This guide explains each metric tracked for WAX AI: what it measures and how it's calculated. These metrics cover conversations handled by the AI on WhatsApp, RCS and SMS.
To find them in WAX and learn how to read them: Understand AI results in AI Analytics
How sales are attributed to the AI
An order is attributed to the AI if it's placed within 3 days of the last message the AI sent to the contact.
To keep this tracking reliable, links sent by the AI carry the WAX UTMs. To adjust them: How to customize UTM tracking in WAX
Business metrics
Conversations: a conversation is a 24-hour session with a contact. Any message after those 24 hours starts a new conversation. We count conversations that include at least one AI message over the period.
Resolution rate: the share of conversations fully handled by the AI, with no human involvement. A conversation counts as resolved if the contact hasn't written again within 24 hours of their last message. Formula: 1 − (escalated conversations ÷ conversations handled by the AI).
Revenue: the value of orders placed within 3 days of the AI's last message.
Cost: the cost of conversations handled by the AI over the period (AI rate × number of conversations). A conversation is billed as soon as the AI replies to the contact or opts them out.
ROI: revenue attributed to the AI divided by its cost over the period.
Efficiency metrics
Revenue per conversation: revenue attributed to the AI divided by the number of conversations.
Escalation rate: the share of conversations handed over to a human. Formula: escalated conversations ÷ conversations handled by the AI.
Average order value: the average amount spent within 3 days of the AI's last message (revenue ÷ conversations).
Hours saved: an estimate of the time saved by your team (average time to handle a conversation × number of conversations handled by the AI).