Insights
Metrics glossary
Exactly how each number in Insights and tour analytics is counted.
When you report the agent's meetings and pipeline to your team, you need to know exactly what each number includes. This glossary lists every metric on the Insights tabs and in Tours → Insights, with the rule ShowPilot uses to count it.
Unless a row says otherwise, a metric covers the date range you picked, in UTC days. You're in the right place when a number needs explaining before you share it.
Building blocks
| Term | How it's counted |
|---|---|
| Visitor | One person on a site where your web tag runs, recognized again on later visits from the same browser. |
| Conversation | An agent session with at least one message. A conversation belongs to the day it started. |
| Intent score | 0 to 100. The sum of the weights of a visitor's 10 most recent buying signals, as recorded by your agent, capped at 100. |
| Qualified | A conversation whose visitor has an intent score of 30 or more. |
| Hot | An intent score of 60 or more. |
| Account | A company ShowPilot matched one or more visitors to. An account is active in a range when its latest activity falls inside it. |
| Change % | The current range compared with the period of the same length just before it. Blank when that period was zero. |
Pulse, Accounts and Conversations
| Metric | How it's counted |
|---|---|
| Conversations | Conversations started in the range. |
| Qualified conversations | Qualified conversations started in the range. |
| Meetings | Live calls started from a conversation, plus calendar bookings. |
| Outcomes reached | Meetings plus contact form submissions. |
| Influenced pipeline | The total open deal value from your CRM at accounts active in the range. |
| Sourced pipeline | The value of deals created on or after the day your agent first engaged the account. Needs synced CRM deals. |
| Funnel: Visitors | Visitors seen on your site during the range. |
| Funnel: Engaged | Visitors seen in the range who have any recorded active time on a page, counted while the tab is in view. |
| Funnel: Conversed | Visitors with at least one conversation in the range. |
| Funnel: Meetings | Visitors with at least one meeting in the range. |
| After hours | Conversations that started outside your team hours or on a day off, in the timezone saved with your hours. |
| Handled by the agent | Conversations with no live call, as a share of all conversations. |
| Engaged accounts | Accounts active in the range. |
| ICP accounts engaged | Engaged accounts with the Target tier. |
| With open opps | Engaged accounts with one or more open deals. |
| Avg. messages | All messages in the range divided by chat and voice conversations. |
| Chat / Voice | Voice is any conversation that used voice. Chat is every other conversation. |
| Relay: Invites | Live calls started. |
| Relay: Meetings held | Live calls that ended. |
| Relay: Accepted | Meetings held divided by invites, capped at 100%. |
Content
| Metric | How it's counted |
|---|---|
| Content opens | Each time an asset was opened for a visitor. |
| Recommendations shown | Each content card your agent displayed. One recommendation with three cards counts as three. |
| Open rate | Content opens divided by recommendations shown, capped at 100%. |
| Assets engaged | Assets opened at least once. The same asset used in several places counts once. |
| Consuming sessions | Sessions with at least one content open. |
| Binge (3+ assets) | Sessions with three or more content opens. |
| Retire flag | An asset shown 3 or more times and never opened. |
| Conversation rate (pages) | Sessions that started on a page and became conversations, divided by all sessions that started there. |
Agent health
| Metric | How it's counted |
|---|---|
| Turns handled | Agent replies. |
| Reliability | Completed replies divided by completed plus failed replies. |
| Answer rate | Replies with text divided by all replies. |
| Response time p50 / p95 | The median and 95th percentile time from the start of a turn to the agent's reply. |
| Avg. voice call | Average length of voice conversations longer than zero seconds. |
Attribution
| Metric | How it's counted |
|---|---|
| Touched account | An account with at least one agent session that was active in the range. |
| Generated | A deal created on or after the day the agent first engaged its account. |
| Accelerated | A deal that existed before the agent engaged and entered its current stage after. |
| Revived | A deal created more than 60 days before the agent engaged that hasn't entered a new stage since. |
Before your CRM deals sync, Generated and Accelerated count accounts instead: touched accounts without and with an open deal.
Tours
| Metric | How it's counted |
|---|---|
| Play | One viewing of one tour by one viewer. It belongs to the day it started. |
| Engaged | A play that reached the second step or later. |
| Reached midpoint | A play that reached at least halfway through the tour's steps. |
| Completion | A play that reached the end of the tour. |
| CTA clicks | Every click on a call-to-action inside a tour. |
| Known viewers (one tour) | Plays where the viewer's email is known. |
| Known viewers (all tours) | Distinct emails per tour, added up across tours. |
| Avg time per play | Time from the first to the last recorded action in a play, averaged. |
| Steps viewed | Every step view, counting revisits. |
Plays started from inside ShowPilot, and plays from excluded addresses, are never counted.
What should you know before sharing a number?
-
Internal traffic. Conversations from excluded addresses are left out of most numbers:
- conversation counts
- qualified counts
- the funnel
- content numbers
- Relay numbers
- agent performance
The Meetings and Outcomes reached cards and the Agent health tiles still include them.
-
Weekly Brief. The Brief tab uses the last 7 days, whatever range you pick elsewhere.
-
Pipeline without a CRM. Pipeline numbers read your CRM. Without a connected CRM they show $0, which means no deals are linked yet.
Troubleshooting
| Issue | What to check |
|---|---|
| A number looks lower than expected | Check the date range and that days run in UTC. Traffic from excluded addresses is left out of most numbers. |
| Meetings is higher than the funnel suggests | The Meetings and Outcomes reached cards still include conversations from excluded addresses. |
| Pipeline shows $0 | No CRM is connected, or no deals are linked yet. |
| The change percentage is blank | The earlier period of the same length was zero. |
Frequently asked questions
Which day does a conversation or play belong to?
The day it started, in UTC.
Is a qualified conversation the same as a hot one?
No. A conversation is qualified when its visitor's intent score is 30 or more. Hot is a score of 60 or more.
Why can Relay: Accepted never pass 100%?
It's meetings held divided by invites, capped at 100%.