What ecommerce tracking measures
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Ecommerce tracking (shown as Agent Assisted Sales) connects conversations to orders, so you can see the agent's effect on revenue — not just its support metrics.
What it reports
- Assisted conversations — conversations that were followed by an order.
- Revenue — the total value of those orders.
- AOV — the average order value of assisted orders.
This is measurement only. The agent informs and routes; it doesn't upsell, apply discounts, or place orders. Tracking simply observes which orders followed a conversation.