Business Analytics

MRR (Merchant Response Rate)#

The frequency that your internal users or bots responds to new conversations with users, reported as a percentage.

HMRR (Human Merchant Response Rate)#

The frequency that your internal users responds to new conversations with users, reported as a percentage.

Average Response Time#

Total time taken to respond during the selected time period divided by the number of responses in the selected time period.

CSAT (Customer Satisfaction)#

User satisfaction ratings, reported as a percentage.

Deflection Rate#

Rate at which a user is able to find their own answer to issues, in a conversational case this is related to conversations with only bot interactions

Number of conversations with bot interaction#

Conversations that have at least one message send by a bot

Number of conversations without bot interaction#

Conversations that have zero messages send by a bot

Fully Automated Conversations#

No manual (send via inbox message) in a conversation

Goal Funnels#

Feed your conversational events into Airy and visualize your goal funnels.

Blocked Conversations#

The number of conversations with the Facebook Page that have been blocked.

Reported Conversations#

The number of conversations from your Page that have been reported by people for reasons such as spam, or containing inappropriate content.