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How results are counted

The results for a workspace count what happened with its offers, with ads from the network shown in its agents, and with its campaigns. This document defines each count, so that you can compare them with your own records.

Days and time zone

Every count belongs to a calendar day in your workspace's time zone. A request is counted on the day it was made, and a tap, click, or conversion on the day it happened, even when that is a later day than the request. Results are kept for 400 days, and one report covers at most 400 days.

If you change the workspace's time zone, days already counted keep the time zone they were counted in.

Offers

These counts are about your own offers.

Count Counted when
Requests Your agent asks for an offer at a moment, whether or not an offer is shown. A request your agent sends incorrectly, such as one that names a moment that doesn't exist, isn't counted.
Shown A request returns one of your offers. A request that returns several offers counts once, for the first offer.
Accepted Your agent reports that the customer accepted the offer, or the customer taps a reply whose role is an acceptance. See Record accepts and declines.
Declined Your agent reports that the customer declined the offer, or the customer taps a reply whose role is a decline.
Clicked The customer opens a link in the offer.
Converted A conversion is attributed to the offer, because your agent or your site reported it against the request.

Accepted, declined, clicked, and converted each count at most once per request. A customer who taps "Book it" and whose agent also reports the acceptance is counted once, and so is a customer who opens the same link twice.

Requests are counted before an offer is chosen, so a report by offer shows no requests for each offer. A report by moment, channel, or agent shows requests for each.

Ads from the network

These counts are about ads from the network shown in your agents.

Count Counted when
Requests A request from your agent is offered to the network, because ads from the network are turned on for the moment.
Shown The network returns an ad.
Clicked The customer opens a link in the ad. Counted at most once per request.

Campaigns

These counts are about your campaigns, wherever their ads are shown.

Count Counted when
Shown One of the campaign's ads is returned to an agent.
Clicks The customer opens a link in the ad. Counted at most once per request.
Conversions A conversion is attributed to the ad. Counted at most once per request.

Conversations started and cost aren't reported yet.

Splitting results

A report can show one row for each day, or one row for each of the following:

Results Rows by
Offers Day, offer, moment, channel, or agent
Ads from the network Day, moment, channel, or agent
Campaigns Day or campaign

You can also limit offer and network results to one agent. Channels are shown as RCS, SMS, Webchat, Messenger, and Voice. A request that doesn't name its channel, and whose format doesn't imply one, is shown under Other. A row for an offer, moment, agent, or campaign that has since been deleted is labeled, for example, Deleted offer.

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