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Metric definitions
Clear definitions for the analytics metrics used in HikariFloww.
What you will learn
- How sessions and conversations are counted
- What engagement and resolution metrics mean
- How outcomes are tracked
Conversation metrics
- Total sessions: number of unique conversation sessions in the date range
- Total messages: combined user and assistant messages
- Average messages per session: engagement depth across sessions
Engagement metrics
- Engaged sessions: sessions above a minimum message threshold
- Peak hour or day: when conversations happen most
- Question share: portion of messages that are user questions
Outcome metrics
- Outcome actions: booking clicks, phone taps, or direction opens
- Booking intent: conversations where booking questions were detected
- Resolution rate: estimated based on conversation patterns
Expected outcome
- You can interpret analytics cards with confidence.
- You can explain metrics to stakeholders accurately.
Common issues
- Comparing metrics across different date ranges without context.
- Assuming outcomes are tracked without integrations or action links.
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