This glossary defines terms and explains metrics that appear throughout Qualified.
Qualified vocabulary
Action The course of action taken during a step.
Conversation A back-and-forth interaction between a visitor and a sales rep or bot using the Qualified messenger.
Experience An experience is the set of messages, questions, and automations that run when a visitor is on your website. Experiences dictate when and what visitors see in the Qualified messenger, which visitors sales reps see in the Qualified app, and which records are created or updated in an integrated external system.
Pounce When a sales rep sends a message to a visitor after they reached a Route for Pounce step.
Session A session is defined as every time a visitor is on the website and Qualified saved a cookie in their browser. Visitors can have multiple sessions on your website because a session will end when a visitor is idle for 60 or more minutes or they left your site for at least five minutes before returning.
Step The node in an experience, such as Send a message, Route for Pounce, and Send an app alert.
Visitor Someone who's on your website.
Qualified conversations analytics
Dropped-off In conversation flow analytics, the percentage of visitors that close the Qualified messenger or leave your website when in between experience steps.
Impressions The number of times visitors are shown an experience on the same page. For example, a visitor from Trove Robotics opens your pricing page and sees an experience. They navigate to your product page, see a different experience there, and then return to your pricing page. In this scenario, there were two impressions of your pricing page's experience.
Lead and prospects created The number of unique records created in any integrated external system, like Salesforce, Pardot, or Marketo.
Maybe bot Identifies if Qualified suspects that the visitor is a bot based on known metadata and past behavior.
Sessions that saw the messenger after receiving an experience Total number of unique sessions where a sales rep pounced or the visitor was presented with a Show a custom greeting, Send a message, Ask a question, or Offer a meeting step.
Sessions where the visitor had a conversation with a bot or a rep The number of unique sessions where the visitor sent a message in the Qualified messenger to a sales rep, rules-based bot, or AI SDR agent.
Total meetings booked Total number of meetings scheduled after being offered the meeting booker during live chat or in an experience.
Total sessions Total number of unique sessions where the Qualified cookie was saved in a visitor's browser.
AI SDR goal analytics
AI goal activated An AI goal that your AI SDR agent started to pursue, regardless of whether it was completed. This count includes goals that were activated but abandoned before completion.
AI goal completed An AI goal that was completed by one of the following outcomes: booking a meeting, routing to a sales rep, giving visitor guidance, or sharing an offer.
AI goal not completed An AI goal that was activated but never completed. This occurs when a visitor leaves before answering qualification questions or when the session ends without reaching a completion outcome.
AI goal with engagement An AI goal that was activated and received engagement from the visitor, meaning the visitor provided their email or answered a qualification question, or the goal was completed.
AI goal trigger How an AI goal was activated. Possible values are:
- Button — the visitor clicked a CTA button in the conversation window.
- AI SDR conversation — within a conversation with your AI SDR agent, the visitor mentioned a topic that activated the goal.
- Piper Email — the goal was activated through an AI email campaign.
AI goal trigger topics The specific topics that activated an AI goal when the trigger type is AI SDR conversation. This shows what the visitor said that caused your AI SDR agent to pursue the goal.
AI SDR conversation category A classification applied to sessions where the visitor engaged with your AI SDR agent. Categories are:
- Sales — the visitor showed potential interest in buying a product or service, including asking questions about the company or its offerings.
- Support — the visitor appeared to be an existing customer asking questions about using the product or service, without purchase intent.
- Spam — the visitor was not engaging with topics related to the company or its offerings, was asking irrelevant questions, or was deliberately avoiding business topics.
Note: Conversation categories are applied automatically by an AI evaluator. Categories may not always be precise — if you notice an incorrect categorization, contact your QSA.
AI SDR multi-modal analytics
These metrics are available when your AI SDR agent is configured with voice and video capabilities.
Had AI SDR voice call A visitor started a voice or video call with your AI SDR agent. This does not confirm that any exchange or interaction took place during the call — it only means the call was initiated.
AI SDR asks email Your AI SDR agent asked the visitor for their email address across any mode (text, voice, or video). This does not confirm that the email was provided — it only tracks the ask.
AI SDR asks email during voice call Your AI SDR agent verbally asked for an email specifically during a voice call. This does not confirm that the email was captured.
AI SDR captured email Your AI SDR agent successfully captured the visitor's email address across any mode (voice, video, or text). This confirms the email was actually obtained.
AI SDR captured email during voice call Your AI SDR agent captured the visitor's email specifically during a voice call. This confirms email capture during voice interactions only.
AI SDR navigated site Your AI SDR agent co-browsed a visitor to an identified page on your website. This metric requires co-browse to be enabled for your organization.
AI SDR shared slides Your AI SDR agent displayed slides configured in Agent Studio.
AI SDR starting position The starting position configured for the experience, set via global themes or at the experience level. Use this to compare engagement across different entry points.
Duration of AI SDR call (in seconds) The total length of a session's call or calls in seconds. If a session contains multiple calls, their durations are summed. Filter by this metric to focus on calls of a meaningful length.
Visitor messages The number of visitor messages (back-and-forth exchanges) in a session. Use this as a filter to narrow in on sessions with meaningful engagement.
Qualified Signals analytics
Engagement intent A term used to describe a range of engagement scores:
- Cold (score 0–19): accounts with extremely low engagement with your website.
