Keeping track of your performance in Salesfloor is easy. The following glossary helps you understand the Key Performance Indicators (KPIs) that are measured in your Backoffice and associate mobile app reporting:

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Customer Service KPIs

Request Reply Time	The average amount time elapsed between the receipt of a customer request, and the first response by an associate to the request; Excluding the overnight hours of 10pm-10am local time.
Live Chat Answer Rate	The proportion of answered incoming chat requests vs. the total number of incoming chats. For example: If 8 out of 10 incoming chats are answered, the live chat answer rate is 80%.
Live Chat Availability (available to Corp Admin users only)	The number of minutes that a user has made themselves available for Live Chat. i.e. If a users is available from 9am until noon, then 2pm until 3pm for a given day, the Live Chat availability would be 240 minutes (4 hours). For individual stores, the minutes are aggregated from the first time an Advisor is available for Live Chat until the last regardless of overlap between users at that location. For example, if the first user is available from 9am until noon, the second Advisor from 11am until noon and a third Advisor from 2pm until 3pm for a given day, the Live Chat Availability would be 240 minutes (4 hours).
Live Chat Availability Rate (available to Corp Admin users only)	The metric compares the users' or Stores' Live Chat Availability against a 40-hour work week (8hrs for 5 days). For example, if an advisor was available for Live Chat for 10 hours during the week, the Live Chat Availability Rate is 25% for that week.
Outstanding Request (current)	The total number of requests received by a store, or associate, that have not yet been answered.

Customer Engagement KPIs

Total Sales	Total amount ($) sold during the specified time period. For retailers that have integrated returns and order calculations, the Total Sales KPI will reflect Net Sales.
Total Requests	The total cumulative number of requests received. In other words, this number represents the total combined number of Chat Requests, Appointment Requests, Personal Shopper Requests, and Contact Me requests received by the store or associate, with the exception of the Email Requests (missed live chat) metric.
# Forwarded to CS	The number of requests forwarded to Customer support by an associate (excludes Live Chats) during the specified time period.
% Forwarded to CS (Approx.)	The approximate % of requests forwarded to Customer Support by an associate (excludes Live Chats) during the specified time period.
Appointment Requests	The total number of appointment requests received during the specified time period.
Contact Me Requests	The total number of email requests (e.g. Ask & Answer, Email Me, Contact me, etc.) received during the specified time period.
Email Requests (Missed Live Chat)	The total number of email requests (e.g. Ask & Answer, Email Me) received during the specified time period whereby the customer opted out of chat to re-submit their question via email. This metric is a subset of the total number of Live Chat request and is not counted in the Total Requests KPI.
Personal Shopper Requests	The total number of personal shopper requests received during the specified time period.
Live Chat Requests	The total number of live chat requests received during the specified time period.
Email/Text Correspondence Preference	The proportion of requests for which clients chose to communicate via email vs. the proportion of request for which clients chose to communicate via Text Messaging.
Number of Transactions	The total number of transactions that were tracked by Salesfloor during the specified time period.
Average Order Value	The total online sales divided by total transaction count during the specified time period.
Total Visits	The total number of interactions with a Salesfloor touchpoint during the specified period; including submitting a customer request, visiting a Storefront, clicking through a Salesfloor initiated email.
Unique Visitors	The total number of unique interactions performed by clients with a Salesfloor touchpoint during the specified period; including submitting a customer request, visiting a Storefront, clicking through a Salesfloor initiated email.
Storefront Pageviews	The total number of Storefront visits during the specified time period.
Unique Storefront Visitors	The number of unique (new) customers that have visited the user's Storefront for the first time during the specified time period.
Top Picks Product CTR	The percentage of Storefront visits in which the shopper clicked a product in the Top Picks category during the specified time period.
New Arrivals Product CTR	The percentage of Storefront visits in which the shopper clicked a product in the New Arrivals category during the specified time period.
Trending Recommendations Product CTR	The percentage of Storefront visits in which the shopper clicked a product in the Trending Recommendations category during the specified time period.
Retailer Referred Shoppers	The total number of customers that reached a user's storefront by searching through the Salesfloor Connect Widget during the specified time period.

