# Metric definitions

> The exact definition of every metric in ShopAssist analytics, as used in the dashboard tooltips and the analytics API.

Source: https://shopassist.coec.dk/docs/analytics/metrics · Updated 2026-10-01

Every number in **Analytics** comes from daily rollups per store. A range sums the days from its start to its end date in the store's time zone, both inclusive. Test conversations (playground, preview, test links) and conversations started by your own staff are always excluded. A rate is shown as "—" when its denominator is 0.

How far back you can look depends on your plan (30 days on Free). See [plans and limits](/docs/getting-started/plans-and-limits).

## Conversations [#conversations]

Conversations started in the range. A long conversation can be several billable conversations; see [what is a conversation](/docs/billing/what-is-a-conversation).

## Billable units [#billable-units]

Units recorded in the usage ledger in the range. A premium managed-AI block counts 3.

## AI replies [#ai-replies]

Assistant replies delivered to shoppers.

## Widget opens [#widget-opens]

Times a shopper opened the chat panel.

## Resolution rate [#resolution-rate]

`resolved by AI ÷ conversations`. A conversation counts as resolved by AI when it closed without a handoff and without an unanswered question, as classified when it closed. Used for analytics only; it is never billed.

## Handoff rate [#handoff-rate]

`handoffs ÷ conversations`.

## CSAT [#csat]

`sum of ratings ÷ number of ratings` on a 1–5 scale, shown with the number of ratings. The latest rating per conversation counts.

## Leads [#leads]

Contact requests and newsletter sign-ups captured in the range.

## Add to cart and checkout clicks [#cart]

**Add to cart** counts items the assistant added to a cart; **checkout clicks** counts clicks on checkout and cart buttons the assistant showed.

## Revenue with the assistant [#revenue]

Three separate lines, never added into one total:

* **Revenue from items the assistant added** (`bot_add_to_cart`): the share of order lines matching items the assistant put in the cart.
* **Orders through assistant checkout links** (`bot_checkout_link`): the order total of orders placed through a checkout link the assistant generated.
* **Orders after a shopping chat** (`assisted_session`): the order total of orders placed within your attribution window after a conversation that showed products, for shoppers who allowed analytics.

Amounts are placed-order values in your store currency. Refunds and cancellations are not subtracted. Orders in another currency are counted but not summed. See [assisted revenue and attribution](/docs/analytics/assisted-revenue-and-attribution).

## Chat conversion rate [#conversion-rate]

`attributed orders with consent ÷ conversations with consent`, labelled "Orders we could link to a chat; orders placed after a chat count only with analytics consent". **Attribution coverage** (`conversations with consent ÷ conversations`) is shown next to it, so you can see how much of your traffic the rate covers.

## Proactive click-through [#proactive-ctr]

`proactive messages clicked ÷ proactive messages shown`.

## Answer ratings [#answer-ratings]

Counts of 👍 and 👎 on individual assistant answers, when answer feedback is switched on.