Trends (Global) Analytics report is available under the “User Hub” section of Analytics.
Metrics in the Trends (Global) Analytics report for the User Hub section can be reviewed across various filters like:
- Date
- Last User Country
- Preferred Language
Key metrics explored within the Trends (Global) Analytics report in the User Hub section are Global User IDs Created, Time to First Human Response, Time to Resolve, CSAT, Global Active Users, Global Users Contact Rate, and many more.
Global User ID is an HS generated unique identifier of an End User across Apps (i.e., for the domain). The metrics and filters shown work on this ID & global profile fields of the end users.
There are 2 new filters available in the Trends (Global) Analytics report as below:
| Filter | Description | Examples |
| Last User Country | Filters issue data with Selected Last User Country. | Germany, India, Thailand, etc. |
| Preferred Language | Filters issue data with User’s Preferred Language. | German, Hindi, Thai, etc. |
Detailed information on each metric can be found in the Glossary. Please refer to the table below for more details:
| Metric | What does it measure? | How do we calculate it? |
| Global User IDs created | Total number of users (Global User IDs) created across apps. | Number of newly created global users in system for selected date range |
| Global Active Users | Unique active users by Global User ID. Aggregated based on the times each Global User ID is active. Data is presented in the UTC+00 timezone. | Number of unique Global User IDs launching an app in selected date range |
| Global Users Contact Rate | Rate of issues created vs Global Active Users. Aggregated based on issue creation time. Data is shown in the UTC+00 timezone. | Number of issues created for global users / Global Active Users |
Note:
- The Trends (Global) Analytics section is only available for customers who have enabled the User Hub feature.
- To populate the Global Active Users and Global Users Contact Rate data, customers need to integrate additional user data from the User Hub feature, starting with SDK X v10.4.0 or onwards.
The metrics mentioned above is also available in table format. You can also download the data for every table in various formats by clicking on the download option.
For information about User Hub (App) Analytics, please refer to the Helpshift Analytics: User Hub (App) Analytics page.
For more details, please refer to the Helpshift Analytics page.
For details of the definition for each metric, please refer to the Glossary page.