One-to-One Virtual Shopping Analytics Glossary

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

Last updated:
July 14, 2025
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One-to-One Video Chat
One-to-One Virtual Shopping Analytics Glossary
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Note

In order to view the below metrics in your One-to-One Workspace, you must ensure our tracking tag is enabled.

Conversation Metrics

Definition for a Conversation: A conversation which both sides have responded to in text or video format.

  • Total Conversations = total amount where a video call or text chat occurred that both sides have responded to.
  • Text Conversation = total amount of conversations where a text chat occurred that both sides have responded to.
  • Video Chat Conversation = total amount of conversations where a video call occurred that both sides have responded to.
  • Avg duration (minute) = How long on average a conversation occurred between the first event (call or message) and the last event.

Conversation breakdown trend

The total conversations that occurred across the time range compared to the total Video chat conversations that occurred.

GMV and Purchase Metrics

  • Conversion rate = The number of unique visitors purchased/the number of unique visitors in a conversation.
  • Number of Orders = Count of orders from visitors that engaged in a conversation
  • Attributed GMV = Total attributed order value, excluding shipping and taxes but including discounts, which is considered only when a visitor has engaged in a two-way conversation via One-to-One video chat within the attribution window.
  • AOV = Average order value excluding shipping, excluding taxes but including discounts.

Visitor Metrics

  • Visitors with Widget Impression = Unique number of visitors that see the One-to-One widget (as embedded in the website page).
  • Visitors with Clicks = Unique number of visitors that click on the widget (includes chat notification).
  • Widget CTR = Total number of unique visitors that clicked on One-to-One widget/unique visitors with One-to-One widget impressions.

Widget CTR Trend

The daily CTR trend on your website.

Customer Satisfaction

  • Avg rating = Average rating of all Net Promoter Surveys (NPS) that were filled in by the visitor no matter if the survey is submitted or closed out.
  • Avg Rating Trend = The average Net Promoter Surveys (NPS) ratings provided per day.
  • CSATS rating distribution = All time distribution of Net Promoter Survey ratings (NPS) for all agents.
  • CSAT feedback Detail = A detailed view of the Net Promoter Surveys (NPS) per visitor including the date, Sales Agent name that was assigned to the conversation, Rating (1-5 scale) if provided, and written feedback if provided.
    Request Metrics:Definition for a request: A text or video request initiated by either visitor or agent.
    • Total Request = Compares total amount of requests initiated by an agent vs a visitor.
    • Request with Text/Video Chat:
      • Text = Total number of text request initiated by either agent or visitor
      • Unsuccessful request = Conversation is created by either agent or visitor but no text or call is initiated response was received.
      • Video chat = Total number of call request initiated by either agent or visitor.
      • Request Breakdown = refers to the distribution of total requests into two categories: text requests and video chat requests, initiated by either agents or visitors.
    • Top URL by Request = URLs with the most requests by either text and/or call.
    ‍

Request Acceptance Rate

  • Visitor request acceptance rate = Percentage of visitor initiated request turned into conversation (no matter text/call).
  • Call Request and Text Request Daily Trend = Total number of call and text requests over a single day.
  • Request Rate Daily Trend = shows daily variations in the volume of incoming requests.
  • Visitor Request Acceptance Rate Daily Trend = shows daily changes in the percentage of visitor requests that are accepted and addressed
  • Unanswered Request From Visitor =The Total number of call/text requests from a visitor that were missed from an agent (therefore not counting as a conversation).
  • Call Request and Text Request by Hour of the day = Total number of call and text requests over a certain hour in the day.
  • Most clicked Auto Message trigger = identifies the auto-generated messages that receive the highest number of clicks.
  • Most Clicked Auto-Triggered Messages =shows which automatically sent messages with URLs receive the highest number of clicks

1:1 Team Performance

Agent Leaderboard

  • Average Rating = Average rating per Agent from all Net Promoter Surveys (NPS) that were filled in by the visitor no matter if the survey is submitted or closed out.
  • Agent Initiated Request = Overall number of chats or calls initiated per Agent.
  • Agent Initiated Request Acceptance Rate = Percentage of requests that initiated a successful call or chat with a visitor per Agent.
  • Total Conversation = Total amount where a video call or text chat occurred that both sides have responded to per Agent.
  • Attributed Sales = Total amount of sales from visitors in a conversation.
  • Attributed Orders = Total number of orders in a conversation that were purchased.

Performance Trends

  • Average Rating Trend = Overall trajectory of each Agent’s Average Rating over the selected time
  • Agent Initiated Request Trend = Overall trajectory of each Agent’s Initiated Request over the selected time.
  • Agent Initiated Request Acceptance Rate Trend = Overall trajectory of each Agent’s Initiated Request Acceptance Rate over the selected time.
  • Total Conversation Trend = Overall trajectory of each Agent’s Total Conversations over the selected time.