Intelligence & Reports
Reports glossary
A plain-language reference for the terms that appear across HabariChat Reports. Learn them once here.
Glossary
| Term | Meaning |
|---|---|
| AI resolution % | Outgoing replies the AI sent without human edits ÷ all outgoing replies. |
| Auto-handled rate | Replies approved without any edit ÷ all reviewed replies. |
| CSAT | Customer Satisfaction; average of customer ratings on a 1–5 scale. |
| AI self-rating / confidence | The AI's own 1–5 rating of its answer. |
| Escalation | A conversation handed from the AI to a human. |
| SLA | Service Level Agreement; the response-time promises tracked at 1h / 4h / 24h, and the 24h escalation deadline. |
| Median | The middle value; resistant to a few extreme outliers. |
| Percentile (p50–p99) | "X% of cases were at least this fast"; p95 = the slow tail. |
| Retrieval | The AI fetching relevant chunks from your documents to answer a question. |
| Chunk | A small searchable piece a document is split into for the AI. |
| Zero-result query | A search that matched no document content. |
| Freshness (Current/Aging/Stale) | Document age buckets: ≤7 days / 8–30 days / >30 days. |
| Delivery % / Read % | For campaigns: delivered ÷ sent, and read ÷ delivered. |
| Opt-in / opt-out | Whether a contact has consented to receive marketing. |
| Conversation window | One interaction with a customer, split when the chat has gone quiet for about a day. Acquisition reports count conversations, not phone numbers. |
| Ad-referred conversation | A conversation that began when a customer messaged you from a click-to-WhatsApp, Facebook or Instagram ad. |
| Came back | The customer sent another message after your first reply. |
| Real conversation | A genuine back-and-forth rather than a single question and answer. |
| Drop reason | The plain reason a conversation ended without a sale (too expensive, out of stock, we replied too slowly, and so on). See Where People Drop. |
| Our fault | Losses you could have prevented: replying too slowly, an unclear answer, or nobody picking up when a person was asked for. |
| Objection | What a customer says right before they stop replying. Ranked in What Customers Ask. |
| Test send | Your own team trying a template. A real send and a real cost, but never counted as a customer. |
| Token | The unit AI usage and cost are measured in. |
| Snapshot | A once-a-day capture of account totals, used for long-term trends. |