User Engagement KPIs

Contacts Added	The total number of contacts added during the specified time period, excluding corporate CRM imported contacts.
Products Recommended	The total number of products shared by associates during a live chat conversation, when responding to a customer request, engaging in a text messaging thread, composing or sharing an update, or posting to social media.
Social Posts	The combined number of updates made to social media accounts during the specified time period.
Social Clicks	The combined number of times a client has clicked a linked post made to social media accounts during the specified time period.
Email Campaigns	The number of shared update campaigns sent to an associate's subscribers.
Campaign Emails Sent	The number of email campaigns sent as a result of sharing an update. e.g. If an associate has 2 subscribers, they will see 2 email campaigns sent for every email campaign.
Campaign Emails Sent (Open Rate)	The percentage of emails sent via the compose feature, that were opened by the recipient
Campaign Emails Sent (Clicks)	The percentage of campaign emails sent as a result of sharing an update, that were opened by the recipient and the content link was clicked.
Campaign Emails Sent (Click Rate)	The percentage of campaign emails sent as a result of sharing an update, that were opened by the recipient and the content link was clicked.
Compose Emails Sent	The number of emails sent via the compose feature.
Compose Emails Sent (Open Rate)	The percentage of emails sent via the compose feature, that were opened by the recipient
Compose Emails Sent (Clicks)	The number of emails sent via the compose feature, that were opened by the recipient and the content link was clicked.
Compose Emails Sent (Click Rate)	The percentage of emails sent via the compose feature, that were opened by the recipient and the content link was clicked.
Request Reply Emails Sent	The number of emails sent as a result of an associate responding to a customer request.
Request Reply Emails Sent (Open Rate):	The percentage of emails sent as a result of an associate responding to a customer request, that were opened by the recipient
Request Reply Emails Sent (Clicks)	The number of emails sent as a result of an associate responding to a customer request, that were opened by the recipient and the content link was clicked.
Request Reply Emails Sent (Click Rate)	The percentage of emails sent as a result of an associate responding to a customer request, that were opened by the recipient and the content link was clicked.
Total Emails Sent	The combined total number of emails campaign emails sent, compose emails sent, and request reply emails sent.
Total Emails Sent (Open Rate)	The combined percentage total number of emails campaign emails sent, compose emails sent, and request reply emails sent, that were opened by the recipient.
Total Emails Sent (Clicks)	The combined total number of emails campaign emails sent, compose emails sent, and request reply emails sent, that were opened by the recipient.
Total Emails Sent (Click Rate)	The combined percentage of emails campaign emails sent, compose emails sent, and request reply emails sent, that were opened by the recipient and the content link was clicked.
Share to external App (attempts)	The number of times that an associate selects the Share option within the Browse Library feature in order to share a product or asset to an external app.
Storefront Updates	The number of updates made to the products or profile information of an associate's Storefront during the specified time period
Storefront Product Updates	The total number of products selection edits made on a user's Storefront during the specified time period.
User-Selected Top Picks Products (avg)	The proportion of products in an associate's, or store's, Storefront Top Picks section, which are manually selected.
User-Selected New Arrivals Products (avg)	The proportion of products in an associate's, or store's, Storefront New Arrivals section, which are manually selected.
Lookbooks Created	The number of new Lookbooks published by an associate during the specific time period
Lookbooks Updated	The number of re-published Lookbooks that were edited by an associate during the specified time period.
Event Updates	The total number created events or number of edits made to existing events on storefronts during the specified time period.

Tasks KPIs

For a definition of each task type, please refer to Creating & Managing Task Reminders

Automated Tasks Created	The total number of automated tasks created during the specified time period.
Automated Tasks Resolved	The total number of automated tasks resolved during the specified time period.
Automated Tasks Dismissed	The total number of automated tasks dismissed during the specified time period.
Total Automated Tasks (Avg) Resolve Time	The average time elapsed between the due date of an automated task and the task's resolution.
Total Automated Tasks (Avg) Dismiss Time	The average time elapsed between the due date of an automated task and the task's dismissal.
System Tasks Created	The total number of system tasks created during the specified time period.
System Tasks Resolved	The total number of system tasks resolved during the specified time period.
System Tasks Dismissed	The total number of system tasks dismissed during the specified time period.
System Tasks (Avg) Resolve Time	The average time elapsed between the due date of a system task and the task's resolution.
System Tasks (Avg) Dismiss Time	The average time elapsed between the due date of a system task and the task's dismissal.
Follow-Up Tasks Created	The total number of follow-up tasks created during the specified time period.
Follow-Up Tasks Resolved	The total number of follow-up tasks resolved during the specified time period.
Follow-Up Tasks Dismissed	The total number of follow-up tasks dismissed during the specified time period.
Follow-Up Tasks (Avg) Resolve Time	The average time elapsed between the due date of a follow-up task and the task's resolution.
Follow-Up Tasks (Avg) Dismiss Time	The average time elapsed between the due date of a follow-up task and the task's dismissal.
Corporate Tasks Created	The total number of corporate tasks created during the specified time period.
Corporate Tasks Resolved	The total number of corporate tasks resolved during the specified time period.
Corporate Tasks Dismissed	The total number of corporate tasks dismissed during the specified time period.
Corporate Tasks (Avg) Resolve Time	The average time elapsed between the due date of a corporate task and the task's resolution.
Corporate Tasks (Avg) Dismiss Time	The average time elapsed between the due date of a corporate task and the task's dismissal.
Manual Tasks Created	The total number of manual tasks dismissed during the specified time period.
Manual Tasks Resolved	The total number of manual tasks dismissed during the specified time period.
Manual Tasks Dismissed	The total number of manual tasks dismissed during the specified time period.
Manual Tasks (Avg) Resolve Time	The average time elapsed between the due date of a manual task and the task's resolution.
Manual Tasks (Avg) Dismiss Time	The average time elapsed between the due date of a manual task and the task's dismissal.

User Engagement KPIs

Tasks KPIs

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