Store Analytics

Objective

Analytics & Metrics are a key pillar when enabling conversational commerce. While you may be familiar with traditional e-commerce analytics, Jumper brings a new dimension to it for your conversational commerce needs.

Applies To

Jumper
Analytics

Procedure

The Store Analytics are divided into multiple pages. Access them using the menu on the bottom left corner of the Store Analytics dashboard.

The date for these dashboards are restricted for 6 month past data from the current date and these dashboards report data on a rolling 180 day basis.

The pages are as follows:

Order
Order - GMV/Sales
Order - Agents
Customer
Engagement
Agent Analytics
Bot Flows attribution (beta)
Promotion analytics

Orders

There are 3 key filters available on the Orders Page.

Filters	Description
Date Range	Filter your data based on a date range. Click on the date range to set a fixed/custom date range.
Channel	Filter the orders data based on channels like Facebook, Instagram, WhatsApp etc.
Order Type (Paid/Pending)	Filter the data based on Order Type Paid: Orders from payment gateways and COD orders which are “Marked as Paid” in the orders dashboard Pending: COD orders which are not “Marked as Paid” in the orders dashboard

There are 3 Key Metrics available on the Orders Page.

Key Metrics	Description
Total Orders	Total No of Orders driven based on the Filters.
Total Sales	Total GMV (Gross Merchandise Value) driven based on the Filters. Shows the number in the currency setup on Jumper Account.
Average Order Value	Average GMV per order. Calculated by dividing Total Sales/Total Orders. Also known as Average Basket Size/Value
Average Order Size	Average Number of Items per Order. Calculated by dividing Total Number of Cart Items/ Total Orders

In addition to the 3 Key Metrics, Jumper gives you a glimpse of various other dimensions related to Orders on this page.

Dimension	Description
Top Selling Products (Non-GWP)	Shows your Top Selling Products based on total quantity sold where the referred product was part of the cart.
Order Trend	A date-wise order trend. It shows the no. of orders received on a particular date. Tip: Use a shorter date range to view the data clearly.
Channel	A segmentation of data based on the channel where the order was generated. Eg. Facebook, Instagram or WhatsApp. Note: Checkout Link orders depict only the orders generated from Orders > Create Order section. All other orders using a checkout link via Live Chat actions are counted in the channel’s order count.
Time of Day	An hourly depiction of the Order trend based on the time when an order was received across the entire date range. In simpler words, this shows the time of the day when you usually get orders.
Payment Gateway	A segmentation of orders based on the payment gateway used for completing orders.
Bot/Agent	A segmentation of orders based on the ordering method. Bot - Order is completed fully automated Agent - Order is completed with Agent Assistance.

*Paid Orders are shown by default

Orders - GMV/Sales

There are 3 key filters available on the Orders Page.

Filters	Description
Date Range	Filter your data based on a date range. Click on the date range to set a fixed/custom date range.
Channel	Filter the orders data based on channels like Facebook, Instagram, WhatsApp etc.
Order Type (Paid/Pending)	Filter the data based on Order Type Paid: Orders from payment gateways and COD orders which are “Marked as Paid” in the orders dashboard Pending: COD orders which are not “Marked as Paid” in the orders dashboard

There are 3 Key Metrics available on the Orders Page.

Key Metrics	Description
Total Orders	Total No of Orders driven based on the Filters.
Total Sales	Total GMV (Gross Merchandise Value) driven based on the Filters. Shows the number in the currency setup on Jumper Account.
Average Order Value	Average GMV per order. Calculated by dividing Total Sales/Total Orders. Also known as Average Basket Size/Value
Average Order Size	Average Number of Items per Order. Calculated by dividing Total Number of Cart Items/ Total Orders

In addition to the 3 Key Metrics, Jumper gives you a glimpse of various other dimensions related to GMV across orders on this page.

