Analytics Glossary

This glossary defines terms and explains metrics that appear throughout Qualified.

• Qualified Vocabulary
• Qualified Conversations Analytics
• Qualified Call Analytics
• Qualified Signals Analytics

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Qualified Vocabulary

Conversation

A back-and-forth interaction between a visitor and a sales rep or chatbot using the Qualified messenger.

Experience

An Experience is the set of messages, questions, and automations that run when a visitor is on your website. Experiences dictate when and what visitors see in the Qualified messenger, which visitors sales reps see in the Qualified app, and which records are created or updated in an integrated external system.

Pounce

When a sales rep sends a message to a visitor after they reached a Route for Pounce step.

Session

A session is defined as every time a visitor is on the website and Qualified saved a cookie in their browser. Visitors can have multiple sessions on your website because a session will end when a visitor is idle for 60+ minutes or they left your site for at least five minutes before returning.

Step

The different actions you can add to an Experience, such as Send a message, Route for Pounce, and Send an app alert.

Visitor

Someone who’s on your website.

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Qualified Conversations Analytics

Dropped-off

In Conversation Flow Analytics, the percentage of visitors that close the Qualified messenger or leave your website when in between Experience steps

Impressions

The number of times visitors are shown an Experience on the same page. For example, a visitor from Trove Robotics opens your pricing page and sees an Experience. They navigate to your product page, see a different Experience there, and then return to your pricing page. In this scenario, there were two impressions of your pricing page’s Experience.

Inbound chat requests where reps started a conversation

The number of sessions where the visitor reached an Experience’s Route for Inbound Chat step and one of the routed reps clicked Start a conversation to send a message

Inbound chat requests where reps started a conversation before the wait timer ended

The number of sessions where the visitor reached an Experience’s Route for Inbound Chat step and one of the routed reps clicked Start a conversation to send a message before the wait time expired.

Inbound chat requests where reps were available

The number of sessions where the visitor reached an Experience’s Route for Inbound Chat step and the available routed reps had an opportunity to answer the chat while the visitor waited.

Lead and prospects created

The number of unique records created in any integrated external system, like Salesforce, Pardot, or Marketo.

Maybe Bot

Identifies if Qualified suspects that the visitor is a bot based on known metadata and past behavior.

Pounce attempts

Total number of sessions where the visitor reached a Route for Pounce step and the rep sent a message. This includes sessions where the visitor did and did not respond.

Rep Activity

A report column that shows which rep(s) interacted with a visitor using the Qualified messenger. Hover over the rep photo to learn:

• Which rep(s) engaged the visitor
• If the rep(s) pounced or responded to an inbound chat request
• If the rep and visitor exchanged live text chats
• Depending on which Qualified call feature is enabled for your team:some text
  • If the rep and visitor had a successful call (Qualified voice and video)
  • If the rep or visitor attempted a call (Qualified voice)

Sessions that saw the messenger after receiving an experience

Total number of unique sessions where a sales rep pounced or the visitor was presented with a Show a custom greeting, Send a message, Ask a question, or Offer a meeting step.

Sessions where the visitor had a conversation with a bot or a rep

The number of unique sessions where the visitor sent a message in the Qualified messenger to a sales rep or chatbot.

Sessions with inbound chat requests 

The count of sessions where the visitor reached an Experience’s Route for Inbound Chat step and the routed reps were notified that a visitor wanted to chat. If multiple routings occurred within the same session, that session is still counted as one.

Total inbound chat conversations

Total number of sessions where the visitor reached an Experience’s Route for Inbound Chat step, a routed rep clicked Start a conversation and sent a message (before or after the wait timer), and the visitor responded to the rep’s message.

Total meetings booked

Total number of meetings scheduled after being offered the meeting booker during live chat or in an Experience.

Total pounce conversations

Total number of sessions the visitor reached a Route for Pounce step, the rep sent a message, and the visitor responded.

Total rep conversations

Total number of unique sessions where a rep sent a message and the visitor sent a message in reply.

Total sessions

Total number of unique sessions where the Qualified cookie was saved in a visitor's browser.

Waiting for reps

The number of visitors that reached an Experience’s Route for Inbound Chat step and waited for a rep to initiate a conversation. This includes:

• Visitors who had a conversation with your reps
• Visitors who were shown the meeting booker when no reps were available
• Visitors who waited and did not receive a chat message even though reps were available.

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Qualified Call Analytics

When your team upgrades to Qualified voice and video from Qualified voice, some analytics change. Where Qualified voice recognizes call attempts (when a rep or visitor tried initiating a call), the newer Qualified voice and video only includes successful calls (when a visitor and rep exchange audio and/or video). 

Any existing call dashboard tiles will continue to function after upgrading to Qualified voice and video. You cannot, however, create any new legacy call dashboard tiles: Total calls, Calls from pouncing, and Calls from inbound chat.

Qualified Voice & Video

Call attempts by rep

The number of times a rep tried calling a visitor. The visitor may or may not have answered the call.

