The following glossary includes all metrics as they are defined in Power BI for Helpshift. It is designed as a companion to the Power BI Reports Overview.
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Support Analytics
| Metric | What does it measure? | How do we calculate it per Agent? | What can I use it for? |
| Incoming Volume | Number of new Issues created | Issue Created timestamp within selected range | Support Volume |
| Open Issues | Number of Issues that are currently open (not Resolved or Rejected) | Issue State is NOT (Resolved or Rejected) | Support Volume, Support Efficiency |
| Resolved Issues | Number of Issues that were Resolved | Issue State is (Resolved) | Support Volume, Support Efficiency |
| Issues Resolved with First Contact | Number of Issues that were Resolved with single Agent Response | Issue State is Resolved AND Outbound Messages = 1 | Support Efficiency |
| FCR (First Contact Resolution) Rate | Percentage of Issues that were Resolved with First Contact | Issues with FCR / Issues Resolved * 100 | Support Efficiency |
| Reopen Rate | Reopened Issues by Resolved Issues expressed as a percentage | Issues Reopened / Issues Resolved * 100 | Support Quality |
| Avg CSAT | Avg. CSAT for all issues that received the CSAT rating | Sum (CSAT Ratings) / Count (CSAT Ratings) | Support Quality |
| Avg Time To First Response | Average time taken for the First Agent or Bot response | Avg (Issue First Response Timestamp - Issue First Created Timestamp) | Support Efficiency |
| Avg Time To Resolve | Average time taken to Resolve the Issue | Avg (Issue Resolve Timestamp - Issue Created Timestamp) | Support Efficiency |
| Average Handling Time | Average time taken to Resolve the Issue since First Assign | Avg (Issue Resolve Timestamp - Issue First Assign Timestamp) | Support Efficiency |
| Average Holding Time | Average time taken for First Response on the Issue since First Assign | Avg (First Response Timestamp - Issue First Assign Timestamp) | Support Efficiency |
| Average Time for Each Response | Average time taken for Each Agent or Bot response to an unanswered User Message | Avg (Agent Response Timestamp - Preceeding User Message Timestamp) | Support Efficiency |
| Monthly Active Users | Unique Active Users of App | Unique active users for the month as measured by App Opens | App Engagement |
| Contact Rate | Number of Issues per 100 AU | Count (Issues) * 100 / (AU) | Support Engagement |
| % AU creating Issues | Percentage of unique users creating Issues | Count (AU Creating Issues) / Count (AU) | Support Engagement |
| Outbound Messages | Number of messages sent by Agents or Bots | Count (Agent or Bot responses to the end-user) | Support Efficiency |
| Inbound Messages | Number of messages sent by end-users | Count (messages sent by end-users) | Support Efficiency |
| Accepts | Number of Issue Resolutions Accepted by Users | Count (Issue Resolutions Accepted) | Support Quality |
| Rejects | Number of Issue Resolution Rejected by Users | Count (Issue Resolutions Rejected) | Support Quality |
| Agent Outbound Messages | Count of messages sent by agents for an issue | n/a | Support Efficiency, Automation Efficiency |
| Custom Bot Outbound Messages | Count of messages sent by custom bots for an issue | n/a | Support Efficiency, Automation Efficiency |
| Other Outbound Messages | Count of messages sent by NIA/TimBA/HS-API/Queue Fallback for an issue (Non-Agent, Non-Custom Bot messages) | n/a | Support Efficiency, Automation Efficiency |
| Automation Category by Outbound Messages | Following are the categories:
| n/a | Support Efficiency, Automation Efficiency |
| Automation subcategory by Outbound Messages | For the Fully Automated category, below are the subcategories:
For the Partially Automated category, below are the subcategories:
For the Fully Manual category, below are the subcategories:
For the None of the above category, below is the subcategory:
| n/a | Support Efficiency, Automation Efficiency |
Bot Analytics
QuickSearch Bot
| Metric | What does it measure? | How do we calculate it per Agent? | What can I use it for? |
| Invocations | Number of times that QuickSearch Bot was invoked | n/a | Top of the funnel; gives you an indication of how often QuickSearch Bot is being invoked |
| FAQ Suggested | Number of times an FAQ was suggested by QuickSearch Bot | n/a | Reviewing how often your FAQs are being suggested |
| Suggested FAQ Read | Number of times a user read at least one FAQ suggested by QuickSearch Bot | n/a | Understanding how relevant your FAQs are to your users |
| Deflections | Number of times a user selected "Thanks, that Helped" and did not open a new Issue | n/a | Seeing how often QuickSearch Bot is successful in deflecting Issues |
