All Metrics

Learn more about the metrics that matter the most to your business success

Ad Impressions

Ad Impressions (IMPR) is a count of the total number of times digital advertisements display on someone’s screen within the publisher's network.

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Ad Reach

Ad Reach is a count of the number of people who viewed your ads at least once. Reach can help you understand how many people have been exposed to a specific advertisement or marketing message.

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Ad Revenue

Ad Revenue is a digital marketing metric that measures the total amount of money generated from ads displayed on your website or in your app. This includes revenue from third-party sources as well as Google AdMob.

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Ad Set Clicks

Ad Set Clicks is the total number of times users clicked on a digital advertisement within an ad set. An ad set is a grouping of ads organized by theme.

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Ad Set Impressions

Ad Set Impressions is the total number of times digital advertisements within an ad set are shown. An ad set is a grouping of ads organized by theme.

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Ad Spend

Ad Spend is the amount of money spent on specific ad variations within a specific campaign or ad set. This metric helps regulate ad performance.

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Ad Unique Clicks

Ad Unique Clicks is a count of the number of people who clicked on your digital advertisement at least once. This is different than Ad Clicks or Total Clicks, because this is a count of the unique people who clicked.

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Advertising Costs

Advertising Costs is a broad expense category, which typically includes online, broadcast, print, outdoor, and direct mail efforts. Advertising can be used at various stages of the customer journey, from brand awareness and brand shaping, to highly targeted campaigns that are meant to engage existing customers.

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Advertising Exposure

Ad unit exposure measures the total amount of time your ad was exposed to your target audience, usually measured in milliseconds.

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Agent Wait Time

Agent Wait Time (Calendar) is the total combined time a ticket was in the pending status. Not to be confused with user-facing metrics such as First Response Time or Resolution Time, Agent Wait time measures the time the support agent has to wait between interactions. Task switching and waiting for replies is an inevitable part of the job but, the longer an agent has to wait for a reply, the less efficient and effective they will be at solving the problem.

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Annual Contract Value

Annual Contract Value (ACV) is the dollar amount an average customer contract is worth to your company in one year. There tends to be less universal consensus on the definition of ACV compared to some other SaaS metrics, such as Annual Recurring Revenue. For example, some companies include one-time initial charges like setup or training in their ACV calculations, while others don’t.

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Annual Recurring Revenue

Annual Recurring Revenue (ARR) is the sum of all subscription revenue expressed as an annual value. For most companies, ARR is the sum of all new business subscriptions and upgrades (sometimes called expansion), minus downgrades (or contractions) and cancelled subscriptions. Though not a Generally Accepted Accounting Principle (GAAP) value, it's the Revenue equivalent used by every SaaS company. ARR is used interchangeably with Monthly Recurring Revenue (MRR).

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