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Dashboard Filter and Metric Definitions

Lauren Siegfried
  • Updated
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This guide provides a complete list of all the filters you'll find in the Conversica Dashboard, their different values, and definitions. 

Lead Manager

The Lead Manager is a central database to manage leads in the Dashboard. You can access the Lead Manager by clicking on Lead Manager on the navigation menu at the top of the page. There are two views: List View and Response View. List View organizes leads into a tabular view and Response view organizes leads by their responses to the Revenue Digital Assistant™. 

List View is the default when you click on the Lead Manager header. To switch views, simply click the Response View link. 

Each view provides a series of filters to help you refine the results. Default filters are displayed at the top of the page. You can also access more filters by clicking on the Advanced Settings toggle, located just below the “Stars” filter:
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In the Advanced Settings you’ll find the following filters:
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Here’s a closer look at the available filters:

Filter Definition
Stars Filter the leads to display Starred or Not Starred leads. Stars are a way to mark customers so you can find them later. Actionable leads found by the assistant will be automatically starred for you. 
Status Filter leads by lead status. The lead status tells you the current state of the lead (Hot Lead, Lead to Review, Lead at Risk (or Further Action), Satisfied).
Date Range Filter all activity that occurred within a specific date range. By default, this filter is set to Last 30 Days. 
Scheduled or Responded in Range Filter activity based on the period in which the lead is scheduled to be messaged or when the lead response was received.
Progress Filter leads by their progress in Conversica such as those that have been worked, engaged, and provided feedback
Team | Rep Filter leads by Teams or specific reps. You may select more than one team or rep at a time.
Note: If you are assigned to monitor a team, this filter defaults to the team(s) that you monitor. You may filter to other teams by making additional selections within this filter. 
Conversation Stage Filter by the Conversation Stage. This includes conversations that are currently messaging, stopped, or excluded.
Conversation Status Filter by the Conversation Status. This includes Check Back Later, Do Not Email, and Unsubscribes. 
Communication Medium Filter leads by the communication medium Conversica used when engaging in conversation.
Salesforce Campaign Filter leads by those that have been applied to a Salesforce Campaign. Note: The naming convention changes for this filter based on account integration. Could also be known as the Conversation ID, Eloqua List, Hubspot list, etc. 


Extended Definitions for Filter Selections

Scheduled or Responded in Range Filter
Selection Definition
Arrived in Range Filter activity based on when the lead arrived into the Conversica system. Note: The “Date Added” column should be added to your view of the Lead Manager for better results when using this filter. The “Date Added” column can be added from the Table Preferences. 
Scheduled in Range Filter activity based on when the leads are scheduled to receive their next message.
Worked in Range Filter activity based on when Conversica worked (messaged) the lead.
Engaged in Range Filter activity based on when the lead Engaged with the assistant
Received Feedback in Range Filter activity based on when the lead responded to the last messaging exchange from the assistant, answering the question “Did (rep) contact you?” or “Did you receive everything you were looking for?”
Responded in Range Filter activity based on when the lead Responded to the assistant. 
Scheduled or Responded in Range Filter activity based on the period in which the lead is scheduled to be messaged or when the lead response was received.
Became a Hot Lead in Range Filter activity based on leads that became Hot during a specific date range. Note: This filter will show you the total number of Hot Leads from a given date range even after their lead status has changed from Hot 
Became a Lead at Risk in Range Filter activity based on leads that became a Lead at Risk during a specific date range.
New Phone #'s in Range Filter activity based on new phone numbers gathered in a specific date range. 
Opted-In to SMS in Range Filter activity based on leads who’ve opted in to receive SMS messaging in range.
Note: This filter will only yield results if the assistant is set up to utilize our SMS Conversations. 
Opted-Out from SMS in Range Filter activity based on leads who’ve opted out of SMS messaging in range.
Note: This filter will only yield results if the assistant is set up to utilize our SMS Conversations.
Progress Filter
Selection Definition
Worked Filter activity based on leads worked by Conversica in range. 
Engaged Filter activity based on leads Engaged by Conversica in range. 
Hot Lead Filter activity based on leads that became Hot in range. 
Lead at Risk Filter activity based on leads that became At Risk in range. 
Satisfied Filter activity based on leads marked as Satisfied in range.
All Feedback Filter activity based on the type of feedback received from a lead in range.
Feedback can include Satisfied, At Risk, and Neutral. 