| Failed FAQ Deflections | Number of times user clicked on "I need more help" and created an Issue | n/a | Checking how often QuickSearch Bot is not successful in deflecting new Issues |
| Deflections % | Number of Deflections / Number of Invocations | n/a | Reviewing what % of invocations are being deflected by QuickSearch Bot |
Custom Bots
| Metric | What does it measure? | How do we calculate it per Agent? | What can I use it for? |
| Invocations | Number of times a Custom Bot was invoked | n/a | Seeing how often one of your Custom Bots is being invoked |
| Step Invocations | Number of Step Types invoked for Custom Bots | n/a | Seeing how often different step types in one of your Custom Bots is being invoked |
| Completions | Number of times a Custom Bot completed its execution flow | n/a | Checking how many of the Custom Bot invocations completed successfully |
| Agent Interruptions | Number of times a Custom Bot was interrupted by an Agent | n/a | Reviewing how many of times the Bot was interrupted before completing the interaction |
| Automations Interruptions | Number of times a Custom Bot was interrupted by an Automation | n/a | Seeing how many of times the Bot was interrupted before completing the interaction |
| Issue Assigns | Number of times Issues were assigned to Custom Bots | n/a | How many times an Issue was assigned to a Custom Bot |
| % of Issue Assigns | Number of times Issues were assigned to Custom Bots as a % of total Issues | n/a | Review the volume of Issue assigns to your Custom Bots in comparison to the total volume of Issues |
| Outbound Messages | Total Outbound Messages sent by a specific Custom Bot to an end user | n/a | Reviewing the outbound messages sent by Custom Bots to users (not including user replies) |
| % of Outbound Messages | Total Outbound Messages sent by a Custom Bot | n/a | Seeing the outbound messages sent by Custom Bots |
| Bot Interaction Time (completion) | Average time that Issues were assigned to a Custom Bot when the Bot's interactions were completed | n/a | See how long it took on average for a Custom Bot interaction to complete |
| Bot Interaction Time (interruption) | Average Time that Issues were assigned to a Custom Bot when the Bot's interactions were interrupted | n/a | See how long on average an Issue was assigned to a Custom Bot before it was interrupted |
Feedback Bots
Metric | What does it measure? | How do we calculate it per Agent? | What can I use it for? |
| Invocations | Counts how many times the specified feedback bot was invoked during the specified date range. | n/a | Count feedback bot invocations. |
| Completions | Counts how many times the specified feedback bot ran successfully to completion during the specified date range. | n/a | Count feedback bot completions. |
| Interruptions | Counts the aggregate of all:
during the specified date range. | n/a | Count all feedback bot interruptions of all types. |
| Counts how many times the specified feedback bot was interrupted by the expiration of its own timer during the specified date range. | n/a | Count feedback bot interruptions due to timer expiration. |
| Counts how many times your end-users interrupted the specified feedback bot by starting new conversations during the specified date range. | n/a | Count feedback bot interruptions due to end-users starting new conversations. |
| Counts the aggregate of how many times the specified feedback bot was interrupted during the specified date range, when:
| n/a | Count all feedback bot interruptions due to service agents asking followup questions and/or end-users requesting issue redaction. |
| Step Invocations | Counts how many bot steps (spanning your whole population of feedback bots) were invoked during the specified date range. | n/a | Count all invoked bot steps across all feedback bots. |
| Step Completions | Counts how many bot steps (spanning your whole population of feedback bots) ran to completion during the specified date range. | n/a | Count all completed bot steps across all feedback bots. |
Chat Flow Analytics
| Metric | What does it measure? | How do we calculate it per Agent? | What can I use it for? |
| Widget Loads | Number of times the widget was loaded | Count (Widget Loads) | Funnel |
| Widget Opens (Existing Issue) | Number of times the widget was opened with an existing Issue | Count (Widget Opens with an existing Issue) | Funnel |
| Widget Opens (No existing Issue) | Number of times the widget was opened without an existing Issue | Count (Widget Opens without an existing Issue) | Funnel |
| Conversation Started | New conversations started | Count (User, without an existing Issue, sends a message) | Funnel |
