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%. Requests that were missed but were accepted by another user are not considered.
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 are awaiting a user reply or resolution.

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 Live 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.
Scheduled Appointments	The total number of appointment requests with a start date and time within the reporting period.
Cancelled Appointments	The total number of appointment requests whose scheduled date is within the reporting period and whose status is canceled.
Book An Appointment Requests	The total number of appointment requests submitted within the reporting period.
Contact Me/Email Me Requests	The total number of Contact Me/Email Me requests received during the specified time period.
Email Requests (Missed Live Chat)	The total number of live chat attempts that instead resulted in email requests submitted during the specified time period.
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 breakdown of customer communication preference when a request is submitted.
Number of Transactions	The total number of sales transactions attributed to a user. Does not consider canceled orders or returned items.
Average Order Value	The total online sales divided by total transaction count during the specified time period. Does not consider canceled orders or returned items.
Conversion Rate	Rate of the total number of transactions to total number of visits.
Total Visits	The number of interactions with a Salesfloor touch point over the course of a calendar day (performed by unique web visitors). Interactions include submitting customer service requests, visiting storefronts, or clicking through links in user communications (these are global metrics and cannot be filtered).
Unique Visitors	The number of unique visitors interacting with a Salesfloor touch point. The interactions include submitting customer service requests, visiting storefronts, or clicking through links in user communications (these are global metrics and cannot be filtered).
Storefront Pageviews	The total number of storefront page views. Repeated views of a single storefront are counted.
Unique Storefront Visitors	The number of unique web visitors visiting storefronts (these are global metrics and cannot be filtered).
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 (based on unique web visitors).
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 (based on unique web visitors).
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 (based on unique web visitors).
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.
Video Chat Sessions	The total number of video chat sessions.
Video Chat Duration	The number of minutes elapsed during video chat sessions.
Virtual Appointment Sessions	The total number of virtual appointment sessions.
Virtual Appointment Duration	The number of minutes elapsed during virtual appointment sessions.

User Engagement KPIs

Contacts Added	The total number of contacts created during the specified time period as a result of a service request or by users directly.
Products Recommended	The total number of products shared by associates during a live chat conversation, customer request thread, email exchange, text message exchange, email or social marketing communication, storefront update, or Lookbook.
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 campaign emails sent for every email campaign.
Campaign Emails Sent (Open Rate)	The percentage of emails sent as a result of sharing an update, that were opened by the recipient. Based on unique opens.
Campaign Emails Sent (Clicks)	The number of campaign emails sent as a result of sharing an update, that were opened by the recipient and the content link was clicked. Based on unique clicks.
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. Multiple emails sent related to the same thread are not considered.
Compose Emails Sent (Open Rate)	The percentage of emails sent via the compose feature, that were opened by the recipient. Based on unique opens.
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. Based on unique clicks.
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. Based on unique clicks.
Request Reply Emails Sent	The number of emails sent as a result of an associate responding to a customer request. Multiple emails sent related to the same thread or not considered.
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. Based on unique opens.
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. Based on unique clicks.
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. Based on unique clicks.
Total Emails Sent	The combined total number of campaign emails sent, compose emails sent, and request reply emails sent. Multiple emails sent related to the same thread are not considered.
Total Emails Sent (Open Rate)	The average percentage of campaign emails sent, compose emails sent, and request reply emails sent, that were opened by the recipient. Based on unique opens.
Total Emails Sent (Clicks)	The combined total number of campaign emails sent, compose emails sent, and request reply emails sent, that were opened by the recipient. Based on unique clicks.
Total Emails Sent (Click Rate)	The average percentage of campaign emails sent, compose emails sent, and request reply emails sent, that were opened by the recipient and the content link was clicked. Based on unique clicks.
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.
Text Messages Sent	The number of text messages sent by associates.
Text Messages Received	The number of text messages received by associates.
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.
Lookbooks Created	The number of new Lookbooks published by an associate during the specific time period
Lookbooks Updated	The number of Lookbooks that were updated and republished by an associate during the specified time period.
Events Created	The number of new events created to be presented 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 system, follow up, and corporate tasks created during the specified time period.
Automated Tasks Resolved	The total number of system, follow up, and corporate tasks resolved during the specified time period.
Automated Tasks Dismissed	The total number of system, follow up, and corporate 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. Excluding off hours.
Total Automated Tasks (Avg) Dismiss Time	The average time elapsed between the due date of an automated task and the task's dismissal. Excluding off hours.
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.
Admin Corporate Tasks Deleted	The total number of corporate tasks deleted 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 cretaed during the specified time period.
Manual Tasks Resolved	The total number of manual tasks resolved 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.

