Glossary
Weekly Briefing
Conversation
A full back-and-forth exchange between a guest and an agent, measured as one unit.
Conversations Handled
The total number of conversations your agents managed in the selected week.
Purchase-Intent Conversations
Conversations where a guest showed a clear signal they wanted to buy (tickets, merch, parking, etc.).
Conversational Intelligence High/Low
Insights that are generated by a prompt that reviews data from all the conversational intelligence reports.
Campaign Overview
Campaign
A structured, AI-driven mission assigned to a single agent. It aligns that agent's behavior with a strategic business outcome, and it is defined by what the guest is trying to accomplish rather than by topic.
Campaigns At or Above Goal
A fraction showing how many scored campaigns are hitting their target, with a breakdown of scored vs. not-yet-scored campaigns.
Campaigns Running
The total number of campaigns active across your agents.
KR Score
A decimal score (against a 0.7 goal) produced in two steps: first, the campaign's task completion rate is measured; second, that rate is scored against the campaign's goal. 0.7 marks performance on par with a strong peer campaign, the completion rate needed to earn it differs by campaign difficulty.
Volume Pending
A campaign has 0 conversations attempted yet (not enough activity to score).
Campaign Page
Cohort Median
The median score of peer accounts running the same campaign.
Completed
Conversations that achieved a specific goal within a campaign (click-throughs, resolved questions, tickets sold, etc.).
Conversations Attempted
Conversations that entered a given campaign in the selected time period.
Fully Resolved
The guest got what they came for, at the level they needed, within what the agent is built to handle.
Partially Resolved
The need was within the agent's remit and the agent moved the guest specifically toward it, but stopped short of the completeness or specificity the guest wanted.
Agent Profile
Objective Score
An agent's overall performance rating on a 0.0–1.0 scale, rolling up how well it's meeting its objectives across all its campaigns.
Objectives
The specific goals an agent is designed to achieve; its campaigns each ladder up to these.
Performance Overview
Active Conversations / Week
Weekly conversation volume over time, showing trend and seasonality.
Click-Outs
When a conversation leads the guest to click a call-to-action that takes them out of the chat.
Conversation Entry Points
Which chat surfaces guests started from (e.g., Tickets, InApp, Web), showing where demand originates.
Conversations Analyzed
The total conversations evaluated in the selected timeframe.
Partially Resolved
The need was within the agent's remit and the agent moved the guest specifically toward it, but stopped short of the completeness or specificity the guest wanted.
Resolved
The percentage of scored conversations where the agent fully completed the request.
Returning Guests
The percentage (and count) of guests who came back for more than one conversation in the selected timeframe.
Unresolved
The share of scored conversations the agent couldn't solve.
Where the Widget Appears
The specific pages/URLs the chat widget loaded on, showing reach across your properties.
Revenue
Acquisition
Conversations that won a new purchase. One of four Revenue Category classifications.
Buyers in the Data
Conversations that showed active purchase intent in the selected timeframe.
Conversation Mix by Revenue Category
How purchase-related conversations split across four categories: Acquisition, Protection, Erosion, Engagement.
Conversation Transitions (First → Last Revenue Category)
How conversations move between revenue categories from start to finish. Read left to right: of conversations that started in a category, what share ended in each.
Drift (Purchase → Elsewhere)
Of conversations that started with purchase intent, the share that ended without buying in chat.
Engagement
Purchase-adjacent conversation activity that isn't a direct sale. One of four Revenue Category classifications.
Erosion
Conversations trending toward cancellation or refund. One of four Revenue Category classifications.
In-Chat Ticketing
Actual ticket transactions confirmed directly through the ticketing vendor's own data feed.
Keeping Booked Revenue (Protection / Erosion)
Conversations that protect existing revenue (ticket access, refunds handled well) versus those signaling erosion (cancellation/refund requests).
Lift (Non-Revenue → Revenue)
The share of conversations that started as non-purchase but reached purchase intent, the agent creating demand that wasn't there at the start.
Protection
Conversations helping guests manage tickets they already own, keeping booked revenue intact. One of four Revenue Category classifications.
Top Purchase On-Ramps
Topics that most often appeared in conversations which led to purchase intent.
Voice of Guest
Emerging Themes
Clusters of related guest language rising in the data, shown as a bubble map (sized by volume) and a ranked list.
Top Topics
The most common conversation topics, ranked by share of total conversations in the timeframe.
Resolution Opportunity
Alternative Recommendations
Cases where a guest asked for a specific item that wasn't available, and the agent offered a substitute instead of a dead end.
Content Gaps
Conversations grouped by topic where the agent's available content didn't fully satisfy what the guest was asking about.
What Guests Asked About
Within a content gap category, the specific topics or sub-topics guests used, ranked by frequency.
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