Dimension	Description
Top Selling Products (Non-GWP)	Shows your Top Selling Products based on the GMV accumulated by the product.
Order Trend	A date-wise order trend. It shows the GMV generated on a particular date. Tip: Use a shorter date range to view the data clearly.
Channel	A segmentation of GMV based on the channel where the order was generated. Eg. Facebook, Instagram or WhatsApp. Note: Checkout Link GMV depicts only the orders generated from Orders > Create Order section. All other orders using a checkout link via Live Chat actions are counted in the channel’s order count.
Time of Day	An hourly depiction of the GMV trend based on the time when an order was received across the entire date range. In simpler words, this shows the time of the day when you usually drive most amount of GMV.
Payment Gateway	A segmentation of GMV based on the payment gateway used for completing orders.
Bot/Agent	A segmentation of GMV based on the ordering method. Bot - Order is completed fully automated Agent - Order is completed with Agent Assistance.

*Paid Orders are shown by default

Orders - Agents

There are 3 key filters available on the Orders Page.

Filters	Description
Date Range	Filter your data based on a date range. Click on the date range to set a fixed/custom date range.
Agent	Filters the data of Orders for a specific Agent.

There are 3 Key Metrics available on the Orders Page.

Key Metrics	Description
Total Orders	Total No of Completed Orders generated by Agents only
Total Sales	Total GMV (Gross Merchandise Value) driven based on the Filters by Agents only.. Shows the number in the currency setup on Jumper Account.
No. of Active Agents	No of Agents who completed at least 1 Order in the selected Date Range

In addition to the 3 Key Metrics, Jumper gives you a glimpse of various other dimensions related to GMV across orders on this page.

Dimension	Description
Top Selling Products (Non-GWP)	Shows your Top Selling Products based on the Orders generated by Agents only.
Top Agent's Order/Sales	Shows your Top performing Agents based on the number of Orders/Sales generated by Agents only. The metrics can switched by clicking on the metric icon
Conversion Rate	Paid Orders by Agent / Orders created by Agent over the selected date range
Time of Day	An hourly depiction of the orders based on the time when an order was generated by an Agent across the entire date range.
Checkout Link & Live Chat Cart Conversion Table	A segmentation of GMV based on the payment gateway used for completing orders.

Checkout Link & Live Chat Cart Conversion Table	Description
Agent Name	Name of the Agent
Checkout Link - Paid	No. of checkout links created by Agent where an order was successful
Checkout Link - Pending	No. of checkout links created by Agent where the user has yet to complete the order or the link has expired
Live Chat Cart - Paid	No. of Live Chat carts created by Agent where an order was successful
Live Chat Cart - Pending	No. of Live Chat carts created by Agent where the user has yet to complete the order
Total Carts Created	Total no. of carts created across both Live Chat & Checkout Links
Conversion Rate	Successful Orders (Checkout Link + Live Chat Cart) divided by Total Carts created.

Customers

There are 2 key filters available on the Customers Page.

Filters	Description
Date Range	Filter your data based on a date range. Click on the date range to set a fixed/custom date range.
Order Type (Paid/Pending)	Filter the data based on Order Type Paid: Orders from payment gateways and COD orders which are “Marked as Paid” in the orders dashboard Pending: COD orders which are not “Marked as Paid” in the orders dashboard

There are 3 Key Metrics available on the Customers Page.

Key Metrics	Description
Total Customers	Total No. of unique customers who placed a successful order within the date range
Repeat Customers	Total No. of customers who placed multiple successful orders since creation of Jumper account. This is based on User’s unique identifier, not User’s name
Avg. No. of Orders	Average no. of orders per unique buying customer.

In addition to the 3 Key Metrics, Jumper gives you a glimpse of various other dimensions related to GMV across orders on this page.

Dimension	Description
Top Customers by Value	List of customers who have spent the most
Top Customers by Volume	List of customers who have completed the most Orders
New vs Repeat Customer	Compares no of Orders completed by New vs Repeat customers over the time period
Average Order Value per Customer per Day	Show the Average Order Value per customer over the time period

Customer Metrics

Metric	Description
Total Customers	Unique Users to placed an Order
Repeat Customers	Users who have paid for more than one order via Jumper since the beginning (regardless of date filters).
Avg No of Orders	Total Orders / Total Customers
Avg Items per Buyer	Total Cart Quantity / Total Customers
Avg Order Value	Total Order Amount/ Total Customers

*Buying Customers are shown by default

Engagement

Excludes checkout links as there’s no conversation created for their use.

