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Performance

Overview

The performance page shows all your available reports. You can favorite them by clicking the star icon, which will populate the side menu for quicker access in the future.

Flagging internal test users & Spam users

In the Admin > Performance Settings, you can designate individual test users or an entire email domain as test users. This ensures that false transactions do not adversely affect your statistics, such as acceptance rates. Similarly, if you have players who spam transactions, all of which fail, you can flag them in the Performance Settings > User Exclusion section.

Metrics and Definitions

Acceptance Rate (AR): Successful Transactions / All transactions unless otherwise specified

Decline Rate (DR): (Failed + Inconsistent Transactions) / All transactions

Player Deposit Success Rate (PDSR) represents the player conversion rate.

Initial PSP Efficiency/Efficiency represents the AR of a PSP as the first attempt to process a transaction, reflecting how likely it is to succeed without relying on fallback. It accurately shows how often a specific PSP truly captures and processes transactions, rather than depending on other PSPs to handle failures.

Failover Rate indicates how often failover is utilized. It represents the proportion of transactions where the payment was routed to a different acquirer than the one initially attempted. A higher rate suggests more frequent use of cascading/fallbacks to find a successful payment route.

Failover Efficiency measures how successful the failover attempts are. Specifically, it calculates the percentage of transactions that succeeded after being routed to a different acquirer (i.e., where the final PSP account is different from the initial one). A higher value indicates more effective recovery from initial failures through cascading.

Hold (successful) measures the proportion of deposited funds that remain in the system, after accounting for withdrawals. A higher hold value indicates that most of the deposited funds remain on the platform, while a lower value suggests that a larger share has been withdrawn.

Internal FTD/Trusted Logic: If you do not use the Paydirection FTD/Trusted PSP Accounts or have not established specific criteria with PayInsight, we will apply the following standard logic to identify FTD users.

User A:
SUCCESS (FTD) - TRX 2 (Trusted) - TRX 3 (Trusted) - TRX 4 (Trusted)

User B:
FAILED (FTD) - FAILED (FTD) - CANCELED (FTD) - SUCCESS (FTD) - TRX 5 (Trusted) - TRX 6 (Trusted)

Multiple Attempts Exclusions remove transactions wherein a user has multiple failed transactions in a row. The flagging gets reset on an hourly and "per successful" transaction basis to ensure a 1:1 rate. 

  • Ex:

    • Successful tx

    • Failed tx

    • Failed tx (flagged)

    • Failed tx (flagged)

    • Failed tx (flagged)

    • Successful tx

    • Failed tx

    • Failed tx (flagged)

    • Failed tx (flagged)

Withdrawal SLAs represent the time taken for a withdrawal to be successfully completed, calculated as the difference in minutes between creation and when it's successful.

We categorize the SLA in two ways:

  • Withdrawal SLA: Average processing time for all withdrawals.

  • By Approval Type:

    • Automatic WD SLA: Withdrawals approved by the system without manual intervention.

    • Manual WD SLA: Withdrawals that require manual review and approval by an agent.

True Stat

In the reports, you will find a filter called “PD True Stat.” This filter is generally enabled by default and automatically excludes transactions that meet any of the following criteria:

  • Created by test users (test users can be flagged in Admin > Performance Settings > Email Domains / Test Users)

  • Is one of the following PaymentIQ Status Codes

    • ERR_CANCELLED_BY_USER

    • ERR_MERCHANT_RESPONSE_CODE_UNKNOWN

    • ERR_CANCELLED_TIMEOUT

    • ERR_DECLINED_CVV_FAIL

    • ERR_TOO_MANY_PSP_ACCOUNTS

    • ERR_DECLINED_EXPIRED

    • ERR_RESPONSIBLE_GAMING_LIMIT

    • ERR_DECLINED_NO_FUNDS

    • ERR_PSP_ACCOUNT_USED_BY_OTHER_USER

    • ERR_MERCHANT_INVALID_RESPONSE

    • ERR_MERCHANT_OUT_OF_SERVICE

    • ERR_DECLINED_GENERAL_BLOCK

    • ERR_DECLINED_IP_BLOCKED

    • ERR_DECLINED_BIN_BLOCKED

    • ERR_USER_ACCOUNT_BLOCKED

    • ERR_DECLINED_EMAIL_BLACKLIST

This ensures that the acceptance rates (AR) and Player Deposit Success Rates (PDSR) are accurate.