Call attempts by visitor

The number of times a visitor tried calling a rep. The rep may or may not have answered the call.

Calls

A dashboard tile’s column that varies based on the leaderboard tile:

• Rep Leaderboard: the number of successful calls the rep participated in
• Experience Leaderboard: the number of successful calls that happened after a visitor was served a specific Experience and the percentage of that Experience’s impressions where a successful call took place
• Inbound Chat Leaderboard: the number of successful calls after the visitor reached an Experience’s Route for Inbound Chat step and the percentage of those routed chats where a successful call took place
• Pounce Chat Leaderboard: the number of successful calls after the visitor reached an Experience’s Route for Pounce step and the percentage of those pounce conversations where a successful call took place

Duration of call (seconds)

The total length of a session’s successful call(s) in seconds.

Experiences resulting in a successful call

A report filter for sessions where a visitor was served an Experience and during that session the rep and visitor had a successful call.

Reps who had a successful call

A report filter for sessions that included a successful call with specific rep(s).

Reps who attempted a call

A report and dashboard filter for sessions that included a call attempt by specific rep(s). The visitor may or may not have accepted the call.

Successful call

When a visitor and rep connect using Qualified voice and video. If both parties enable audio and/or video during an overlapping time period, the call is considered successful.

Successful calls from inbound chat

The number of times a successful call was completed after the visitor reached an Experience’s Route for Inbound Chat step.

Successful calls from pouncing

The number of times a successful call was completed after the visitor reached an Experience’s Route for Pounce step.

Total successful calls

The number of successful calls completed with Qualified voice and video.

Visitor attempted a call?

A report and dashboard filter for sessions where a visitor attempted to call a rep. (The rep may or may not have accepted the call.)

Qualified Voice

Calls

A dashboard tile’s column that varies based on the leaderboard tile:

• Rep Leaderboard: the number of calls attempted by the rep
• Experience Leaderboard: the number of calls attempted after a visitor was served a specific Experience and the percentage of that Experience’s impressions where a call was attempted
• Inbound Chat Leaderboard: the number of call attempts after the visitor reached an Experience’s Route for Inbound Chat step  and the percentage of those routed chats where a call was attempted
• Pounce Chat Leaderboard: the number of call attempts after the visitor reached an Experience’s Route for Pounce step  and the percentage of those pounce conversations where a call was attempted

Calls from inbound chat

The number of times a call was attempted by a rep or visitor after the visitor reached an Experience’s Route for Inbound Chat step. (They may or may not have completed a successful call.)

Calls from pouncing

The number of times a call was attempted by a rep or visitor after the visitor reached an Experience’s Route for Pounce step. (They may or may not have completed a successful call.)

Experiences resulting in a call

A report filter for sessions where a visitor was served an Experience and during that session the rep or visitor attempted a call. (They may or may not have completed a successful call.)

Reps who had a call

A report filter for sessions where a rep or visitor attempted a call. (They may or may not have completed a successful call.)

Total calls

The sum of successful and attempted calls.

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Qualified Signals Analytics

Engagement Intent

A term used to describe a range of Engagement Scores:

• Cold (score between 0-19): accounts that have extremely low engagement with your website. 
• Warm (score between 20-50): accounts that are beginning to engage with your website. 
• Hot (score between 51-80): accounts that are actively engaging with your website and perhaps having some conversations with your reps. 
• On Fire (score between 80-100): accounts with significant active time on site, a number of different visitors from the same account, are having conversations with your sales reps using Qualified, and should be prioritized for active engagement by your sales team.

Engagement Score

A numerical value to show the current first-party website engagement of the account between 0-100.

Engagement Trend

This shows how an account’s purchase intent has increased or decreased based on their website engagement over the past 14 days. 

• Cooling: decreased 10 or more points 
• Neutral: remained within ±10 points 
• Heating: increased 10-24 points 
• Surging: increased 25 or more points

Research Intent

A term used to describe a range of Research Scores:

• Cold: score between 0-39
• Warm: score between 40-59
• Hot: score between 60-100

Research Score

A numerical value between 0–100 that’s calculated once every seven days. Our proprietary model takes into account if and how frequently topics were researched online over the previous several weeks.

Signals active session time

Duration of time where a user was actively browsing on the website and/or engaging with bots/reps, contributing towards the Engagement Intent metric for the account the user was associated with.

Signals bot conversation count

Total number of conversations with a bot, associated with the account, contributing towards the Engagement Intent metric for that account.

Signals meeting booked count

Total number of meetings booked by visitors associated with the account, contributing towards the Engagement Intent metrics for that account .

Signals rep conversation count

Total number of conversations with a rep, associated with the account, contributing towards the Engagement Intent metric for that account.

Signals session count

Total number of sessions associated with the account, contributing towards the Engagement Intent metric for that account.

Signals visitor count

Total number of visitors associated with the account, contributing towards the Engagement Intent metrics for that account.