Admin Support
The total number of times a chat conversation involved a support request.
Average Position
Where your ad ranks in comparison to other search ads for a given keyword. (i.e 1st, 2nd, 3rd).
Call Duration
The average length of your calls.
Calls
The total number of phone calls that were directly attributable to a Conversion Logix marketing campaign.
Chat Conversation Conversion Rate
The total number of chats divided by the total number of chat invite clicks.
Chat Engagements
The total number of times a chat was initiated by a website visitor (clicks on chat invites).
Chats
The total number of conversations our team had with website visitors that clicked on a chat invite.
Clicks
The total number of clicks across all advertising campaigns.
CPC (Cost Per Click)
The total amount spent divided by the total number of ad clicks generated.
CPV (Cost Per View)
Total amount spent divided by the total number of video views.
CTR (Click Through Rate)
The total number of ad clicks divided by the total number of ad impressions.
DMA
Designated Marketing Area.
Impressions
The number of times an ad was presented.
Impression Share
The percentage of times your ad appears in the search engine for a given keyword search. 100% impression share means we are appearing on 100% of searches for that keyword.
Job Inquiries
The total number of times a chat led to a conversation about job openings.
Lead Conversion Rate
The total number of leads divided by the total number of chats.
Leads
The total number of times a Live Chat agent acquired a name, email, and phone number during a chat conversation.
Link Clicks
The total number of times people clicked on your social ad destination link.
Local
Searches occurring in a targeted area around the community.
Missed Calls
Total number of calls that went unanswered.
Missed Calls %
The total number of missed calls divided by all calls.
nb
non-brand keywords.
Post View Rate
The number of times a user sees an ad and visits the website without clicking, divided by total impressions.
Post Views
The number of website visits that occurred after someone viewed a banner campaign (this excludes anyone who saw a banner campaign and clicked on it).
Reach
The number of people who saw your social ad.
Scheduled Reservations
The total number of times someone booked a hotel through chat.
Scheduled Visit Conversion Rate
The total number of scheduled tours divided by the total number of leads.
Scheduled Visits
The total number of onsite tours that were booked for a community through CallChatter.
View-through Conversions
The number of people who watched a YouTube video, didn’t click on it, and later visited the website.
YouTube Views
The total number of times people watched or engaged with your video ad.
User Engagement
The amount of time someone spends with your web page in focus or app screen in the foreground, which allows you to measure when users actively use your site or app.
An engaged user must partake in one of the following:
- Active on the website for at least 10 seconds
- Fires a conversion
- Fires 2 or more screen or page view events.
If a user does any of the above actions, they are considered an engaged user.
User Engagement Examples:
- A user slowly scrolling for 10 seconds indicating they are reading content
- Visiting the floor plans page from the home page & looking at an apartment layout would trigger an engaged user
- Contacts forms, calls, directions, emails, etc all are considered Conversions (Goals) which also constitute user engagement
Engagement Rate
The percentage of engaged sessions on your website or mobile app.
Current benchmarks:
- Rates above 63% are good
- Rates below 41% are considered concerning
Engagement Time
The percentage of engaged sessions on your website or mobile app.
Current benchmarks:
- Rates above 63% are good
- Rates below 41% are considered concerning
Engaged sessions per User
How many times a user with the same user ID returns to the website and has an engaged session.
Engaged Sessions
A session that lasts longer than 10 seconds, has a conversion event, or has at least 2 pageviews or screen views.
Users
the Users metric shows the total number of unique users that engaged with your website or app. Understanding this metric provides you with insight into how the users are interacting with your website.
New Users
The New users metric in GA4 is the total number of users who are visiting your website or app for the first time.
Sessions
A session is a period during which a user was engaged on your website or app. This GA4 metric displays the total number of sessions that started on your website or app.
In Universal Analytics, a new session was initiated for the same user if it was midnight. But in GA4 the same session continues for the next day, without starting a new one. This gives an accurate number of visitors landing on your webpage.
Unlike Universal Analytics, if the same user visits your webpage from another traffic source, GA does not initiate a new session but considers it as part of the same session. This is a major GA4 metric as it assists you in measuring the traffic created by your website.
Answered - No Reply
Someone chats with our Live Chat team and either fills out the form with fake/bad information, and then leaves the chat before saying anything to the Agent.
Job Inquiry
Someone chats with our Live Chat team and lets the Agent know they are interested in or already have applied for a job with the community or management company.
Support
Someone chats with our Live Chat team and is NOT a hot lead that should be followed up on. Support and General Inquiry are very close to being the same thing, but a Support chat is for a current resident, a vendor selling services, or otherwise someone who is not in the market to rent/buy what the client offers.
Testing
Chats generated from the Conversion Logix Team doing tests for one reason or another, the community or management company testing out our chat, or someone who does business with us testing the service.
Chatbot
These are conversations that were generated and transferred from Claire AI+ (AKA our CLX ChatBot)
General Inquiry
A General Inquiry is someone who fills out the pre-chat form with information that the client is not able to follow up on while expressing interest in renting/buying what the client offers.
Hot Lead
Someone who chats with one of our Live Chat Agents and provides their first and last name, phone number, and email address while expressing interest in what our client has to offer. These are people who the client can follow up with to create a sale/move-in.
Visit Booked
This is the same as a Hot Lead, but during the conversation, the visitor mentions they would like to schedule a tour. The Agent can use a scheduler on the site or schedule a tour using the information we were initially provided in the Live Chat questionnaire.