and Orders from conversations.

Performance Trends

This  shows how each agent's performance evolves over time, covering the Average Rating Trend, Agent Initiated Request Trend, Agent Initiated Request , Acceptance Rate Trend, and Total Conversation Trend.

Hovering a cursor over a box shows an option to enlarge the view. To export the dataset, click the three dots then select "Export".

To download a PDF view of the full report, click Export Report.