KPI Glossary

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

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 10am-10pm 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. 

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, and all other requests received in Salesfloor. 

Appointment Requests:

  • The total number of appointment requests received during the specified time period.

Email Requests: 

  • The total number of email requests (e.g. Ask & Answer, Email Me) received 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 proportion of requests for which clients chose to communicate via email vs. the proportion of request for which clients chose to communicaste 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.

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.

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.

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 total clicks from social media updates 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 email campaigns sent as a result of sharing an update, that were opened by the recipient

Campaign Emails Sent (Clicks):

  • The number of campaigns 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.

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 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.

Total Outreach:

  • The combined total of social posts, Shares to External Apps, Text Messages Sent, Compose Emails Sent, and Campaign Emails Sent by an associate during the specified time period.

Tasks

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.

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.
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