There are 5 key filters available on the Customers Page.

Filters	Description
Date Range	Filter your data based on a date range. Click on the date range to set a fixed/custom date range.
Channel	Connected Sales Channel where your customers are interacting on
Page	Pages associated with Channel
Custom Data Fields	Filter your data based on Conversation Custom Data Fields
Tags	Filter your data based on Conversation Tags

There are 3 Key Metrics available on the Engagement Page.

Metric	Description
Users	Unique end-Customers who have interacted with Pages
Engagement	One Engagement ends when a user is inactive on the chat for 30 or more minutes. One Unique user could have multiple Engagements with the Pages.
Messages exchanged	Total messages sent by User (End-customer), Bot and/or Agent

Conversion Funnel states	Description
0- Conversion Funnel - Interacted	Engagement started with Jumper using one of the entry points such as comments, or #tags or clicked on Ads etc.
1- Conversion Funnel - Engaged Bot Flow	Engagements where User chatted or interacted with Jumper’s bot flow
1- Conversion Funnel - Engaged in Order	Engagements where User chatted or interacted with Jumper’s checkout journey
Conversion Funnel - Item In Cart	Engagements where User has an Item in cart
Conversion Funnel - Checking Out	Engagements where User is in the process of Checking Out
Conversion Funnel - Checked Out	Engagements where User has completed Check Out and has not made payment. This includes Cash-on-delivery Orders which are not marked as 'Paid' in Jumper Dashboard
Conversion Funnel - Paid	Engagements where User has completed Check Out and made payment.

Dimension	Description
Users over Time	A date/hour based trend of Unique users engaging with your channels. Use the drill up/down buttons to modify the granularity
Messages over Time	A date based trend of total messages sent by User (End-customer), Bot and/or Agent. Use the drill up/down buttons to modify the granularity
Engagement Status	0 - Interacted : Jumper has interacted with the User 1 - Engaged Bot Flow : User has started a Bot Flow 2 - Engaged in Order : User has started an Order 3 - Item in cart : User has added an Item to Cart 4 - Checking Out : User has initiated Checkout 5 - Checked Out : User has Checked out and not completed payment 6 - Paid : User has completed payment for the Order
Messages by Source	Breakdown of the messages exchanged by Source (User/Bot /Agent)
Engagement Status (Meta - Store Redirect)	Breakdown of engagements by Single Product and/or Collections *Only applicable for Merchants who signed up via Facebook and using Store Redirect option.

Bot Builder

Shows User engagements with Bot Flows.

There are 3 key filters available on the Customers Page.

Filters	Description
Date Range	Filter your data based on a date range. Click on the date range to set a fixed/custom date range.
Channel	Connected Sales Channel where your customers are interacting on
Page	Pages associated with Channel
Bot Name	Name of the Bot which Users have engaged with
Bot Flow Status	Provides flow completion status(completed/not completed)
Bot Variables	Provides Bot Flow variables, key and value pair of an order

Metric	Description
Users	Unique end-Customers who have interacted with Pages
Engagement	One Engagement ends when a user is inactive on the chat for 30 or more minutes. One Unique user could have multiple Engagements with the Pages.
Messages exchanged	Total messages sent by User (End-customer), Bot and/or Agent

Dimension	Description
Users over time	A date/hour based trend of Unique users engaging with your channels. Use the drill up/down buttonsto modify the granularity
Messages over time	A date based trend of total messages sent by User (End-customer), Bot and/or Agent. Use the drill up/down buttons to modify the granularity
Users/Engagement by Bot Name	No of engaged Users/engagements with each Bot. Switch metrics using the Metric button
Users/Engagement by Bot Step	Step wise display of no of engaged Users/engagements with the Bot. Switch metrics using the Metric button
Users/Engagement by Bot Flow Completion	Step wise display of Flow Completion of Users/engagements with the Bot. Switch metrics using the Metric button
Bot Flow Variables	No of Users/Engagements for each Key and Value from the Bot Flow

Notes:

Steps from all bots with activity will be shown by default .Filters can be applied on the Bot name to get a step-wise analysis of the bot’s performance.