 Conversation Stage and Status Definitions

Conversation Stage Conversation Status Definition
Preparing Lead Preparing Lead Lead has been received by Conversica and has not been scheduled for the first message.
First Message Scheduled Lead has its first message scheduled, but not sent. 
Messaging Sent Message Lead has been sent at least one message and no response to the current
series has been received
Out of Office Received out of office message. Lead will remain in this status until the
next message is sent (based on date extracted)
Checking Back Later Received message asking to check back later. Lead will remain in this
status until the follow-up check back later message is sent.
Received Response System is reviewing response.
Messaged Scheduled Next message is scheduled, but not set. 
Excluded (Client requested lead not be worked) Excluded (Lead Source) Client requested do not work specific lead source.
Excluded (Rep) Client requested do not work specific rep's leads.
Excluded (Lead Status) Client requested do not work specific lead status.
Excluded (Rule) Other reasons for exclusion, typically client rule. 
Unworkable No Rep Assignment System is missing rep and no default rep is set.
Duplicate (Internal) Lead is a duplicate of earlier lead from the client.
Duplicate (CRM) Client CRM marked leads as duplicate.
Duplicate (External) Lead is a duplicate of earlier lead from another dealership.
Invalid Email Lead is invalidated by email verification system. 
Malformed Email Lead does not have correct email address format. 
No Email Lead does not have an email address. 
Bounced Message could not be delivered to lead inbox due to three soft bounces (e.g., mailbox is full) or one hard bounced (e.g., domain does not exist)
Lead Stopped Unsubscribed Lead clicked unsubscribed link in message. 
Marked Spam Lead marked message as spam.
Lead Requested Stop Conversica system interprets that lead wants messaging to stop for whatever reason. 
Do Not Email Lead was marked as Do Not Email by Conversica system. 
Client Stopped Manager Stopped Rep's Manager stopped messaging.
Rep Stopped Rep stopped messaging. 
Admin Stopped Client Admin stopped messaging. 
Inactive Service Lead deactivated due to an inactive (terminated) Service. 
CRM Stopped Client's CRM stopped messaging through the Conversica Options field. 
Client Requested Stop Conversica Support stopped messaging due to a request from the client. 
Conversica Stopped Listening Leads that do not respond within seven days after the last message in the
series. Listening mode lasts for 30 days and then the status will change to
a stop state. A lead could move to Messaging/Response Received if a
response is received. The cutoff for processing responses and sending
messages to a lead is 1 year.
Marked Sold Lead marked as having purchased. 
Conversation Complete Conversation with a lead is complete. System is not expecting any further responses. 
System Stopped Response is such that system cannot continue messaging, but the lead did not request stop. 
Pause Limit Exceeded Paused leads that have passed the limit for being worked. 
Service Not Active Service for lead is not active. Lead has not been messaged. 

Reporting Metric Definitions

The Reporting section of the dashboard is a great place to monitor progress and performance across your account. To access Conversica reporting, click on the Reporting tab from the navigation menu at the top of the page. 

Here you’ll find a variety of different reporting tabs ranging from Assistant Activity to Custom Reports to help you keep track of your performance. 
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Within each report, you’ll notice a series of different metrics that we use to measure performance. Below is a complete list of these metrics and their definitions. 
 

