Glossary
This glossary defines the main terms used throughout the Usizy platform documentation, providing clear explanations for marketing, analytics, and operational concepts.
A
Active Users
Represents the total number of unique users who interacted with Smart Assistant during a given period. An active user is counted once per day or per session, depending on the selected metric, and reflects audience engagement and assistant adoption.
Age Group
Represents predefined segments of user ages (e.g., under 18, 18–25, 26–35, 36–45, etc.). Helps analyze user distribution by age category and identify the most active customer ranges.
Average Conversation Length
The average duration of user interactions with Smart Assistant. It helps identify how engaging or complex the conversations are and whether users are finding quick answers or spending more time exploring.
Average Messages per Conversation
Indicates the mean number of messages exchanged between a user and Smart Assistant during one conversation. It measures conversation depth and user engagement, showing whether users typically ask multiple questions or get immediate resolutions.
Average Response Time
Shows how long it takes for Smart Assistant to reply to a user message. Lower response times usually improve satisfaction and conversation flow.
B
Body Mass Index (BMI)
A calculated indicator that relates a person’s weight to their height. Smart Assistant uses BMI distribution to evaluate body composition trends across user profiles and support accurate size recommendations.
Bounce Rate
Percentage of users who start a conversation or visit the assistant but leave without significant interaction. A high bounce rate can suggest that the entry message, chat placement, or first impression needs adjustment.
C
Channel
Refers to the communication platform where users interact with Smart Assistant, such as the website, WhatsApp, Messenger, or mobile app. Channel analysis helps identify which touchpoints generate the most engagement.
Containment Rate
The percentage of conversations successfully resolved by Smart Assistant without needing human intervention. A high containment rate indicates efficient automation and effective responses that reduce agent workload.
Conversation
A complete interaction between a user and Smart Assistant, from the first message to the end of the exchange. Each conversation represents a unique engagement event and may include several user–assistant messages.
Conversation Breakdown
Compares how many conversations come from new versus returning users. It helps analyze audience engagement, loyalty, and the balance between acquisition and retention.
Conversation Start Time
The timestamp or time interval when a conversation begins. Analyzing start times helps identify daily or weekly activity patterns and peak usage periods.
Conversion
Occurs when a user completes a desired action, such as a purchase, registration, or product add-to-cart, after interacting with Smart Assistant. Conversions measure how effectively the assistant drives business goals.
Conversion Rate
Percentage of users or conversations that result in a conversion. This key performance indicator (KPI) helps assess how well Smart Assistant influences decisions or contributes to sales.
Country Distribution
Shows where users are located geographically. It helps identify key markets, measure adoption by region, and detect new engagement opportunities.
D
Daily Active Users
Represents the number of users who interacted with Smart Assistant each day within the selected time frame. It indicates consistency in engagement and helps identify trends or seasonal variations.
Daily Conversations
The average or total number of conversations initiated per day within a selected period. It helps monitor demand, identify workload peaks, and align support resources accordingly.
Daily Escalated Conversations
The number of conversations per day that were transferred from Smart Assistant to a human agent. Tracking this metric helps detect when additional support capacity might be needed.
Dashboard
The central analytics interface of the Usizy platform, where data about user behavior, conversations, and assistant performance is visualized through widgets, charts, and tables.
E
Engagement
Measures how actively users interact with Smart Assistant, including the number of exchanged messages, session length, and frequency of return. High engagement often reflects strong interest, satisfaction, or usability.
Engagement Rate
The percentage of total visitors who engage with Smart Assistant during a given period. This metric helps assess visibility and how effectively the assistant attracts attention.
Escalation
When Smart Assistant transfers a conversation to a human agent, either automatically (based on logic) or upon the user’s request. Escalations ensure users receive proper support for complex or sensitive inquiries.
Escalation Rate
The percentage of total conversations that are escalated to human agents. It’s a key indicator of automation coverage and helps assess how well Smart Assistant handles requests independently.
F
Fallback
Occurs when Smart Assistant cannot understand or respond to a user’s message. Fallbacks help identify gaps in content, intent detection, or training data.
Fallback Rate
The percentage of total messages where a fallback occurred. High rates may suggest missing content or limited understanding of specific topics.
Fallback Conversation Rate
The percentage of conversations that experienced at least one fallback event. It measures the overall impact of misunderstanding on the user experience.
Feedback Rate
The percentage of conversations where users provide a rating or comment about their experience. It helps evaluate user satisfaction and areas for improvement.
R
Requested Escalation Rate
The proportion of conversations where users explicitly ask to speak with a human agent. A high rate may indicate low satisfaction or insufficient coverage of complex topics.
Returning Users
Users who have previously interacted with Smart Assistant and come back for new conversations or sessions. They indicate loyalty, satisfaction, and long-term engagement.
Retention Rate
The percentage of users who return to interact again after their first session. A higher retention rate suggests ongoing value and positive user experience.
S
Satisfaction Rate
Represents the percentage of conversations that received a positive rating or feedback from users. It reflects user perception of Smart Assistant’s quality, accuracy, and tone.
Session
A continuous period during which a user interacts with Smart Assistant. A single user can have multiple sessions depending on their activity and frequency of visits.
Session Duration
Measures how long users remain active during a session. It provides insights into user engagement, attention span, and interaction quality.
Source Distribution
Shows which device or environment users use to access Smart Assistant, such as desktop, tablet, mobile, app, or smart TV. Understanding this helps optimize content and user experience for different devices.
T
Time Range
The selected period used to display metrics in the dashboard, such as last 24 hours, last week, last month, or a custom range. Choosing different ranges allows teams to compare performance over time or align analytics with specific campaigns.
Topic
A main category representing a subject discussed during a conversation (e.g., “Shipping,” “Returns,” “Product Availability”). Topics help structure analytics and identify what users most frequently ask about.
Subtopic
A more detailed level within a topic, describing specific user intents or questions (e.g., under “Returns”: “Refund delay” or “Return policy”). Subtopics help pinpoint detailed areas for improvement or automation opportunities.
Top 5 Topics Escalated
The five topics that most frequently lead to human intervention. These reveal where Smart Assistant’s coverage can be improved or where human expertise is necessary.
Top 10 Subtopics Escalated
The ten most frequently escalated subtopics. They provide deeper insights into recurring issues that may require better content, clearer flows, or enhanced training data.
U
Unique Users
Represents distinct individuals who interacted with Smart Assistant during the selected period, excluding duplicates from multiple sessions or conversations.
User Distribution
Compares the share of new versus returning users, providing a quick overview of audience growth and loyalty.
V
Visitor
A person who visits the website or app where Smart Assistant is integrated. Not every visitor becomes an active user, but those who start interacting with the assistant contribute to user engagement metrics.
Volume of Conversations
Total number of conversations handled by Smart Assistant during the selected period. It’s a key indicator of user activity and assistant demand.
W
Weight
The weight provided by users during profile creation. Together with height, it helps generate accurate size and fit recommendations.
Widget
A visual element (graph, chart, counter, or table) displayed in the Usizy Dashboard to represent a specific metric or dataset. Widgets allow marketing and operations teams to monitor assistant performance intuitively.