This reference covers the Chat metrics and dimensions available in Report Builder and the Analytics API.
Average Chat Steps Completed
Description: The average number of steps completed by the bot in the course of delivering a response to the user.
Request ID & Response ID: CHAT_AVG_STEPS_COMPLETED
Data Type: Float
Example Response Value: 3.5
Example Response: {"CHAT_AVG_STEPS_COMPLETED": 3.5, "day": "2026-01-01"}
Compatible Dimensions:
- Time:
DAYS - Chat:
CHAT_BOT,CHAT_CLUSTER,CHAT_CLUSTER_ID,CHAT_GOAL - Traffic Sources:
INTERNAL_USER
Chat Average Conversation Length (Duration)
Description: The average length of the bot's conversations in terms of duration, in seconds.
Request ID & Response ID: CHAT_AVG_CONVO_LENGTH_DURATION
Data Type: Float
Example Response Value: 2.45
Example Response: {"CHAT_AVG_CONVO_LENGTH_DURATION": 2.45, "day": "2026-01-02"}
Compatible Dimensions:
- Time:
DAY_OF_WEEK,DAYS,MONTHS,QUARTERS,WEEKS - Chat:
CHAT_BOT,CHAT_CLUSTER,CHAT_CLUSTER_ID - Traffic Sources:
INTERNAL_USER,PAGE_URL
Chat Average Conversation Length (Messages)
Description: The average length of the bot's conversations in terms of number of messages.
Request ID & Response ID: CHAT_AVG_CONVO_LENGTH_MSGS
Data Type: Float
Example Response Value: 5.2
Example Response: {"CHAT_AVG_CONVO_LENGTH_MSGS": 5.2, "day": "2026-01-03"}
Compatible Dimensions:
- Time:
DAY_OF_WEEK,DAYS,MONTHS,QUARTERS,WEEKS - Chat:
CHAT_BOT,CHAT_CLUSTER,CHAT_CLUSTER_ID,CHAT_GOAL - Traffic Sources:
INTERNAL_USER,PAGE_URL
Chat Conversation Rate
Description: The percentage of users who interacted with the chat bot given the opportunity.
Request ID & Response ID: CHAT_CONVERSATION_RATE
Data Type: Float (Percentage)
Example Response Value: 0.45
Example Response: {"CHAT_CONVERSATION_RATE": 0.45, "day": "2026-01-04"}
Compatible Dimensions:
- Time:
DAY_OF_WEEK,DAYS,MONTHS,QUARTERS,WEEKS - Chat:
CHAT_BOT,CHAT_CLUSTER,CHAT_CLUSTER_ID,CHAT_GOAL - Traffic Sources:
INTERNAL_USER,PAGE_URL - Conversion Tracking:
REFERRER_URL - Visitors:
VISITOR_ID,VISITOR_ID_METHOD
Chat Thumbs Down Rate
Description: The percentage of the bot's responses that received a Thumbs Down.
Request ID & Response ID: CHAT_THUMBS_DOWN_RATE
Data Type: Float (Percentage)
Example Response Value: 0.12
Example Response: {"CHAT_THUMBS_DOWN_RATE": 0.12, "day": "2026-01-05"}
Chat Thumbs Up Rate
Description: The percentage of the bot's responses that received a Thumbs Up.
Request ID & Response ID: CHAT_THUMBS_UP_RATE
Data Type: Float (Percentage)
Example Response Value: 0.80
Example Response: {"CHAT_THUMBS_UP_RATE": 0.80, "day": "2026-01-06"}
Chat Total Conversations
Description: The total number of unique conversations held by the bot.
Request ID & Response ID: CHAT_TOTAL_CONVERSATIONS
Data Type: Integer
Example Response Value: 250
Example Response: {"CHAT_TOTAL_CONVERSATIONS": 250, "day": "2026-01-07"}
Chat Total Impressions
Description: The total number of times a user had the opportunity to interact with a Chat bot.
Request ID & Response ID: CHAT_TOTAL_IMPRESSIONS
Data Type: Integer
Example Response Value: 500
Example Response: {"CHAT_TOTAL_IMPRESSIONS": 500, "day": "2026-01-08"}
Chat Total Link Clicks
Description: The total number of times a user clicked on a link that the bot surfaced as part of its response.
Request ID & Response ID: CHAT_TOTAL_LINK_CLICKS
Data Type: Integer
Example Response Value: 50
Example Response: {"CHAT_TOTAL_LINK_CLICKS": 50, "day": "2026-01-09"}
Chat Total Responses
Description: The total number of times a bot responded to a user.
Request ID & Response ID: CHAT_TOTAL_RESPONSES
Data Type: Integer
Example Response Value: 300
Example Response: {"CHAT_TOTAL_RESPONSES": 300, "day": "2026-01-10"}
Chat Total Thumbs Down
Description: The total number of times a user clicked the Thumbs Down button for a given response.
Request ID & Response ID: CHAT_TOTAL_THUMBS_DOWN
Data Type: Integer
Example Response Value: 30
Example Response: {"CHAT_TOTAL_THUMBS_DOWN": 30, "day": "2026-01-11"}
Chat Total Thumbs Up
Description: The total number of times a user clicked the Thumbs Up button for a given response.
Request ID & Response ID: CHAT_TOTAL_THUMBS_UP
Data Type: Integer
Example Response Value: 240
Example Response: {"CHAT_TOTAL_THUMBS_UP": 240, "day": "2026-01-12"}
Data Match Rate
Description: The percent of messages the bot could respond to with relevant data.
Request ID & Response ID: CHAT_DATA_MATCH_RATE
Data Type: Float (Percentage)
Example Response Value: 0.40
Example Response: {"CHAT_DATA_MATCH_RATE": 0.40, "day": "2026-01-12"}
Goal Match Rate
Description: The percent of messages the bot matched to a valid goal.
Request ID & Response ID: CHAT_GOAL_MATCH_RATE
Data Type: Float (Percentage)
Example Response Value: 0.80
Example Response: {"CHAT_GOAL_MATCH_RATE": 0.80, "day": "2026-01-12"}
Success Rate
Description: The percent of messages the bot gave a response to with relevant data or information.
Request ID & Response ID: CHAT_SUCCESS_RATE
Data Type: Float (Percentage)
Example Response Value: 0.40
Example Response: {"CHAT_SUCCESS_RATE": 0.40, "day": "2026-01-12"}