Reporting Metrics
Metric Definition
Accepted Leads Number of leads that count toward your lead limit (if any) during the specified
time frame.
Current Hot Leads % (Number of new leads who arrived in our system during the specified time frame
and are currently hot) / (New Worked Leads)
Duplicate Number of new leads that arrived in our system during the specified time frame
who were duplicates.
Duplicate % (Duplicates) / (New Leads)
Engaged Leads Number of leads who sent a response to your assistant during the specified
time frame.
Excluded  Number of new leads that arrived in our system during the specified time frame
who were excluded (not able to be worked by our system).
Hot Leads Number of leads who became hot during the specified time frame.
Hot Leads %  (New Hot Leads) / (New Engaged Leads)
Hot Leads % of Worked (New Hot Leads) / (New Worked Leads)
Incomplete Email  Number of new leads that arrived in our system during the specified time frame
who did not have a valid email address. 
Leads at Risk Number of leads who provided At Risk feedback during the specified time frame.
These are leads who turned hot and subsequently indicated that they were not
contacted. 
Leads to Review Number of Leads to Review during the specified time frame. These are leads who
sent a reply that needs to be reviewed in order to determine the next action. 
Leads with New Phone
Numbers		 Number of leads with new phone numbers that your assistant(s) identified
during the specified time frame.
Messaged Leads Number of leads who your assistant(s) messaged during the specified time frame.
Messages Sent per
Response		 (Messages sent during the specified time frame) / (Responses received during the
specified time frame)
Neutral  Number of new leads who arrived during the specified time frame and provided
neutral feedback.
Neutral % (Neutral responses) / (Total Feedback)
New Engaged %  (New Engaged Leads) / (New Worked Leads)
New Engaged Leads Number of new leads that have arrived during the specified time frame who sent
a response to your assistant(s).
New Feedback at Risk % (New Leads at Risk) / (New Engaged Leads)
New Hot Leads Number of new leads who arrived during the specified time frame who became
hot leads. 
New Leads Number of new leads that arrived in our system during the specified time frame. 
New Leads at Risk Number of new leads who arrived during the specified time frame and provided
feedback that they were not contacted. 
New Leads at Risk % (New Leads at Risk) / (New Worked Leads)
New Leads to Review  Number of new leads who arrived during the specified time frame and became a
Lead to Review.
New Leads to Review %  (Number of new leads that arrived during the specified time frame who became a
lead to review) / (New worked leads)
New Phone Numbers Number of new phone numbers that your assistant(s) identified.
New Worked Leads Number of new leads that arrived during the specified time frame who your
assistant(s) messaged. 
No Rep Assignment Number of new leads who arrived during the specified time frame who were not
assigned to a rep and became excluded as a result.
Opportunities Created Number of new leads who arrived during the specified time frame and were
associated with an opportunity, sale, order, meeting, or similar event.
Opportunities Created % (New Opportunities) / (New Worked Leads)
SMS Opt-ins Number of SMS Opt-in requests received during the specified time frame.
Note: This metric will only be available if your assistant(s) is set up to utilize our
SMS conversations. 
SMS Opt-outs Number of SMS Opt-out requests received during the specified time frame.
Note: This metric will only be available if your assistant(s) is set up to utilize our
SMS conversations.
Satisfaction % (Satisfied) / (Satisfied + New Leads at Risk)
Satisfied Number of new leads who arrived during the specified time frame and provided
feedback that they were satisfied.
Total Feedback Number of new leads that arrived during the specified time frame who provided
feedback (responded to the follow-up exchange confirming “were you
contacted” or “did you receive all of the information you were looking for?”).
Undeliverable Number of new leads that arrived in our system during the specified time frame
whose email address was flagged as being undeliverable. 
Undeliverable % (Undeliverable) / (New Leads)
Unworkable Number of new leads that arrived in our system during the specified time frame
who were unworkable because they were not assigned to a rep, were a
duplicate, or had an email address that was incomplete or flagged as being
undeliverable. 
Workable Number of new leads who arrived in our system during the specified time frame
and were able to be messaged by your assistant. 

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