NOTE: Web/ Email cases are treated as separate apps in reports and are not counted against any specific app. This is consistent across Helpshift dashboard.
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.
If you’re interested in getting Power BI for your Dashboard, please see How can I get more out of Helpshift Analytics with Power BI?
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 Interactions | Number of messages sent by Agents or Bots | Count (Agent or Bot responses to the end-user) | Support Efficiency |
| Inbound Interactions | 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 |
| TTFHR (Time to First Human Response) | The time taken for the first human response after the initial Bot and Automation workflow is complete. This includes all continuous automated actions (like NIA and Bots) until the issue is assigned to a queue or agent. | First human agent response timestamp - completion of initial actions completed by NIA & bots |
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 |