Proactive Prompts Report

Updated 

6 days ago

The Proactive Prompts Report provides key insights into user interactions with proactive prompts, capturing metrics like trigger count, engagement, completion, closure, and snooze actions. This report helps organizations assess user responses and refine engagement strategies by tracking intercept and creative details. When you create a new widget in a reporting dashboard using the Service Analytics data source, the Proactive Prompts Report appears under the Live Chat Additional Report Group in the Widget Builder when you select a metric or dimension.

Metrics and Dimensions

Below are the Metrics and Dimensions available under the Proactive Prompts Report:

Name

Descriptions

Intercept Triggered Count

The number of times prompts triggered from intercept.

Intercept Engaged Count

Number of times the user engaged with the prompt.

Intercept Completed Count

Number of times the user completed the prompt action.

Intercept Closed Count

Number of times the user closed the prompt.

Intercept Snooze Triggered Count

Total number of times the intercept triggered the snooze intercept.

Snooze Count

Total number of times the user has snoozed the Proactive Prompt.

Name

Descriptions

Intercept Name

Indicates the name of the Intercept

Activity Type

Indicates the type of intercept activity or event that took place (Intercept Triggered / Intercept Engaged / Intercept Closed / Intercept Completed).

Activity Actor

Indicates the profile ID of the user that received the intercept.

Proactive Prompt

Name of the Proactive Prompt.

Variant AB Testing

A Boolean field indicating true if it is the intercept variants for which
A/B testing is enabled or not.

Snooze Count

Total number of times the intercept got snoozed before it is closed.

Prompt Intercept Triggered Time

The date timestamp when the particular prompt intercept was triggered.

Prompt Creative ID

Indicates the unique ID of Prompt Creative.

Prompt Creative Name

Name of the Prompt Creative.

Prompt Creative Type

Type of the Prompt Creative.

Trigger Image Url

Indicates the URL of the trigger image.

Date

Date on which the event occured.

Day of Year

Day of the year, for example, 1st Jan will be 1, 2nd Jan will be 2, and so on.

Time of day 
The specific 1-hour period within a day when an activity occurred,
displayed in the 24-hour clock format (hh:mm) and adjusted to the user's
timezone.

Time of day (30 minutes interval)

The specific half-hour period within a day when an activity occurred,
displayed in the 24-hour clock format (hh:mm) and adjusted to the user's
timezone. 

Time of Day (15 Minute Interval)

The specific quarter-hour period within a day when an activity took
place, represented in the 24-hour clock format (hh:mm) and adjusted to the
user's timezone.

Week of Year

This is the sequential week number in the year starting the week
count with Sunday.

Month Of Year

The name of the Calendar Month on which the activity occurred.

Day of the Week

The name of the day of the week on which the activity occurred.

Day of Time Range

This dimension specifies the respective day number in the selected time
range. Note that the start date will be referred to as Day 1 and so on.

This concludes our comprehensive coverage of the Callback Report. For more details on the Reports available under Service Analytics, please refer to the Detailed Reports Glossary.

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