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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.

Ticket Deflection Rate​

Percentage of conversations in which the user is able to find their own answer to an issues with the help of an automation. This is defined as conversations that have exlusively bot interactions and the last message is also from a bot.

Responded by bot​

Conversations that have at least one message sent by a bot

Responded by human​

Conversations that have at least one message sent by an agent through our Inbox

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.