- Warm (score 20–50): accounts that are beginning to engage with your website.
- Hot (score 51–80): accounts that are actively engaging with your website and may be having conversations with your reps.
- On Fire (score 80–100): accounts with significant active time on site, multiple visitors from the same account, and ongoing conversations with your sales reps. These accounts should be prioritized for active engagement.
Engagement score A numerical value between 0–100 showing the current first-party website engagement of an account.
Engagement trend Shows how an account's purchase intent has increased or decreased based on their website engagement over the past 14 days.
- Cooling: decreased 10 or more points
- Neutral: remained within ±10 points
- Heating: increased 10–24 points
- Surging: increased 25 or more points
Research intent A term used to describe a range of research scores:
- Cold: score 0–39
- Warm: score 40–59
- Hot: score 60–100
Research score A numerical value between 0–100 calculated once every seven days. Qualified's model takes into account whether and how frequently topics were researched online over the previous several weeks.
Signals active session time Duration of time where a user was actively browsing on the website and/or engaging with bots or reps, contributing towards the engagement intent metric for the account the user was associated with.
Signals bot conversation count Total number of conversations with a bot, associated with the account, contributing towards the engagement intent metric for that account.
Signals meeting booked count Total number of meetings booked by visitors associated with the account, contributing towards the engagement intent metrics for that account.
Signals rep conversation count Total number of conversations with a rep, associated with the account, contributing towards the engagement intent metric for that account.
Signals session count Total number of sessions associated with the account, contributing towards the engagement intent metric for that account.
Signals visitor count Total number of visitors associated with the account, contributing towards the engagement intent metrics for that account.
Legacy: rep-assisted conversation analytics
These metrics relate to Qualified's rep-assisted conversation features (pounce and inbound chat). They remain available in your reports and dashboards if your organization uses these features, but are not part of the standard AI SDR agent workflow.
Inbound chat requests where reps started a conversation The number of sessions where the visitor reached an experience's or AI SDR agent goal's Route for Inbound Chat step and one of the routed reps clicked Start a conversation to send a message.
Inbound chat requests where reps started a conversation before the wait timer ended The number of sessions where the visitor reached an experience's or AI SDR agent goal's Route for Inbound Chat step and one of the routed reps clicked Start a conversation to send a message before the wait time expired.
Inbound chat requests where reps were available The number of sessions where the visitor reached an experience's or AI SDR agent goal's Route for Inbound Chat step and the available routed reps had an opportunity to answer the chat while the visitor waited.
Pounce attempts Total number of sessions where the visitor reached a Route for Pounce step and the rep sent a message. This includes sessions where the visitor did and did not respond.
Rep activity A report column that shows which rep or reps interacted with a visitor using the Qualified messenger. Hover over the rep photo to learn which reps engaged the visitor, whether each rep pounced or responded to an inbound chat request, whether the rep and visitor exchanged live text chats, and whether a call took place.
Sessions with inbound chat requests The count of sessions where the visitor reached an experience's or AI SDR agent goal's Route for Inbound Chat step and the routed reps were notified that a visitor wanted to chat. If multiple routings occurred within the same session, that session is still counted as one.
Total inbound chat conversations Total number of sessions where the visitor reached an experience's or AI SDR agent goal's Route for Inbound Chat step, a routed rep clicked Start a conversation and sent a message (before or after the wait timer), and the visitor responded to the rep's message.
Total pounce conversations Total number of sessions the visitor reached a Route for Pounce step, the rep sent a message, and the visitor responded.
Total rep conversations Total number of unique sessions where a rep sent a message and the visitor sent a message in reply.
Waiting for reps The number of visitors that reached an experience's or AI SDR agent goal's Route for Inbound Chat step and waited for a rep to initiate a conversation. This includes visitors who had a conversation with your reps, visitors who were shown the meeting booker when no reps were available, and visitors who waited and did not receive a chat message even though reps were available.
AI Email analytics
These metrics appear in Mission Control > Email, where you can monitor activity across all AI email campaigns.
Bump An email sent after the nudge and before the breakup. Bumps are follow-up touches sent to leads who have not yet engaged.
Booked from campaign A meeting booked directly through a link or call to action in one of the campaign's emails.
Booked while in campaign A meeting booked while the lead was enrolled in the campaign, but not directly attributed to a campaign email link.
Breakup The final email sent in a campaign sequence to a lead who has not engaged.
Clicked The lead clicked a link in one of the campaign's emails.
First touch The first email sent to a lead when they enter a campaign.
Hard bounce A permanent email delivery failure, typically because the email address does not exist or the domain is invalid.
Nudge The second email sent to a lead in a campaign sequence.
Opened The lead opened one of the campaign's emails.
Replied The lead replied to one of the campaign's emails.
Response An email sent by your AI SDR agent in reply to a lead's reply.
Soft bounce A temporary email delivery failure, such as a full inbox or a server issue.
Unsubscribe A lead who has opted out of receiving emails from your AI SDR agent.
Offers analytics
These metrics are available for any URL you have designated as an offer in the Content tab of Agent Studio.
Click rate The number of times an offer was opened divided by the number of times it was delivered.
Opens The number of times a lead opened the offer after it was shared.
Shares The number of times the offer was shared with a lead, either in a chat conversation or in an email.
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