Metric definitions

This article lists what each metric in your dashboards measures and what it is calculated on. Performance metrics count only the tickets Razviel processed; value metrics count all your tickets and can be split between Razviel and your team. The difference is explained in How Razviel measures.

Money

All money metrics are value metrics.

• Value Generated — the sum of the positive financial impact recorded on tickets.
• Protected Revenue — the value of protective actions, such as a refund avoided, store credit accepted or a customer retained.
• Generated Revenue — the value of actions that produce revenue, such as an upsell, a cross-sell, an assisted sale or a recovered cart.
• Net Value — Value Generated minus the cost of your plan.
• Platform ROI — Value Generated divided by the cost of your plan.
• Refunds Deflected and Refund Deflection Rate — the refunds avoided because the customer accepted an alternative, and their share of all refund cases.
• Store Credit Accepted — the value of the store credit customers accepted.
• Chargebacks Prevented — tickets where the customer threatened or announced a chargeback and accepted an alternative, such as store credit or a refund.

Support Control

All support metrics are performance metrics.

• Resolution Rate — resolved tickets divided by processed tickets.
• AI Resolved — tickets the AI resolved on its own, and their share of processed tickets.
• Human Node Resolved — tickets a Human Node closed, and their share of processed tickets.
• Brand Escalation Rate — tickets escalated to your team, divided by processed tickets. Tickets your team handled without Razviel are not counted.
• Current Backlog — tickets open right now.

Customer Experience

All customer experience metrics are performance metrics.

• CSAT — the average rating from your Gorgias satisfaction survey, calculated only on the tickets that have a rating.
• First Response Time — the average time from the ticket's arrival to the first reply.
• Average Resolution Time — the average time from the ticket's arrival to its resolution.
• Customer Sentiment — the sentiment detected in conversations.
• Reopen Rate — the share of tickets reopened after being resolved.

Human Layer

These metrics cover only the tickets a Human Node closed.

• Human Node Tickets — the number of tickets a Human Node closed.
• Avg Human Node Response Time — the average response time on those tickets.
• VIP Cases Handled — Human Node tickets from your most valuable customer segments.
• Human Node Win Rate — successful negotiations, such as a refund avoided or store credit accepted, divided by attempts.

There is no quality score for Human Nodes. No metric rates the quality of a Human Node's work.

Global coverage

These metrics group your tickets by the language of the conversation.

• Languages Detected — the number of languages in your tickets.
• Tickets by Language — your volume in each language.
• AI Resolved by Language and Human Assisted by Language — who resolved the tickets in each language.
• Revenue Protected/Generated by Language — a value metric, over all your tickets in each language.

Plan & Capacity

• AI Resolutions Included vs Used — the resolutions your plan includes this month, and the tickets the AI resolved on its own. Escalated tickets are not counted.
• Human Node Capacity Included vs Used — the Human Node capacity of your plan, and the tickets Human Nodes closed.
• Capacity Used — used divided by included.
• Projected End-of-Cycle Usage — where your usage is heading by the end of the billing cycle, at the current pace.
• Cost per Resolved Ticket — the cost of your plan divided by resolved tickets.

Razviel publishes no overage rate. The Plan & Capacity card compares your usage with your plan so you can decide whether to change it. See Add or remove capacity.