Live Chat KPIs

Number of Chats Missed	The number of chat requests missed by the sidebar, storefronts, and footers.
Number of Chats Received	The number of chat requests submitted from the sidebar, storefronts, and footers.
Number of Chats Answered	The number of chat requests answered from the sidebar, storefronts, and footers.
Chat Answer Rate (%)	The percentage of Live chat requests accepted. Requests that were missed but were accepted by another user, or requests that were abandoned by the customer are not considered.
Number of Minutes Available for Chat	The number of minutes a user was available for chat.
Chat Availability Rate (%)	The percentage of availability for chat by a user.
Chats Received Answered By Another	The number of chat requests received from the sidebar that were accepted by another user.
Number of Chats Abandoned	The number of chat requests abandoned by the customer from the sidebar, storefronts, or footers.
Avg. Answer Time	The average amount of time it takes for a user to accept a live chat request.
Flagged Chat Sessions	The number of chat sessions that were flagged by users.

Social Shop KPIs

Posts Created	The total number of posts created and shared to a social shop feed.
Total Visits	The total amount of visitors to social shop feeds.
Unique Visits	The unique count of visitors to social shop feeds.
Product Clicks	The total number of clicks on products from social shop feeds.
Storefront Clicks	The total number of clicks to the Storefront from social shop feeds.
Number of Sales Attributed	The total number of sales attributed to social shop feeds.
Attributed Sales Value	The total sales value attributed to social shop feeds.

Widget Engagement KPIs

Connect Widget View Desktop	The total number of the connect widget's desktop views. Repeated views are counted.
Connect Widget Clicks Desktop	The total number of the connect widget's desktop clicks. Repeated clicks are counted.
Connect Widget Click-Through Rate Desktop	Rate of total number of desktop widget clicks to Total desktop widget views.
Connect Widget View Mobile	The total number of the connected widget's mobile views. Repeat these are counted.
Connect Widget Clicks Mobile	The total number of the connect widget's mobile clicks. Repeat clicks are counted.
Connect Widget Click-Through Rate Mobile	Rate of total number of mobile widget clicks to Total mobile widget views.
Total Connect Widget View (Desktop + Mobile)	The total number of connect widget views, both desktop and mobile. Repeated views are counted.
Total Connect Widget Clicks ( Desktop + Mobile)	The total number of connect widget clicks, both desktop and mobile. Repeat clicks are counted.
Total Connect Widget Click-Through Rate ( Desktop + Mobile)	Rate of total number of widget clicks, desktop and mobile, to total widget views, desktop and mobile.
Contextual Widget View Desktop	The total number of the contextual widget views on desktop.
Contextual Widget Clicks Desktop	The total number of the contextual widget clicks on desktop.
Contextual Widget Click-Through Rate Desktop	Rate of total number of contextual widget clicks to total contextual widget views on desktop.
Contextual Widget View Mobile	The total number of the contextual widget views on mobile.
Contextual Widget Clicks Mobile	The total number of the contextual widget clicks on mobile.
Contextual Widget Click-Through Rate Mobile	Rate of total number of contextual widget clicks to total contextual widget views on mobile.
Total Contextual Widget View (Desktop + Mobile)	The total number of the contextual widget views, both desktop and mobile.
Total Contextual Widget Clicks ( Desktop + Mobile)	The total number of the contextual widget clicks, both desktop and mobile.
Total Contextual Widget Click-Through Rate ( Desktop + Mobile)	Rate of total number of contextual widget clicks to total contextual widget views on both desktop and mobile.

User Engagement KPIs

Tasks KPIs

Live Chat KPIs

Social Shop KPIs

Widget Engagement KPIs

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