| Issues Created | New Issues Created | Count (New Issues Created) | Funnel |
| Issues Closed w/o user reading outbound message | Issues where Agent missed responding in time | Count (Issues Resolved or Rejected where there is no User Read Receipt) | Funnel |
| Issues Assigned | The amount of Issues assigned | Count (Issues Assigned) | Funnel |
| Issues not assigned in 30 sec | Issues not assigned quickly | Count (Issues waiting for assignment > 30 sec) | Funnel |
| Inbound Messages | Number of messages sent by Users | Count (User messages) | Funnel |
| Outbound Messages | Number of messages sent by Agents or Bots | Count (Agent or Bot responses) | Funnel |
| Agent Resolved | Issues Resolved by Agents | Count (Issues Resolved by Agents) | Funnel |
| Agent Rejected | Issues Rejected by Agents | Count (Issues Rejected by Agents) | Funnel |
| Automation Resolved | Issues Resolved by Automations | Count (Issues Resolved by Automations) | Funnel |
| Automation Rejected | Issues Rejected by Automations | Count (Issues Rejected by Automations) | Funnel |
| QuickSearch bot Requests | Number of requests made to QuickSearch Bot | Count (number of QuickSearch Bot requests) | Support Efficiency |
| QuickSearch Bot Responses with Suggestions | Number of QuickSearch Bot responses with FAQ Suggestions | Count (number of QuickSearch Bot responses with FAQ Suggestions) | Support Efficiency |
| QuickSearch Bot Responses without Suggestions | Number of QuickSearch Bot responses without FAQ Suggestions | Count (number of QuickSearch Bot responses without FAQ Suggestions) | Support Efficiency |
| Suggested FAQs Read | Number of times users read Suggested FAQ | Count (numer of times users read one or more Suggested FAQ) | Support Efficiency |
| Issues Deflected with Suggested FAQs Read (In-app users only) | Number of times user decided not to contact Agent after reading one or more suggested FAQs | Count (issues deflected after reading one or more suggested FAQs) | Support Efficiency |
| Issues Deflected with Suggested FAQs Not Read(In-app users only) | Number of times user decided not to contact Agent without reading a suggested FAQs | Count (issues deflected without reading suggested FAQs) | Support Efficiency |
| Issues Not Deflected with Suggested FAQs Read(In-app users only) | Number of times user decided to contact Agent after reading one or more suggested FAQs | Count (issues created after reading one or more suggested FAQs) | Support Efficiency |
| Issues Not Deflected with Suggested FAQs Not Read(In-app users only) | Number of times user decided to contact Agent without reading a suggested FAQs | Count (issues created without reading suggested FAQs) | Support Efficiency |
| Get Information bot Requests | Number of requests made to Get Information bot | Count (number of Get Information bot Requests) | Support Efficiency |
| Name Captured | Number of times User Name was captured | Count (name captured) | Support Efficiency |
| Email Captured | Number of times Email was captured | Count (event captured) | Support Efficiency |
Agent Analytics
Metric | What does it measure? | How do we calculate it per Agent? | What can I use it for? |
| Online Agents | Number of Agents who logged into Helpshift Dashboard over a period | Count (Agents Logged in into HS Dashboard) | Agent Capacity |
| Online Hours | Number of hours an Agent was logged in into Helpshift Dashboard | Sum (Online Time of Online Agents) | Agent Capacity |
| Available Hours | Number of hours an Agent was Available for Issue Assignments | Sum (Available Time of Available Agents) | Agent Capacity |
| Outbound Messages | Number of messages sent by Agents or Bots | Count (Agent or Bot responses to the end user) | Agent Activity |
| Average Outbound Messages per Resolved Issue | Average of number of Outbound Messages per Resolved Issue | Count (Outbound Responses for Resolved Issues) / Count (Resolved Issues) | Agent Efficiency |
| Issue Assigns | Number of Issue Assignments to Agents or Bots | Count (Issue Assigns to Agents or Bots) | Agent Activity |
| Issue Touches | Aggregate of Outbound Messages, Issue Resolves and Issue Rejects | Count (Outbound Messages, Issue Resolves, Issue Rejects) | Agent Activity |
| Issue Resolves | Reopened Issues by Resolved Issues expressed as a percentage | Count (Issue Resolves) | Agent Activity |
| Avg CSAT | Avg. CSAT for all issues that received the CSAT rating | Sum (CSAT Ratings) / Count (CSAT Ratings) | Agent Support Quality |
| Avg Time To First Response | Average time taken for the First Agent or Bot response | Avg (Issue First Response Timestamp - Issue First Created Timestamp) | Agent Efficiency |
