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.
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.
Applies To
- Jumper
- Analytics
Store Analytics 2.0
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.
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.
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. |
| MTD | |
| 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.
|
| 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. 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.
|
| 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. 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. |
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 |
| New vs Repeat Customers | Compares no of Orders completed by New vs Repeat customers over the time period |
| Average Order Value per Customer | Show the Average Order Value per customer over the time period |
Customer Metrics
| Metric | Description |
| Highest Spending Customer | List of customer whose spending is high |
| Most Orders Completed | List of Completed Orders |
*Buying Customers are shown by default
Engagement
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 |
| Dimension | Description |
| Engaged Users | A date/hour based trend of Unique users engaging with your channels. |
| Messages Exchanged | A date based trend of total messages sent by User (End-customer), Bot and/or Agent. |
| 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
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 |
| 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 |
| Engaged Users | A date/hour based trend of Unique users engaging with your channels. |
| Messages Sent | A date based trend of total messages sent by User (End-customer), Bot and/or Agent. |
| Most Engaged Bots | No of engaged Users/engagements with each Bot. Switch metrics using the Metric button  |
| Most Engaged Bot Step | Step wise display of no of engaged Users/engagements with the Bot. Switch metrics using the Metric button |
| 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 Analytics
| 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 | Drop down of all agents |
| 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 Analytics[Scorecard]
| Metric | Description |
| Total Conversations | Total Conversations that are handled on Jumper platform during the period selected |
| New Conversations | 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 Duration(mins) | Average Active Conversation Length (omitting inactivity of more than 30 mins) |
| Response Rate |
Conversations that are Closed or In Progress/ Total Conversations |
Agent Performance[Table]
| Metric | Description |
| Total Conversations | Total Conversations that are handled on Jumper platform during the period selected |
| New Conversations | 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 |
| Number Of Conversations | Conversations over time |
| Chat Resolved Within | Bar Graph of chats resolved within certain time |
| Daily Conversations | Conversations on a daily basis over time |
| Resolved Chats w/o Agent | Resolved chats without agents involved |
Bots Flow Analytics[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 |
| Conv Rate | Total Paid Orders / Total Customers |
| Bot Flows Triggered | Number of bot flows triggered out of the configured ones |
| Without Orders | 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 Analytics
Orders can apply more than one discount code
| Dimension | Description |
| Promotion | Name of Promotion |
| Order Type | Categorizes Orders into ‘Paid’ / ‘Unpaid’ |
| Date Range | Filter your data based on a date range. Click on the date range to set a fixed/custom date range. |
| Metrics | Description |
| Orders with Promotions | No of Orders with at least 1 Promotion/Discount applied |
| Sales with Promotions | Total Sales Value from Orders with at least 1 Promotion/Discount applied |
| Sales without Promotions | Total Sales Value from Orders with no Promotion/Discount applied |
| % of Orders | Percentage of Orders |
| Average Order Value | Average payable per order. Calculated by dividing Total Sales/Total Orders. Also known as Average Basket Size/Value |
| Top Promotions Used Table | Description |
| 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 |
| Orders Applied | No of Orders where the Promotion/Discount was applied on |
Store Insights 2.0
Keyword Analysis[Alpha]
| Metrics | Description |
| User Sessions | One session ends when a user is inactive on the chat for 30 or more minutes |
| Dimension | Description |
| Intent | An intent categorizes a User’s intention for one message |
| Keyword | Keyword(s) that were present in User’s message when an Intent was triggered. |
Market Basket Analysis
Objective:
Analyze how likely Buyers would have bought Product B when they also bought Product A.
Definition:
Support: Popularity of Product. % of all Buyers that have purchased this Product.
Confidence: Likelihood that Buyers bought B when they also bought A
Lift: Comparing the Confidence(A ->B) being bought together against Support of B. Otherwise, how much more likely do Buyers buy B if they also buy A.
- Lift (A => B) = 1 means that there is no correlation within the itemset.
- Lift (A => B) > 1 means that there is a positive correlation within the itemset, i.e., products in the itemset, A, and B, are more likely to be bought together.
- Lift (A => B) < 1 means that there is a negative correlation within the itemset, i.e., products in itemset, A, and B, are unlikely to be bought together.