Below are fields that can be used to analyze customers' Repeat Purchase Likelihood (RPL). For more information on RPL go here.
RPL dimensions
| View | Group | Field name | Description |
|---|---|---|---|
| Booking | Has Car | Yes/No value indicating whether a car was booked was done as part of the itinerary. | |
| Booking | Has Flight | Yes/No value indicating whether a flight was booked as part of the itinerary. | |
| Booking | Has Insurance | Yes/No value indicating whether an insurance was booked as part of the itinerary. | |
| Booking | Has Lodging | Yes/No value indicating whether a lodging was booked as part of the itinerary. | |
| Booking | Latest Booking Window | The lastest booking window for a journey. A booking window is the difference in days between the booked date and travel start date. | |
| Booking | Partner Name | The EG partner through which the customer interacted with. | |
| Customer Journey | Average Conversation Time Intervals | Average of Time Intervals (in hours) between converations in a journey | |
| Customer Journey | Conversations List | Delimited list of conversation ids for a journey | |
| Customer Journey | First Contact | Date and time (in UTC) of the first conversation when a journey started, usually after 7 or more days of inactivity from the last contact date. | |
| Customer Journey | Itinerary Number | The itinerary number for the booking. | |
| Customer Journey | Journey Number | The sequence of jouney given a customer's itinerary | |
| Customer Journey | Last Contact | Date and time (in UTC) of the last contact date in a journey. | |
| Customer Journey | Latest Intent | The latest intent invoked in a customer's journey | |
| Customer Journey | Customer Handoffs | Abandon Count | The number of abandoned conversations in a journey |
| Customer Journey | Customer Handoffs | Agent Assisted Followup Count | The number of conversations in a journey with agent-assisted follow up |
| Customer Journey | Customer Handoffs | Agent Handled Count | The number of conversations in a journey that were handled by an agent |
| Customer Journey | Customer Handoffs | Agent Requested Count | The number of conversations in a journey where an agent was requested |
| Customer Journey | Customer Handoffs | Agent Transfer Count | The number of agent transfers (from virtual agent or another agent) in a journey |
| Customer Journey | Customer Handoffs | Channel Switch Count | The number of channel switches in a journey (e.g. a journey with conversations switching from chat to voice to chat will have value of 2) |
| Customer Journey | Customer Handoffs | Chat Conversations Count | The number of chat conversations in a journey |
| Customer Journey | Customer Handoffs | Contained Count | The number of contained (neither ghost nor queued) conversations in a journey |
| Customer Journey | Customer Handoffs | Conversation Count | Total count of conversations in a journey |
| Customer Journey | Customer Handoffs | Conversation Window | Difference in days between the conversation started date and travel start date. |
| Customer Journey | Customer Handoffs | Deflected Count | Total count of deflected (agent requested but not queued) conversations in a journey |
| Customer Journey | Customer Handoffs | Has Followup Count | The number of conversations in a journey with follow-up (within 72 hours) from a customer |
| Customer Journey | Customer Handoffs | SR Closed Count | Number of Service Requests (SR) in a journey that are in closed state |
| Customer Journey | Customer Handoffs | SR Count | Number of Service Requests (SR) conversations in a journey |
| Customer Journey | Customer Handoffs | SR Open Count | Number of Service Requests (SR) in a journey that are in open state |
| Customer Journey | Customer Handoffs | Transfers Between Agents Count | The number of transfers between agents in a journey |
| Customer Journey | Customer Handoffs | Total Web Session Count | Total number of a customer's web sessions in a journey |
| Customer Journey | Customer Handoffs | Voice Conversations Count | The number of voice conversations in a journey |
| Customer Journey | Customer Time | Total Chat Agent Time | Total time in seconds whereby one or more Human Agents managed a Chat Conversation |
| Customer Journey | Customer Time | Total Chat VA Time | Total time in seconds that VA was managing a Chat conversations in a journey |
| Customer Journey | Customer Time | Total CSP Time | Total time spent by customers on CSP page in a journey |
| Customer Journey | Customer Time | Total MyTrip Time | Total time spent by customers on MyTrips page in a journey |
| Customer Journey | Customer Time | Total Queue Time | Total time in seconds conversations in a journey were in queue waiting to be assigned to an Agent |
| Customer Journey | Customer Time | Total Voice Agent Time | Total time in seconds that VA was managing a Voice Conversations in a journey |
| Customer Journey | Customer Time | Total Voice VA Time | Yes, if human agent assistance was requested for the conversation but it was never queued for an human agent. Conversation could have been deflected to another channel or hours of operation enforced using business logic. |
| Customer Journey | Customer Steps | Total CSP Clicks | Total clicks on CSP page in a journey |
| Customer Journey | Customer Steps | Total MyTrip Clicks | Total clicks on MyTrip page in a journey |
| Customer Journey | Customer Steps | Total Received Message Count | Total count of chat inbound messages received in a journey |
| Repeat Purchase Likelihood | Repeat Purchase Booking Date | The Booking date on which the repeat purchase is done by the customer | |
| Repeat Purchase Likelihood | Repeat Purchase Flag | Yes/No value indicating whether the journey resulted in a repeat purchase | |
| Repeat Purchase Likelihood | Repeat Purchase Gross Amount USD | The gross booking amount in USD resulting from a customer's repeat purchase | |
| Repeat Purchase Likelihood | Repeat Purchase ITIN | The ITIN which resulted in customer's repeat purchase | |
| Repeat Purchase Likelihood | Repeat Purchase Likelihood (RPL) | Predicts the customer's likelihood (0-100%) to repeat purchase (within 90-day window starting from the initial booking date) based on the customer's effort across meaningful interactions in a journey. | |
| Traveler Profile | Customer Id | Unique ID of the customer specific to the partner on which the booking was placed. | |
| Traveler Profile | Loyalty Tier | The customer's loyalty tier, specific to a partner. | |
| Traveler Profile | Total 3yr Gross Booking Amount USD | Total amount in USD for bookings done by the customer in the last 3 years from the Conversation Started Date. | |
| Traveler Profile | Total 3Yr Order Count | Total number of bookings done by the customer in the last 3 years from the Conversation Started Date. |
RPL Measures
| View | Group | Field Name | Description |
|---|---|---|---|
| Customer Journey | Customer Steps | Total Received Message Count (Sum) | Sum of total received message count |
| Customer Journey | Customer Time | Total Chat Agent Time (Sum) | Sum of the total agent time |
| Customer Journey | Customer Time | Total Chat VA Time (Sum) | Sum of total Chat VA time |
| Customer Journey | Customer Time | Total Queue Time (Sum) | Sum of total Queue time |
| Customer Journey | Customer Time | Total Voice Agent Time (Sum) | Sum of total Voice Agent Time |
| Customer Journey | Customer Time | Total Voice VA Time (Sum) | Sum of total Voice VA Time |
| Repeat Purchase Likelihood | Repeat Purchase Likelihood | RPL (Avg) | Sum of Repeat Purchase Likelihood /Count of Journeys with Repeat Purchase Likelihood |
| Repeat Purchase Likelihood | Repeat Purchase Likelihood | RPL (TP90) | Value for which 90% of Repeat Purchase Likelihood are lower and 10% are higher. |