Agent Metrics

Metric	Description
Users Engaged	Unique Users which has engaged with the Agent
Avg Session Length	Sessions which the Agent was engaged in
Messages Sent	Message that were sent by the Agent
Avg Response Time	Average Time taken by the Agent to respond to each message (while taking Team Work Hours into consideration)

Agent Metrics [Table]

Metric	Description
Total Conversations Handled	Total Conversations that are handled on Jumper platform during the period selected
New Conversations Handled	New Conversations that started during the period selected
In Progress	Conversations which Agent has responded to the User and yet to be resolved
Open	Conversations which Agent has not responded to the User
Closed	Conversations which has been resolved and closed
Closed without Response	Conversations which has been resolved and closed without an Agent Response
Avg Chat Length (mins)	Average Active Conversation Length (omitting inactivity of more than 30 mins)
Messages sent	No of Messages sent by Agent
Response Rate	Conversations that are Closed or In Progress/ Total Conversations
Average Initial Response Time	Average of time between a Conversation being assigned to Agent to when the Agent first responds to the User
Resolved Chat Buckets	Breakdown of Conversations that are closed by how long they are taken to be resolved (Time between User requesting for an Agent to when the Conversation is closed)
Resolved Chats w/o Agent Response	Breakdown of Conversation that have been closed during the period selected without any Agent Response by when they were routed. New routings are Conversations initiated during the period. Previous routings are Conversations initiated before the period.

Bots Flows Attribution (BETA)

Metrics	Description
Total Customers	Unique Users to placed an Order
Paid Orders	Orders where the Transaction has been completed
Unpaid Order	Orders where Transaction is not completed. These include COD orders
Total Sales	Total Sales amount in Merchant's currency
Bot Flow Conv Rate	Total Paid Orders / Total Customers
Bot Flow Session with No Orders	Sessions where Users triggered a bot flow, but did not end up in Checkout process
Paid/Unpaid Orders with Bot FLow	Orders that can be attributed to a Bot Flow.
Paid/Unpaid Orders without Bot FLow	Orders that are not attributed to a Bot Flow

A Paid/Unpaid Order is attributed to a Bot Flow when the Order is created within 30 minutes of the start of the Bot Flow. This is inline with the definition of a Session, where a Session closes after 30 minutes of inactivity.

Promotion Analysis

Orders can apply more than one discount code

Dimension	Description
Promotion Type	Categorizes discount applied on Order / Shipping
Type	Categorizes discount into ‘Amount’ / ‘Percentage’

Metrics	Description
Total Orders with Promotions	No of Orders with at least 1 Promotion/Discount applied
Total Sales with Promotions	Total Sales Value from Orders with at least 1 Promotion/Discount applied
Total Sales with No Promotions	Total Sales Value from Orders with no Promotion/Discount applied

Top Promotions Used Table	Description
Promotion Name	Name of Promotion/Discount
Description	Description of Promotion/Discount
Type	Type of Promotion/Discount. Can be item, amount or percentage
Promotion On	Describes where Promotion/Discount was applied. Can be either Shipping or Order
No of Orders Applied	No of Orders where the Promotion/Discount was applied on

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Objective

Applies To

Procedure

Orders

Orders - GMV/Sales

Orders - Agents

Customers

Engagement

Bot Builder

Agent Metrics

Agent Metrics [Table]

Bots Flows Attribution (BETA)

Promotion Analysis

Comments

API Support Help Center

Search

Menu

Objective

Applies To

Procedure

Orders

Orders - GMV/Sales

Orders - Agents

Customers

Engagement

Bot Builder

Agent Metrics

Agent Metrics [Table]

Bots Flows Attribution (BETA)

Promotion Analysis

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