| Avg Time for Each Response | Average time taken for Each Agent or Bot response to an unanswered User Message | Avg (Agent Response Timestamp - Preceeding User Message Timestamp) | Agent Efficiency |
| Avg Time To Resolve | Average time taken to Resolve the Issue | Avg (Issue Resolve Timestamp - Issue Created Timestamp) | Agent Efficiency |
| Accepts | Number of Issue Resolutions Accepted by Users | Count (Issue Resolutions Accepted) | Agent Support Quality |
| Rejects | Number of Issue Resolution Rejected by Users | Count (Issue Resolutions Rejected) | Agent Support Quality |
| Acceptance Rate | Percentage of Issue Resolution Accepts over Total Responses (Accepts and Rejects) | (Accepts * 100) / (Accepts + Rejects) | Agent Support Quality |
| Reopen Rate | Reopened Issues by Resolved Issues expressed as a percentage | (Reopens * 100) / (Resolves) | Agent Support Quality |
| Last Online Timestamp | Timestamp when the Agent was last Online | Timestamp when the Agent was last Online | Agent Capacity |
| Last Available Timestamp | Timestamp when the Agent was last Available | Timestamp when the Agent was last Available | Agent Capacity |
| Last Login Timestamp | Timestamp when the Agent was last Logged In | Timestamp when the Agent was last Logged In | Agent Capacity |
| Total time with open issues when online (hours) | Time when Agent was online and had open issues assigned | Time with Open Assigned issues against Agent’s online time | Agent Occupancy |
| Occupied Online time (%) | Time when Agent had open issues assigned as a percentage of Agent’s online time | (Time with Open Assigned issues * 100) / Online time | Agent Occupancy |
| Total time with open issues when marked as available (hours) | Time when Agent was marked Available and had open issues assigned | Time with Open Assigned issues against Agent’s available time | Agent Occupancy |
| Occupied Available time (%) | Time when Agent had open issues assigned as a percentage of Agent’s available time | (Time with Open Assigned issues * 100) / Marked Available time | Agent Occupancy |
| Avg. Time Weighted Open Assigned Issues | Average number of active issues assigned to the Agent, at a point in time | Time-weighted Sum of Open Assigned Issues / 30 (half an hour) | Agent Workload |
| Avg. Unique Issues Replied | Average number of unique issues replied to in 30 minutes by the Agent | Avg (Number of unique issues replied to) | Agent Workload |
FAQ Analytics
| Metric | What does it measure? | How do we calculate it per Agent? | What can I use it for? |
| FAQ Views | Number of times FAQ Views | Count (FAQ Views) | FAQ Engagement |
| FAQ Searches | Number of FAQ Searches | Count (FAQ Searches) | FAQ Engagement |
| % MAU Reading FAQs | Percentage of Active Users reading FAQs | Count (AU Reading FAQs) | FAQ Engagement |
| FAQ Likes | Number of Likes per FAQ | Count (FAQ Likes) | FAQ Engagement |
| FAQ Dislikes | Number of Dislikes per FAQ | Count (FAQ Dislikes) | FAQ Engagement |
| FAQ Last Updated | Timestamp of last FAQ update | Timestamp of last FAQ update | FAQ Engagement |
| Successful Deflections | Number of times a user opened an FAQ, then did not an Issue within 15 minutes of having opened that FAQ | Count (Issue was not created within 15 minutes of FAQ View(s)) | FAQ Engagement |
| Failed Deflections | Number of times a user opened an FAQ, then filed an Issue within 15 minutes of having opened that FAQ | Count (Issues created within 15 minutes of FAQ View(s)) | FAQ Engagement |
| FAQ Searches | All searches completed within your in-app FAQs, regardless of whether they turned up results or not | Count (FAQ Searches) | Search Effectiveness |
| FAQ Searches With No Results | FAQ searches which turned up zero related FAQs | Count (FAQ Searches With No Results) | Search Effectiveness |
| FAQ Searches With No Clicks | FAQ searches which turned up some FAQs, but where the user did not click on any of the FAQs that appeared | Count (FAQ Searches With No Clicks) | Search Effectiveness |
| Successful Searches | FAQ searches which turned up FAQs where the user clicked on one or more of the FAQs that appeared | FAQ Searches - (FAQ Searches with 0 Results + FAQ Searches with 0 Clicks) | Search Effectiveness |
| Total Issues Created | The total count of new in-app Issues generated within the given time period. Please note that this metric does not include email or web Issues. | Count (Total Issues Created) | FAQ Effectiveness |
| % Issues without prior FAQ views | Number of Issues created without viewing any faqs as a % of total Issues. | All issues created without faq Views / Sum (All issues created without FAQ Views(For, ios,Android,webchat) + All issues created with FAQ Views) | FAQ Engagement |